Customer support Policy

At Wisteria Road, customer satisfaction is at the heart of everything we do. We strive to provide prompt, friendly, and efficient support to ensure your shopping experience is seamless and enjoyable. This Customer Support Policy outlines how we assist with inquiries, concerns, and feedback.

1. Contacting Customer Support

You can reach our customer support team through the following channels:

  • Email: Send us a message at info@wisteriaroad.com, and we’ll get back to you as soon as possible.

  • Social Media: Direct message us on Instagram.

  • Response Time: We aim to respond within 24 hours on business days (Monday–Friday, excluding public holidays).

2. Hours of Operation

Our customer support team is available during the following hours:

  • Monday–Friday: 9:00 AM – 6:00 PM (AWST)

  • Saturday: 10:00 AM – 2:00 PM (AWST)

  • Sunday and Public Holidays: Closed

Inquiries received outside these hours will be addressed on the next business day.

3. Types of Support Provided

General Inquiries

We are happy to assist with questions about:

  • Product details, availability, and customization options.

  • Order placement and payment methods.

  • Market events and where to find us.

Order Assistance

We can help with:

  • Tracking your order.

  • Modifying or cancelling orders within 24 hours of placement.

  • Resolving issues with delivery delays or incorrect shipments.

Returns & Exchanges

  • Guidance on initiating returns or exchanges (refer to our Return Policy for details).

  • Assistance with damaged or defective items.

Customization Requests

  • Support with placing custom orders, including design discussions and pricing.

Technical Support

  • Help with navigating our website, resolving checkout issues, or retrieving order confirmation emails.

4. Response Times

We strive to respond promptly to all inquiries. Typical response times are:

  • Email: Within 24 hours on business days.

  • Instagram Messages: Within 24–48 hours, depending on the volume of messages received.

For urgent issues, such as incorrect orders or damaged items, please include "URGENT" in the subject line of your email for faster prioritization.

5. Problem Resolution Process

Step 1: Identify the Issue

Provide as much information as possible when contacting us, including:

  • Your order number.

  • A detailed description of the issue.

  • Photos (if applicable, e.g., damaged items).

Step 2: Investigation

Our team will investigate the issue and may contact you for additional details if required.

Step 3: Resolution

We aim to resolve all issues within the following timeframes:

  • Simple Queries: Resolved within 24 hours.

  • Shipping or Returns: Resolved within 3–5 business days, depending on the complexity of the issue.

  • Custom Orders: Modifications or adjustments may take 5–10 business days.

6. Customer Feedback and Suggestions

We value your feedback and are always looking to improve our products and services. If you have suggestions, compliments, or concerns, you can:

  • Email us at info@wisteriaroad.com.

  • Complete our feedback form (available on our website).

  • Participate in customer surveys when invited.

7. Complaint Handling

If you are not satisfied with the resolution provided, you can escalate your concern:

  • Email our support team with the subject line "COMPLAINT."

  • Your complaint will be reviewed by a senior team member, and we will respond within 3 business days.

8. Limitations of Support

While we aim to provide comprehensive assistance, there are certain limitations:

  • Third-Party Purchases: We cannot assist with items purchased from unauthorized sellers or third-party platforms.

  • Customization Requests: We may not be able to accommodate all customization ideas due to material or design limitations.

  • Shipping Delays: We are not liable for delays caused by third-party carriers but will work with you to resolve the issue.

9. Privacy and Security

Your personal information is handled in accordance with our Privacy Policy. Any details shared during customer support interactions are kept confidential and used solely for resolving your inquiry.

10. Additional Support Resources

For quick answers to common questions, please visit:

11. Commitment to Excellence

At Wisteria Road, we are dedicated to ensuring every interaction with our team leaves you feeling valued and supported. If for any reason we fall short, we welcome your feedback so we can continue to improve.

12. Contact Us

For assistance, contact us at:

Thank you for choosing Wisteria Road. We’re here to make your experience magical and stress-free!