Customer Service Policy

Customer Service Policy for De Match Koning

At De Match Koning, we are committed to providing exceptional customer service to ensure your shopping experience is smooth, enjoyable, and satisfactory. This Customer Service Policy outlines our approach to supporting you, addressing your concerns, and meeting your needs before, during, and after your purchase.

1. Our Commitment

Our customer service team is guided by the principles of respect, transparency, and efficiency. We strive to:
  • Listen to your questions, feedback, and concerns with care.
  • Provide accurate and helpful information in a timely manner.
  • Resolve issues fairly and to your satisfaction whenever possible.
  • Continuously improve our service based on your feedback.

2. Contact Channels

You can reach our customer service team through the following channel:
  • Email: Send your inquiries to info@dematchkoning.net. This is our primary contact method, and we aim to respond to all emails promptly (see section 3 for response times).
We may expand our contact channels (e.g., live chat, phone support) in the future, and any updates will be reflected in this policy.

3. Response Times

  • General Inquiries: We typically respond to non-urgent questions (e.g., product details, sizing information, policy clarifications) within 2–3 business days.
  • Order-Related Issues: For matters related to orders (e.g., tracking updates, shipping delays, returns), we aim to respond within 1–2 business days to ensure timely resolution.
  • Urgent Concerns: If you have an urgent issue (e.g., defective items, incorrect shipments), please mark your email as “Urgent” in the subject line, and we will prioritize your inquiry, aiming to respond within 24 hours (during business days).
Business days exclude weekends and major holidays, which may extend response times slightly.

4. Services We Provide

Our customer service team is here to assist with a wide range of needs, including but not limited to:
  • Product Information: Details about fabrics, sizing, care instructions, and availability of our skirts.
  • Order Assistance: Help with placing orders, modifying or canceling orders (if possible), and tracking shipments.
  • Returns and Refunds: Guidance on initiating returns, checking the status of refunds, and addressing issues with returned items (see our Refund Policy for details).
  • Shipping Support: Clarifications on shipping timelines, costs, and addressing delivery problems (e.g., lost or damaged packages).
  • Feedback and Complaints: We welcome your feedback—whether positive or constructive. If you have a complaint, we will investigate it thoroughly and work to find a fair resolution.
  • Account Support: Help with creating or accessing your user account, resetting passwords, or updating account information.

5. How to Help Us Assist You

To ensure we can assist you efficiently, please include the following information in your inquiry whenever possible:
  • Your full name and contact details (email address, phone number if relevant).
  • Your order number (if the inquiry is related to a purchase).
  • A clear description of your question or issue, including relevant details (e.g., product name, date of order, problem encountered).
  • Photos or documentation (e.g., damaged items, incorrect shipments) if applicable—this helps us resolve issues faster.

6. Feedback and Improvements

We value your feedback as a tool to improve our services. If you have suggestions for how we can enhance our customer service, please share them with us at info@dematchkoning.net. We regularly review feedback and use it to refine our processes, train our team, and better meet your needs.

7. Updates to This Policy

We may update this Customer Service Policy from time to time to reflect changes in our services or processes. The latest version will always be posted on our website, with the “Last Updated” date revised accordingly. We encourage you to review this policy periodically.

8. Contact Us

For any assistance, please reach out to our customer service team at:
Last Updated: 2025.07.31