At Queen Lily , customer satisfaction is our top priority. We consider your feedback and complaints a valuable opportunity to improve our services and products. This policy outlines the mechanism for submitting complaints and suggestions and ensures their transparent and effective follow-up.
Official communication channels:
- Email: [email protected]
- WhatsApp customer service: 00966549090390
- Mobile number: 00966549090390
Article One:
Procedures for submitting complaints and suggestions: You can submit complaints or suggestions through one of the official channels mentioned above, making sure to include the following details to ensure a quick response:
- Full name and contact number.
- Order number (if the complaint is related to a specific order).
- A clear and accurate description of the complaint or suggestion.
- Any supporting documents (such as photos of the damaged product, or screenshots).
Article Two: Follow-up and Response Mechanism
- Initial response:
Our team will send an acknowledgment of receipt of your complaint within 24 working hours.
- Time period for the solution:
- Simple complaints and inquiries are resolved within 1-7 business days.
- Complaints that require investigation (such as problems with shipping companies or defective products) may take up to 10 business days, with the customer being kept informed of updates.
- Final response: You will be contacted to inform you of the actions taken and the resolution of the problem.
Article Three:
Confidentiality and neutrality
- All complaints and suggestions are treated with complete confidentiality.
- Each case is considered with complete impartiality, with the aim of reaching a fair and satisfactory solution for the customer that is in line with the store's policies.
Article Four:
The scope of acceptable complaints includes (but is not limited to) the complaints we receive:
- The order arrived late beyond the specified period (7 working days) without explanation.
- Receiving a damaged product or one with a manufacturing defect.
- Receiving a product different from what was ordered.
- Facing technical difficulties in using the store.
- Comments on the quality of customer service.
Article Five:
Development suggestions: We welcome all suggestions aimed at developing the "Queen Li Li" store, whether they relate to products, the user experience on the site, or shipping operations.
Article Six:
Store commitments : At Queen Lily, we are committed to investigating every complaint seriously and compensating customers for any proven damages resulting from our error in accordance with our exchange and return policy.
