1. Our Service Philosophy

2. Service Channels & Response Commitments

• Email Support (Primary Channel): For all inquiries—product questions, order updates, returns, or feedback—reach out to our team at press@touchlandushop.com. We commit to responding within 24-48 business hours (Monday-Friday, 9:00 AM-6:00 PM EST). For urgent matters (e.g., damaged deliveries, incorrect orders), mark your email subject with “URGENT” to prioritize your request, and we’ll respond within 12 business hours.
• Website Resources: Our website (touchlandushop.com) features a comprehensive FAQ section, product detail pages with ingredient and usage information, and order tracking tools—designed to answer common questions quickly without needing to contact support.

3. Core Service Commitments

3.1 Product Guidance & Education

• Personalized Recommendations: Our team will help you choose products tailored to your needs—whether you’re looking for a travel-sized Hand Mist for commutes, a mood-boosting fragrance for work, or hypoallergenic options for sensitive skin. We’ll share details on scent notes, ingredient benefits, and usage tips to help you make informed choices.
• Transparent Information: We provide clear, accurate details on all products, including ingredients, expiration dates, and storage guidelines. If you have specific concerns (e.g., vegan, cruelty-free, or fragrance-free needs), our team will verify and share relevant product specifications promptly.

3.2 Order & Shipping Support

• Order Management: We assist with order modifications (e.g., changing a scent, updating a shipping address) or cancellations—provided the order has not yet been processed (within 1 business day of placement). Once processed, we’ll guide you through our return policy for adjustments.
• Tracking & Delivery Updates: After your order ships (within 1-3 business days), you’ll receive a confirmation email with a tracking number. If tracking shows no updates for 5+ business days, or if your order is delayed beyond the 6-12 business day estimate, our team will investigate with the shipping carrier and provide real-time updates until delivery.
• Free Shipping Clarity: We confirm upfront that all orders qualify for free shipping (no minimum purchase) and clarify that international orders may incur customs fees (which we’ll help you understand, though they are the recipient’s responsibility).

3.3 Returns & Refunds Assistance

• Streamlined Process: Our team guides you through every step of our 60-day return policy—from requesting a Return Authorization (RA) number to confirming receipt of your return. We’ll notify you when your return is inspected and when your refund (processed within 5-10 business days in USD) is issued.
• Defective/Incorrect Items: For damaged, defective, or wrong products, we resolve issues within 1-2 business days of contact. We provide prepaid return labels, cover all shipping costs for replacements/refunds, and ensure you receive updates on the resolution progress.

3.4 Post-Purchase Support

• Usage & Care Help: If you have questions about product use (e.g., how to store fragrances to preserve scent, or how to apply Hand Mist for best absorption), our team shares expert tips to maximize your experience.
• Allergy & Reaction Support: If you experience skin irritation or an adverse reaction, we provide guidance on discontinuing use and offer a full refund for the unused portion of the product. We also share ingredient safety resources to help you avoid future issues.

4. Special Case Handling

• Scent Preference Concerns: We understand fragrance is personal—if you’re unsatisfied with a scent (but the product is unopened), our team helps you initiate a return and recommends alternative scents based on your preferences (e.g., “if you disliked citrus, try our floral or woodsy options”).
• Bulk & Corporate Orders: For bulk purchases (e.g., gifts for teams, event favors), we assign a dedicated support specialist to coordinate order customization, delivery timelines, and post-delivery follow-up—ensuring seamless execution for large-scale needs.
• International Customer Support: We provide tailored assistance for international customers, including clarifying customs regulations, translating product information (upon request), and resolving cross-border shipping delays. We also explain that refund timelines may be extended slightly due to international return transit.

5. Customer Feedback & Continuous Improvement

• Refine product formulas or scent offerings based on user preferences;
• Enhance website functionality (e.g., improving order tracking tools);
• Train our team on emerging customer needs (e.g., more details on vegan ingredients);
• Address recurring issues with proactive solutions (e.g., updating packaging to reduce damage).

6. Contact Us