Customer Service Policy – Summer Fridaye

At Summer Fridaye, we are committed to providing exceptional customer service to ensure your experience with our website and Shop Summer Fridays skincare products is smooth, satisfying, and hassle-free. This Customer Service Policy outlines our approach to supporting you, from pre-purchase inquiries to post-delivery assistance.

1. Our Commitment

Our customer service team is dedicated to:

• Answering your questions accurately and promptly.
• Resolving issues fairly and efficiently.
• Ensuring transparency in all communications.
• Treating every customer with respect and professionalism.

We believe that great service is just as important as the quality of the products we offer, and we strive to exceed your expectations at every step.

2. Contact Channels

The primary way to reach our customer service team is via email:

• Email: [email protected]

We may expand to additional contact channels (such as live chat or phone support) in the future, and will update this policy accordingly if we do so.

3. Response Times

We aim to respond to all inquiries within 2–3 business days (Monday–Friday, excluding holidays). During peak periods (e.g., sales events, holidays), response times may be slightly extended, but we will make every effort to address your concerns as quickly as possible.

For urgent matters (e.g., order issues requiring immediate attention), please mark your email subject line with “URGENT” to help us prioritize your request.

4. Types of Assistance We Provide

Our team is here to help with a wide range of inquiries, including but not limited to:

• Pre-Purchase Questions: Information about product details, ingredients, usage instructions, availability, and pricing (all in USD).
• Order Support: Tracking order status, updating shipping addresses (before dispatch), canceling orders (if eligible), and resolving payment issues.
• Shipping and Delivery: Explaining shipping timelines (1–3 days processing, 6–12 days delivery), assisting with tracking packages, and addressing delivery delays or lost packages.
• Returns and Refunds: Guiding you through the 60-day return process, initiating return authorizations, and providing updates on refund status (5–10 days processing after return approval).
• Product Concerns: Helping with damaged or defective items, and connecting you with relevant resources for product-related issues.
• Account Assistance: Resetting passwords, updating account information, and resolving login problems.

5. How to Help Us Assist You

To ensure we can resolve your issue quickly, please include the following information in your inquiry whenever possible:

• Your full name and contact details.
• Your order number (if applicable).
• A clear description of your question or concern.
• Relevant photos (e.g., for damaged items, incorrect shipments) or documentation.

6. Escalation Process

If you are not satisfied with the resolution provided by our customer service team, you may request to have your issue escalated to a supervisor. Please include “Escalation Request” in the subject line of your follow-up email, along with your original inquiry details and previous response. We will review the matter and provide a further update within 3–5 business days.

7. Feedback

We value your feedback on our customer service. If you have suggestions for how we can improve, please share them via email at [email protected]. Your input helps us enhance our support and better serve you.

8. Updates to This Policy

We may update this Customer Service Policy from time to time to reflect changes in our services or procedures. Any updates will be posted on this page with a revised “Last Updated” date. We encourage you to review this policy periodically for the latest information.

Thank you for choosing Summer Fridaye. We look forward to assisting you!

Last Updated: 2025.08.12