Serenesage Trading Co., Ltd is committed to providing professional, efficient and considerate services to customers in the EU region, so that you can have a satisfactory experience in the whole process of purchasing clothing products. The following is the details of our service policy, covering all aspects of pre-sales, sales and after-sales.
1. Pre-sales consulting service
Consultation channel: You can consult product information (such as size, fabric, style details), inventory status, promotions, etc. through the website serenesagetrade.com online customer service (9:00-18:00 on weekdays, excluding EU public holidays), email [email protected] or leave a message on the product details page.
Response time: The online customer service will reply to your inquiry within 5-10 minutes; we will give a detailed answer to the email consultation within 24 hours to ensure that you fully understand the product information before placing an order.
Professional support: Our customer service team has been professionally trained and is familiar with the characteristics of various clothing products and the needs of the EU market. They can provide you with personalized purchase suggestions, such as recommended sizes based on body shape, matching style references, etc.
II. Order Service
Order confirmation: Within 1 hour after placing an order, we will send an order confirmation email to your reserved mailbox, including the order number, product details, amount, delivery information, etc., for your convenience. If the information is incorrect, please contact us within 2 hours to modify it. Timeout may affect the order processing progress.
Order modification and cancellation:
Before the order is shipped, you can apply to modify the delivery address, change the product (same series and sufficient stock) or cancel the order, and we will handle it for you free of charge;
If the order has been shipped, modification or cancellation may incur logistics costs, which will be subject to the specific results of customer service communication.
Inventory change notification: If the product you ordered is out of stock suddenly, we will notify you by email or phone within 12 hours, and provide solutions such as replacement of similar products, waiting for replenishment (inform the estimated arrival time) or full refund, which will be implemented after you choose.
III. After-sales service
Return and exchange assistance: If you need to return or exchange goods (in accordance with the conditions of the "Return and Exchange Policy"), the customer service team will guide you through the application, return, inspection and other processes, follow up the processing progress in a timely manner, and synchronize the results after the problem is solved.
Logistics problem support: If there is an abnormality in the transportation of the package (such as delay, loss, damage, etc.), you can contact us, we will assist in inquiring about the logistics status, communicate and negotiate with the logistics company, and provide you with solutions such as reissue and refund in accordance with the "Transportation Policy".
Product quality feedback: If you find that the product has quality problems (such as fabric defects, workmanship defects, etc.), please contact us within 7 days after signing and provide photo evidence. We will give priority to it and arrange return, exchange, repair or compensation according to the actual situation to ensure that your rights and interests are not lost.
IV. Customer feedback and complaint handling
Feedback channel: If you have any comments or suggestions on our services and products, you can submit them through [email protected] or the "Customer Feedback" section of the website. We cherish every feedback.
Complaint handling: If you are not satisfied with the service, you can make a clear complaint. We will arrange a dedicated person to contact you within 24 hours, give a solution within 3 working days, and solve the problem within 7 working days (complex situations can be appropriately extended, and you need to be informed in advance). The results of the processing will be synchronized in a way you approve to ensure that your demands are properly responded to.
V. Service Guarantee Commitment
Information confidentiality: We strictly abide by the "Privacy Policy" and strictly keep the personal information you provide during the service process (such as contact information, address, etc.) confidential and will not disclose it to third parties (except as required by laws and regulations).
Fair trading: All product prices and promotions are open and transparent. After placing an order, the price will not be changed arbitrarily due to market fluctuations to ensure fair transactions.
Continuous optimization: We regularly summarize customer feedback, continuously optimize service processes, and improve customer service professionalism, and are committed to providing you with a better shopping experience.