Customer Service Policy – Billalbong

At Billalbong, we are committed to providing exceptional customer service and ensuring your shopping experience with us is seamless and enjoyable. This Customer Service Policy outlines our commitment to you, our valued customers, and details how we handle various customer inquiries and concerns.

Service Scope

Our customer service team is here to assist you with a wide range of issues, including but not limited to:

• Order – related Inquiries: Whether you have questions about order status, shipping details, delivery times, or need help with order modifications or cancellations, our team is ready to provide you with accurate and up – to – date information.
• Product – related Questions: If you need more information about our products, such as sizing, materials, care instructions, or availability, we are happy to answer your questions and offer recommendations to help you make the best purchasing decisions.
• Returns and Refunds: We understand that sometimes returns and refunds are necessary. Our customer service representatives will guide you through the return process, explain the refund criteria, and ensure that your return is processed efficiently.
• Account Management: Need help with creating an account, resetting your password, updating your personal information, or understanding your account settings? We are here to assist you with all aspects of account management.
• General Inquiries and Feedback: We value your feedback and suggestions. Whether you have a general question about our website, services, or policies, or you would like to share your thoughts on how we can improve, our team is eager to listen and respond.

Communication Channels

We offer multiple ways for you to reach out to our customer service team:

• Email: For non – urgent inquiries, you can send an email to service@billalbong.com. Please include your order number (if applicable) and a detailed description of your issue or question. Our team will respond to your email as soon as possible, typically within 24 – 48 business hours.
• Live Chat (if available): Our website may feature a live chat option during selected business hours. This allows you to communicate with a customer service representative in real – time, getting immediate answers to your questions.
• Phone (if applicable): In some regions, we may provide a customer service phone number. Check our website’s contact page for the most up – to – date phone number and available call hours. When you call, be prepared to provide your order details and a clear explanation of your issue.

Response and Resolution Times

• Response Time: We strive to respond to all customer inquiries promptly. As mentioned, email responses will be sent within 24 – 48 business hours. For live chat and phone inquiries, we aim to answer your questions immediately or as quickly as possible during our operating hours.
• Resolution Time: The time it takes to resolve your issue will depend on its complexity. For simple inquiries, such as order status updates or product information requests, we will provide a resolution within the initial response. For more complex issues, such as returns, refunds, or disputes, we will keep you informed of the progress and work to resolve the issue within 5 – 7 business days. In cases where additional time is required, we will communicate with you and provide an estimated time of resolution.

Customer Service Commitment

• Professionalism: Our customer service representatives are trained to provide friendly, polite, and professional service. They will treat you with respect and courtesy at all times, regardless of the nature of your inquiry or concern.
• Accuracy: We are committed to providing accurate and reliable information. Our team stays updated on our products, services, policies, and procedures to ensure that the answers and solutions we provide are correct.
• Confidentiality: We understand the importance of protecting your personal information. All customer inquiries and interactions are treated with the utmost confidentiality, and we will not disclose your personal information to third parties, except as required by law or as described in our Privacy Policy.
• Continuous Improvement: We regularly review and analyze customer inquiries and feedback to identify areas for improvement in our products, services, and customer service processes. Your input helps us enhance our offerings and provide an even better customer experience.

Escalation Process

If you are not satisfied with the initial response or resolution provided by our customer service team, you can request to escalate your issue. Our escalation process ensures that your concern is reviewed by a more senior member of our customer service team or management. To escalate an issue, clearly state your request for escalation when communicating with our customer service representatives, either via email, live chat, or phone. We will make every effort to address your concerns at the highest level and find a satisfactory solution.

Changes to the Customer Service Policy

We reserve the right to modify this Customer Service Policy at any time. Any changes will be effective immediately upon posting the revised policy on our website. Your continued use of our website and services after the posting of the revised policy constitutes your acceptance of the changes.

If you have any questions or comments about our Customer Service Policy, please do not hesitate to contact us at service@billalbong.com. We are dedicated to providing you with the best possible customer service and look forward to assisting you.