Customer Service Policy – Paudora

At Paudora, we believe that exceptional customer service is as integral to your experience as the quality of our jewelry. Our dedicated customer service team is committed to ensuring your satisfaction, addressing your needs promptly, and making your journey with us seamless and enjoyable. This policy outlines the standards and processes you can expect when interacting with our customer service team.

1. Service

Our core mission is to provide friendly, professional, and efficient support to every customer. Whether you have questions about a product, need assistance with an order, or want to share feedback, we strive to listen actively, resolve issues effectively, and exceed your expectations.

2. Service Channels

We offer multiple convenient channels to reach our customer service team:

  • Email: The primary channel for most inquiries is [email protected]. This allows us to provide detailed, documented responses and track your request efficiently.
  • Website Support Form: You can also submit inquiries through the contact form on our website, which is monitored regularly during business hours.

While we currently focus on email and form support, we continuously evaluate ways to expand our service channels to better meet your needs.

3. Service Scope

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

  • Product Information: Details about materials, craftsmanship, sizing, care instructions, and availability of our jewelry.
  • Order Assistance: Tracking orders, updating shipping information (where possible), modifying or canceling orders (within the processing window), and addressing order-related issues.
  • Shipping and Delivery: Questions about shipping timelines, tracking, delivery exceptions, lost or damaged packages (as outlined in our Shipping Policy).
  • Returns and Refunds: Guidance on the return process, eligibility, refund status, and resolving return-related concerns (in line with our Refund Policy).
  • Customization Inquiries: Information about personalized or custom jewelry options, including design possibilities and timelines.
  • Feedback and Complaints: We welcome your feedback—positive or constructive. If you have a complaint, we will investigate promptly and work to find a fair resolution.

4. Response Time

We understand that timely assistance is crucial. Our commitment to response times is as follows:

  • Email and Form Inquiries: We aim to acknowledge your message within 24 business hours. For most inquiries, a detailed response will be provided within 48 business hours. For complex issues (e.g., investigations into lost packages, custom order adjustments), we may need additional time but will keep you updated on the progress every 3-5 business days.
  • Urgent Matters: If your inquiry is time-sensitive (e.g., a delivery issue requiring immediate attention), please mark your email as “Urgent,” and we will prioritize it.

5. Issue Resolution

We follow a structured approach to resolving issues:

  1. Listening and Understanding: Our team will carefully review your inquiry to ensure we fully understand your concern.
  2. Investigation: For issues involving orders, shipping, or products, we will gather relevant details (e.g., order numbers, tracking information, photos) to assess the situation.
  3. Communication: We will keep you informed at each step, explaining our findings and proposed solutions clearly.
  4. Resolution: We will work to resolve the issue in a timely manner, whether through a refund, replacement, order adjustment, or other appropriate action. If a resolution requires time (e.g., manufacturing a replacement piece), we will provide a clear timeline and follow up until the issue is resolved.

6. Feedback and Improvement

Your feedback is invaluable to us. We actively collect and review comments, suggestions, and complaints to identify areas for improvement in our products, services, and processes. If you have feedback to share, please send it to [email protected]—we appreciate your input and are committed to using it to enhance your experience.

7. Service Hours

Our customer service team operates during standard business hours, Monday to Friday, 9:00 AM – 6:00 PM (GMT-5). Inquiries received outside these hours will be addressed on the next business day.

At Paudora, your satisfaction is our priority. We are dedicated to ensuring that every interaction with our customer service team leaves you feeling valued and confident in your choice to shop with us. For any assistance, please reach out to us at [email protected].