Customer Support Policy

At FelicityRoot Fragrances LLP, we are committed to providing reliable and responsive customer support. This Support Policy explains how customers can contact us and how we handle inquiries related to orders, products, and services purchased through our website.

1. Customer Support Channels

Customers can reach our support team through the following methods:

• Email Support: customercarefelicityroot@gmail.com
• Or raise a ticket/query from our website: www.felicityroot.com

2. Support Hours

Customer support requests are reviewed during our business hours.

Support Hours:

• Monday – Saturday
• 10:00 AM – 6:00 PM (IST)

Requests received outside these hours may be addressed on the next business day.

3. Types of Support We Provide

Our customer support team can assist with:

• Order status and tracking information
• Product information and fragrance details
• Shipping inquiries
• Refund and return requests (as per our Return Policy)
• Account-related assistance
• General inquiries about FelicityRoot products

4. Response Time

We strive to respond to customer inquiries within:

• 24 to 48 business hours

Response times may vary during:

• Sales periods
• New product launches
• High order volumes

We appreciate your patience during such times.

5. Order Related Support

For inquiries regarding orders, customers should include:

• Order number
• Registered email address
• Brief description of the issue

Providing these details helps us resolve issues faster.

6. Damaged or Incorrect Orders

If you receive a product that is damaged or incorrect, please contact our support team within 48 hours of delivery.

Customers may be asked to provide:

• Photos or videos of the product
• Images of the packaging

This helps us verify the issue and provide an appropriate resolution.

7. Fragrance Expectations

Fragrance perception and longevity may vary depending on factors such as skin chemistry, climate, and application method.

Our support team will be happy to provide usage guidance, but scent performance differences are generally not considered product defects.

8. Respectful Communication

We strive to maintain a respectful and professional environment. FelicityRoot reserves the right to limit or refuse support in cases involving:

• Abusive language
• Harassment
• Fraudulent claims
• Repeated misuse of support channels

9. Policy Updates

FelicityRoot may update this Support Policy from time to time to reflect operational changes or improvements to our customer service process. The updated version will always be available on our website.

10. Contact Information

For support inquiries, please contact:

FelicityRoot Fragrances LLP

Email: customercarefelicityroot@gmail.com

Website: www.felicityroot.com