Support Policy

Effective Date: 29/06/2024

At TrendyBay, we are committed to providing exceptional customer support to ensure a seamless shopping experience. Our Support Policy outlines the various ways we assist our customers and the procedures for getting help.

1. Contacting Support

For any inquiries or assistance, you can reach our customer support team via:

  • Email: care@trendybay.co.nz
  • Response Time: We strive to respond to all inquiries within [1-2] business days. Please allow additional time during peak periods or holidays.

2. Support Services

Our customer support team is available to assist with the following:

  • Order Assistance: Help with order status, modifications, and cancellations.
  • Product Information: Queries regarding product details, availability, and specifications.
  • Shipping and Delivery: Issues related to shipping, tracking, and delivery delays.
  • Returns and Refunds: Guidance on return procedures, refund requests, and exchange options.
  • Technical Support: Assistance with website navigation, account issues, and payment processing.

3. Response Times

  • Email Support: We aim to respond to email inquiries within [1-2] business days. During high-volume periods, responses may take longer.
  • Order Issues: For urgent issues related to orders, such as missing items or damaged products, please contact us as soon as possible to expedite resolution.

4. Support Hours

Our customer support team is available during the following hours:

  • Business Hours: [Monday to Friday, 9:00 AM to 5:00 PM NZST/AEST]
  • Exclusions: Support is not available on weekends and public holidays. Inquiries received outside of business hours will be addressed on the next business day.

5. Self-Service Options

For your convenience, we offer self-service options on our website, including:

  • FAQ Section: [Link to FAQ page] Answers to commonly asked questions about products, orders, and policies.
  • Order Tracking: [Link to order tracking page] Track the status of your orders and view shipping updates.
  • Returns and Exchanges: [Link to Return Policy] Detailed information on how to return or exchange items.

6. Support Limitations

While we strive to provide comprehensive support, there are certain limitations:

  • Third-Party Issues: We cannot assist with issues related to third-party websites, services, or products not purchased from TrendyBay.
  • Product Warranty: For warranty issues, please contact the product manufacturer directly.

7. Feedback and Complaints

We welcome your feedback and strive to improve our services continually. If you have any concerns or complaints about our support, please let us know by contacting us at care@trendybay.co.nz. We take all feedback seriously and will work to address any issues promptly.

8. Changes to Support Policy

We reserve the right to update or modify this Support Policy at any time without prior notice. Any changes will be posted on this page with an updated effective date.

9. Contact Us

For any questions or support requests, please contact us at:

Email: care@trendybay.co.nz