Customer Service Policy

At Kendra Scott Mall (kendrascottmall.com), we are committed to delivering exceptional customer service that supports you throughout your shopping journey—from browsing our collection of jewelry, personalized gifts, and watches to post-purchase support. This policy outlines the scope of our services, how to reach us, and the standards we uphold to ensure your satisfaction.
1. Our Service Scope
We provide comprehensive support for all aspects of your interaction with our website, including but not limited to:
  • Pre-Purchase Inquiries: Assistance with product details (e.g., materials, sizing, availability of exclusive limited-edition jewelry), order customization options (for personalized gifts), and shipping destination eligibility.
  • Order Management: Help with tracking existing orders, updating shipping addresses (where possible), modifying order details (within the cancellation window outlined in our Shipping Policy), and resolving order-related issues (e.g., missing items, delayed dispatch).
  • Post-Purchase Support: Guidance on returns and refunds (in line with our Refund Policy), assistance with defective or damaged items, and support for replacement requests.
  • General Assistance: Answers to questions about our website functionality, payment methods (all transactions in USD), free shipping policy, and other service-related queries.
2. Contact Channels & Response Times
We offer a dedicated email channel to ensure you receive timely and personalized support:
  • Primary Contact: Reach our customer service team via email at support@kendrascottmall.com. This is our preferred channel for all inquiries, as it allows us to track your request and provide detailed responses.
  • Response Timelines: We aim to respond to all inquiries within 1-2 business days (excluding weekends and holidays). For urgent matters—such as missing shipments or defective items reported within the 7-day window (per our Refund Policy)—we prioritize resolution and may follow up with additional updates as needed.
  • Inquiry Preparation: To help us assist you efficiently, include relevant details in your email: order number (if applicable), full name, contact information, and a clear description of your request or issue. For product-related questions, include the item name or link; for post-purchase issues, attach photos (e.g., of damaged items) when possible.
3. Service Standards
We uphold the following standards to ensure a positive customer experience:
  • Transparency: We provide clear, accurate information about our products, policies (shipping, refunds, etc.), and service timelines—no hidden fees or ambiguous terms. For example, we explicitly communicate our 1-3 day order processing, 6-12 day delivery, and 5-10 day refund timelines to set realistic expectations.
  • Empathy: Our team is trained to listen to your concerns and address them with care. Whether you’re seeking help with a return or have questions about a personalized gift, we strive to understand your needs and find the best solution.
  • Accountability: If an issue arises (e.g., a delayed order, incorrect item), we take responsibility and work proactively to resolve it. This may include expediting a replacement, processing a refund, or reimbursing return shipping costs (for eligible cases like defective items).
  • Accessibility: While email is our primary support channel, we ensure our responses are easy to understand and include step-by-step guidance (e.g., how to initiate a refund, where to ship a returned item) to avoid confusion.
4. Support for Special Cases
We recognize that some situations require extra attention, and we offer tailored support for:
  • Personalized Gifts: If you have questions about customization options (e.g., engraving fonts, material choices) or need to modify a personalized order, our team can guide you through the process—including confirming changes before production to avoid errors.
  • International Customers: We provide clarification on international shipping (e.g., delivery timelines, customs duties that may apply) and assist with tracking inquiries for shipments outside our primary regions.
  • Final Sale Items: For items marked as “Final Sale” (per our Refund Policy), we clearly explain why they are non-refundable and offer pre-purchase support to help you make an informed decision (e.g., verifying sizing or product details).
5. Feedback & Improvement
We value your feedback as a tool to improve our customer service. If you have suggestions for how we can enhance our support—whether it’s faster response times, more detailed product information, or additional contact channels—please share them via support@kendrascottmall.com. We review customer feedback regularly and use it to refine our processes and policies.
6. Follow-Up & Resolution
After resolving your inquiry, we may follow up with a brief check-in to ensure you’re satisfied with the outcome. If a resolution requires multiple steps (e.g., processing a refund and shipping a replacement), we provide regular updates to keep you informed until the issue is fully resolved.
For any questions or support needs, remember you can always reach us at support@kendrascottmall.com—we’re here to help make your shopping experience with Kendra Scott Mall as smooth and enjoyable as possible.