Customer Service Policy-Jigsawo

At Jigsawo, we prioritize providing exceptional support to ensure a smooth and satisfying experience for every customer who shops our collection of women’s dresses, tops, occasionwear, workwear, skirts, shoes, boots, and accessories. This Customer Service Policy outlines the scope of our support, how to reach us, our response timelines, and how we address common customer needs. By engaging with our services, you agree to the terms outlined below, which align with our Terms of Purchase, Shipping Policy, and Refund Policy.

1. Scope of Customer Service Support

Our customer service team is dedicated to assisting you with a wide range of inquiries and issues related to your Jigsawo experience. We provide support for:

  • Order-related questions: Status updates, tracking information, order modifications (within eligible timelines), and confirmation details.
  • Product inquiries: Size guidance, material details, color variations, care instructions, and availability of specific items.
  • Shipping and delivery: Assistance with delayed shipments, missing packages, address updates (within 24 hours of purchase), and international shipping concerns (e.g., customs follow-up).
  • Returns and refunds: Guidance on initiating returns, checking refund status, resolving refund delays, and addressing issues with returned products.
  • Account support: Help with account creation, login issues, updating personal information, and managing newsletter subscriptions.
  • Feedback and concerns: Addressing complaints, product defects, service issues, and collecting suggestions to improve our offerings.

Please note: We do not provide support for third-party services (e.g., payment processor errors, shipping carrier disputes beyond our control) but will direct you to the appropriate contact for such issues when possible.

2. How to Contact Us

We offer a primary, reliable channel for customer support to ensure efficient communication and issue resolution:

  • Email: Reach our team directly at [email protected]. This is our preferred method, as it allows us to track your inquiry, attach relevant details (e.g., order receipts, product photos), and provide clear, documented responses.

When contacting us, please include the following information to help us assist you quickly:

  • Your full name (as it appears on your order or account).
  • Registered email address (linked to your Jigsawo account, if applicable).
  • Order number (for order, shipping, or refund-related inquiries).
  • Clear description of your issue or question (e.g., “Tracking not updating for Order #12345” or “Request size guide for the Floral Midi Dress”).
  • Relevant attachments (e.g., photos of defective products, screenshots of error messages) if applicable.

We may add additional support channels (e.g., live chat, phone support) in the future, and will update this policy and our website to reflect those changes.

3. Response and Resolution Timelines

We are committed to addressing your inquiries promptly and thoroughly. Our standard response and resolution timelines are:

  • Initial response: We aim to reply to all email inquiries within 1-2 business days (Monday to Friday, excluding weekends and public holidays). During high-volume periods (e.g., sales events, holiday seasons), response times may extend to 3 business days, and we will notify you of delays via email if possible.
  • Issue resolution:
  • Simple inquiries (e.g., size guides, order status checks) will typically be resolved in the initial response.
  • Complex issues (e.g., missing packages, refund disputes, defective products) may require additional time (3-5 business days) to investigate (e.g., coordinating with shipping carriers, verifying product details). We will provide regular updates (every 2-3 days) on the progress of such cases until resolution.
  • Returns and refund processing follow the timeline outlined in our Refund Policy (5-10 business days for refund initiation after inspection), and we will notify you at each step (e.g., “Return received,” “Refund processed”).

If you do not receive a response within our stated timeline, please check your spam/junk folder (emails from [email protected] may be filtered) or resend your inquiry—we never ignore customer messages, and delays are often due to technical or filtering issues.

4. Service Standards and Commitments

Our customer service team adheres to strict standards to ensure your experience is respectful, transparent, and effective:

  • Courtesy and professionalism: All team members are trained to communicate clearly, listen to your concerns, and treat you with respect, regardless of the issue.
  • Transparency: We will be honest about what we can and cannot resolve, provide realistic timelines for resolution, and avoid misleading information (e.g., we will not promise a refund “within 24 hours” if our policy requires 5-10 days).
  • Accountability: If we make a mistake (e.g., shipping the wrong product, delaying a refund), we will take responsibility, apologize, and take immediate action to correct the issue (e.g., reshipping the correct item for free, expediting a refund).
  • Accessibility: We strive to make our support accessible to all customers, including providing clear, jargon-free responses and accommodating special requests (e.g., providing order details in a different format) when possible.

5. Escalation Process for Unresolved Issues

If you are not satisfied with the initial resolution of your issue, or if your concern remains unresolved after our standard timeline, you may escalate your inquiry:

  1. Request escalation: Reply to the original customer service email and clearly state that you wish to escalate the issue. Include a summary of the previous communication and why you are unsatisfied.
  2. Escalation review: Your inquiry will be assigned to a senior customer service representative or a team supervisor within 1 business day. They will review your case in full, including all previous communications and documentation.
  3. Final resolution: The escalation team will provide a final response within 3 business days, outlining the steps we will take to resolve your issue (e.g., expediting a refund, offering a store credit, replacing a defective product). This response will be considered our final resolution, unless additional action is required by law or our policies.

6. Updates to This Policy

We may update this Customer Service Policy from time to time to reflect changes in our support channels, response timelines, or service standards (e.g., adding live chat support, adjusting response times based on customer feedback). When updates are made, we will revise the “Last Updated” date at the top of this policy and post the new version on our website (www.jigsawo.com). The updated policy will apply to all customer inquiries initiated on or after the update date. We encourage you to review this policy periodically to stay informed about how we support our customers.

7. Contact Information (Recap)

For all customer service needs, please reach out to us at:

Email: [email protected]

Website: www.jigsawo.com (for self-service resources, e.g., size guides, policy documents)