Customer Service Policy

1. Service Core Principles

• Customer-Centricity: Prioritize your needs—whether you’re seeking details about organic cotton durability, kids’ shoe size guidance, or resolving a sole bonding issue—with empathy and attention to detail.
• Professional Efficiency: Equip our team with in-depth expertise in VEJA’s materials (e.g., Amazon rubber sole care, organic cotton maintenance) and sizing systems (men’s/women’s/kids’ fit differences) to provide accurate answers and streamlined solutions.
• Transparent Fairness: Clearly communicate policies (shipping, returns, refunds) and processing progress, treating every customer equally—whether you’re purchasing a single kids’ pair or a family bundle.

2. Service Scope & Coverage

2.1 Pre-Purchase Support

• Product Expertise: Provide detailed insights into sustainable materials (e.g., "Amazon rubber soles offer slip resistance and durability," "Organic cotton uppers are machine-washable on gentle cycle"), scent-free design, and craftsmanship details (stitching, sole bonding).
• Personalized Recommendations: Suggest styles based on your needs—e.g., "Water-resistant organic cotton styles for rainy regions," "Velcro-closure kids’ sneakers for toddlers," or "Low-tops for office-casual wear."
• Sizing Guidance: Share VEJA-specific sizing charts (adjusted for men’s/women’s/kids’ foot shapes) and fit tips (e.g., "Fits true to US sizing; order your regular size for adults," "Kids’ styles run slightly narrow—size up if between sizes").
• Policy Clarification: Explain free shipping rules, 60-day return eligibility, and USD transaction details to help you make informed decisions.

2.2 Order & Shipping Assistance

• Order Tracking: Provide real-time updates on order status (processing, packed, shipped) and logistics progress, including tracking number activation and delivery reminders.
• Order Modifications: Assist with changes (size, style, shipping address) before the order enters the packaging stage—critical for protecting VEJA’s delicate organic cotton and rubber components during packaging.
• Shipping Issue Resolution: Address delayed deliveries, missing packages, or transit damage (e.g., scuffed rubber soles, torn organic cotton) by coordinating with logistics partners and initiating replacements/refunds as needed.

2.3 Post-Delivery Support

• Quality Concerns: Resolve issues with sustainable materials or craftsmanship—e.g., sole separation, loose stitching on organic cotton uppers, defective laces, or manufacturing defects—with targeted solutions.
• Returns & Refunds Guidance: Walk you through the 60-day return process, including eligibility checks, return address provision, packaging guidelines (to protect materials during return transit), and refund status tracking (5-10 business days post-inspection).
• Care & Maintenance Tips: Share advice for preserving VEJA sneakers—e.g., "Clean organic cotton uppers with mild soap and air-dry," "Avoid extreme heat to prevent rubber sole cracking," "Use shoe trees to maintain shape."
• Complaint Resolution: Address dissatisfaction promptly, with root-cause analysis and corrective actions (e.g., service adjustments, product quality feedback to suppliers).

3. Contact Channel & Response Time

3.1 Official Contact Method

• Your full name and registered email (if you have an account);
• Order number (for order/shipping/return-related issues);
• Product details (e.g., "Men’s Low-Top Organic Cotton Sneakers, Size 9 US," "Kids’ Velcro Sneakers, White");
• Detailed issue description (e.g., "Sole is separating from the upper," "Need help choosing a size for my 5-year-old");
• Photos/videos (if applicable—e.g., damage to organic cotton, sole defects, or original packaging).

3.2 Response & Processing Timelines

• General Inquiries: Acknowledge receipt within 24 business hours, with a complete response or solution direction within 48 business hours (e.g., sizing charts, material details).
• Urgent Issues: Prioritize time-sensitive matters—e.g., defective sneakers for an upcoming event, transit damage, or missing orders—with a response within 12 business hours and resolution initiated within 24 business hours.
• Returns/Refunds: Review requests and approve/reject within 24-48 business hours, then send clear next steps (return address, packaging guidelines) immediately.
• Quality Complaints: Respond with an apology and investigation plan within 12 business hours, and provide a final solution (replacement/refund) within 3 business days of receiving supporting materials.

4. Standard Service Process

1. Inquiry Receipt: Collect and record your information in a dedicated service ticket, ensuring no details (e.g., shoe size, material concern) are missed.
2. Issue Classification: Categorize inquiries (pre-purchase, order, shipping, quality, refund) and assign to team members with specialized expertise—e.g., sizing experts for fit questions, material specialists for sole/cotton issues.
3. Solution Development: Create targeted solutions aligned with our policies—e.g., free replacement for manufacturing defects, size exchange guidance for fit issues, or tracking escalation for delayed orders.
4. Communication & Execution: Explain solutions clearly (avoiding jargon), obtain your confirmation, and execute promptly—e.g., arranging replacement shipments, processing refunds, or coordinating logistics investigations.
5. Follow-Up & Closure: Check in 3-5 business days after resolution to confirm satisfaction (e.g., "Has your replacement sneaker arrived in good condition?"). Close the ticket only after you approve, and retain records for 12 months for traceability.

5. Special Handling for VEJA-Specific Scenarios

• Sustainable Material Concerns: For issues like organic cotton staining, rubber sole cracking, or recycled material defects, our team collaborates with VEJA’s quality team to verify authenticity. We provide free replacements for proven manufacturing defects, with return shipping covered by us.
• Kids’ Shoe Special Considerations: For growing feet, we offer flexible size exchanges (within 60 days, unworn) if the shoe no longer fits. We also provide detailed "foot measurement guides" to help parents select the right size, reducing return rates.
• Size Fit Issues: If sneakers don’t fit as expected (e.g., narrow width for wide feet), we guide you through the return process and recommend alternative styles (e.g., "Our high-top style has a roomier toe box for wide feet").
• Packaging Damage: Since VEJA’s packaging is designed to protect organic cotton and rubber, we replace sneakers if transit damage (e.g., crushed boxes causing creased uppers) affects product quality—no return required for severely damaged items (photo verification suffices).

6. Service Standards & Commitments

• Professional Expertise: All team members complete mandatory training on VEJA’s materials (organic cotton, Amazon rubber), sizing systems (men’s/women’s/kids’), and policies. They pass a certification test before handling inquiries to ensure accuracy.
• Privacy Protection: Strictly safeguard your personal information (contact details, order history, foot size preferences) in compliance with our Privacy Policy—never share or disclose it to third parties without authorization.
• Fairness & Flexibility: Apply policies consistently, but offer reasonable exceptions for special circumstances—e.g., extending the return window by 15 days for gifts, or prioritizing replacements for customers with urgent needs.
• Continuous Improvement: Monthly reviews of customer feedback to identify trends—e.g., frequent size questions for a specific kids’ style—and implement fixes (e.g., adding size charts to product pages, updating fit descriptions).

7. Feedback & Suggestions