Customer Service Policy | Kendrascotd

At Kendrascotd, we believe exceptional customer service is as important as the limited-edition jewelry we offer—whether you’re shopping for a simple pendant necklace, sleek huggie earrings, or a timeless band ring. Our team is dedicated to supporting you at every step of your shopping journey, from pre-purchase questions to post-delivery assistance. This Customer Service Policy outlines the support you can expect, how to reach us, and how we resolve common inquiries.

1. Our Commitment to You

We strive to deliver customer service that is:

  • Responsive: We prioritize timely replies to ensure you never wait long for updates.
  • Transparent: We communicate clearly about order status, policies (e.g., shipping, refunds), and any issues that arise.
  • Personalized: We tailor support to your needs—whether you’re asking about jewelry materials or need help with a return.
  • Solution-Focused: We work to resolve problems quickly and fairly, with your satisfaction as our goal.

2. Service Scope & Support Topics

Our customer service team is here to assist with all matters related to your Kendrascotd experience, including:

a. Pre-Purchase Inquiries

  • Details about jewelry (e.g., material of a band ring, size options for huggie earrings, care instructions for pendant necklaces);
  • Availability of limited-edition items (including restock updates for sold-out styles);
  • Order customization (if applicable, e.g., engraving options);
  • Help with navigating the website (e.g., creating an account, using search filters, applying discount codes);
  • Clarifications on policies (shipping, refunds, terms of purchase).

b. Order & Shipping Support

  • Tracking updates (if you can’t find your tracking number or need help interpreting delivery status);
  • Address changes (requested before your order ships—we cannot modify addresses once fulfillment begins);
  • Shipping delays (investigating late deliveries or coordinating with carriers for lost packages);
  • Notifications about order status (e.g., processing delays for high-demand limited-edition items).

c. Post-Delivery Assistance

  • Returns and refunds (initiating requests, troubleshooting return shipping, checking refund status);
  • Damaged or incorrect items (reporting issues, arranging replacements, or processing refunds);
  • Jewelry care questions (how to clean tarnished pendants, store huggie earrings, or maintain band rings);
  • Feedback or concerns (sharing your experience to help us improve our products and service).

3. How to Contact Us

We offer a simple, reliable way to reach our customer service team—designed to ensure your inquiry is addressed by the right person:

Primary Contact Method

This is our preferred channel for all inquiries, as it allows us to track your request, attach necessary documents (e.g., return labels), and provide detailed responses.

When emailing, please include:

  • Your full name (as it appears on your order or account);
  • Order number (if applicable—found in your confirmation or fulfillment email);
  • A clear description of your inquiry (e.g., “tracking update for order #12345” or “question about silver pendant care”);
  • Photos (if relevant, e.g., for damaged items or incorrect orders).

Response Times

  • We aim to reply to all emails within 24–48 business hours (excluding weekends and major holidays like Christmas, Thanksgiving, and New Year’s Day).
  • For urgent matters (e.g., a missing package marked “delivered” or a damaged item received), we prioritize responses and typically reply within 12–24 business hours.
  • During peak periods (e.g., Black Friday/Cyber Monday, limited-edition launches), response times may extend slightly—we’ll post a notice on our website homepage to keep you informed.

4. Handling Common Issues: Step-by-Step

To ensure consistency and efficiency, we follow clear processes for resolving common customer concerns:

a. Tracking a Missing Package

  1. You contact us with your order number and note that you can’t find your package (or tracking shows “delivered” but it’s missing).
  2. We first ask you to check nearby locations (neighbors, mailrooms, building management) and your local carrier facility—packages are often left in secure spots.
  3. If the package is still missing, we escalate the issue to our carrier partner (USPS, DHL, or FedEx) to initiate a formal trace.
  4. We update you within 2–3 business days with the carrier’s findings. If the package is confirmed lost, we either reship the item (if in stock) or issue a full refund within 5–10 business days.

b. Returning an Eligible Item

  1. You email us to request a return, including your order number and the item(s) you want to send back.
  2. We confirm eligibility (within 24 hours) and send a pre-paid return label (for free global return shipping).
  3. You ship the item back within 7 days of receiving the label.
  4. Once we receive and inspect the item (6–12 business days after shipping), we notify you of approval and initiate your refund (processed within 5–10 business days).

c. Reporting a Damaged or Incorrect Item

  1. You email us within 3 days of delivery, including your order number and photos of the damaged/incorrect item (and packaging).
  2. We review the photos and confirm the issue within 24 hours.
  3. We offer two solutions: (1) send a free replacement (if the item is in stock, especially for limited-edition pieces) or (2) issue a full refund.
  4. If you choose a replacement, we ship it within 1–3 business days and send a new tracking number. If you choose a refund, it’s processed within 5–10 business days.

5. Feedback & Continuous Improvement

We value your input—your feedback helps us enhance our jewelry collection and customer service. Here’s how you can share your thoughts:

  • Post-Purchase Surveys: After your order is delivered, we’ll send a short survey via email (you can opt out at any time). Your responses help us identify areas to improve (e.g., faster shipping updates, more detailed product descriptions).
  • Direct Email Feedback: You can email us at [email protected] with any suggestions, compliments, or concerns—we review every piece of feedback and share it with our team to drive positive changes.

6. Accessibility

We are committed to making our customer service accessible to all users. If you have specific needs (e.g., requiring assistance in a different format or language), please note this in your email, and we’ll accommodate your request to the best of our ability.

7. Contact Us for Further Help

If you have any questions about this Customer Service Policy or need support beyond what’s outlined here, reach out to us at:

At Kendrascotd, we’re here to make your experience with our limited-edition jewelry as smooth and enjoyable as possible—thank you for choosing us.