Customer Service Policy

Customer Service Policy

At swirlschic, we are committed to providing exceptional customer service to ensure that your shopping experience with us is enjoyable, hassle - free, and satisfactory. This Customer Service Policy outlines our approach to addressing your inquiries, concerns, and issues, as well as the support we offer throughout your journey with us.


1. Service Channels

  • Email Support: Our primary communication channel is email. You can reach out to our customer service team at service@swirlschic.shop for any questions, concerns, or requests related to your orders, products, website usage, or any other aspect of our services. We strive to respond to all emails within 1 - 2 business days. Please include your order number, if applicable, to help us assist you more efficiently.
  • Self - Service Resources: We also provide a comprehensive Frequently Asked Questions (FAQ) section on our website. Here, you can find answers to common questions regarding order placement, shipping, returns, refunds, product information, and more. We regularly update the FAQ to address the most relevant and frequently asked topics.


2. Service Scope

  • Pre - purchase Assistance: Our customer service team is available to help you make informed purchasing decisions. Whether you need more information about a product’s size, material, color options, or styling tips, we are here to answer your questions and provide guidance.
  • Order - related Inquiries: From the moment you place an order until it is delivered, we can assist with any order - related concerns. This includes tracking your order, addressing issues with order confirmations, shipping delays, or problems with delivery. If you have questions about order modifications (such as changing your shipping address or adding/removing items), we will do our best to accommodate your request, subject to order processing status.
  • Returns and Refunds: We understand that sometimes a product may not meet your expectations. Our customer service team will guide you through the return and refund process, answer any questions about eligibility, provide return authorization, and assist with tracking the progress of your refund. We aim to make the return and refund experience as seamless as possible.
  • Product Support: If you encounter any issues with the quality or functionality of a product you purchased from us, we will work with you to resolve the problem. This may involve providing troubleshooting tips, arranging for a replacement, or issuing a refund, depending on the nature of the issue.


3. Service Quality Standards

  • Responsiveness: We are dedicated to responding to your inquiries in a timely manner. As mentioned, we aim to reply to email inquiries within1 - 2 business days. For urgent matters, we will prioritize your request and strive to provide a quicker response.
  • Knowledge and Expertise: Our customer service representatives are well - trained and knowledgeable about our products, services, and policies. They are equipped to provide accurate and helpful information to address your concerns effectively.
  • Courtesy and Professionalism: We believe in treating every customer with respect, courtesy, and patience. Our team is committed to providing a friendly and positive customer service experience, whether you are asking a simple question or resolving a complex issue.


4. Feedback and Improvement

  • Customer Feedback: We value your feedback and encourage you to share your thoughts and experiences with our customer service. Whether it’s a compliment, a suggestion for improvement, or a complaint, your feedback helps us enhance our services. You can provide feedback by including it in your email communication with us or through any other feedback mechanisms available on our website.
  • Continuous Improvement: Based on the feedback we receive, we regularly review and update our customer service processes, policies, and training programs. Our goal is to continuously improve the quality of our customer service and exceed your expectations.


5. Service Hours

Our customer service team is available during 9:00 AM - 5:00 PM, Monday - Friday. Outside of these hours, you can still send us an email, and we will respond as soon as possible during our next business day.
If you have any questions or concerns regarding our Customer Service Policy or need assistance, please do not hesitate to contact us at service@swirlschic.shop. We look forward to serving you and making your shopping experience with swirlschic exceptional.