Skimek Customer Service Policy

At Skimek, we are committed to providing exceptional customer service to support your shopping experience—from browsing our collection of underwear, loungewear, and shapewear to resolving post-purchase questions. This Customer Service Policy outlines the scope of our support, how to reach us, and the processes we follow to address your needs. We aim to be transparent, responsive, and solution-oriented in every interaction.

1. Scope of Customer Service Support

Our customer service team is available to assist with the following inquiries and requests related to your use of the Skimek website (the “Site”) and purchases:

  • Order-related questions: Tracking updates, delivery status, order modifications (if possible before dispatch), and order confirmation issues.
  • Product inquiries: Details about sizing, fabric, care instructions, product availability, and compatibility with your needs.
  • Returns and refunds: Guidance on initiating returns, understanding refund timelines (5-10 business days after return inspection), and resolving return-related issues (e.g., missing refund, damaged returned items).
  • Account support: Help with account creation, login issues, updating account information (e.g., shipping address, email), and securing your account.
  • Payment assistance: Troubleshooting payment processing errors, explaining charge details (all in USD), and addressing unauthorized charges.
  • Feedback and concerns: Listening to your feedback about our products, Site experience, or customer service—and using it to improve our offerings.

Note: For questions related to our privacy practices, please refer to our Privacy Policy; for terms governing purchases, see our Terms of Purchase.

2. How to Contact Us

We offer a primary contact channel to ensure your inquiries are directed to the right team efficiently:

2.1 Email Support

The fastest and most reliable way to reach us is via email. Our team monitors inquiries during standard business hours (Monday–Friday, 9:00 AM–5:00 PM [insert time zone, e.g., UTC-8]) and aims to respond promptly.

  • Email address: [email protected]
  • When contacting us, please include:
  • Your full name (as it appears on your order or account).
  • Order number (if applicable).
  • A clear description of your inquiry or request (e.g., “Request to track order #SK12345” or “Question about size for SKIMS Sculpting Bodysuit”).
  • Any relevant details (e.g., screenshots of errors, delivery address, product name) to help us resolve your issue quickly.

2.2 Additional Channels (If Applicable)

If you offer other support channels (e.g., live chat, phone), add them here. For example:

  • Live Chat: Available on the Site during business hours (click the “Chat” icon in the bottom-right corner).
  • Phone Support: [Insert phone number] (available Monday–Friday, 10:00 AM–4:00 PM UTC-8).

If no additional channels exist, omit this section or state: “At this time, we only offer email support to ensure we can provide detailed, documented responses to your inquiries.”

3. Response Timeframes

We understand the importance of timely support, and we adhere to the following response guidelines:

  • Initial Acknowledgment: We aim to send an acknowledgment email within 24 business hours of receiving your inquiry, confirming we’ve received your request and are working on a solution.
  • Resolution Time:
  • Simple inquiries (e.g., order tracking, product sizing) are typically resolved within 1–2 business days.
  • Complex issues (e.g., refund disputes, damaged products, order cancellations) may take 3–5 business days, as they may require coordination with our shipping or payment partners.
  • For returns: Once we receive your returned item, we inspect it within 2 business days and process refunds within 5–10 business days (as noted in our Terms of Purchase). We will notify you via email when the refund is initiated.

Note: Response times may be extended during peak periods (e.g., holidays, sales events) due to higher inquiry volume. We will communicate any delays in our response to you proactively.

4. Shipping and Delivery Support

Given our global free shipping policy and 6–12 business day delivery timeframe (after 1–3 business days of order dispatch), we provide the following specific support for shipping-related issues:

  • Tracking Your Order: After your order is dispatched, we will send a shipping confirmation email with a tracking number and link to monitor your package’s progress. If you cannot locate your tracking number or the link isn’t working, contact us at [email protected] with your order number, and we will resend the details.
  • Delayed Deliveries: If your order hasn’t arrived within 12 business days of dispatch, please contact us. We will investigate with our shipping partner (e.g., verifying delivery status, checking for customs holds) and update you within 2–3 business days. If the package is confirmed lost, we will offer a replacement or full refund (per your preference).
  • Incorrect or Missing Items: If you receive an incorrect product or part of your order is missing, notify us within 7 days of delivery. Include your order number, photos of the items received (and packaging, if damaged), and a list of missing items. We will arrange for a free replacement or issue a refund for the missing/incorrect items—no additional cost to you.

5. Returns and Refunds Support

To make the return process as smooth as possible, we provide step-by-step support for our 60-day return policy:

  • Initiating a Return: Contact us at [email protected] to request a return authorization (RA) number. We will not process returns without a valid RA number.
  • Return Instructions: Once you have your RA number, we will send detailed instructions, including:
  • The address to ship the return (we cover return shipping costs for eligible returns—consistent with our global free shipping policy).
  • How to package the item (must be unused, unwashed, with original tags and packaging).
  • How to track your return shipment.
  • Refund Follow-Up: If you haven’t received your refund within 10 business days of us confirming receipt of your return, contact us with your order number and RA number. We will investigate with our payment processor and resolve any delays.

6. Accessibility and Inclusivity

Skimek is committed to making our customer service accessible to all users. If you require support in an alternative format (e.g., large print, screen-reader-friendly responses) or have specific accessibility needs, please mention this in your email to [email protected]. We will work with you to ensure you receive the support you need in a way that works for you.

7. Feedback on Our Customer Service

We value your input on our customer service experience. If you are satisfied with our support—or if you feel we could improve—please let us know in your email or by adding a note to your inquiry. We regularly review feedback to train our team, refine our processes, and ensure we continue to meet your needs.

8. Updates to This Policy

We may update this Customer Service Policy from time to time to reflect changes in our support channels, response times, or processes. When we make updates, we will revise the “Last Updated” date at the top of this document and post the new version on the Site. We encourage you to review this policy periodically to stay informed about how we support our customers.

If you have any questions about this Customer Service Policy, please contact us at [email protected].