Customer Service Policy for Stusuy

Last Updated: 2025.09.11

At Stusuy (“we,” “us,” or “our”), providing exceptional customer service is at the core of our mission. We strive to support you at every step of your shopping journey—from browsing our website (www.stusuy.com, “the Site”) to post-purchase inquiries. This Customer Service Policy outlines how we assist you, the channels available for support, and our commitments to resolving your concerns promptly and fairly. By engaging with Stusuy, you agree to the terms of this policy, as well as our Privacy Policy, Terms of Purchase, and other related policies.

1. Our Customer Service Mission

We aim to deliver customer service that is:

  • Responsive: We prioritize timely replies to your inquiries, ensuring you don’t face unnecessary delays.
  • Transparent: We communicate clearly about order status, policy details, and resolution timelines—no hidden information or vague updates.
  • Helpful: Our team is trained to address your needs thoroughly, whether you have a question about sizing, need help with a return, or want to resolve a shipping issue.
  • Respectful: We treat every customer with courtesy, regardless of the nature of your inquiry, and value your feedback as a way to improve our service.

2. Customer Service Channels

We offer multiple convenient channels to reach our customer support team. Choose the option that works best for you:

2.1 Email Support (Primary Channel)

Email is our most comprehensive support channel, ideal for detailed inquiries (e.g., order issues, returns, refunds, product questions).

  • Contact Email: [email protected]
  • How to Reach Us: Include the following information in your email to help us assist you faster:
  • Your full name (as it appears on your order or account).
  • Order number (if applicable—found in your order confirmation email).
  • Clear description of your inquiry (e.g., “Request to return order #12345,” “Question about size M of the cotton blouse”).
  • Relevant details or attachments (e.g., photos of defective products, screenshots of error messages, shipping receipts).
  • Response Time: We aim to reply to all email inquiries within 2–3 business days (Monday–Friday, excluding weekends and major holidays). During peak seasons (e.g., Black Friday, Christmas), response times may extend to 4 business days—we appreciate your patience and will prioritize urgent issues (e.g., lost packages, incorrect orders) first.

2.2 Website Contact Form

If you prefer not to send an email directly, you can submit a request via the “Contact Us” form on our website:

  • How to Use: Visit www.stusuy.com/contact, fill in the required fields (name, email address, order number, inquiry type, and message), and submit.
  • Response: We will reply to the email address you provide within the same 2–3 business day timeframe as email support. This channel is best for general questions (e.g., sizing guides, product availability) or if you don’t have immediate access to your email inbox.

2.3 FAQ Section (Self-Service Support)

For quick answers to common questions, visit our FAQ page (linked in the Site footer). It covers topics like:

  • Order tracking and processing.
  • Shipping timelines and global free shipping.
  • Return and refund eligibility.
  • Sizing guides for different product categories.
  • Payment method options.

We update the FAQ regularly to address new customer concerns, so it’s a great first stop for fast information.

3. Scope of Customer Service Support

Our team is here to assist with a wide range of inquiries related to your Stusuy experience. Below are the key areas we cover:

3.1 Pre-Purchase Support

  • Product Information: Details about materials, care instructions, sizing, colors, and availability (e.g., “Is the linen dress machine-washable?” “Do you have the blue sweater in size XL?”).
  • Website Navigation: Help with using Site features (e.g., creating an account, adding items to your cart, applying discount codes).
  • Order Planning: Guidance on placing orders, selecting shipping options (though we only offer global free standard shipping), and understanding pricing (including taxes for U.S. orders).

3.2 During-Purchase Support

  • Payment Issues: Assistance with declined payments, error messages during checkout, or verifying payment status (e.g., “My credit card was charged twice—what should I do?”).
  • Order Modifications: Help updating shipping addresses (if the order hasn’t shipped yet) or canceling orders (per our Terms of Purchase).
  • Order Verification: Clarifying details if we reach out to confirm your order (e.g., address, payment method) to prevent fraud or errors.

