Effective Date: 08.05.2025 Last Updated: [08.06.2025]

At Hair2Dresses, we prioritize customer satisfaction and strive to provide excellent support services. This policy outlines how our customers can reach us for assistance, the scope of support we offer, response times, and issue resolution procedures.

1. Contacting Customer Support

Customers can contact our support team through the following channels:

• Email Support:

  • Email Address: ]

  • Response time: Within 24–48 hours on business days.

• Phone Support:

  • Phone Number: [Insert Phone Number]

  • Available during business hours: Monday to Friday, 9:00 AM – 5:00 PM CET.

• WhatsApp chat

  • Available on our website during business hours.

• Social Media Support:

  • Customers may contact us via our official social media channels. Responses may take up to 48 hours on business days.

2. Scope of Customer Support

Hair2Dresses provides assistance in the following areas:

• Order-related issues:

  • Tracking shipments.

  • Modifying or canceling orders (subject to cancellation policies).

  • Resolving payment discrepancies.

• Returns and Refunds:

  • Providing information on return eligibility and instructions.

  • Assisting with refunds and exchange requests.

• Product Inquiries:

  • Providing sizing and material details.

  • Answering questions about availability and promotions.

• Technical Assistance:

  • Helping customers navigate the website.

  • Troubleshooting account or checkout issues.

• Complaints Handling:

  • Investigating and resolving customer complaints related to products or services.

3. Response Time Commitments

We aim to address inquiries in a timely manner:

• General inquiries: 24–48 hours (email, social media, live chat).

• Urgent order-related issues: Within 24 hours on business days.

• Refund and return requests: Within 3–5 business days after receiving the returned item.

In peak shopping seasons, response times may be longer, but we will make every effort to provide timely assistance.

4. Issue Resolution Process

Our approach to resolving customer concerns follows these steps:

1. Acknowledgment:

   • Upon receiving a request, customers will receive a confirmation email with a case number (if applicable).

2. Investigation:

   • The support team reviews the issue and gathers relevant information.

   • For defective or incorrect products, customers may be asked to provide photos for verification.

3. Resolution:

   • Hair2Dresses will offer a solution, including replacements, refunds, or troubleshooting steps.

   • Customers will receive updates throughout the resolution process.

4. Escalation (if necessary):

   • If a customer is unsatisfied with the resolution, they may escalate the case to management for further review.

5. Consumer Protection Compliance

Hair2Dresses operates in accordance with EU and German consumer protection laws, including:

• EU Consumer Rights Directive (2011/83/EU): Guarantees fair contract terms and transparent refund policies.

• General Data Protection Regulation (GDPR): Ensures secure handling of customer data.

• German Civil Code (BGB - Bürgerliches Gesetzbuch): Protects consumer rights for product quality and returns.

Customers may refer to EU consumer protection resources or contact German supervisory authorities if they believe their rights have been violated.

6. Exceptional Circumstances and Force Majeure

Hair2Dresses may experience delays in providing support due to unforeseen circumstances, including:

• Severe weather disruptions affecting shipping.

• Technical issues causing website downtime.

• Public holidays or staff shortages.

In such cases, customers will be notified promptly about delays in order processing or response times.

7. Feedback and Continuous Improvement

We value customer feedback and use it to improve our support services. Customers can submit feedback via:

• Email Surveys: Sent after issue resolution.

• Website Reviews: Customers may review products and shopping experiences.

• Social Media Engagement: Customers can leave comments or suggestions.

All feedback is reviewed to enhance our customer experience and improve operational efficiency.

8. Updates to the Support Policy

Hair2Dresses may update this Support Policy to reflect changes in customer service practices or regulatory compliance. Customers will be informed about significant updates through:

• Notifications on our website.

• Email announcements for registered customers.

The latest version of our Support Policy will always be available on our website