Customer Service Policy – Aloyogae

At Aloyogae, we are committed to providing exceptional customer service to ensure your experience with our yoga leggings, clothes, and accessories is smooth and satisfying. This Customer Service Policy outlines how we assist you, the channels available for support, and our commitment to resolving your inquiries.

Scope of Service

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

  • Order status and tracking (for details on tracking, refer to our Shipping Policy).
  • Questions about product details, sizing, materials, or care instructions.
  • Assistance with returns, refunds, or exchanges (in line with our Refund Policy).
  • Technical issues with our website, such as account access, checkout problems, or navigation difficulties.
  • Feedback, suggestions, or concerns about our products, services, or website.

Communication Channels

We offer the following channels to reach our customer service team:

  • Email: The primary channel for support is [email protected]. This allows us to provide detailed, documented responses and track your inquiry efficiently.
  • Additional Channels: While email is our main focus, we may expand to include live chat or phone support in the future. Any updates to our communication channels will be posted on this page.

Response Time

We strive to respond to all inquiries promptly:

  • For email inquiries, we aim to provide a initial response within 24-48 business hours (excluding weekends and holidays). Complex issues may require additional time for investigation, but we will keep you informed of the progress.
  • During peak periods (such as sales events or holiday seasons), response times may be slightly extended, but we will work diligently to address your concerns as quickly as possible.

Problem Resolution

Our goal is to resolve your issues to your satisfaction. Here’s our approach:

  1. Acknowledgment: When you contact us, we will acknowledge receipt of your inquiry and provide a timeline for resolution if applicable.
  2. Investigation: For issues related to orders, returns, or product defects, we will gather necessary details (such as order numbers, photos, or descriptions) to investigate thoroughly.
  3. Resolution: Based on our policies (including Shipping, Refund, and Terms of Purchase), we will propose a solution, which may include refunds, replacements, order adjustments, or guidance on next steps.
  4. Follow-Up: After resolving your issue, we may follow up to ensure you are satisfied with the outcome.

Customer Responsibilities

To help us assist you effectively, we ask that you:

  • Provide clear and detailed information about your inquiry, including your order number (if applicable), contact details, and any relevant photos or documentation.
  • Allow us the stated response time to address your concern, especially for complex issues.
  • Communicate respectfully with our customer service team, as we are committed to treating you with courtesy and professionalism.

Feedback

We value your feedback as it helps us improve our products and services. If you have suggestions or comments about your experience with our customer service, please share them at [email protected]. We review all feedback regularly and use it to enhance our support processes.

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 effective date. We encourage you to review this policy periodically for the latest information.

For immediate assistance, please contact us at [email protected]. We are dedicated to ensuring your journey with Aloyogae is positive, from browsing our collection to enjoying your new yoga gear.