Customer Service Policy for Ohpollyn
At Ohpollyn, we are committed to providing exceptional customer service to ensure your shopping experience is smooth, enjoyable, and hassle-free. This Customer Service Policy outlines how we assist you, the channels available for support, and our commitment to resolving your inquiries promptly.
1. Scope of Support
Our customer service team is here to assist with a wide range of inquiries, including but not limited to:
- Order status and tracking information.
- Questions about product details, sizing, materials, or availability.
- Issues with shipping, delivery, or undelivered packages.
- Return, refund, or exchange requests (in line with our Refund and Returns Policies).
- Account management (e.g., updating personal information, resetting passwords).
- Technical support for website functionality (e.g., checkout issues, browsing errors).
- Feedback or suggestions about our products, services, or website.
2. Contact Channels
We offer the following channel for reaching our customer service team:
- Email: Send your inquiries to [email protected]. This is our primary support channel, and we strive to respond to all emails promptly.
3. Response Times
- General Inquiries: We aim to respond to non-urgent emails (e.g., product questions, account updates) within 24–48 business hours.
- Urgent Issues: For time-sensitive matters (e.g., lost packages, delivery delays, or checkout errors), we prioritize responses and aim to reply within 12–24 business hours.
- Weekends and Holidays: Emails sent during weekends or major holidays may be processed on the next business day. We appreciate your patience during these periods.
4. Our Commitment to Resolution
- Transparency: We will keep you informed throughout the resolution process, providing clear updates on the status of your inquiry.
- Fairness: We handle all issues with fairness and consistency, adhering to our policies (e.g., Refund Policy, Shipping Policy) while considering individual circumstances when appropriate.
- Accountability: If an error occurs on our part (e.g., shipping the wrong item, processing a payment incorrectly), we will take full responsibility and work to resolve it promptly—whether through a refund, replacement, or other appropriate remedy.
5. Feedback and Improvement
We value your feedback as a tool to improve our services. If you have suggestions for how we can enhance our customer service or overall shopping experience, please share them via email at [email protected]. We review all feedback regularly and use it to make meaningful changes.
6. Language Support
Our customer service team provides support in English to ensure clear communication. If you prefer assistance in another language, please note this in your email, and we will do our best to assist or provide translation support where possible.
7. Contact Us
For any inquiries, please reach out to our customer service team at:
We are dedicated to making your experience with Ohpollyn a positive one—thank you for choosing us!
Effective Date: 2025.08.16