Customer Service Policy – CharmThreads

At CharmThreads, we are committed to providing exceptional customer service to ensure your shopping experience is smooth, enjoyable, and hassle-free. This policy outlines our approach to supporting you, from pre-purchase questions to post-delivery assistance.

1. Our Commitment

We strive to address your needs with promptness, professionalism, and empathy. Whether you have questions about products, orders, shipping, returns, or anything else related to your experience with us, our team is here to help.

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 method of communication, allowing us to provide detailed, documented responses.

3. Response Time

  • We aim to respond to all emails within 24–48 business hours (excluding weekends and major holidays). During peak periods (e.g., sales events, holidays), response times may be slightly extended, but we will make every effort to get back to you as quickly as possible.
  • For urgent matters (e.g., order issues requiring immediate attention), please clearly mark your email subject line with “URGENT” to help us prioritize your request.

4. Areas of Assistance

Our customer service team can assist you with:

  • Product information (sizing, materials, care instructions, availability).
  • Order status and tracking updates.
  • Shipping questions (address changes, delivery delays, carrier issues).
  • Returns and refunds (initiating returns, checking refund status).
  • Account-related issues (password resets, updating personal information).
  • Feedback and suggestions (we value your input to improve our services!).

5. Handling Complaints and Feedback

  • If you have a complaint or negative experience, we will take it seriously. Our team will investigate the issue thoroughly and work with you to find a fair resolution, which may include refunds, replacements, or other appropriate remedies.
  • We welcome all feedback—positive or constructive. You can share your thoughts via email, and we will use this information to enhance our products, website, and customer service.

6. Language Support

Our customer service is provided in English to ensure clear communication. If you prefer to communicate in another language, please note that responses may be translated, and we will do our best to address your needs accurately.

7. Continuous Improvement

We regularly review our customer service interactions and feedback to identify areas for improvement. Our goal is to refine our processes and training to better serve you with each interaction.

Thank you for choosing CharmThreads. We appreciate your trust in us and look forward to assisting you!