Customer Service Policy – Clavine
At Clavine, we believe that exceptional customer service is at the heart of a positive shopping experience. Our team is dedicated to supporting you at every step—from browsing our collection of Women’s Tops to resolving post-purchase questions. This Customer Service Policy outlines our commitment to you and the standards you can expect when interacting with our team.
1. Our Commitment
We strive to provide customer service that is responsive, helpful, and respectful. Whether you have questions about products, orders, returns, or anything else, our goal is to address your needs promptly and ensure your satisfaction with Clavine.
2. How to Reach Us
We offer the following channel for customer service inquiries:
- Email: Send your questions, concerns, or requests to [email protected]. This is our primary method of communication, allowing us to provide detailed, documented responses.
3. Response Times
- We aim to respond to all emails within 24–48 business hours (Monday–Friday, excluding holidays). During peak periods (e.g., sales events, holidays), response times may be slightly extended, but we will make every effort to reply as quickly as possible.
- For urgent matters (e.g., order cancellations within the processing window, address corrections), we prioritize these inquiries and aim to respond within 12 business hours.
4. Areas We Assist With
Our customer service team is here to help with:
- Product Inquiries: Information about sizing, fabric, care instructions, or availability of specific Women’s Tops.
- Order Status: Updates on processing, shipping, or tracking details (you can also check tracking via the link in your shipping confirmation email).
- Returns and Refunds: Guidance on initiating returns, checking refund status, or resolving issues with returned items (see our Refund Policy for details).
- Account Support: Help with creating, accessing, or updating your Clavine account.
- Billing or Payment Issues: Assistance with failed payments, refund processing, or clarifying charges.
- Feedback and Suggestions: We welcome your input on how we can improve our products or services.
5. Handling Complaints
If you are unsatisfied with your experience, please let us know, and we will work to resolve the issue:
- Submit Your Concern: Email us with details of the problem, including your order number (if applicable) and any relevant photos or documentation.
- Review and Response: Our team will investigate your complaint and respond with a proposed solution within the standard response timeframe.
- Follow-Up: We will follow up to ensure the issue is resolved to your satisfaction. If you are not happy with the initial solution, we will continue to work with you to find a fair resolution.
6. Language Support
Our customer service team primarily communicates in English. For inquiries in other languages, we will do our best to assist using translation tools, but response times may be slightly longer.
7. Privacy and Confidentiality
We treat all customer information with strict confidentiality. Any personal details (e.g., order history, contact information) shared with our team will only be used to resolve your inquiry and will not be shared with third parties (unless required by law; see our Privacy Policy for more details).
8. Feedback
We value your feedback on our customer service. If you have comments about your experience—positive or constructive—please share them at [email protected]. Your input helps us improve and better serve our customers.
Thank you for choosing Clavine. We are proud to support you and look forward to ensuring your shopping experience is exceptional.