Customer Service Policy

Last Updated: 2025.08.25

At Kendrascntt (“we”, “us”, “our”), providing exceptional customer service is at the core of our mission. We strive to support you at every step of your shopping journey—from browsing our collection of simple pendant necklaces, huggie earrings, band rings, and more, to post-purchase assistance. This Customer Service Policy outlines the scope of our support, communication channels, response timelines, and how we address your inquiries and concerns. By engaging with our services or purchasing from our website (www.kendrascntt.com, “Site”), you acknowledge and agree to the terms of this policy.

1. Scope of Customer Service Support

Our customer service team is here to assist with a wide range of needs related to your interaction with Kendrascntt, including but not limited to:

  • Pre-Purchase Inquiries: Information about product details (e.g., materials of pendant necklaces, sizing of band rings, care instructions for huggie earrings), availability, pricing (in United States Dollars, USD), and order customization (if applicable).
  • Order Assistance: Help with placing orders, modifying order details (if possible), tracking shipments (per our Shipping Policy), and updating billing/shipping information (before order shipment).
  • Post-Purchase Support: Guidance on returns, refunds, and exchanges (aligned with our Refund Policy), addressing damaged or incorrect products, and resolving delivery issues (e.g., undelivered packages, delayed shipments).
  • Account Management: Support with creating, accessing, or recovering your Site account, updating account information, and viewing past orders or purchase history.
  • General Feedback: Listening to your suggestions, comments, or concerns about our products, Site, or services to help us improve.

We do not provide support for issues unrelated to Kendrascntt, such as third-party payment processor errors (e.g., PayPal or credit card issuer delays) or damages caused by improper use of products (per our Terms of Purchase).

2. Communication Channels

We offer a primary, reliable channel for customer service to ensure efficient and consistent support:

2.1 Email Support (Preferred Channel)

The fastest and most comprehensive way to reach our team is via email:

  • Support Email: [email protected]
  • How to Reach Us: When sending an email, please include the following information to help us assist you quickly:
  1. Your full name (as associated with your order or account).
  2. Order number (if applicable—found in your Order Confirmation email).
  3. Clear, detailed description of your inquiry or issue (e.g., “Request to track order #12345” or “Damaged huggie earrings received”).
  4. Relevant attachments (if needed: photos of damaged products, screenshots of order errors, etc.).

2.2 Additional Channels (If Available)

If we expand our support channels (e.g., live chat, phone support) in the future, updates will be posted on this page and the Site’s homepage. All new channels will adhere to the response timelines and support standards outlined in this policy.

3. Response Timelines

We are committed to addressing your inquiries promptly. Our standard response timelines are as follows:

  • General Inquiries (Pre-Purchase/Account): We aim to reply to non-urgent questions (e.g., product details, account help) within 1-2 business days (excluding weekends, public holidays, and peak periods like holiday sales).
  • Urgent Issues (Order/Shipping/Returns): For time-sensitive matters (e.g., missing shipments, damaged products, order cancellation requests), we prioritize responses and aim to get back to you within 24 business hours.
  • Peak Period Adjustments: During high-demand periods (e.g., Black Friday, Christmas), response times may be extended by 1 additional business day. We will post a notice on the Site’s homepage if delays are expected, and we appreciate your patience.

Please note that while we respond quickly, resolution of complex issues (e.g., investigating lost packages with carriers, processing refunds) may take additional time—we will keep you updated on the progress at every step.

4. How We Resolve Issues

We follow a structured process to address your concerns fairly and efficiently:

4.1 Issue Acknowledgment

When you contact us, we will send an automated confirmation email within 1 hour (during business hours) to confirm we’ve received your inquiry. This email will include a reference number for your request—please use this number in follow-up communications to track your case.

4.2 Investigation and Resolution

  • For product or order-related issues (e.g., damaged items, wrong size received), our team will review the details you provide (including photos or order records) and may coordinate with our shipping or warehouse teams if needed.
  • For refund or return requests, we will guide you through the process outlined in our Refund Policy, including verifying eligibility and issuing return instructions or refunds (within 5-10 business days of approval).
  • For shipping issues (e.g., lost packages), we will work with our carrier partners to trace the shipment and update you on findings—this may take 3-5 business days, depending on carrier response times.

4.3 Follow-Up

After resolving your issue, we may send a brief follow-up email to ensure you are satisfied with the outcome. Your feedback helps us improve our customer service and products for future interactions.

5. Special Considerations

5.1 Language Support

Currently, our customer service is provided in English to ensure clarity and accuracy. If you require assistance in another language, please note that response times may be slightly extended, and we will do our best to coordinate with a translation resource to support you.

5.2 Accessibility

We are committed to making our customer service accessible to all users. If you have specific accessibility needs (e.g., requiring information in a different format), please mention this in your email, and we will accommodate your request to the best of our ability.

5.3 Privacy of Your Information

All communications with our customer service team are handled in compliance with our Privacy Policy. We will never share your personal information (e.g., order details, contact information) with third parties without your consent, except as required to resolve your issue (e.g., sharing shipping details with our carrier).

6. Updates to This Policy

We may update this Customer Service Policy from time to time to reflect changes in our support channels, response timelines, or services. When we make updates, we will revise the “Last Updated” date at the top of this page and post the revised policy on the Site. We encourage you to review this policy periodically to stay informed about how we support you.

7. Contact Us

For any support needs, please reach out via our primary channel:

  • Email: [email protected]
  • Response Commitment: As outlined in Section 3, we prioritize your inquiries and aim to provide timely, helpful assistance.

Thank you for choosing Kendrascntt. We value your trust and are dedicated to ensuring a positive experience with our brand and products.