Jceraw Customer Service Policy

Our Core Service Principles

• Respect & Empathy: We treat every customer with courtesy, listening carefully to your questions and concerns to understand your unique needs—whether you’re a parent searching for the perfect children’s outfit or someone investing in a luxury cashmere sweater.
• Transparency: We provide clear, honest information about our products, shipping timelines, return processes, and pricing. No hidden fees, vague explanations, or unfulfilled promises.
• Accountability: If something goes wrong—whether it’s a delayed order, incorrect item, or sizing issue—we take responsibility and work diligently to resolve it to your satisfaction.

How to Reach Our Customer Service Team

1. Email Support (Primary Channel)

• Email Address: service@jceraw.com
• Response Time: We aim to reply to all emails within 24 business hours (Monday–Friday, excluding major U.S. holidays). For urgent matters (e.g., last-minute order changes), include “URGENT” in the subject line for priority handling.
• How to Get a Fast Response: Include your order number (if applicable), full name, and clear details about your inquiry (e.g., “Order #78901 – Size question for men’s wool suit” or “Inquiry about children’s organic cotton sizing”).

2. Mailing Address

• Address: jceraw Customer Service Team, 168 Prudence Road, Pittsview Alabama 36871, United States
• Response Time: Please allow 5–7 business days for us to receive and process your mail, followed by a written or email response within 24 hours of review.

3. Self-Service Resources (24/7 Access)

• FAQ Page: Access our comprehensive FAQ section on jceraw.com for answers to sizing questions, shipping timelines, return eligibility, and more—tailored to our full product range.
• Order Tracking: Log into your jceraw account to view real-time updates on your order status, including processing progress and delivery tracking.
• Policy Library: Review our Shipping Policy, Refund Policy, Terms of Purchase, and Privacy Policy directly on the site for detailed information about our services.
• Product Details: Each product page includes detailed descriptions, fabric information, sizing charts, and care instructions to help you make informed decisions.

What We Can Assist You With

Product-Related Inquiries

• Sizing guidance for women’s, men’s, and children’s clothing—including specific measurements for items like cashmere sweaters, dresses, and suits.
• Fabric and care information (e.g., “How to wash a wool blazer?” or “Is this children’s shirt machine-washable?”).
• Product availability and backorder status (e.g., “When will the navy women’s dress be restocked?”).
• Style recommendations to help you find the perfect piece for your needs (e.g., “Best shoes to pair with a formal suit” or “Durable children’s clothing for active kids”).

Order Management

• Order status updates (e.g., “Has my order shipped?” or “When can I expect delivery?”).
• Order modifications or cancellations (within the 24-hour window after placement).
• Address updates (if requested within 24 hours of ordering).
• Payment-related issues (e.g., declined payments, duplicate charges, or refund status).

Shipping & Delivery Concerns

• Tracking assistance (e.g., “My tracking number isn’t working” or “I need help interpreting tracking updates”).
• Delayed, missing, or lost shipments—including filing claims with carriers on your behalf.
• Damaged packages or items (assisting with replacements or refunds).
• Questions about international shipping, customs fees, or PO box deliveries.

Returns & Refunds

• Guidance on return eligibility (e.g., “Is this final sale item returnable?”).
• Assistance with initiating returns (sending pre-paid labels and instructions).
• Refund status updates (e.g., “When will I receive my refund?”).
• Exchange requests (helping you secure the correct size or color).

Account Support

• Help creating or accessing your jceraw account (e.g., “I forgot my password” or “I can’t log in”).
• Updating account information (e.g., email address, phone number, or saved shipping addresses).
• Managing newsletter subscriptions (opting in or out of marketing communications).

Our Service Commitments to You

• Timely Responses: 24-hour response time for email inquiries (business days only). For urgent issues, we will acknowledge your request within 4 hours.
• Resolution Focus: We will work to resolve your issue in a single interaction whenever possible. If a problem requires additional time (e.g., carrier investigations), we will provide regular updates (every 2–3 business days) until it’s resolved.
• Accurate Information: Our team undergoes regular training to ensure they provide up-to-date, accurate details about products, policies, and processes. If we don’t have an answer immediately, we will research it and get back to you promptly.
• Fairness: We handle all inquiries and issues with fairness and consistency, regardless of order value or customer history. If we make a mistake, we will make it right—whether that means a replacement, refund, or gesture of goodwill (e.g., a discount on your next order).
• Accessibility: Our self-service resources and customer service channels are designed to be easy to use and understand. If you have special needs or require assistance in a specific format, please let us know, and we will accommodate you.

Feedback & How We Improve

• Post-Interaction Surveys: After resolving your inquiry, you may receive a short email survey asking about your experience with our support team. Your responses are anonymous and directly inform our training and process improvements.
• Direct Feedback: You can email service@jceraw.com with “Customer Service Feedback” in the subject line to share your thoughts.
• Continuous Improvement: We review feedback weekly to identify trends (e.g., common product questions, process bottlenecks) and make changes to our service—such as updating our FAQ page, refining training, or streamlining return processes.

Escalation Process

1. Reply to your existing support email thread and request escalation, or send a new email to service@jceraw.com with “Escalation Request” in the subject line.
2. Include your original inquiry details, order number (if applicable), and a brief explanation of why you’re requesting escalation.
3. Our Customer Service Manager will review your case within 12 business hours and contact you directly to resolve the issue.