Customer Service Policy – Charlotte Tilburs
At Charlotte Tilburs, we believe that exceptional customer service is at the heart of a memorable shopping experience. Our dedicated customer service team is committed to assisting you with any questions, concerns, or needs you may have, ensuring your journey with us is seamless and satisfying. This policy outlines our approach to customer service and the support you can expect.
1. Our Commitment
We strive to provide prompt, courteous, and effective service to all our customers. Whether you need help with an order, product information, returns, or any other inquiry, our team is here to assist you with professionalism and care. Your satisfaction is our priority, and we work diligently to resolve issues to your satisfaction.
2. Contact Channels
You can reach our customer service team through the following channel:
- Email: Send your inquiries to [email protected]. This is our primary contact method, and we ensure that all emails are addressed thoroughly.
3. Response Times
We aim to respond to all customer inquiries in a timely manner:
- General Inquiries: We typically respond to emails within 24–48 business hours. This includes questions about products, orders, shipping, and returns.
- Urgent Matters: For urgent issues (e.g., damaged shipments, order errors), we prioritize responses and aim to get back to you within 12–24 business hours.
- Peak Periods: During busy seasons (e.g., holidays, sales events), response times may be slightly extended, but we will make every effort to reply as quickly as possible. We appreciate your patience during these times.
4. Areas of Assistance
Our customer service team is equipped to help with a wide range of topics, including:
- Order Support: Tracking orders, updating shipping addresses (if applicable), canceling orders (within the allowed timeframe), and resolving issues with order processing.
- Product Information: Details about ingredients, usage instructions, availability, and recommendations for luxury beauty, makeup, skincare, and fragrance products, including our online-exclusive items.
- Shipping and Delivery: Clarifying shipping timelines, tracking shipments, and addressing issues with lost, damaged, or undeliverable packages (as outlined in our Shipping Policy).
- Returns and Refunds: Guiding you through the return process, explaining refund eligibility, and updating you on the status of your refund (consistent with our Refund Policy).
- Account Support: Assisting with account registration, password resets, and updating personal information.
- Feedback and Complaints: Listening to your feedback, addressing concerns, and working to resolve any issues to ensure your satisfaction.
5. Handling Complaints
If you have a complaint, we take it seriously and follow these steps to resolve it:
- Acknowledgment: We will acknowledge your complaint within the standard response time, confirming that we have received it and are reviewing the details.
- Investigation: Our team will investigate the issue thoroughly, gathering any necessary information (e.g., order details, shipment records).
- Resolution: We will propose a fair and timely resolution, which may include a refund, replacement, or other appropriate action based on the nature of the complaint.
- Follow-Up: After resolving the issue, we may follow up with you to ensure you are satisfied with the outcome and to gather feedback for improvement.
6. Language Support
Our customer service team primarily communicates in English. If you prefer assistance in another language, please note this in your email, and we will make every effort to assist you or connect you with a translation resource where possible.
7. Continuous Improvement
We regularly review customer feedback and service interactions to identify areas for improvement. Your input helps us enhance our service quality, streamline processes, and ensure that we continue to meet your expectations.
8. Contact Us
For any assistance, please reach out to our customer service team at:
Email: [email protected]
We look forward to serving you and making your experience with Charlotte Tilburs exceptional.
Last updated: 2025.08.11