1. Introduction
SOLIS HORIZON LTD (hereinafter referred to as "our company") has been deeply involved in the EU market and always puts customer experience first. From the moment you first meet our bags to every moment of daily use, we are committed to providing caring services throughout the entire cycle. This policy details the service details of each stage of pre-sales, sales, and after-sales to ensure that you can feel professionalism and sincerity at every step of your interaction with us.
2. Pre-sales service
2.1 Product consultation
You can consult product information through the official website (solishorizon.com) online customer service (real-time response from 9:00-18:00 on weekdays), customer service email ([email protected], reply within 24 hours) or offline stores in the EU (during business hours). Whether it is the leather source of genuine leather bags, the waterproof performance of canvas models, or the load-bearing capacity of bags, internal compartment design and other details, our customer service team will clearly answer in a combination of pictures and texts, and provide physical details videos when necessary.
2.2 Policy Description
Customer service will proactively inform the key points of the core policy:
Return and exchange policy: Emphasize the 14-day cooling-off period and the standard of intact goods (with sample pictures);
Transportation policy: Explain the time difference and delivery threshold of different EU countries;
Privacy policy: Briefly describe the scope of personal information collection and protection measures, and guide to view the complete policy link.
3. In-sale service
3.1 Order tracking
After placing an order, you can check the progress in real time on the "My Order" page of the official website:
Payment confirmation: Update the status within 10 minutes after payment, and send a confirmation email with order details simultaneously;
Stocking stage: Display the current inventory status. If out of stock, the estimated replenishment time will be notified by email within 2 hours (no longer than 7 days);
Quality inspection and packaging: Mark the quality inspection items (such as stitching, hardware, leather flatness) and the environmentally friendly materials used for packaging;
Logistics tracking: After delivery, synchronize the logistics order number to the order page and mailbox, support one-click jump to the logistics provider tracking page, and the logistics status is updated every 6 hours.
3.2 Payment support
Supports credit cards such as Visa, Mastercard, American Express, and payment methods such as PayPal and Klarna (in some countries). All payment pages use SSL encryption technology. If you encounter payment problems:
Payment failure: Real-time display of failure reasons (such as insufficient card balance, wrong card number), and provide a re-payment entrance;
Duplicate deductions: After verification by customer service, a refund will be initiated within 1 working day, and the bank will be informed of the processing cycle (usually 3-5 working days).
3.3 Demand adjustment
Before the order is shipped, you can apply for the following adjustments:
Delivery information: Modification of address is limited to the same country, and has not entered the packaging stage (the order status shows "in stock" can be operated);
Style change: The same price or price difference change, the feasibility must be confirmed within 2 hours if there is sufficient inventory;
Cancel order: Unshipped orders can be fully refunded, and the refund arrival time is the same as the refund cycle of the payment channel.
The above adjustments can be applied through the "Modify Order" button on the official website order page or by email, and the customer service will confirm important changes by phone.
IV. After-sales service
4.1 Product maintenance guide
Each bag comes with a multilingual maintenance manual (including the main languages of the European Union). The "Customer Service - Maintenance Guide" section of the official website is classified by material:
Leather maintenance: recommend special care oil (can be purchased on the official website with a 20% discount), explain the monthly care frequency and substances to avoid contact (such as alcohol, perfume);
Canvas maintenance: guide the cleaning method of mild detergent and drying precautions (avoid exposure to the sun);
Hardware maintenance: it is recommended to wipe with a dry cloth regularly and wrap with soft paper when storing to prevent oxidation.
Customer service can provide targeted suggestions based on the length of use, such as moisture-proof treatment solutions for long-term storage.
4.2 Complaint handling
Complaint channel: official website "Contact Us - Complaint Feedback" form, customer service email (marked with "complaint").
Processing process:
Confirm acceptance within 48 hours, assign a dedicated processing specialist and inform the contact information;
Investigate and verify within 3 working days, and communicate the preliminary plan with the customer;
Give a final solution within 7 working days (such as reissuing accessories, partial refunds, free maintenance, etc.);
Complex complaints (such as those involving major logistics errors) take up to 15 working days, and feedback is given every 5 working days.
The processing results will be synchronized by email and phone, and a satisfaction return visit will be conducted later (3 days after the complaint is resolved).
4.4 Customer feedback collection
Send a satisfaction questionnaire 7 days after receipt (including products, logistics, and services. Completing the questionnaire will receive a 10 euro coupon);
The official website product page has a "User Evaluation" section, which supports uploading real photos of use. High-quality evaluations can earn points (which can be deducted from the next consumption);
Regularly hold customer seminars (online and offline, invite 10-15 customers), and customers whose feedback suggestions are adopted will receive limited accessories.
V. Service Guarantee and Responsibility
5.1 Information Confidentiality
Strictly follow the EU GDPR regulations, and the collected personal information is only used for:
Order processing (address and phone number are used for delivery);
Service follow-up (email is used to send orders and after-sales information);
Personalized recommendations (based on purchase records, which can be turned off in the "Privacy Settings" of the official website).
The information storage period is 3 years after the order is completed. It will be automatically anonymized upon expiration and will not be shared with third parties (logistics providers only obtain necessary delivery information).
5.2 Service Supervision
If you are dissatisfied with the customer service, you can complain to the customer service supervisor's email ([email protected]), and the content must include the customer service number, communication time and specific problems. We will investigate within 3 working days. If it is indeed a service error:
Apologize to the customer and explain the handling results;
Conduct training and assessment for relevant customer service;