Customer Service Policy

Customer Service Policy
At mycosyvalley, we are deeply committed to providing exceptional customer service to ensure your shopping experience for our elegant dresses is seamless, enjoyable, and satisfying. This Customer Service Policy describes our approach to supporting you at every stage of your journey with us, from browsing our collection to post-purchase assistance.
1. Service Channels
1.1 Email Support
Our primary customer service channel is email. Whether you have questions about product details, sizing, care instructions, or need assistance with an order, contact us at service@mycosyvalley.shop. We strive to respond to all emails within 24 business hours. To help us resolve your issues quickly, please include your order number (if applicable) and a detailed description of your query in your message. 1.2 Live Chat (Coming Soon)
In the near future, we will be introducing a live chat feature on our website. This real-time communication option will allow you to get immediate answers to your questions, receive instant assistance during the shopping process, and quickly resolve any issues you encounter. Stay tuned for updates on its launch.
1.3 Social Media
Connect with us on popular social media platforms such as Instagram, Facebook, and Twitter. While social media is not our primary support channel, we regularly monitor messages and comments. It's a great way to stay up-to-date on new arrivals, promotions, and fashion tips, as well as interact with our community of fashion lovers.
2. Scope of Service
2.1 Pre-Purchase Assistance
Before making a purchase, our customer service team is here to help you. Are you unsure about choosing a dress? Need advice on sizing, fabrics, or styling? Our fashion experts are ready to share their knowledge. Whether you're looking for the perfect pair of dresses for a relaxed day or elegant gowns for a formal event, we'll guide you toward the right choice.
2.2 Order Support
From the moment you place an order until its delivery, we're here for you. If you need to change your shipping address, update the size or style of your purchase, or if you have questions about the status of your order or delivery delays, please contact us. We will do our best to accommodate your requests based on the order's processing stage.
2.3 Returns and Refunds
We understand that sometimes a product may not meet your expectations. If you wish to return or exchange your dress, our team will guide you through the process. We will provide you with a return authorization number and instructions on how to return the item(s). Once we receive and inspect the returned products, we will promptly process your refund or exchange.
2.4 Product Issues
If you receive damaged, defective, or incorrect dresses, don't worry. Contact us immediately, and we will work with you to resolve the issue. We may offer you a replacement, refund, or other appropriate solution to ensure your satisfaction with your purchase.
2.5 Feedback and Suggestions
Your feedback is valuable to us. Whether it's a compliment, a suggestion for improvement, or a complaint, we want to hear from you. Share your thoughts via email, social media, or other feedback channels. We use your feedback to improve our products, services, and the overall shopping experience.
3. Service Quality Standards
3.1 Responsiveness
We place a high priority on responding to your inquiries quickly. As mentioned earlier, our goal is to respond to inquiries within 24 business hours. For urgent questions, we will give your request top priority. When the live chat feature is available, expect near-instant responses during service hours.
3.2 Knowledge and Expertise
Our customer service representatives are well-trained in product knowledge, fashion trends, and customer service best practices. They can accurately answer your questions, provide helpful advice, and efficiently resolve issues, ensuring you receive the support you need.
3.3 Courtesy and Professionalism
We treat every customer with respect, courtesy, and patience. Our team listens attentively to your concerns.