Customer Service Policy – Old Nvy Shop
1. Mission and Commitment
At Old Nvy Shop, our top priority is your satisfaction. We are dedicated to providing exceptional customer service at every stage of your shopping experience, from browsing our products to post – purchase support. Our goal is to ensure that every interaction with our team leaves you feeling valued, heard, and confident in your decision to shop with us.
2. Communication Channels
- Email Support: For general inquiries, order – related questions, returns, refunds, or any other concerns, you can reach out to our customer service team at [email protected]. We aim to respond to all emails within 24 – 48 hours on business days.
- Self – Service Resources: Our website features a comprehensive Frequently Asked Questions (FAQ) section that addresses common issues such as shipping, returns, sizing, and payment. We encourage you to check this resource first for quick answers.
3. Service Offerings
Pre – Purchase Assistance
- Product Information: If you need more details about a product, including sizing charts, material composition, color accuracy, or availability, our customer service team is here to help. We can provide you with accurate and detailed information to assist you in making an informed purchase decision.
- Style and Fit Advice: Not sure which item suits you best? Our knowledgeable staff can offer personalized style and fit recommendations based on your preferences and needs.
Order – Related Support
- Order Status: If you want to check the status of your order, from processing to shipping and delivery, simply contact us via email. We’ll provide you with the latest updates and estimated delivery times.
- Address Changes: In case you need to modify your shipping or billing address after placing an order, reach out to us as soon as possible. While we can’t guarantee address changes for orders already in transit, we’ll do our best to accommodate your request.
- Shipping Issues: If you experience any problems with shipping, such as delays, lost packages, or incorrect delivery, let us know. We’ll work closely with our shipping partners to resolve the issue promptly.
Returns and Refunds
- Return Guidance: Our team will guide you through the return process, providing clear instructions on how to initiate a return, package your items, and obtain a return shipping label (when applicable).
- Refund Inquiries: If you have questions about the refund timeline, the amount you’ll receive, or the refund method, we’re here to clarify any uncertainties and keep you informed throughout the process.
Product Issues
- Damaged or Defective Items: If you receive a damaged or defective product, contact us immediately. We’ll arrange for a hassle – free return and either issue a full refund or send you a replacement, depending on your preference.
- Product Performance: If you’re not satisfied with how a product performs or functions, share your concerns with us. We’ll assess the situation and offer appropriate solutions, which may include troubleshooting advice or a return option.
4. Customer Service Team Training
- Our customer service representatives undergo comprehensive training to ensure they have in – depth knowledge of our products, policies, and procedures. They are also trained in effective communication, problem – solving, and conflict resolution techniques to handle all customer inquiries and issues with professionalism and empathy.
5. Feedback and Improvement
- Customer Feedback: We highly value your feedback, whether it’s positive or negative. If you have suggestions for improving our products, services, or the overall shopping experience, please share them with us at [email protected]. Your insights help us identify areas for growth and make necessary enhancements.
- Complaint Resolution: In the rare event that you have a complaint, we are committed to resolving it to your satisfaction. Our team will listen attentively to your concerns, investigate the issue thoroughly, and take appropriate action to address it promptly.
6. Service Hours
Our customer service team is available to assist you during Monday – Friday, 9:00 AM – 5:00 PM . Emails received outside of these hours will be addressed as soon as possible during the next business day.