Youncla Customer Service Policy

At Youncla, we believe exceptional customer service is just as important as the quality of our fitness apparel. Our team is dedicated to supporting you at every step of your shopping journey—whether you have questions about sizing, need help tracking an order, or want to resolve an issue with a purchase. This Customer Service Policy outlines how you can reach us, the types of support we offer, and our commitment to addressing your needs promptly and fairly.

By interacting with our customer service team, you agree to engage in respectful, honest communication, and we commit to treating you with the same care and professionalism in return.

1. How to Contact Us

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

1.1 Email Support (Primary Channel)

Our main customer service channel is email, where you can reach our team for all types of requests. Send your message to:

[email protected]

When contacting us via email, please include the following information to help us assist you faster:

  • Your full name (and the name associated with your Youncla account, if applicable)
  • Your order number (for order-related inquiries, e.g., tracking, returns, defects)
  • A clear, detailed description of your request or issue (e.g., “I received the wrong size leggings—order #YL20240512—and need to exchange for a medium”)
  • Relevant attachments (if needed): Photos/videos of defective products, screenshots of order confirmations, or tracking updates

1.2 Response Time

We prioritize timely communication and aim to respond to all email inquiries within:

  • 1-2 business days for general questions (e.g., sizing, product availability, policy clarifications)
  • 24 hours for urgent issues (e.g., lost packages, damaged orders, incorrect shipments)

Please note: Response times may be extended by 1-2 days during peak periods (e.g., Black Friday, holiday sales, post-purchase return seasons) due to higher inquiry volume. We will always acknowledge your email within 48 hours to confirm we’ve received it, even if a full resolution takes additional time.

2. What We Can Help You With

Our customer service team is trained to assist with a wide range of needs related to your Youncla experience. Below are the key areas we support:

2.1 Pre-Purchase Support

  • Product Information: Details about fabric, fit, sizing (e.g., “Does the High-Waist Legging run small?”), care instructions, and color availability.
  • Order Planning: Help with selecting products, understanding shipping timelines (see our Shipping Policy), or confirming if we ship to your location (see Section 6 of our Shipping Policy for excluded regions).
  • Account Assistance: Guidance on creating a Youncla account, resetting passwords, or updating account information (e.g., email address, saved shipping addresses).

2.2 Post-Purchase Support

  • Order Tracking: Helping you locate your package, interpret tracking updates, or resolve issues with delayed shipments (e.g., “My tracking hasn’t updated in 5 days—what should I do?”).
  • Returns & Refunds: Walking you through the return process (see our Refund Policy), issuing Return Merchandise Authorization (RMA) numbers, and updating you on refund status (e.g., “When will I receive my refund for order #YL20240420?”).
  • Defective/Damaged Products: Assisting with claims for products that arrive defective, damaged, or not as described (e.g., wrong size, missing parts) and arranging replacements or full refunds.
  • Order Changes/Cancellations: Helping you modify an order (e.g., update shipping address) or cancel it—provided the order hasn’t been processed or shipped (see Section 5 of our Terms of Purchase for details).

2.3 General Inquiries & Feedback

  • Policy Clarifications: Answering questions about our Shipping Policy, Refund Policy, Terms of Use, or Privacy Policy.
  • Feedback & Suggestions: Listening to your thoughts on our products (e.g., “I love the fabric of the Performance Tee—can you make it in more colors?”) or customer service experience to help us improve.
  • Newsletter/Marketing Preferences: Helping you opt in or out of our newsletter, promotional emails, or SMS updates (if applicable).

3. What to Expect From Our Resolution Process

When you reach out with an issue, we follow a structured process to ensure fair, efficient resolutions:

  1. Acknowledgment: We’ll send a confirmation email within 48 hours to let you know we’ve received your inquiry and are reviewing it.
  2. Investigation: For issues requiring additional information (e.g., lost packages, defective products), we may ask for more details (e.g., photos of damage) or coordinate with our shipping carriers/warehouse team. This step typically takes 1-3 business days.
  3. Resolution Proposal: We’ll present a clear solution based on our policies (e.g., “We’ll send a replacement pair of leggings at no cost” or “Your refund will be processed within 5-10 business days”).
  4. Follow-Up: After resolving your issue, we may send a brief follow-up email to confirm you’re satisfied (e.g., “Did your replacement order arrive safely?”). If the resolution takes longer than expected (e.g., carrier investigations for lost packages), we’ll update you every 3-5 days until the issue is resolved.

4. Limitations of Our Service

While we strive to support you in every way possible, there are a few scenarios where our assistance may be limited:

  • Orders From Third-Party Retailers: If you purchased Youncla products from a third-party seller (e.g., Amazon, local boutiques), you’ll need to contact that retailer directly for returns, refunds, or support—we cannot assist with orders not placed through our official website.
  • Unauthorized Returns: We cannot process returns or refunds for products sent to us without a valid RMA number (see our Refund Policy) or products that do not meet return eligibility requirements (e.g., used, washed, missing tags).
  • Customs-Related Issues for International Orders: While we can help explain customs processes, we are not responsible for customs delays, import duties, or taxes (these are determined by your country’s regulations). For questions about duties/taxes, we recommend contacting your local customs authority.
  • Issues Outside Our Control: Delays or issues caused by events beyond our scope (e.g., natural disasters, carrier strikes, government-mandated shipping restrictions) will be addressed as soon as possible, but resolution timelines may be extended.

5. Our Commitment to You

At Youncla, we stand by the following promises to ensure a positive customer service experience:

  • Transparency: We will always be clear about what we can and cannot resolve, and we’ll never make promises we can’t keep (e.g., “I can’t guarantee your refund will arrive tomorrow, but I can confirm it was processed today—you should see it within 5-10 days”).
  • Respect: Our team will treat you with patience and professionalism, even if you’re frustrated. We understand issues can be stressful, and we’ll work to de-escalate and find a solution.
  • Accountability: If we make a mistake (e.g., sending the wrong product, missing your email), we’ll take responsibility and make it right—whether that means offering a discount on your next order, expediting a replacement, or apologizing for the error.

6. Updates to This Policy

We may update this Customer Service Policy from time to time to reflect changes in our support processes (e.g., adding a new contact channel, adjusting response times). Any updates will be posted on this page with the effective date at the top. Your continued use of our website or engagement with our customer service team after changes are made constitutes your acceptance of the updated policy.

If you have any questions about this Customer Service Policy, or if you need assistance with anything not covered here, please reach out to us at [email protected]—we’re here to help.