Customer Service Policy

Customer Service Policy - Cliniqueonlinestore

At Cliniqueonlinestore, we are committed to providing exceptional customer service that matches the quality of our skincare, makeup, fragrances, and gifts. Our goal is to ensure every interaction with our team is helpful, transparent, and tailored to your needs—whether you have questions before a purchase, need support with an order, or require assistance with returns. This policy outlines the scope, channels, and standards of our customer service to help you navigate your experience with ease.

1. Our Service Mission

We believe customer satisfaction is the foundation of our success. Our team is trained to:
  • Provide accurate, unbiased information about our products (including ingredients, usage, and suitability for different skin types or preferences).
  • Resolve issues promptly and fairly, prioritizing your needs at every step.
  • Respect your privacy and protect the personal information you share with us (in line with our Privacy Policy).
  • Continuously improve our service based on your feedback, ensuring we adapt to your evolving needs as a beauty lover.

2. Scope of Customer Service Support

Our team is available to assist with a wide range of inquiries and requests, including but not limited to:
  • Pre-Purchase Guidance: Help with product selection (e.g., matching skincare to your skin type, choosing makeup shades, or selecting fragrances based on your preferences), details about ingredients, usage instructions, and product availability.
  • Order Assistance: Tracking your order, updating shipping addresses (if possible before dispatch), modifying or canceling orders (subject to our Terms of Purchase), and resolving issues with order processing.
  • Post-Delivery Support: Addressing damaged, defective, or incorrect products, guiding you through the return and refund process, and answering questions about product performance.
  • General Inquiries: Providing information about our shipping policy, return policy, payment methods, and any promotions or updates to our product range.

3. Contact Channels

We offer convenient channels to connect with our customer service team—choose the option that works best for you:

3.1 Email Support (Primary Channel)

For detailed inquiries or requests that require documentation (e.g., photos of damaged products), please email us at:
When reaching out, include your order number (if applicable) and a clear description of your inquiry to help us resolve your issue faster.

3.2 Additional Support (Future Updates)

We are continuously expanding our support channels. Stay tuned for updates on live chat, phone support, or social media assistance—all will be posted on our Website and communicated via email once available.

4. Response Time Standards

We understand the importance of timely support, so we adhere to the following response guidelines:
  • Email Inquiries: We aim to respond to all email messages within 2-3 business days (excluding weekends and public holidays). For urgent issues (e.g., missing orders, damaged products), we prioritize resolution and may follow up with additional updates as needed.
  • Complex Issues: If your inquiry requires further investigation (e.g., coordinating with our warehouse for a replacement), we will send an initial acknowledgment within 24 hours to confirm we’ve received your request, followed by a detailed update within 3-5 business days.

5. Handling Complaints and Feedback

Your feedback helps us grow—and we take all complaints seriously. Here’s how we address concerns:
  1. Acknowledgment: When you submit a complaint, we will confirm receipt within 24 hours and assign a dedicated team member to your case.
  1. Investigation: We will gather necessary details (e.g., order records, product information) to understand the issue fully.
  1. Resolution: We will propose a fair solution (e.g., refund, replacement, or additional support) within 3-5 business days. If you’re not satisfied with the initial resolution, we will work with you to find an alternative that meets your needs.
  1. Follow-Up: After resolving your issue, we may send a short follow-up email to ensure you’re happy with the outcome and to gather feedback on how we can improve our service.

6. Privacy and Data Protection

When you contact our customer service team, we may collect personal information (e.g., your name, email address, order details) to assist you. We handle all data in compliance with our Privacy Policy—your information will never be shared with third parties without your consent, and we only use it to resolve your inquiry and improve our service.

7. Policy Updates

We may update this Customer Service Policy to reflect changes in our support channels, response times, or service standards. Any revisions will be posted on this page with an updated "Last Revised" date. We encourage you to review this policy periodically to stay informed about how we support our customers.
Thank you for choosing Cliniqueonlinestore. We value your trust and are here to make your beauty shopping experience as smooth and enjoyable as possible—every step of the way.