Customer Service Policy

Service Objective & Policy Principle
spoonfulofcomfort.it.com always takes efficient, professional and intimate customer service as the core operation principle of the e-commerce platform. This Customer Service Policy standardizes the platform’s customer service standards, service channels, problem-solving processes and user rights protection rules, aiming to provide full-cycle service guarantee for users before, during and after shopping, and solve all shopping-related problems for users in a timely manner.
authorized reseller Customer Service Channels
The platform has opened multiple dedicated service email channels to meet different user consultation and service demands. Users can select the corresponding channel according to their demands: press@spoonfulofcomfort.it.com for brand cooperation, media interview and public relations business consultation; support@spoonfulofcomfort.it.com for daily order consultation, logistics inquiry, after-sales refund, product consultation and user complaint handling; wholesale@spoonfulofcomfort.it.com for bulk purchase, wholesale cooperation and customized group order service consultation. All email channels are manned by professional customer service teams to ensure targeted response to user demands.
Pre-Sales Service Standards
In the pre-sales stage, the platform provides users with comprehensive product consultation, preferential rule explanation, gift package matching suggestion, personalized greeting card customization consultation and order parameter guidance services. Our customer service team will accurately answer all user questions about product specifications, taste characteristics, discount activities and delivery rules, helping users make accurate purchase decisions and optimize the shopping matching effect.
In-Sales & After-Sales Service Guarantee
During the order transaction process, we provide real-time order status inquiry, logistics progress follow-up and order modification assistance services. After the order is completed, for product quality problems, logistics errors, unsatisfactory shopping experience and other situations, users can initiate after-sales applications through the authorized reseller service channel. We strictly abide by the 60-day free return, 5-10 day refund and full free shipping service commitments, and actively coordinate and solve all after-sales problems to ensure user shopping satisfaction.
Complaint Handling & Service Supervision
For user service complaints and unreasonable service problems, our customer service team will complete the record, verification and processing within the shortest time, and give a clear processing result and solution. The platform implements a standardized service supervision mechanism, continuously optimizes customer service processes and service attitudes according to user feedback, and strives to provide every user with a reassuring and comfortable shopping service experience on spoonfulofcomfort.it.com.

 

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