Customer Service Policy for Pandorc

At Pandorc, we believe that exceptional customer service is at the heart of every positive shopping experience. Whether you have questions about our charms, bracelets, rings, necklaces, earrings, need help with an order, or simply want to share feedback, our dedicated customer service team is here to assist you. This policy outlines our commitment to supporting you and the standards you can expect.

1. Scope of Service

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

  • Questions about product details, materials, sizing, or care instructions for our jewelry.
  • Assistance with order placement, modifications, or cancellations (subject to our Terms of Purchase).
  • Updates on order status, shipping tracking, or delivery issues (see our Shipping Policy for details).
  • Guidance on returns, refunds, or exchanges (in line with our Refund Policy).
  • Help with account management, including password resets or profile updates.
  • Feedback, suggestions, or concerns about our website, products, or services.

2. Contact Channels

We offer the following ways to reach our customer service team:

  • Email: The primary channel for support is [email protected]. This allows us to track your inquiry and provide detailed, documented responses.

We recommend using email for complex inquiries to ensure we have all necessary details (e.g., order numbers, product photos) to assist you effectively.

3. Response Times

We are committed to addressing your inquiries promptly:

  • Email Inquiries: We aim to respond to all emails within 24–48 business hours (excluding weekends and major holidays). During peak periods (e.g., sales, holidays), response times may be slightly extended, but we will always prioritize urgent matters (e.g., lost packages, payment issues).

If your inquiry requires additional research (e.g., investigating a lost shipment), we will acknowledge your message within the standard timeframe and provide a follow-up with updates as soon as possible.

4. Problem Resolution

Our goal is to resolve issues to your satisfaction. Here’s how we approach problem-solving:

  1. Listening to Your Concern: We take the time to understand your issue fully, asking for any necessary details (e.g., order numbers, photos of damaged items) to streamline the process.
  2. Providing Clear Solutions: We will explain the steps we can take to resolve your issue, referencing our policies (e.g., Shipping, Refund, Terms of Purchase) when applicable. Options may include replacements, refunds, tracking assistance, or adjustments to your order.
  3. Following Through: Once a solution is agreed upon, we will take action promptly and keep you updated until the issue is resolved. For example, if a refund is approved, we will process it within the 5–10 business day window outlined in our Refund Policy.
  4. Escalation Process: If you are not satisfied with the initial resolution, you may request to have your inquiry escalated to a senior customer service representative. We will ensure the escalated issue is reviewed within 1–2 business days.

5. Language Support

Our customer service team primarily assists in English. If you prefer to communicate in another language, we will do our best to accommodate you with translation support, though response times may be slightly longer.

6. Feedback and Improvement

We value your feedback as a tool to improve our services. You can share suggestions, compliments, or concerns via email at [email protected]. All feedback is reviewed by our team, and we use it to enhance our processes, products, and customer experience.

7. Commitment to Respect

Our customer service team is trained to interact with you respectfully, professionally, and empathetically. We expect the same courtesy in return—any abusive, threatening, or harassing behavior toward our staff may result in limited support.

8. Contact Us

For any assistance, please reach out to our customer service team at:

Email: [email protected]

We are dedicated to making your experience with Pandorc a positive one, and we look forward to helping you. Thank you for choosing us.