Customer Service Policy for Kendra Scett

At Kendra Scett, we believe that exceptional customer service is as important as the quality of our jewelry—whether it’s a delicate necklace, a pair of huggie earrings, a sleek band ring, or any other piece in our collection. This Customer Service Policy outlines our commitment to supporting you throughout your shopping journey, ensuring your questions are answered, concerns are addressed, and experiences with us are positive.

Our Commitment

We strive to provide friendly, efficient, and reliable customer service to all our customers. Our team is dedicated to ensuring your satisfaction, from helping you find the perfect piece to resolving any issues that may arise with your order. We value your trust in Kendra Scett and work to earn it with every interaction.

Scope of Service

Our customer service team is here to assist with a wide range of inquiries, including but not limited to:

  • Product information (materials, sizing, care instructions, availability, etc.)
  • Order status and tracking
  • Shipping and delivery questions (refer to our Shipping Policy for details)
  • Returns, exchanges, and refunds (refer to our Refund Policy for guidelines)
  • Account management (password resets, updating personal information, etc.)
  • Technical issues with the website (navigation, checkout problems, etc.)
  • Feedback and suggestions for improving our products or services

Contact Channels

You can reach our customer service team through the following channel:

This is our primary contact method, and we aim to respond to all emails within 24-48 business hours. For urgent inquiries, please include “URGENT” in the subject line to prioritize your message.

Response Time

We understand that timely communication is key. While we aim to reply to all inquiries within 24-48 business hours, response times may be slightly longer during peak periods (e.g., holidays, sales events). Rest assured, we review every message and will address your concerns as promptly as possible.

Service Hours

Our customer service team operates during standard business hours, Monday to Friday, 9:00 AM to 5:00 PM (EST). Emails sent outside these hours will be reviewed the next business day.

Handling Complaints

We take customer complaints seriously and are committed to resolving them fairly and efficiently. If you have a complaint, please provide as much detail as possible (order number, photos, etc.) when contacting us. Our process for handling complaints includes:

  1. Acknowledging your complaint within 24 business hours.
  2. Investigating the issue thoroughly, which may involve coordinating with our shipping, returns, or product teams.
  3. Providing a clear resolution or update within 3-5 business days of receiving your complaint.
  4. Following up to ensure you are satisfied with the outcome.

Language Support

Currently, our customer service is available in English. We are working to expand our language support to better serve our global customers in the future.

Feedback

We welcome your feedback on our customer service. Your input helps us identify areas for improvement and ensures we continue to meet your needs. You can share your feedback by emailing us at [email protected] with the subject line “Feedback.”

Changes to This Policy

We may update this Customer Service Policy from time to time to reflect changes in our services or processes. Any updates will be posted on this page, and the revised policy will take effect immediately. We encourage you to review this policy periodically for the latest information.

Thank you for choosing Kendra Scett. We are honored to be part of your jewelry journey and look forward to assisting you.