Customer Service Policy
Customer Service Policy
1. Service Core Principle
candlewarmersusshop.it.com takes customer satisfaction as the top priority of all online retail operations. This policy defines standardized service standards, contact channels, response rules and after-sales processing norms for all shoppers purchasing home fragrance goods on our platform. All customer service staff follow consistent professional, patient and fair service criteria for every user inquiry.
2. authorized reseller Contact Channels
All service consultation and after-sales requests are accepted via dedicated email channels categorized by business type:
- General shopping, order tracking, return & refund consultation: support@candlewarmersusshop.it.com
- Media cooperation, brand interview and press materials request: press@candlewarmersusshop.it.com
- Wholesale bulk order cooperation, retailer partnership negotiation: wholesale@candlewarmersusshop.it.com
- Comprehensive integrated inquiries including account, product and policy questions: info@candlewarmersusshop.it.com
3. Standard Response Timeframe
Our customer service team processes email messages on business days from Monday to Friday, excluding weekends and holidays. We guarantee authorized reseller reply delivery within 24 to 48 business hours after receiving your email. During large-scale discount promotions or holiday peak seasons, response time may extend moderately, and we will prioritize handling urgent problems such as lost packages and damaged products.
4. Service Scope Covered
Our customer service team provides full-cycle support covering all shopping stages:
Pre-Purchase Consultation
Product parameter introduction, fragrance flavor matching suggestion, wax warmer model selection, discount activity rule explanation and checkout operation guidance.
In-Order Assistance
Order address modification before warehouse dispatch, order cancellation application, payment failure troubleshooting and logistics tracking query.
Post-Delivery After-Sales Service
60-day free return application guidance, refund progress inquiry, damaged goods compensation processing, exchange arrangement and defective product replacement coordination.
Special Cooperation Support
Wholesale pricing consultation, bulk order customized packaging demand and media interview arrangement.
5. Feedback & Complaint Handling
We welcome all customer feedback and complaints to continuously optimize our product and service system. When submitting complaints, please attach your order number, detailed problem description and relevant picture evidence if applicable. Our team will record every complaint ticket, conduct full investigation and send formal resolution feedback within 3 business days. All reasonable customer suggestions will be collected and adopted into our platform optimization plan.
6. Standard Service Promise
We strictly execute all published service commitments on candlewarmersusshop.it.com:
- All orders processed within 1–3 business days before shipment
- Unified 6–12 business days global delivery cycle for all regions
- Free shipping applicable to all orders without delivery cost charges
- 60-day free return policy for all eligible purchased products
- Refund requests fully processed within 5–10 business days after returned goods inspection
- All platform transactions settled uniformly in US Dollar with no hidden fees
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