Customer Service Policy | Betachic

Last Updated: August 22, 2025

At Betachic, we believe exceptional customer service is just as important as the quality of our Women’s Tops. Our team is dedicated to supporting you at every step of your shopping journey—from browsing our website (betachic.shop) to post-purchase care. This Customer Service Policy outlines how we assist you, how to reach us, and what you can expect from our support team. By shopping with us, you agree to the terms of this policy, as well as our Terms of Use, Privacy Policy, and other applicable policies.

1. Scope of Customer Service Support

Our customer service team is here to help with a wide range of inquiries and issues related to your Betachic experience. We provide support for:

Order-related questions: Tracking orders, updating shipping addresses (within 24 hours of order confirmation), checking order status, or canceling eligible orders.
Product inquiries: Sizing guidance (e.g., explaining our sizing charts), fabric details, care instructions for Women’s Tops, or availability of out-of-stock items.
Shipping and delivery: Helping with lost/missing packages, damaged shipments, or questions about our global free shipping policy (see our Shipping Policy for details).
Returns and refunds: Assisting with return authorization (RA) requests, explaining refund timelines, or resolving issues with refund processing (see our Refund Policy for details).
Account support: Helping with account creation, password resets, updating account information, or troubleshooting login issues.
General feedback: Listening to your suggestions, addressing concerns about our website or services, or sharing praise for your favorite Betachic pieces.

Note: For issues related to customs duties/taxes (international shipments) or third-party payment processors (e.g., PayPal), we can provide guidance but may direct you to local customs offices or payment providers for specific resolutions.

2. How to Contact Us

We offer a primary, reliable channel for customer service to ensure your inquiries are tracked and resolved efficiently:

2.1 Email Support (Preferred Method)

The best way to reach our team is via email—this allows us to gather all necessary details (e.g., order numbers, photos) to resolve your issue quickly.

Email Address: [email protected]
What to Include in Your Email: To speed up our response, please provide:
Your full name (as it appears on your order/account);
Order number (if applicable);
Clear description of your inquiry or issue (e.g., “Need help tracking order #12345” or “Request RA for defective blouse”);
Supporting materials (if needed): Photos of damaged items, screenshots of error messages, or shipping labels.

2.2 Other Support Channels (Future Updates)

Currently, we focus on email support to ensure consistent, high-quality assistance. We may add additional channels (e.g., live chat, phone support) in the future—any updates will be posted here and on our website’s “Contact Us” page.

3. Response Timeframes

We understand that timely support matters, so we commit to the following response timelines:

Standard Inquiries: For non-urgent questions (e.g., sizing, product availability), we will respond within 2–3 business days.
Urgent Issues: For time-sensitive matters (e.g., order cancellations within 24 hours, missing packages beyond delivery windows), we prioritize responses and aim to get back to you within 1 business day.
Peak Periods: During busy times (e.g., holiday sales, new collection launches), response times may extend to 3–4 business days. We will post updates on our website’s homepage if delays are expected.

Note: Business days exclude weekends (Saturday and Sunday) and major holidays (e.g., Christmas, New Year’s Day, Thanksgiving).

4. Step-by-Step Support Process

To ensure a smooth resolution for your inquiry, we follow a structured process:

Step 1: Receive and Log Your Inquiry

When you email [email protected], our team logs your request in our customer service system, assigning a unique reference number (if needed) to track progress. You will receive an automated confirmation email to let you know we’ve received your message.

Step 2: Review and Gather Information

Our support specialists review your inquiry, verify details (e.g., order status, account information), and gather any additional information needed (e.g., photos of a defective item). If we need more details from you, we will specify exactly what’s required to avoid delays.

Step 3: Resolve or Escalate

For straightforward issues (e.g., sending a tracking link, answering sizing questions), we resolve the inquiry and send a final response with clear next steps (if any).
For complex issues (e.g., lost packages requiring carrier investigations, refund disputes), we escalate to the appropriate team (e.g., shipping partners, finance) and provide regular updates (every 2–3 days) until the issue is resolved.

Step 4: Follow-Up

After resolving your issue, we may send a short follow-up email to ensure you’re satisfied with the outcome. Your feedback helps us improve our customer service for future interactions.

5. Support for International Customers

We serve customers worldwide, and our customer service team is equipped to assist international shoppers with:

Navigating global shipping (including customs documentation guidance);
Converting sizing or product details for regional preferences;
Resolving cross-border delivery issues (e.g., delayed customs clearance).

All support communications are in English, but we can provide simple translations for key information (e.g., return instructions) upon request.

6. Feedback and Complaints

We value your feedback—whether positive or constructive. If you’re unsatisfied with our customer service or your Betachic experience, please let us know via [email protected] with the subject line “Feedback/Complaint.” We will:

Acknowledge your feedback within 1 business day;
Investigate the issue thoroughly (including reviewing any relevant communication or order details);
Provide a resolution or explanation within 3–4 business days;
Document your feedback to improve our processes (e.g., updating sizing charts, refining response times).

7. Limitations of Support

While we strive to assist with all reasonable inquiries, our customer service team cannot:

Waive local customs duties/taxes (these are regulated by your country’s government—see our Shipping Policy);
Guarantee address changes after an order has shipped (we can only attempt to reroute if the carrier allows, but this is not guaranteed);
Process refunds for items returned outside the 60-day window or in non-eligible condition (see our Refund Policy);
Provide support for third-party services (e.g., issues with your credit card issuer, PayPal account, or local delivery partners beyond our control).

8. Changes to This Customer Service Policy

We may update this Customer Service Policy to reflect improvements to our support processes, new channels, or changes in customer needs. When we make updates, we will:

Revise the “Last Updated” date at the top of this page;
Post the new policy on our website (betachic.shop) in the “Legal” or “Customer Support” section;
Notify users with active accounts via email if the changes significantly impact how we provide support.

Your continued use of our website or reliance on our customer service constitutes acceptance of the updated policy.

9. Contact Us

For any support needs, questions about this policy, or feedback, please reach out to:

Email: [email protected]

Website: betachic.shop

Our team is available Monday–Friday, 9:00 AM–5:00 PM (EST), and is committed to making your Betachic experience as smooth and enjoyable as possible.

— The Betachic Team