Customer Service Policy – Kendrascottes
At Kendrascottes, we believe that exceptional customer service is as important as the quality of our limited-edition jewelry. Our team is dedicated to ensuring your experience with us is smooth, enjoyable, and supported—from the moment you browse our collection to long after your purchase. This policy outlines our commitment to serving you and the ways we can assist.
1. Our Commitment
We strive to provide friendly, efficient, and solution-oriented service to address your questions, concerns, or needs. Whether you’re seeking product details, tracking an order, initiating a return, or simply sharing feedback, we aim to make every interaction with our team a positive one. Your satisfaction is our priority, and we work to resolve issues promptly and fairly.
2. How to Reach Us
You can contact our customer service team through the following channel:
- Email: Send your inquiries to [email protected]. This is our primary method of communication, allowing us to provide detailed, written responses and track your request efficiently.
3. Response Times
We understand that timely assistance matters. Our team aims to:
- Respond to all email inquiries within 24-48 business hours (excluding weekends and major holidays). For urgent matters (e.g., damaged items upon delivery, shipping emergencies), we prioritize responses and aim to reply within 12 business hours.
- Follow up on ongoing issues (e.g., return processing, refund status) at least once every 3-5 business days to keep you updated on progress.
4. Areas of Assistance
Our customer service team is here to help with:
- Product Information: Details about materials, sizing, care instructions, or availability of our limited-edition jewelry (e.g., pendant necklaces, huggie earrings, band rings).
- Order Support: Tracking shipments, updating shipping addresses (before orders ship), canceling orders (if eligible), or clarifying order status.
- Returns and Refunds: Guiding you through the return process, answering questions about refund timelines, or resolving issues with returned items.
- Shipping Concerns: Addressing delays, lost or damaged packages, or customs-related questions for international orders.
- Account Help: Assisting with account creation, password resets, or updating personal information.
- Feedback and Suggestions: Listening to your thoughts about our products or services to help us improve.
5. Handling Complaints
If you’re unsatisfied with any aspect of your experience, we take your feedback seriously:
- Step 1: Contact us with details of your concern, including your order number (if applicable) and a clear description of the issue.
- Step 2: Our team will investigate the matter and propose a resolution within 48 business hours of receiving your complaint.
- Step 3: If the initial resolution isn’t satisfactory, we’ll escalate your concern to a senior team member for further review, with a response provided within an additional 24-48 hours.
6. Language Support
Our customer service communications are primarily in English, ensuring clarity and consistency in our responses. If you require assistance in another language, we’ll do our best to accommodate or provide basic guidance through translation tools, though response times may be slightly extended.
7. Continuous Improvement
We regularly review customer interactions and feedback to enhance our service. Your comments help us refine our processes, train our team, and ensure we continue to meet your expectations.
Thank you for choosing Kendrascottes. We’re honored to be part of your jewelry journey and are here to support you every step of the way. For any assistance, please don’t hesitate to reach out to us at [email protected].