At Reripato, we are committed to providing exceptional customer service to ensure your shopping experience is smooth, satisfying, and enjoyable. This policy outlines our approach to supporting you before, during, and after your purchase.
1. Our Commitment
We strive to:
Treat every customer with respect, empathy, and professionalism.
Address your inquiries and concerns promptly and thoroughly.
Provide accurate information about our products, orders, shipping, returns, and policies.
Continuously improve our service based on your feedback.
2. How to Reach Us
You can contact our customer service team through the following channel:
Email: Send your questions, requests, or feedback to service@reripato.site. This is our primary mode of communication, allowing us to provide detailed, documented responses.
3. Response Time
We aim to respond to all inquiries within 1–2 business days (excluding weekends and major holidays). For urgent matters (e.g., order issues requiring immediate attention), we will make every effort to reply sooner.
4. Areas of Support
Our customer service team is here to assist you with:
Pre-Purchase Inquiries: Product details (sizing, materials, care instructions), availability, pricing, and styling advice.
Order Management: Tracking your order, updating shipping addresses (if possible), canceling orders (before shipment), and resolving payment issues.
Shipping and Delivery: Questions about delivery timelines, tracking information, lost or damaged shipments, and international shipping procedures.
Returns and Refunds: Guiding you through the return process, explaining refund eligibility, and updating you on the status of your refund.
Account Assistance: Helping with account creation, password resets, and managing your account preferences.
Feedback and Complaints: Listening to your feedback (positive or constructive) and working to resolve any issues to your satisfaction.
5. How We Handle Complaints
If you are dissatisfied with any aspect of your experience, please let us know. We will:
Acknowledge your complaint within 1 business day.
Investigate the issue thoroughly, gathering any necessary details (e.g., order numbers, photos, or correspondence).
Provide a clear resolution or explanation within 3–5 business days, depending on the complexity of the issue.
Follow up to ensure you are satisfied with the outcome.
6. Limitations
While we strive to assist with all reasonable requests, we cannot:
Modify shipping addresses once an order has been shipped.
Guarantee delivery times affected by factors beyond our control (e.g., customs delays, carrier issues).
Process returns or refunds outside the terms of our Refund Policy (e.g., for items returned after 60 days or in non-eligible condition).
Provide information about third-party services (e.g., payment processors, shipping carriers) beyond what is publicly available.
7. Feedback
We value your input! If you have suggestions for improving our customer service, please share them at service@reripato.site. Your feedback helps us grow and better serve you.
Thank you for choosing Reripato. We look forward to assisting you and ensuring your experience with us is exceptional.
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