Customer Service Policy

Customer Service Policy - Puravidabracclets

At Puravidabracclets, we believe exceptional customer service is as important as the handcrafted bracelets we create. Our team is dedicated to supporting you at every step of your shopping journey—from helping you find the perfect piece to resolving post-purchase questions. This Customer Service Policy outlines the scope of our support, how to reach us, and what you can expect from our team.

1. Our Service Commitment

We strive to deliver service that aligns with our brand values of care, transparency, and respect. Our goals are:
  • To provide accurate, helpful information about our bracelet collections, sizing, materials, and orders.
  • To respond to your inquiries promptly and address concerns with empathy and solutions.
  • To ensure a smooth experience for order modifications, returns, refunds, and shipping-related questions (consistent with our Terms of Purchase).
  • To honor our commitments to quality and customer satisfaction—because your trust in our brand matters most.

2. Contact Channels & Response Times

We offer multiple ways to connect with our customer service team, and we prioritize timely, clear communication:

2.1 Primary Contact Channel: Email

  • Response Time: We aim to reply to all email inquiries within 1–2 business days (excluding weekends and major holidays: Christmas, Thanksgiving, New Year’s Day, etc.). For urgent matters (e.g., order issues requiring immediate attention), please include “URGENT” in the email subject line to help us prioritize your request.
  • What to Include: To ensure we assist you efficiently, please provide your order number (if applicable), full name, contact information, and a detailed description of your question or concern (e.g., “Inquiry about bracelet sizing for Item #PVB-123” or “Return request for Order #ORD-45678”).

2.2 Website Contact Form

  • You can also reach us via the “Contact Us” form on our website (www.puravidabracclets.com). Simply fill in your name, email address, and message, and our team will respond using the same email channel within 1–2 business days. This form is ideal for non-urgent questions (e.g., product recommendations, material details).

2.3 Social Media Support

  • For quick questions or general inquiries, you can message us via our official social media accounts (Instagram, Facebook). While we monitor these channels regularly, response times may be slightly longer (2–3 business days) compared to email. We recommend using email for order-specific or urgent matters to ensure accuracy and speed.

3. Scope of Our Support

Our customer service team is here to assist with the following:

3.1 Pre-Purchase Support

  • Product Information: Details about bracelet materials (e.g., sterling silver, natural stones), sizing guides, care instructions, and design features.
  • Order Assistance: Help with navigating the website, selecting items, applying any available promotions (if applicable), and understanding our pricing (all in USD).
  • Custom/Personalized Orders: Guidance on custom engraving options, birthstone selections, and lead times for personalized bracelets.

3.2 During-Purchase Support

  • Order Tracking: Assistance with locating your order tracking number (sent via email once your order ships) and troubleshooting tracking issues (e.g., delayed updates).
  • Order Modifications/Cancellations: Support with changing shipping addresses, updating quantities, or canceling orders (within the 24-hour window outlined in our Terms of Purchase).
  • Payment Issues: Help with resolving payment authorization errors, understanding failed transactions, or confirming payment status.

3.3 Post-Purchase Support

  • Shipping Inquiries: Updates on delivery timelines (6–12 business days after shipment), assistance with lost or delayed packages, and support for address correction (if requested before shipment).
  • Return & Refund Assistance: Step-by-step guidance on initiating returns (within 60 days of delivery), obtaining a Return Authorization (RA) number, and tracking refund status (processed within 5–10 business days of return approval).
  • Damage or Defect Claims: Support for reporting damaged bracelets (received during shipping) or manufacturing defects. If you receive a damaged item, please contact us within 48 hours of delivery with photos of the item and packaging—we will arrange a replacement or full refund (per our Terms of Purchase) at no cost to you.
  • Care & Maintenance: Tips on caring for your Puravidabracclets (e.g., how to clean sterling silver bracelets, avoid damage to beaded designs) to help your pieces last.

4. Exceptions & Limitations

While we aim to support you in every way possible, please note the following limitations to our service:
  • Third-Party Issues: We cannot resolve issues related to third-party services, such as currency conversion fees (charged by your payment provider), delays caused by local postal services or customs (beyond our 6–12 business day estimate), or errors in information provided by you (e.g., incorrect shipping addresses).
  • Non-Returnable Items: We cannot process returns for personalized/customed bracelets that are not damaged or defective (as outlined in our Terms of Purchase). Our team will clearly communicate this policy if you inquire about returning such items.
  • Holiday Delays: During peak seasons (e.g., Christmas, Black Friday) or major holidays, order processing and customer service response times may be extended by 1–2 business days. We will post updates on our website and social media to keep you informed of any seasonal changes.

5. Feedback & Improvement

We value your feedback—it helps us improve our service and products. If you have a positive experience or a suggestion for how we can do better, please share it via email or our website contact form. We also periodically send post-purchase surveys to gather your input, and we review all feedback to make meaningful changes to our customer service process.

6. Updates to This Policy

We may update this Customer Service Policy from time to time to reflect changes in our support channels, response times, or service offerings. Any revisions will be posted on this page, with a “Last Updated” date at the top to indicate when changes took effect. Your continued use of our services after updates constitutes acceptance of the revised policy.
Thank you for choosing Puravidabracclets. We are grateful for the opportunity to serve you and help you enjoy our handcrafted bracelets—your satisfaction is our priority.