Customer Service Policy

1. Service Mission

2. Service Scope

2.1 Pre-Purchase Support

• Product Inquiries: Details about materials (e.g., "Is this necklace stainless steel?"), waterproof performance (e.g., "Can this ring be worn in a pool?"), and design compatibility (e.g., "Will this charm fit my existing bracelet?").
• Sizing Guidance: Assistance with ring size conversion (US to EU), necklace length recommendations (e.g., "16-inch vs. 18-inch for layering"), and bracelet fit (e.g., "How to measure wrist circumference for a snug fit").
• Order Preparation: Help with account creation, product favorites, and understanding promotional terms (e.g., "Does this discount apply to custom charms?").

2.2 During-Purchase Support

• Order Processing: Updates on order status (e.g., "Has my order been confirmed?"), payment issues (e.g., "Why was my card declined?"), and address modifications (within 24 hours of order placement, per our Shipping Policy).
• Shipping Clarifications: Explanations of our 1–3 business day processing time, 6–12 day delivery window, and free shipping benefit (no minimum purchase).

2.3 Post-Purchase Support

• Shipment Tracking: Assistance with tracking updates, delayed packages, and carrier-related issues (e.g., "My tracking shows no movement").
• Returns & Refunds: Guidance on our 60-day return policy, Return Authorization (RA) requests, and refund processing timelines (5–10 business days after inspection).
• Quality & Defect Issues: Resolution for damaged items (e.g., "My charm’s clasp broke"), incorrect products (e.g., "I received the wrong ring size"), or waterproof feature failures (with proof of proper care).
• Product Care: Tips for maintaining jewelry (e.g., "How to clean waterproof rings") and addressing minor issues (e.g., "How to fix a tangled necklace chain").

3. Service Channels & Response Times

3.1 Primary Support Channels

• Email Support (Preferred): Email: service@evryjewelsoutlet.com Best for: Detailed inquiries (e.g., sizing questions with measurements), defect claims (with photos), and return requests. Response Time: 1–2 business days. For urgent issues (e.g., missing wedding ring order), mark the subject line "URGENT" for priority handling (response within 24 hours).
• Mailing Address: EVRYJEWELS Customer Service 3722 Garfield Street Denver Colorado 80205 United States Best for: Formal complaints, legal inquiries, or physical documentation (e.g., return receipts). Processing Time: 5–7 business days from receipt.

3.2 Self-Service Resources

• Help Center: FAQs covering sizing charts, waterproof care, shipping timelines, and return steps.
• Order Tracker: Enter your order number and email to check real-time shipping status.
• Product Pages: Detailed care instructions and size guides for every jewelry item.

4. Service Processes

4.1 General Inquiry Process

1. Submit your inquiry via email, including your name, order number (if applicable), and detailed question (e.g., "I need help choosing a necklace length for a 10-year-old").
2. Our team reviews your inquiry and assigns it to a specialist (e.g., sizing expert for ring fit questions).
3. You receive a personalized response with clear answers or next steps (e.g., "Here’s our child’s necklace size guide—we recommend 14 inches for a 10-year-old").
4. Follow up with additional questions via reply email if needed—we’ll reference your original inquiry for context.

4.2 Defect or Damage Claim Process

1. Report the issue within 48 hours of delivery (per our Shipping Policy) via email, including: order number, product name, defect description, and photos/videos of the item and packaging.
2. Our quality control team reviews the claim within 1 business day.
3. Approved claims: We offer a free replacement shipment or full refund (your choice). We provide a pre-paid return label for the defective item.
4. Denied claims: We send a detailed explanation (e.g., "The damage appears to be from wear, which is not covered") and offer alternative solutions (e.g., jewelry repair recommendations).

4.3 Complaint Resolution Process

1. Submit your complaint via email, including specific details (e.g., "My refund was not processed within the stated 10 days").
2. A senior customer service representative reviews your complaint within 24 hours and contacts you to acknowledge receipt.
3. We investigate the issue (e.g., checking refund processing records) and provide a resolution within 3 business days (e.g., "Your refund was delayed due to a system error—we’ve processed it and added a 10% store credit as an apology").
4. We follow up 5 business days later to confirm the resolution was satisfactory.

5. Service Commitments

• Professional Expertise: All team members complete training on jewelry materials, sizing, waterproof care, and our policies to provide accurate advice.
• Transparent Communication: We never give misleading information—if we don’t have an answer, we’ll research it and get back to you within 24 hours, with a clear timeline.
• Privacy Protection: We handle your personal information (e.g., order details, measurements) in compliance with our Privacy Policy—never sharing it with third parties without consent.
• Feedback-Driven Improvement: We track all inquiries and complaints to identify trends (e.g., frequent sizing questions for a specific ring style) and update our resources or processes accordingly.
• Fairness: We resolve issues based on our policies but will make reasonable exceptions for extenuating circumstances (e.g., a delayed gift due to carrier error).

6. Contact Us for Service Feedback

• Email: service@evryjewelsoutlet.com
• Mailing Address: EVRYJEWELS Customer Service, 3722 Garfield Street, Denver Colorado 80205, United States
• Website: evryjewelsoutlet.com (Use the "Contact Form" in the Help Center for feedback submissions)