Customer Service Policy for Mejurn
At Mejurn, we believe that exceptional customer service is as important as the quality of our jewelry. Our team is dedicated to ensuring your experience with us—from browsing our collection to post-purchase support—is smooth, helpful, and satisfying. This Customer Service Policy outlines how we strive to assist you and the standards you can expect when interacting with our team.
1. Contact Channels
We offer the following channel for you to reach our customer service team:
- Email: Send your inquiries, feedback, or requests to [email protected]. This is our primary contact method, and we ensure all messages are addressed promptly.
2. Response Times
We are committed to providing timely assistance:
- General Inquiries: We aim to respond to all emails within 2 business days. This includes questions about products, orders, shipping, returns, or account management.
- Urgent Matters: For time-sensitive issues (e.g., order discrepancies, delivery problems), we prioritize responses and strive to resolve them within 1 business day of receipt.
Please note that messages sent on weekends or public holidays will be processed on the next business day.
3. Scope of Service
Our customer service team is here to assist with a wide range of needs, including but not limited to:
- Product Information: Details about materials, sizes, care instructions, or availability of earrings, rings, necklaces, bracelets, and charms.
- Order Support: Tracking updates, order modifications (where possible), payment issues, or status checks.
- Shipping and Delivery: Clarifications on shipping timelines, tracking problems, or assistance with undelivered packages (as outlined in our Shipping Policy).
- Returns and Refunds: Guidance on initiating returns, refund status, or resolving issues with returned items (in line with our Refund Policy).
- Account Assistance: Help with creating, accessing, or updating your Mejurn account, including password resets or profile changes.
- Feedback and Complaints: We welcome your feedback—whether positive or constructive. All complaints are handled with care, and we work to resolve them to your satisfaction.
4. Service Commitments
- Accuracy: Our team provides accurate, up-to-date information about products, policies, and procedures. If we make a mistake, we will correct it promptly and transparently.
- Respect and Courtesy: Every interaction with our team is conducted with professionalism, patience, and respect. We value your time and strive to listen actively to your needs.
- Problem Resolution: For issues requiring further investigation (e.g., lost packages, defective items), we will keep you informed of our progress and provide a clear timeline for resolution. We aim to find fair, practical solutions that align with our policies and your expectations.
- Confidentiality: Any personal information you share with our customer service team (e.g., order details, contact information) is treated with strict confidentiality and used solely to assist you, in compliance with our Privacy Policy.
5. How We Improve
We continuously work to enhance our customer service by:
- Monitoring response times and resolving any delays.
- Collecting feedback from customers to identify areas for improvement.
- Training our team to stay updated on product details, policies, and best practices for assisting you.
6. Contact Us
For any assistance, please reach out to our customer service team at:
We are here to make your experience with Mejurn exceptional—thank you for choosing us.