Customer Service Policy of Ediktes

Last Updated: 2025.08.27

At Ediktes—your go-to online destination for women’s fashion that merges street style energy with runway-inspired design—we believe exceptional customer service is just as important as the quality of our products. Our team is dedicated to supporting you at every step of your shopping journey, from browsing our collection to post-purchase care. This Customer Service Policy outlines how we assist you, the channels available to connect with us, and our commitments to resolving your inquiries effectively. For any needs beyond what’s covered here, reach out to us at [email protected]—we’re here to help.

1. Our Service Commitment

We strive to deliver customer service that is responsive, respectful, and solution-focused. Our core commitments to you include:

  • Providing clear, accurate information about our products, policies (e.g., shipping, returns, refunds), and order status;
  • Resolving issues promptly and fairly, with transparency throughout the process;
  • Protecting your privacy and personal information (in line with our Privacy Policy);
  • Treating every customer with courtesy, regardless of the nature of your inquiry.

2. Scope of Customer Service Support

Our team is available to assist with a wide range of needs related to your Ediktes experience, including but not limited to:

2.1 Pre-Purchase Inquiries

  • Product details: Sizing guidance, fabric information, color variations, care instructions, and availability;
  • Order assistance: Help with navigating the website, creating an account, adding items to your cart, or using promo codes;
  • Policy clarification: Explanations of our Shipping Policy, Refund Policy, Terms of Purchase, or other brand policies.

2.2 During-Purchase Support

  • Payment issues: Troubleshooting failed transactions, verifying payment status, or answering questions about accepted payment methods (e.g., credit cards, PayPal);
  • Order modifications: Assisting with updating shipping addresses (within 24 hours of order placement) or canceling orders (before they are processed/shipped).

2.3 Post-Purchase Assistance

  • Order tracking: Helping you locate your package, interpret tracking updates, or resolve delays;
  • Return/refund support: Guiding you through the return process, issuing Return Authorization (RA) numbers, or updating you on refund status;
  • Damaged/incorrect items: Addressing issues with defective, damaged, or incorrectly shipped products (e.g., arranging replacements or full refunds);
  • Account support: Helping with password resets, updating account information, or accessing order history.

3. Contact Channels & Response Times

We offer a primary, reliable channel for customer service to ensure your inquiries are addressed efficiently:

3.1 Email Support (Primary Channel)

The fastest and most direct way to reach us is via email:

  • Email Address: [email protected]
  • How to Reach Us: Include your full name, order number (if applicable), and a clear description of your inquiry in your email. For issues like damaged products or sizing questions, attaching photos (when relevant) will help us resolve your request faster.

Response Time Commitment

  • We aim to respond to all email inquiries within 1-2 business days (Monday to Friday, excluding weekends and major holidays: Christmas Day, Thanksgiving Day, New Year’s Day, and Independence Day).
  • During peak periods (e.g., Black Friday, Cyber Monday, holiday sales), response times may be extended by 1 business day due to higher inquiry volume—we’ll notify you via email if this applies, and we’ll prioritize urgent issues (e.g., missing orders, damaged items).

3.2 Additional Support (Future Expansion)

As we grow, we may add more support channels (e.g., live chat, phone support) to enhance your experience. Any new channels will be announced on our website and updated in this policy.

4. Issue Resolution Process

We follow a structured process to ensure your concerns are resolved thoroughly:

  1. Inquiry Receipt: When you send an email, our team logs your request and assigns it to a customer service representative (CSR) trained to handle your specific issue (e.g., returns, order tracking).
  2. Initial Review: The CSR reviews your inquiry, verifies any necessary details (e.g., order history, shipping status), and may reach out for additional information if needed (e.g., photos of a damaged item).
  3. Solution Proposal: Within our response time commitment, we’ll provide a clear solution or update—for example:
  • For a missing order: We’ll escalate the issue with our shipping carrier and share a timeline for locating the package or issuing a replacement/refund;
  • For a sizing issue: We’ll provide detailed size charts and help you initiate a return (if eligible) for a different size;
  • For a payment error: We’ll verify the transaction status with our payment processor and guide you on next steps (e.g., reprocessing payment, issuing a refund).
  1. Follow-Up: If your issue requires additional time (e.g., carrier investigations for lost packages), we’ll send you regular updates (every 2-3 business days) until the matter is resolved.
  2. Resolution Confirmation: Once your issue is fixed, we’ll send a final email confirming the outcome (e.g., “Your refund has been processed,” “Your replacement order has shipped”) and invite you to reach out if you have further questions.

5. Feedback & Continuous Improvement

We value your feedback—it helps us improve our products and service. If you’re not satisfied with the support you received, or if you have suggestions for how we can do better, please let us know by:

  • Including feedback in your email response;
  • Using the “Feedback” section on our website (under “Contact Us”).

Our customer service manager reviews all feedback weekly to identify trends (e.g., common sizing issues, delays in a specific region) and implement changes to prevent future problems.

6. Exceptions & Limitations

While we strive to assist with all reasonable requests, we cannot guarantee support for:

  • Inquiries about third-party services (e.g., payment processor fees, customs duties for international orders—these are managed by external providers);
  • Issues arising from non-compliance with our policies (e.g., returns outside the 60-day window, orders placed with incorrect shipping addresses);
  • Inquiries related to products not purchased directly from Ediktes (e.g., items bought from resellers or third-party marketplaces).

7. Changes to This Policy

Ediktes reserves the right to update or modify this Customer Service Policy at any time. Any changes will be effective immediately upon posting the revised policy on our website, with the “Last Updated” date updated to reflect the change. We encourage you to review this policy periodically to stay informed about how we support you. Your continued use of our website and services after changes are posted constitutes your acceptance of the revised policy.

8. Final Note

Your satisfaction is our priority. Whether you have a simple question about a product or a more complex issue with an order, our team is committed to making your Ediktes experience as smooth and enjoyable as possible. Don’t hesitate to reach out—we’re here for you.

Contact Us: [email protected]

Website: www.ediktes.com (for additional resources like size charts and policy details)