At Queen Lily , customer satisfaction is our top priority. We consider your opinions and complaints a valuable opportunity to improve our services and products. This policy regulates the mechanism for submitting complaints and suggestions and ensuring that they are followed up transparently and effectively.
Official communication channels:
- Email: [email protected]
- Customer Service WhatsApp: 00966547071332
- Mobile number: 00966547071332
Article 1:
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 prompt response:
- Full name and contact number.
- Request number (if the complaint is related to a specific request).
- 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 a receipt for your complaint within 24 business hours.
- Timeframe for solution:
- Minor 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 kept informed of updates.
- Final Response: We will contact you to inform you of the actions taken and the resolution of the issue.
Article 3:
confidentiality and neutrality
- All complaints and suggestions are treated with the strictest confidence.
- Each case is considered with complete impartiality, with the goal of reaching a fair and satisfactory solution for the customer and in accordance with store policies.
Article Four:
Scope of Acceptable Complaints Complaints we receive include (but are not limited to):
- The order was delayed beyond the specified period (7 working days) without explanation.
- Receiving a damaged or defective product.
- Receiving a different product than ordered.
- Experiencing technical difficulties using the store.
- Notes on customer service quality.
Article Five:
We welcome all suggestions for improving the Queen Lily store, whether related to products, the user experience on the site, or shipping operations.
Article 6:
Store Commitments: At Queen Li Li, we are committed to seriously investigating every complaint and compensating customers for any proven damages resulting from our error, in accordance with our exchange and return policy.
