Segern, LLC ("Segern". "We", "Us") believe shopping should be a delightful experience.
We want you to have a delightful shopping experience with Segern, so we've outlined some helpful information to help with that.
Really? Wait, what does that really mean?
Well in short, this means from the moment you land in our shop, through checkout, in to fulfillment, on to shipping, and to the moment you receive your order. We want it to be a simple and enjoyable experience for everyone.
Okay, that sounds good. Umm, what if I have a few questions about shopping at your store?
If you have questions, we're here to answer them to the best of our ability and help you in any way.
Awesome, because I have a few.
Cool, let's hear them.
Shipping + Delivery
So, when will I get my order?
Typically, it takes 3–7 days to fulfill an order, after which it’s shipped out. The shipping time depends on your location, but can be estimated as follows:
- USA: 3–4 business days
- Europe: 6–8 business days
- Australia: 2–14 business days
- Japan: 4–8 business days
- International: 10–20 business days
Okay, does the whole COVID-19 situation impact when I get my order at all?
Our fulfillment times for all products may be longer than usual and may continue to increase until things get back to normal. We're seeing delays in our supply chain, including distributors and shipping carriers as the entire industry is grappling with challenges.
That makes sense. So where will my order ship from?
We work with a fulfillment partner with facility locations worldwide.
Wow, that's pretty cool. Oh, how about customs, will I be charged for that?
Unfortunately, an additional customs and tax fee can occur on international orders. This fee is not in our control and is assessed by your local customs office. Customs policies vary widely for every country so please check with your local customs office directly to see if they apply duties and taxes to your purchases.
That seems fair. Ooo, okay let's say my order should have arrived by now, but I still haven't received it. What should I do then?
This is something we dislike too and have figured out some pro tips. So, here's what we suggest. Before getting in touch with us, please help us out by doing the following:
- Check your shipping confirmation email for any mistakes in the delivery address.
- Ask your local post office if they have your package.
- Stop by your neighbors in case the courier left the package with them.
If the shipping address was correct, and the package wasn't left at the post office or at your neighbors, get in touch with us at firstname.lastname@example.org within 10 business days of the original delivery date. Be sure to include the subject line Missing Order and be sure to include your order number. In this case we may issue a refund and you can repurchase your order if desired.
We are not responsible for lost or stolen packages that have a confirmed delivery status, regardless of if the address is correct. In addition, if the package has been lost, stolen, or undelivered due to a mistake in your shipping address, there is nothing we can do in this matter either. We cannot be held liable for any packages that are lost in transit, undeliverable, or delivered incorrectly due to incorrect shipping information or circumstances out of our control. Any mistake in shipping information will render your order ineligible for refunds, reimbursement, or replacement of any kind.
Keep in mind that this decision it is at our sole discretion and is evaluated on a case-by-case basis. We are in no way obligated to issue any refund, reimbursement, or replacements of any kind.
Hmm, you all are smart. I never thought to ask a neighbor, thanks for the tip.
Haha, yeah it's a thing, and you're welcome.
Orders + Tracking
You have some nice products, how are they made?
We do our best to produce and source our product in a responsible and eco conscious way. Working with a fulfillment partner that has facility locations worldwide. So, depending on where you are, orders are fulfilled and shipped from the facility that can do it most efficiently.
I like that a lot. So, since you can ship from all over, how can I track my order?
Good question. You’ll receive a tracking link via email when your order ships out. If you have any questions about your tracking or shipment, drop us a line at email@example.com with the subject line Order Shipping and be sure to include your order number.
Phew, you are really on it. Okay, let's say I received a wrong or damaged product, what should I do?
We’re so sorry if this happens and the product you ordered arrived in any way other than what you expected. To help us resolve this for you quickly, you should email us at firstname.lastname@example.org with the subject line Order Issues within 10 business days of receiving your order. Be sure to include images of the product issues or damages, your order number, and any other details you may have about your order. We will get back to you with a resolution as soon as possible.
You know that felt really sincere, I think I like you already.
Aww shucks, you're going to makes us blush.
Returns + Refunds
I have a few more questions, if that's okay.
Of course, what's on your mind?
I was wondering what is your policy on returns?
So, we currently don't offer returns or exchanges, but if there’s something wrong with your order, please let us know by contacting us at email@example.com and we can see if there is anything we can do.
Okay, that's reasonable enough, I suppose. So, do you offer refunds at all?
Yes we do, but refunds are only offered to customers that receive the wrong items or damaged items. If any of these apply to your order, please contact us at firstname.lastname@example.org with the subject line Order Refund including images of wrong or damaged items and we’ll sort that out for you.
This has been a delightful conversation. I appreciate the honesty. Last question for now. Can I exchange an item for a different one, like in size or color?
Unfortunately, at this time, we don't offer exchanges. When it comes to sizing, if you’re unsure which size would fit better, check out our sizing info and charts — we have one for most items listed on our store, in the product details. Also, though rare, it's possible that an item you ordered was mislabelled. If that’s the case, please let us know at email@example.com with the subject line Mislabeled within 10 business days of receiving your order. Include your order number and images of the mislabeled item, and we will send you a new one, or issue you a refund.
That's nice to know thanks. That's all for now can't wait to grab some goodies.
You are welcome and we love to hear that. Don't forget to tell a friend. Oh, and feel free to reach out anytime with questions.
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