This Customer Service Policy explains how we handle customer inquiries, support requests, and service standards. We want every customer to feel heard, respected, and helped. This policy applies to all customers, including customers in the United States and other countries. By shopping with us, you agree to the communication practices described in this policy.
The primary way to reach us is through our Contact page. This page provides the method for submitting a message to our support team. Please include your order number when contacting us about an existing order, as this helps us locate your information quickly. If your inquiry is about a product, please include the product name or a link to the product page. If your inquiry is about a return or refund, please include the reason for the request and any relevant details. Clear information helps us respond faster and more accurately.
We aim to respond to customer inquiries in a timely manner. Response times can vary depending on the volume of messages we receive, the complexity of the inquiry, and the time of day or week. We prioritize order-related issues, shipping problems, and return requests. We also handle general questions about products, policies, and website use. If your inquiry requires input from a carrier or payment provider, it may take additional time to resolve. We will keep you informed of the status and next steps.
We treat all customers with respect. We expect the same in return. Our support team is trained to be professional, patient, and helpful. We do not tolerate abusive, threatening, or harassing behavior toward our staff. If a message contains abusive language or threats, we may limit or end communication on that matter. We believe that respectful communication leads to better outcomes for everyone.
We do not provide support through unsolicited phone calls or text messages. We do not ask for sensitive information such as full payment card numbers or passwords through email or chat. If you receive a message that appears to come from us and asks for sensitive information, please do not respond. Contact us through our Contact page to verify the message. We take phishing and fraud seriously and will cooperate with authorities when appropriate.
If you need help choosing a product, we are happy to assist. We can provide information about scent families, product formats, burn times, and usage suggestions. We cannot guarantee that a particular scent will match your personal preference, but we can describe products accurately and help you make an informed decision. If you are unsure between two options, we can explain the differences and let you decide what fits your needs.
If you have a problem with an order, please contact us as soon as possible. For shipping delays, we will check tracking information and contact the carrier if needed. For damaged or defective items, we may ask for photos or additional details. For returns, we will explain the process and provide instructions. For refunds, we will confirm when the refund has been issued and explain the expected timeline. We aim to resolve issues fairly and practically.
We may need to verify your identity or order details before making certain changes. This is to protect your account and prevent fraud. We may ask for the email address used for the order, the order number, or other information that helps us confirm that we are speaking with the right person. We appreciate your cooperation with these security measures.
If you are not satisfied with the outcome of a support request, you may ask for the matter to be reviewed again. We will take another look and explain our decision. We may not be able to provide the exact outcome you want, but we will be honest about what we can and cannot do. Our goal is to be consistent, transparent, and reasonable.
We may use automated tools to help manage customer inquiries, such as email routing or order lookup systems. These tools support our team but do not replace human review for complex issues. If you need to speak with a person, please indicate that in your message and we will do our best to accommodate you.
We keep records of customer communications to provide better service, resolve disputes, and improve our processes. These records are handled in accordance with our Privacy Policy. We do not share customer communications with third parties except as needed to resolve an issue or as required by law.
This Customer Service Policy is part of our overall terms. We may update it from time to time to reflect changes in our operations or service standards. The version posted on our website at the time of your inquiry applies. If you have questions about this policy, please contact us through our Contact page.
