Customer Service Policy

Customer Service Policy

1. Communication Channels

1.1 Email

• The primary channel for reaching our customer service team is via email at service@fabricoast.shop. We aim to respond to all emails within 24 business hours. During peak seasons such as major sales events or holidays, response times may be extended to 48 hours. Provide clear details about your inquiry, including your order number, product name, and specific concerns to enable us to offer a prompt and accurate solution.

1.2 Social Media

• We maintain an active presence on major social media platforms. You can reach out to us through direct messages on these channels. While we monitor these platforms regularly, we recommend email for complex or urgent issues, as response times may vary.

2. Pre - Purchase Assistance

2.1 Product Information

• If you have questions about product details, such as sizing, fabric, color, or styling, our customer service team is here to help. We can offer guidance on choosing the right item to meet your needs, and share additional product images or information not available on the website.

2.2 Order - Related Queries

• For questions regarding shipping options, delivery times, or pricing, our team will provide clear and accurate information. We also assist with understanding any ongoing promotions, discounts, or loyalty programs.

3. Post - Purchase Support

3.1 Order Tracking

• If you need help tracking your order, contact us with your order number. We can provide the latest information on the status of your shipment and estimated delivery date.

3.2 Returns and Refunds

• Our customer service team will guide you through the return and refund process. We help with filling out return forms, understanding eligibility criteria, and following up on the progress of your refund.

3.3 Product Defects

• In case you receive a defective product, contact us immediately. We will arrange for a replacement, repair, or refund, depending on your preference and the nature of the defect.

4. Complaint Resolution

4.1 Complaint Submission

• If you are dissatisfied with any aspect of our service or products, please share your concerns with us. Whether it’s a problem with shipping, product quality, or customer service interaction, we encourage you to provide detailed feedback.

4.2 Resolution Process

• Our team will review your complaint within 24 business hours. We aim to resolve most complaints within 3 - 5 business days. For more complex issues, we will keep you updated on the progress of the resolution.

5. Customer Feedback

5.1 Appreciation for Feedback

• We value your feedback, whether it’s positive or negative. Your suggestions help us improve our products, services, and overall customer experience. You can share your thoughts through email, social media, or any other communication channel.

5.2 Recognition for Positive Feedback

• We acknowledge and appreciate positive feedback. In some cases, we may offer rewards or incentives to customers who provide valuable suggestions or positive testimonials.

6. Training and Empowerment of Customer Service Team

6.1 Continuous Training

• Our customer service representatives undergo regular training to stay updated on product knowledge, shipping policies, and the latest customer service techniques. This ensures that they can provide accurate and helpful information to you at all times.

6.2 Empowerment

• Our team is empowered to make decisions to resolve your issues promptly. They have the authority to offer solutions within the framework of our company policies to ensure your satisfaction.

7. Policy Updates

• We may update this Customer Service Policy from time to time. Any changes will be posted on our website. We encourage you to review the policy periodically to stay informed about our commitment to serving you.