Customer Service Policy – Quimre

At Quimre, we believe luxury extends beyond our Mongolian Cashmere, Italian Leather, Turkish Cotton, and Washable Silk products—it includes the support we provide to every customer. Our team is dedicated to ensuring your experience, from browsing fabrics to post-purchase care, is as refined as the pieces you choose. This policy outlines how we assist you, the channels to connect, and our commitment to resolving your needs with care.

1. How to Reach Our Customer Service Team

We offer tailored support channels to match the premium nature of our products, ensuring you get timely, personalized help:

  • Email Support (Preferred for Fabric-Specific Queries):

Reach us at [email protected] for detailed inquiries—ideal for questions about fabric care (e.g., “How to maintain Italian Leather”), order updates (e.g., tracking a Mongolian Cashmere coat), or return requests. We include fabric experts in responses to ensure accuracy (e.g., advising on Washable Silk laundering).

  • Live Chat (For Quick Questions):

Available on our website (www.quimre.com) during Monday–Friday, 10:00 AM–5:00 PM (EST). Use this for immediate help like checking stock (e.g., “Is the Turkish Cotton towel set in stock?”) or verifying shipping timelines. Look for the “Chat with a Luxury Advisor” icon in the bottom right corner.

Note: We do not offer support via social media DMs.

2. What We Can Help You With

Our team specializes in luxury fabric needs, covering every step of your journey:

  • Fabric & Product Guidance:
  • Detailed info on materials (e.g., “What makes Mongolian Cashmere softer than regular Cashmere?” “How durable is Italian Leather?”);
  • Sizing advice tailored to fabrics (e.g., “Does Washable Silk shrink? Should I size up?”);
  • Care instructions (e.g., “Can I iron Turkish Cotton?” “How to store Italian Leather in winter”).
  • Order & Shipping Support:
  • Tracking updates for luxury orders (e.g., “Where is my Italian Leather tote?”);
  • Address changes (before processing) for secure delivery;
  • Resolving shipping delays (e.g., customs holds for European Cashmere orders).
  • Returns & Refunds:
  • Guiding you through fabric-specific return processes (e.g., “How to pack Mongolian Cashmere to avoid damage”);
  • Issuing Return Authorization (RA) numbers for eligible items;
  • Checking refund status (e.g., for a returned Turkish Cotton set).
  • Account & Personalization:
  • Helping with account setup or password resets;
  • Updating preferences (e.g., saving fabric preferences like “Italian Leather” for future recommendations);
  • Assisting with custom orders (e.g., monogramming Italian Leather wallets—if available).

3. Our Response Time Commitment

We prioritize timely support to match the luxury experience:

  • Email Support: Respond within 1–2 business days. For complex fabric queries (e.g., “Why is my Italian Leather discoloring?”), we may take an extra day to consult our fabric team, but we’ll send a confirmation email within 24 hours to acknowledge your request.
  • Phone Support: Average wait time is 5 minutes during operating hours. If all lines are busy, leave a message with your name, order number, and issue—we’ll call you back within 1 business day.
  • Live Chat: Wait times are under 3 minutes for most queries. If our team is busy, you can leave your email, and we’ll follow up via email within 2 hours.

4. Special Support for Peak Seasons

During busy periods (holidays, new collection launches, or limited-edition Italian Leather drops), support volume increases—we adjust to keep service high:

  • Add extra fabric experts to email and chat teams;
  • Extend phone hours to 8:00 AM–7:00 PM (EST);
  • Post real-time updates on our website (e.g., “Current email response time: 2 days”) to set expectations.

We apologize for any slight delays and appreciate your patience as we assist all luxury customers.

5. How We Resolve Issues

Our process is designed to protect your luxury investment:

  1. Listen & Clarify: We ask detailed questions to understand your concern (e.g., “Can you share photos of the Italian Leather scratch?”) to avoid missteps.
  2. Act with Fabric Care: For issues like damaged Cashmere, we offer solutions that preserve quality (e.g., arranging a replacement instead of a repair if stitching is faulty).
  3. Communicate Transparently: We update you at every step (e.g., “Your Italian Leather bag is being reshipped—here’s the new tracking number”).
  4. Follow Up: After resolving your issue, we send a follow-up email within 3 days to ensure satisfaction (e.g., “Is your Mongolian Cashmere coat fitting correctly?”).

6. Feedback & How to Share It

Your input helps us refine luxury support:

  • Positive Feedback: Share your experience via email or leave a review on our website—we highlight exceptional interactions with our team.
  • Concerns: If you’re not satisfied with support, email [email protected] with:
  • Your name and order number;
  • Details of the issue;
  • How you’d like it resolved.

Our Customer Service Manager will review and respond within 2 business days to address the concern.

7. Changes to This Policy

We update this policy to enhance luxury support (e.g., adding fabric care webinars). Revisions are marked with a new “Last Updated” date on our website. Continued use of our services means you accept the updated terms.

Thank you for choosing Quimre. We’re here to ensure your luxury fabric journey is seamless—don’t hesitate to reach out for help.