Customer Service Policy

At Touchland, we believe that exceptional customer service is the foundation of a trusted relationship with our customers. Whether you have questions about our hand mists, body fragrances, hair fragrances, orders, or returns, our dedicated customer service team is here to provide support, resolve issues, and ensure your experience with us is positive and hassle-free. This policy outlines our service commitments, scope, and processes to keep you informed.

1. Service Mission & Core Values

Our customer service team operates under three core principles to deliver consistent, high-quality support:
  • Customer-Centricity: Your needs and satisfaction are our top priority. We listen actively to your inquiries and tailor solutions to address your specific concerns.
  • Transparency: We communicate clearly and honestly about our products, policies, and issue resolution progress—no hidden information or vague responses.
  • Efficiency: We strive to resolve issues promptly while maintaining care, ensuring you get the support you need without unnecessary delays.

2. Scope of Customer Service

Our team provides assistance for all aspects of your Touchland experience, including but not limited to:

a. Pre-Purchase Support

  • Product details: Information about scent profiles, ingredients, formula benefits, and usage instructions for hand mists, body fragrances, and hair fragrances.
  • Sizing or quantity guidance: Recommendations based on your needs (e.g., travel-sized vs. full-sized hand mists).
  • Website navigation: Help with browsing products, searching for specific items, or understanding promotional offers on touchlandonline.com.

b. Order & Shipping Support

  • Order status checks: Updates on processing, shipment, and delivery timelines (aligned with our Shipping Policy).
  • Order modifications: Assistance with updating shipping addresses (if possible before processing) or canceling orders (per our order processing timeline).
  • Shipping issues: Resolution for delayed deliveries, lost packages, or damaged items during transit.

c. Post-Purchase & Return Support

  • Return & refund guidance: Step-by-step assistance with initiating returns, obtaining a Return Merchandise Authorization (RMA), and tracking refund progress (aligned with our Refund Policy).
  • Product concerns: Addressing issues with defective products, incorrect items received, or dissatisfaction with product performance.
  • Refund inquiries: Explanations of refund timelines, payment method credits, or issues with missing refunds.

d. General Inquiries & Feedback

  • Account assistance: Help with creating, accessing, or updating your Touchland account.
  • Feedback handling: Recording and forwarding your suggestions, compliments, or complaints to improve our products and services.
  • Policy clarification: Explanations of our Shipping, Refund, or Privacy Policies to ensure you understand your rights and our commitments.

3. Communication Channels & Response Time

We offer a primary, reliable channel for customer support, with clear response timelines to keep you informed:

a. Primary Support Channel

Email: support@touchlandonline.com – This is our main channel for all inquiries, as it allows us to track your issue thoroughly and provide detailed, documented responses.

b. Response Time Commitment

  • General inquiries (pre-purchase, product info, account help): We aim to respond within 1-2 business days.
  • Urgent issues (delayed orders, damaged products, refund concerns): We prioritize these and will respond within 1 business day.
  • Complex issues (e.g., extended shipping delays, defective product investigations): We will acknowledge your inquiry within 1 business day and provide regular updates (every 2-3 business days) until resolution.
Note: Response times may be slightly extended during peak periods (e.g., holidays, major promotions), but we will always notify you of any anticipated delays in our acknowledgment email.

4. Issue Resolution Process

To ensure consistent and fair resolution of all concerns, we follow a structured process:
  1. Inquiry Submission: You contact us via support@touchlandonline.com with your issue, including relevant details (e.g., order number, product name, photos of defects, delivery tracking number).
  2. Acknowledgment & Review: We confirm receipt within our stated response time and review your information to understand the issue fully. If additional details are needed, we will request them clearly.
  3. Solution Proposal: Based on our policies (Shipping, Refund) and the nature of your issue, we propose a fair solution (e.g., replacement, refund, tracking escalation, product guidance).
  4. Resolution Execution: Once you agree to the solution, we execute it promptly (e.g., processing a refund, arranging a replacement shipment, escalating a tracking issue with our logistics partner).
  5. Follow-Up: We follow up after resolution to ensure you are satisfied with the outcome. If the issue is not fully resolved, we revisit the process to find a better solution.

5. Service Commitments & Guarantees

  • Honest Communication: We will never make false promises about product benefits, shipping timelines, or resolution outcomes. If we cannot fulfill a request, we will explain why and offer alternative options.
  • Accountability: If the issue arises from an error on our part (e.g., wrong item shipped, defective product), we will take full responsibility and cover any associated costs (e.g., return shipping for defective items).
  • Privacy Protection: All personal information you share with our customer service team (e.g., order details, contact info) is protected in line with our Privacy Policy—we will never share your data with third parties for non-service purposes.

6. Feedback & Service Improvement

We value your input as a key driver of our service improvement. After resolving your issue, we may send a brief feedback request to learn about your experience with our customer service team. You can also proactively share feedback via support@touchlandonline.com—all comments are reviewed by our management team to identify areas for growth.

7. Contact Us

For any support needs, please reach out to us at:
Email: support@touchlandonline.com
Website: touchlandonline.com (for browsing products or accessing your account)
Thank you for choosing Touchland. We are grateful for the opportunity to serve you and look forward to ensuring your experience is exceptional.