Customer Service Policy

At Vildhjerte, we firmly believe that every customer deserves an outstanding experience. Our Customer Service Policy is crafted to offer you comprehensive information about the support we provide, how to reach out to us, and what to expect when you interact with our customer service team.

Channels of Communication

  1. Email: The primary way to contact our customer service team is via email at [email protected]. Whether you have questions about an order, need assistance with product selection, or have concerns about our services, our team is committed to responding to your email within 1 – 2 business days.
  2. Online Forms: Our website features user – friendly online forms for different types of inquiries. This convenient option allows you to quickly submit your request, and we will address it in a timely manner.

Service Scope

  1. Order – related Inquiries: If you have questions about order placement, order status, shipping, or returns, our customer service representatives are here to help. We can track your order progress, provide estimated delivery times, and guide you through the return and refund process.
  2. Product – related Support: Unsure about product features, sizing, or compatibility? Our team can offer detailed product information, share usage tips, and help you make the right purchase decision.
  3. Technical Support: Encountering issues with our website, such as login problems, payment glitches, or page – loading errors? We’ll work to resolve these technical issues promptly to ensure a seamless browsing and shopping experience.

Response Time

  1. General Inquiries: For general questions, we strive to respond within 1 – 2 business days. However, during peak seasons or high – volume periods, response times may be extended. We will keep you informed if there are any significant delays.
  2. Urgent Matters: In case of urgent issues, clearly mark your email or form submission as “URGENT.” We will prioritize these requests and aim to respond within 24 hours.

Resolution Process

  1. Acknowledgment: Once we receive your inquiry, we will send an automatic acknowledgment to let you know that we’ve received your message. This ensures you that your request is in our system and is being processed.
  2. Investigation and Resolution: Our customer service team will thoroughly investigate your issue. We will communicate with you throughout the process, keeping you updated on the progress. Once we’ve found a solution, we will promptly inform you and take steps to resolve the problem.

Feedback and Complaint Handling

  1. Feedback: We value your feedback, whether it’s positive or negative. It helps us improve our products, services, and customer experience. Share your thoughts, suggestions, and experiences with us, and we will carefully review and consider them.
  2. Complaints: If you’re dissatisfied with our products or services, please let us know. We will handle your complaint with the utmost seriousness. Our goal is to resolve your complaint to your satisfaction and prevent similar issues in the future.

Policy Updates

We may update this Customer Service Policy from time to time. Any changes will be posted on our website. By continuing to interact with our customer service team after the policy update, you accept the new terms.

If you have any questions about our Customer Service Policy, feel free to reach out to us at [email protected].