Customer Service Policy

1. Contact Information

  • Email: Our primary point of contact is through email at [email protected]. We aim to respond to all customer emails within 24 business hours. Whether you have a question about a product, need assistance with an order, or have feedback about our services, our dedicated customer service team is ready to help.
  • Response Time: In cases of high volume or complex inquiries, it may take up to 48 hours, but we strive to keep this to a minimum. We will always keep you informed if there will be a delay in our response.

2. Product – Related Inquiries

  • Information Requests: If you need more details about our jewelry products, such as materials used, sizing information, or product availability, our customer service representatives will provide accurate and detailed answers. We will share additional product images, if available, to help you make an informed decision.
  • Recommendation: Not sure which piece of jewelry is right for you? Our team can offer personalized recommendations based on your style preferences, occasion, or budget. We are knowledgeable about our entire product range and can guide you to the perfect item.

3. Order – Related Support

  • Order Placement: If you encounter any issues during the order placement process, like problems with payment gateways or difficulties adding items to your cart, we will assist you in resolving them promptly. We can also help you review and confirm your order details to ensure accuracy.
  • Order Tracking: Once your order is placed, you can track its progress using the tracking number provided in your order confirmation email. If you have any questions about the shipping status or delivery time, our customer service team can access the shipping carrier’s information and provide you with the latest updates.
  • Order Modifications: If you need to modify your order, such as changing the shipping address or canceling an item, contact us as soon as possible. While we cannot guarantee that all modifications can be made, especially if the order has already entered the shipping process, we will do our best to accommodate your request.

4. Returns and Exchanges

  • Return Process: As per our Return Policy, if you wish to return or exchange a product, our customer service team will guide you through the process. We will provide you with a return authorization number (if required) and instructions on how to package and ship the item back to us.
  • Refund Processing: If you are eligible for a refund, we will keep you updated on the progress of the refund processing. Our team will ensure that the refund is issued to the original payment method in a timely manner, typically within 5 – 10 business days, as per our Refund Policy.

5. Complaint Handling

  • Filing a Complaint: If you are dissatisfied with our products or services, we encourage you to file a complaint. Please provide us with as much detail as possible about the issue, including your order number, the nature of the problem, and any relevant images or documentation.
  • Resolution: We take all complaints seriously and will work to resolve them to your satisfaction. Our goal is to address your concerns within 3 business days. Depending on the nature of the complaint, we may offer a replacement, refund, or other suitable solutions.

6. Customer Service Training

  • Employee Training: Our customer service team undergoes regular training to ensure they are well – versed in our products, policies, and procedures. They are trained in effective communication skills, problem – solving, and customer relationship management to provide you with the best possible service.
  • Performance Monitoring: We monitor the performance of our customer service team to maintain high service standards. Customer feedback is used to identify areas for improvement and to recognize outstanding performance.

7. Customer Service Policy Updates

  • Policy Changes: We reserve the right to update or modify this Customer Service Policy at any time. Changes will be posted on our website. Your continued use of our services and communication with our customer service team after the posting of an updated policy indicates your acceptance of the new terms.
  • Communication: In case of significant policy changes, we may also send out a notification to our registered customers via email to ensure you are aware of the updates.

If you have any questions regarding our Customer Service Policy, please don’t hesitate to contact us at [email protected]. We are committed to providing you with excellent customer service at every step of your journey with Pandorana.