Customer Service Policy for Edhardyoriginaly

At Edhardyoriginaly, we are committed to providing exceptional customer service to ensure your shopping experience is smooth, enjoyable, and hassle-free. This Customer Service Policy outlines our commitment to addressing your inquiries, concerns, and needs with professionalism and efficiency.

1. Service Scope

Our customer service team is here to assist you with a wide range of topics, including but not limited to:

  • Order inquiries (status, tracking, modifications, cancellations).
  • Product information (sizing, materials, care instructions, availability).
  • Shipping and delivery issues (delays, lost packages, address updates).
  • Returns, refunds, and exchanges (process guidance, eligibility checks).
  • Account management (password resets, profile updates, order history).
  • Feedback and suggestions (we value your input to improve our services).

2. Contact Channels

You can reach our customer service team through the following channel:

  • Email: Send your inquiries to [email protected]. This is our primary contact method, and we strive to respond to all emails promptly.

3. Response Time

  • We aim to acknowledge your email within 24 business hours (excluding weekends and major holidays).
  • For urgent matters (e.g., order cancellations before shipment, address corrections), we will prioritize your request and respond as quickly as possible, typically within 12 business hours.
  • Complex issues that require further investigation (e.g., lost packages, refund disputes) may take longer to resolve, but we will keep you updated on the progress every 2-3 business days until the matter is resolved.

4. Service Standards

  • Professionalism: Our team is trained to assist you with courtesy, patience, and expertise. We will listen to your concerns carefully and provide clear, accurate information.
  • Transparency: We will keep you informed about the status of your inquiry, including any delays or challenges in resolving your issue. If we need additional information from you, we will clearly explain what is required.
  • Accountability: If we make a mistake (e.g., shipping the wrong item, processing an order incorrectly), we will take responsibility and work diligently to correct it to your satisfaction.

5. Issue Resolution Process

  1. Inquiry Submission: Contact us via email with details of your issue, including your order number (if applicable) and any relevant information (e.g., photos of damaged items, tracking numbers).
  2. Acknowledgment: We will send a confirmation email to let you know we’ve received your inquiry and are working on it.
  3. Investigation: Our team will review your request, gather necessary information (e.g., from our warehouse, shipping carriers), and determine the best solution.
  4. Resolution: We will provide a clear resolution (e.g., refund, replacement, tracking update) and guide you through any next steps.
  5. Follow-Up: After resolving your issue, we may follow up to ensure you are satisfied with the outcome.

6. Feedback and Complaints

We welcome your feedback—whether positive or constructive—as it helps us improve our services. If you are dissatisfied with the customer service you received, please let us know by emailing [email protected] with the subject line “Feedback on Service.” We will review your feedback and respond within 48 business hours to address your concerns.

7. Language Support

Our customer service team primarily communicates in English. If you prefer to communicate in another language, please let us know, and we will do our best to assist you with translation support where possible.

8. Changes to This Policy

We may update this Customer Service Policy from time to time to enhance our service standards. The latest version will be posted on our website with a revised “last updated” date. Your continued use of our website and services constitutes acceptance of the updated policy.

9. Contact Us

For any assistance, please reach out to our customer service team at:

Email: [email protected]

Thank you for choosing Edhardyoriginaly. We are dedicated to making your shopping experience exceptional.