1. Service Philosophy and Commitment
SAPIENTIAX CO., LTD. adheres to a customer-centric service philosophy and is committed to providing professional, efficient, and attentive service to customers within the EU. We understand that high-quality service is as important as quality clothing. Therefore, from consultation to after-sales service, we will approach every aspect of our relationship with you with rigor and enthusiasm, meeting your needs and resolving your concerns. We ensure that you feel respected and cared for in every interaction.
2. Customer Inquiry
Inquiry Channels: You can obtain assistance through the following channels:
Email Inquiry: Send an email to [email protected]. We promise to provide a detailed response within two business days.
Official Online Customer Service: Log in to sapientlux.com and click the "Live Customer Service" button in the lower right corner of the page. We will respond immediately during business hours (9:00-18:00 CET, Monday to Friday) and the next day after business hours.
Telephone Inquiry: Call the EU customer service hotline (the specific number will be updated on the website). A professional customer service representative will answer your questions during business hours. Inquiries: Our customer service team will provide accurate and comprehensive information regarding product information (material, size, washing instructions, etc.), order status, shipping information, return and exchange policies, and payment issues.
3. Order Support
Order Inquiry: You can check your order status at any time through the "My Orders" page on our official website or contact customer service. This includes detailed information on payment confirmation, product stocking, and shipment.
Order Modification: Before your order is shipped, you can request to modify your shipping address, contact number, and other information (except for custom orders). Please submit your request via email or online customer service. We will process and provide feedback within one business day. If your order has already shipped, address changes may result in shipping delays or additional fees. Please contact customer service for details.
Order Cancellation: Before your order is shipped, you can cancel your order. We will refund the full amount to the original payment method within three business days of confirmation. If the order has already shipped, you will need to process the return and exchange procedures according to our return policy.
4. After-Sales Support
Product Quality Issues: If the product you received has quality issues (such as fabric defects or sewing defects), please email us photos of the problem and your order details within 7 days of receipt. We will verify the issue and provide a solution (including free return, replacement, or full refund) within 3 business days. Shipping costs will be borne by our company.
Sizing Issues: If you need to return or exchange your product due to sizing issues and meet our return and exchange policy requirements, we will assist you in completing the return and exchange process. Please refer to the EU Return and Exchange Policy for details.
5. Customer Feedback and Complaint Handling
Feedback Channels: If you have any suggestions or complaints about our products or services, please submit them via email, online customer service, or phone. We will carefully record and promptly address them.
Handling Process: Upon receiving feedback or complaints, we will contact you within 1 business day to discuss the details. For issues that require verification, we will provide a resolution within 5 business days. Complex issues may require longer processing time, and we will provide regular updates on progress. Improvement Mechanism: We regularly summarize customer feedback and continuously optimize our product design, service processes, and policy terms to enhance customer satisfaction.
6. Language Services
To better serve customers across the EU, we offer support in five languages: English, French, German, Spanish, and Italian. You can select your preferred language during inquiries, and customer service will provide services in that language.
7. Service Guarantee and Compliance
This service policy strictly complies with the EU Consumer Rights Directive and other relevant regulations to ensure that all customer rights are protected during the service process. We will keep customer consultation records and personal information strictly confidential and use them only for service processing. They will not be disclosed to third parties (except as required by laws and regulations).
8. Policy Updates
This service policy will be adjusted based on customer needs, business development, and changes in EU regulations. The latest version will be posted on sapientlux.com. Any significant changes will be notified to customers via email or official website announcements.
Thank you for choosing SAPIENTIAX CO., LTD. We look forward to providing you with a more enjoyable shopping experience through excellent service. If you have any service needs, please feel free to contact us!