Customer Service Policy – Crocso

At Crocso, we believe that exceptional customer service is the cornerstone of a great shopping experience. This Customer Service Policy outlines our commitment to supporting you before, during, and after your purchase, ensuring your needs are met with care, efficiency, and transparency.

1. Scope of Service

Our customer service team is here to assist with a wide range of inquiries and concerns, including but not limited to:

  • Product information (e.g., sizing, materials, availability of Clogs, Sandals, Sneakers, or Jibbitz).
  • Order status, tracking, and delivery updates.
  • Returns, refunds, and exchanges (in line with our Refund Policy and Shipping Policy).
  • Account management (e.g., updating personal details, password resets).
  • Technical issues with the website (e.g., checkout errors, navigation problems).
  • Feedback, suggestions, or complaints about our products or services.

2. Contact Channels

We offer the following channel for reaching our customer service team:

  • Email: Send your inquiries to [email protected]. This is our primary contact method, allowing us to track and address your request thoroughly.

3. Response Time

  • We strive to respond to all email inquiries within 24–48 business hours (excluding weekends and holidays). During peak periods (e.g., sales events, holidays), response times may be slightly extended, but we will make every effort to reply as promptly as possible.
  • For urgent matters (e.g., lost packages marked as delivered, incorrect items received), we prioritize resolution and aim to respond within 24 hours.

4. Problem Resolution Commitment

  • Our goal is to resolve your issue to your satisfaction in a single interaction whenever possible. If additional information or time is needed (e.g., investigating a shipping delay or processing a refund), we will keep you informed of the progress at each step.
  • For issues related to returns or refunds, we will follow the guidelines outlined in our Refund Policy, ensuring a fair and timely resolution.
  • If you are unsatisfied with the initial response to your inquiry, you may request to escalate the matter to a senior customer service representative, who will review your case and provide a revised solution.

5. Feedback and Continuous Improvement

We value your feedback as a tool to improve our services. You may share your thoughts on your customer service experience via email ([email protected]). All feedback is reviewed by our team, and we use it to enhance our processes and training.

6. Language Support

Our customer service team primarily assists in English. For inquiries in other languages, we will do our best to accommodate or provide translation support where possible.

7. Changes to This Policy

We may update this Customer Service Policy to reflect improvements in our processes or to address new customer needs. Any changes will be posted on this page with an updated “last updated” date. Your continued use of our website and services constitutes acceptance of the revised policy.

8. Contact Us

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

Email: [email protected]