Customer Service Policy of Forloveandlemon

Last Updated: 2025.08.28

At Forloveandlemon, we believe that exceptional customer service is as important as the quality of our dresses and lingerie. Our team is dedicated to ensuring your experience with us is seamless, supportive, and satisfying—from the moment you browse our site to long after your purchase. This Customer Service Policy outlines our commitment to you and the standards you can expect when seeking assistance.

1. Our Service Commitment

We strive to provide customer service that is:

  • Responsive: We prioritize timely replies to your inquiries.
  • Helpful: Our team is trained to resolve issues efficiently and offer practical solutions.
  • Respectful: We treat every customer with kindness, patience, and professionalism.
  • Transparent: We communicate clearly about policies, processes, and any challenges with your order.

2. How to Contact Us

You can reach our customer service team through the following channel:

Primary Contact: Email

  • Email Address: [email protected]
  • When to Use: For all inquiries, including order questions, returns, refunds, product details, account issues, or feedback.
  • What to Include: To help us assist you quickly, please include your full name, order number (if applicable), and a clear description of your request. For issues with products, photos (e.g., defects, sizing) are helpful.

3. Service Hours

Our customer service team is available to assist you during:

  • Hours: Monday to Friday, 9:00 AM – 6:00 PM Pacific Time (PT)
  • Holidays: We are closed on major U.S. holidays, including New Year’s Day, Thanksgiving, and Christmas. Inquiries sent during holidays will be addressed on the next business day.

4. Response Time

We aim to respond to all inquiries within the following timeframes:

  • General Questions (e.g., product details, sizing, shipping policies): 1-2 business days.
  • Order-Related Issues (e.g., tracking updates, delays, incorrect items): 1 business day.
  • Return/Refund Requests: 1-2 business days (to review your request and provide a Return Authorization if applicable).
  • Complex Issues (e.g., lost packages, disputes): 2-3 business days (we may need to coordinate with carriers or our fulfillment team).

If you do not receive a response within these timeframes, please resend your inquiry—occasionally emails may be filtered to spam folders. We recommend adding [email protected] to your contacts to ensure our replies reach you.

5. Areas of Assistance

Our customer service team is here to help with:

5.1 Order Support

  • Tracking your order status and shipping updates.
  • Assisting with order changes or cancellations (if possible, per our Terms of Purchase).
  • Resolving issues with missing, damaged, or incorrect items.
  • Explaining charges (e.g., taxes, customs fees for international orders).

5.2 Product Information

  • Providing details about product materials, sizing, care instructions, or availability.
  • Sharing information about new arrivals, collections, or special promotions.

5.3 Returns and Refunds

  • Guiding you through the return process (including issuing Return Authorization numbers).
  • Answering questions about refund eligibility, timelines, or status.
  • Assisting with exchanges (if requested and stock is available).

5.4 Account Support

  • Helping with account creation, login issues, or password resets.
  • Updating account information (e.g., email address, shipping preferences).

5.5 Feedback and Concerns

  • Listening to your feedback (positive or constructive) to improve our products and service.
  • Addressing any concerns or complaints and working to find a satisfactory resolution.

6. Resolution Process

For complex issues (e.g., lost packages, disputed charges, recurring problems), we follow this process:

  1. Acknowledgment: We confirm receipt of your concern and outline the steps we will take to resolve it.
  2. Investigation: We gather necessary information (e.g., tracking data, carrier reports, order details) to understand the issue.
  3. Communication: We keep you updated on our progress, especially if the investigation takes longer than expected.
  4. Resolution: We propose a solution (e.g., refund, replacement, compensation) and work with you to finalize it.
  5. Follow-Up: After resolving the issue, we may check in to ensure you are satisfied with the outcome.

7. Feedback and Improvement

We value your feedback as a tool to improve our service. If you have suggestions for how we can enhance your experience, please share them via email at [email protected]. We regularly review customer feedback to refine our policies, train our team, and make adjustments to better meet your needs.

8. Changes to This Policy

We may update this Customer Service Policy to reflect improvements in our processes or changes to how we support customers. When we make updates, we will revise the “Last Updated” date at the top of this policy and post the new version on our site. Your continued use of our services after the update constitutes your acceptance of the revised policy.

Thank you for choosing Forloveandlemon. We are honored to be part of your journey and committed to making every interaction with us a positive one.