Customer Service Policy for James Avere

At James Avere, we believe that exceptional customer service is at the heart of every positive shopping experience. Our team is dedicated to supporting you at every step—from browsing our collection to post-purchase care. This Customer Service Policy outlines our commitment to assisting you, the channels available for support, and how we address your needs.

1. Our Commitment

We strive to provide:

  • Clear and timely communication: We aim to address your inquiries promptly and with transparency.
  • Personalized assistance: Whether you need help selecting a piece, tracking an order, or resolving an issue, our team is here to offer tailored support.
  • Fair and respectful service: We treat every customer with courtesy, regardless of the nature of your request.

2. Areas of Support

Our customer service team is available to assist with:

  • Order inquiries (status, modifications, cancellations).
  • Shipping and delivery questions (tracking, delays, address changes).
  • Returns, refunds, and exchanges (following our Refund Policy).
  • Product information (materials, sizing, care instructions).
  • Account assistance (password resets, profile updates).
  • Feedback or concerns about your experience with James Avere.

3. Contact Channels

The primary way to reach our customer service team is via email:

We monitor this inbox during our operating hours and respond to all messages as quickly as possible.

For urgent matters, please include “Urgent” in the subject line of your email, and we will prioritize your request.

4. Response Times

  • General Inquiries: We aim to respond to all emails within 24–48 business hours. Business hours exclude weekends and major holidays.
  • Urgent Matters: Inquiries marked “Urgent” (e.g., lost packages, delivery issues) will be addressed within 12–24 business hours.
  • Complex Issues: Some requests (e.g., investigations into damaged items or customs delays) may require additional time. We will acknowledge your inquiry within the standard timeframe and provide updates as we work to resolve the issue.

5. How We Resolve Issues

Our goal is to resolve your concerns to your satisfaction. Here’s our process:

  1. Acknowledgment: We will confirm receipt of your inquiry and outline the next steps.
  2. Investigation: For issues like damaged items or delivery problems, we may request additional details (e.g., photos, order numbers) to assist our investigation.
  3. Resolution: We will propose a solution based on our policies (e.g., a refund, replacement, or tracking support). If you are not satisfied with the initial solution, we will work with you to find a fair alternative.
  4. Follow-Up: After resolving your issue, we may follow up to ensure you are satisfied with the outcome.

6. Feedback

We value your feedback, as it helps us improve our service. If you have suggestions or concerns about your experience with our customer service team, please include them in your email to [email protected]. We review all feedback regularly and use it to enhance our support processes.

7. Language Support

Currently, our customer service team provides assistance in English. We are working to expand our language support to better serve our global customers in the future.

8. Changes to This Policy

We may update this Customer Service Policy to reflect improvements in our support processes. Any changes will be posted on this page with a revised “Last Updated” date. We encourage you to review this policy periodically to stay informed about how we assist our customers.

9. Contact Us

For any questions, concerns, or assistance, please reach out to our team at:

[email protected]

Last Updated: July 31, 2025