3.3 Post-Purchase Support

  • Order Tracking: Helping you locate your tracking link, interpret tracking updates, or investigate stuck/delayed packages (per our Shipping Policy).
  • Returns & Refunds: Guiding you through the return process (issuing RMA numbers), confirming return delivery, and updating you on refund status (per our Refund Policy).
  • Defective/Incorrect Items: Assisting with claims for defective products, incorrect sizes/colors shipped, or damaged items (including arranging replacements or full refunds).
  • Undeliverable Packages: Resolving issues with packages marked “undeliverable” (e.g., correcting addresses for reshipping or processing refunds).

3.4 Account Support

  • Account Access: Help with resetting passwords, recovering accounts (if you can’t log in), or updating account information (e.g., email address, saved shipping addresses).
  • Order History: Providing access to past order details (e.g., invoices, shipping records) for your reference.

4. Issue Resolution Process

We follow a structured process to ensure your concerns are resolved efficiently and to your satisfaction:

  1. Inquiry Receipt: When you contact us, we log your inquiry in our system with your order number (if applicable) to track progress.
  2. Initial Response: We send a confirmation email within 2–3 business days acknowledging your issue and outlining next steps (e.g., “We’ve requested a tracking update from the carrier and will get back to you within 2 days”).
  3. Investigation: For complex issues (e.g., lost packages, defective items), we may need to coordinate with third parties (e.g., shipping carriers, our warehouse) to gather information. We will keep you updated every 2–3 days during this process.
  4. Resolution: Once we have a solution, we will notify you via email (e.g., “Your refund has been processed,” “A replacement item has been shipped”). We ensure resolutions align with our policies—for example, issuing refunds within 5–10 business days of approval or reshipping items for free if the error was ours.
  5. Follow-Up: After resolving your issue, we may send a short follow-up email to confirm you’re satisfied. This helps us identify areas to improve our service.

5. Customer Feedback & Complaints

We value your feedback—positive or negative—as it helps us enhance our products and service.

  • Sharing Feedback: You can email us at [email protected] with comments, suggestions, or complaints. For complaints, please include specific details (e.g., order number, date of issue, what went wrong) so we can address them effectively.
  • Complaint Resolution: We take all complaints seriously and aim to resolve them within 5 business days (for most issues). For more complex complaints (e.g., disputes over refunds), we may need up to 7 business days, but we will keep you informed of the timeline.
  • Feedback Use: We review all feedback regularly in team meetings to identify trends (e.g., frequent sizing issues with a specific product) and make improvements (e.g., updating sizing guides, adjusting product designs).

6. Limitations of Customer Service

While we strive to support you in every way possible, there are a few instances where we cannot provide assistance:

  • Third-Party Issues: Problems with third-party services not controlled by Stusuy, such as:
  • Delays caused by your bank or payment provider (e.g., slow refund processing on their end).
  • Customs fees or seized packages (per our Shipping Policy—these are your responsibility).
  • Issues with third-party websites linked from our Site (e.g., social media platforms).
  • Final Sale Items: We cannot assist with returns or refunds for final sale items (clearly marked on the product page), as they are excluded from our Refund Policy.
  • Unauthorized Account Activity: If you suspect someone else used your account without permission, we can help secure your account, but we are not liable for losses caused by unauthorized use (unless due to our negligence).

7. Changes to This Customer Service Policy

We may update this Customer Service Policy periodically to reflect changes in our support channels, response times, or service offerings. When we make updates:

  • We will revise the “Last Updated” date at the top of this page.
  • We will post the revised policy on the Site (accessible via the footer link “Customer Service Policy”).
  • For significant changes (e.g., adding a new support channel, adjusting response times), we may notify you via email (if you have an account) or a pop-up notification on the Site.

Your continued use of the Site or contact with our customer service team after the update date constitutes acceptance of the revised policy.

8. Contact Us for Support

If you need assistance, don’t hesitate to reach out via our preferred channels:

Our team is dedicated to making your Stusuy experience as smooth and enjoyable as possible—we’re here to help!