Customer Service Policy of Ohpoily

Effective Date: 2025.08.27

At Ohpoily, we believe that exceptional customer service is just as important as the quality of our versatile staples and exclusive occasionwear. Our team is dedicated to supporting you at every step of your shopping journey—from browsing our collection to post-purchase care. This Customer Service Policy outlines our commitment to you, the services we provide, and how you can reach us for assistance. By shopping with Ohpoily, you can expect transparency, respect, and a focus on resolving your needs efficiently.

1. Our Service Mission

Our core goal is to ensure your satisfaction with every interaction. Whether you have a question about sizing for a staple sweater, need help tracking an order of occasionwear, or want to initiate a return, we strive to:

  • Provide accurate, clear, and helpful information.
  • Respond to your inquiries in a timely manner.
  • Resolve issues fairly and with minimal hassle.
  • Treat every customer with courtesy and respect, regardless of the request.
  • Continuously improve our service based on your feedback.

2. Contact Channels & Response Times

We offer a primary contact channel to ensure we can focus on resolving your needs effectively. For all inquiries, please reach out via:

2.1 Email Support

  • Contact Email: [email protected]
  • Response Time: We aim to reply to all emails within 1-2 business days (Monday to Friday, excluding major holidays like Christmas, New Year’s Day, and Thanksgiving). For urgent matters (e.g., a missing order that should have arrived, a defective item), we prioritize responses and will aim to get back to you within 24 hours.
  • What to Include in Your Email: To help us assist you quickly, please include:
  • Your full name (as it appears on your order or account).
  • Your order number (if applicable—found in your order confirmation email).
  • A detailed description of your inquiry (e.g., “I need help with the size chart for the Linen Occasion Dress,” “My order #12345 hasn’t arrived yet”).
  • Any relevant attachments (e.g., photos of a defective product, a screenshot of a shipping issue).

2.2 Additional Notes

At this time, we do not offer phone support or live chat. However, we ensure that email inquiries are addressed thoroughly—our team will provide step-by-step guidance, follow up on unresolved issues, and keep you updated until your request is resolved. If you do not receive a response within 2 business days, please check your spam/junk folder (emails from [email protected] may sometimes be filtered) or resend your inquiry to ensure we received it.

3. Services We Provide

Our customer service team is trained to assist with a wide range of needs related to your Ohpoily shopping experience. Below are the key areas we can support you with:

3.1 Pre-Purchase Inquiries

Before placing an order, we’re here to help you make informed decisions:

  • Product Details: Information about fabric (e.g., “Is the Cotton Staple Shirt machine-washable?”), care instructions (e.g., “How do I clean the Silk Occasion Skirt?”), and design features (e.g., “Does the Wool Blazer have pockets?”).
  • Sizing Guidance: We can share detailed size charts, fit recommendations (e.g., “The Relaxed Fit Jeans run true to size,” “The Fitted Occasion Gown is best sized up if you’re between sizes”), and answer questions about measurements.
  • Availability Checks: If a product is marked as “Out of Stock” on the site, we can confirm if it will be restocked and provide an estimated timeline (if available).
  • Order Preparation: Help with creating an account, understanding payment methods (all in USD), or clarifying our global free shipping policy.

3.2 Order & Shipping Support

Once you’ve placed an order, we can assist with tracking, changes, and delivery issues:

  • Order Status Updates: Confirm if your order has been processed, shipped, or is on hold (e.g., due to payment verification).
  • Tracking Assistance: Resend tracking links, explain tracking updates (e.g., “What does ‘In Customs’ mean for my international order?”), or help investigate delays (e.g., if your package is stuck in transit beyond the 6-12 business day window).
  • Address Changes: Assist with updating your shipping address—but only if your order has not yet shipped. Once an order is processed (within 1-3 business days) or shipped, we cannot modify the address, but we can guide you on contacting the carrier for further support.
  • Missing or Lost Packages: If your order is marked as “Delivered” but you haven’t received it, or if tracking shows it’s lost, we’ll help you file a claim with the carrier and explore solutions (e.g., reshipping or a refund).

3.3 Returns & Refunds Support

We make the return and refund process as smooth as possible (per our Refund Policy):

  • Return Authorization: Guide you through requesting a Return Merchandise Authorization (RMA) number, share the return shipping address, and explain packaging requirements.
  • Refund Status Checks: Update you on the progress of your refund (e.g., “Your returned package was received and inspected—your refund will be initiated within 1 business day”) or help resolve delays (e.g., if your refund hasn’t posted after 10 business days).
  • Exceptions Handling: Address special cases, such as defective products (we’ll cover return shipping costs) or incorrect items (we’ll arrange a free replacement or full refund).

3.4 Account & Payment Support

If you have an account on our site or issues with payment:

  • Account Help: Assist with resetting your password, updating account information (e.g., email address, saved shipping addresses), or troubleshooting login issues.
  • Payment Inquiries: Clarify payment processing (e.g., “Why was my card declined?”), explain refund timelines for canceled orders, or help resolve duplicate charges (if applicable).

4. Handling Complaints & Escalations

We understand that sometimes things don’t go as planned—and we take your concerns seriously. If you’re not satisfied with the initial response to your inquiry, or if your issue remains unresolved:

  1. Request Escalation: Reply to our original email and ask to have your case escalated to a senior customer service representative. Include a summary of the issue and any previous communication (e.g., “I followed the return steps but haven’t received my refund—can this be escalated?”).
  2. Escalation Timeline: Senior representatives will review your case within 1 business day and provide a revised solution or update. We aim to resolve escalated issues within 3 business days.
  3. Feedback Loop: After resolving your complaint, we may follow up with a short survey to understand how we can improve our service. Your feedback helps us refine our processes for future customers.

5. Special Considerations

5.1 International Customers

We serve customers worldwide, and our team is familiar with international shipping, customs, and currency (all transactions in USD). We can:

  • Explain customs duties/taxes (which are your responsibility, per our Shipping Policy).
  • Provide guidance on tracking packages in different countries.
  • Assist with returns from international locations (per our Refund Policy).

5.2 Holiday Seasons & Peak Times

During busy periods (e.g., Black Friday, Christmas, New Year’s), order volumes and inquiries may increase. To ensure we still provide quality service:

  • Extended Response Times: We may need 2-3 business days to reply to emails (we’ll post a notice on our site to inform you of this).
  • Pre-Holiday Tips: We recommend placing orders for occasionwear (e.g., holiday dresses) at least 2 weeks before your event to account for potential shipping delays.
  • Proactive Updates: If there are widespread delays (e.g., carrier disruptions), we’ll send email updates to affected customers and post notices on our homepage.

6. Your Feedback

Your opinion matters to us! We welcome feedback on your customer service experience—whether positive or constructive. You can share feedback by:

  • Including it in your email inquiry (e.g., “I wanted to say how helpful your team was with my return!” or “I think the response time could be faster for tracking questions”).
  • Replying to our post-resolution follow-up emails (if sent).

We review all feedback regularly to train our team, update our policies, and enhance the overall shopping experience.

7. Changes to This Policy

We may update this Customer Service Policy from time to time to reflect changes in our services (e.g., adding a new contact channel) or customer needs. Any updates will be posted on our website with a new “Effective Date” at the top. We encourage you to review this policy periodically to stay informed of how we’re supporting you.

8. Final Note

At Ohpoily, we’re committed to making your shopping experience enjoyable—from finding the perfect versatile staple to celebrating a special occasion in our exclusive wear. If you ever need help, don’t hesitate to reach out to us at [email protected]. We’re here for you.

— The Ohpoily Customer Service Team