Customer Service Policy of Quinety

At Quinety, we believe exceptional customer service is as important as the premium quality of our products—from Mongolian Cashmere to Washable Silk. Our goal is to provide you with timely, helpful, and transparent support for all your needs, whether you have questions about an order, need help with returns, or want to learn more about our fabrics. This Customer Service Policy outlines how we deliver support and what you can expect when you reach out to us.

1. Scope of Customer Service

We offer assistance for a wide range of customer needs, including but not limited to:

1.1 Pre-Purchase Support

Answering questions about product details (e.g., fabric care, sizing, color options, material origins).
Providing information on pricing, promotions, and order eligibility (e.g., global shipping coverage).
Helping with website navigation (e.g., creating an account, using search filters, saving items to a wishlist).

1.2 Order-Related Support

Sharing updates on order status (e.g., processing, shipped, out for delivery).
Assisting with order modifications or cancellations (where eligible, per our Terms of Purchase).
Resolving issues with missing items, incorrect shipments, or delivery delays.
Providing tracking information and helping interpret tracking updates.

1.3 Post-Purchase Support

Guiding you through the return and refund process (per our Refund Policy).
Addressing concerns about product defects, damage, or dissatisfaction.
Answering questions about product care (e.g., how to wash Mongolian Cashmere, maintain Italian Leather).
Assisting with refund status inquiries or reimbursement for eligible return shipping costs.

1.4 General Inquiries

Responding to questions about our brand, sourcing practices, or policies (e.g., Privacy Policy, Shipping Policy).
Handling feedback, suggestions, or complaints to help us improve our products and services.

2. How to Contact Us

We offer a primary, reliable channel for customer support to ensure your inquiries are tracked and resolved efficiently:

2.1 Email Support (Primary Channel)

Contact Email: [email protected]
What to Include: To help us assist you quickly, please include:
Your full name (as it appears on your order or account).
Order number (if applicable—found in your order confirmation email or account dashboard).
A clear description of your inquiry, issue, or request.
Photos (if relevant, e.g., for damaged products, incorrect items).
Response Time: We aim to respond to all email inquiries within 2 business days (excluding weekends and major public holidays like Christmas Day, New Year’s Day, and Thanksgiving Day). For urgent matters (e.g., missing shipments marked as delivered), we prioritize responses and aim to get back to you within 1 business day.

2.2 Additional Support Notes

At this time, we do not offer phone support or live chat. Email support allows us to maintain a detailed record of your inquiry, ensuring consistency and accuracy in our responses.
If you do not receive a response within 3 business days, please check your spam/junk folder (emails from [email protected] may be filtered there) or resend your inquiry—we never ignore customer messages, and delays are often due to technical filtering.

3. Issue Resolution Process

We follow a structured process to resolve your concerns fairly and efficiently, ensuring transparency at every step:

3.1 Step 1: Receive and Review Your Inquiry

When you send an email, our customer service team first reviews your message to understand the issue (e.g., order delay, damaged product, sizing question) and gather all necessary details (e.g., order number, photos). If any information is missing, we will follow up to request it—this helps avoid delays in resolution.

3.2 Step 2: Provide a Clear Response or Action Plan

For simple inquiries (e.g., “What is the care for Turkish Cotton?”): We will provide a direct, detailed answer in our initial response.
For complex issues (e.g., lost shipment, defective product): We will outline a clear action plan, including:
What we need from you (e.g., additional photos, tracking number).
What steps we will take (e.g., initiating a carrier investigation, arranging a replacement).
A timeline for next steps (e.g., “We will contact the carrier within 1 business day and update you”).

3.3 Step 3: Resolve and Follow Up

Once we take action (e.g., approve a refund, ship a replacement), we will notify you via email with confirmation details (e.g., refund transaction ID, new tracking number).
After resolution, we may follow up within 3-5 business days to ensure you are satisfied with the outcome. If you have further concerns, we will continue working with you until the issue is fully resolved.

4. Service Commitments

To ensure you have a positive experience with Quinety, we adhere to the following commitments:

4.1 Transparency

We will never provide misleading information about order status, product availability, or policy terms. If we encounter an unexpected delay (e.g., a product is out of stock after you place an order), we will notify you immediately and offer clear options (e.g., full refund, backorder with estimated restock date).

4.2 Respect and Empathy

Our customer service team is trained to treat every inquiry with respect, regardless of the issue. We understand that problems like damaged products or delayed shipments can be frustrating, and we will approach your concern with empathy to find the best solution for you.

4.3 Accountability

If a mistake is made on our part (e.g., shipping the wrong item, failing to notify you of a delay), we will take full responsibility and correct it promptly—this may include free return shipping, a full refund, or expedited replacement (where applicable).

4.4 Accessibility

We ensure our customer service is accessible to all users. If you have specific needs (e.g., requesting information in a different format), please note this in your email, and we will accommodate your request to the best of our ability.

5. Feedback and Improvement

We value your feedback as it helps us enhance our customer service and products. If you have suggestions for how we can improve, or if you are not satisfied with the support you received, please let us know in your email. We regularly review customer feedback to identify areas for growth—whether it’s reducing response times, clarifying policy details, or adding new support resources.

6. Updates to This Policy

We may update this Customer Service Policy from time to time to reflect changes in our support processes (e.g., adding a new contact channel). Any updates will be posted on our website, and the revised policy will take effect immediately upon posting. We recommend reviewing this policy periodically to stay informed about how we support our customers.

For any questions or concerns not covered in this policy, please contact us at [email protected]—we’re here to help.