1. Service Mission

2. Service Scope

2.1 Pre-Purchase Support

• Product & Styling Guidance: Details on materials (e.g., "Is this bracelet 14k solid gold?"), waterproof properties (if applicable), and layering compatibility (e.g., "Will this 16-inch pendant necklace pair with my 18-inch chain?"). We also offer personalized styling tips for mixing pieces (e.g., "Stacking thin rings with a statement band").
• Sizing Assistance: Ring size conversion (US to EU/UK), necklace length recommendations (e.g., "14-inch for chokers, 16-inch for collarbone fit"), and bracelet fit guidance (e.g., "Add 0.5 inches to your wrist measurement for a comfortable stack").
• Order Preparation: Help with account creation, adding items to favorites, understanding promotional terms (e.g., "Does the discount apply to custom engraved charms?"), and stock checks for limited-edition layered sets.

2.2 During-Purchase Support

• Order Processing: Updates on order confirmation status, payment issue troubleshooting (e.g., "Why was my card declined?"), and shipping address modifications (within 24 hours of order placement, per our Shipping Policy).
• Fulfillment Clarifications: Explanations of our 1–3 business day processing time, 6–12 day global delivery window, and free shipping benefit (no minimum purchase required).
• In-Store Support: Assistance with in-store order placement, product trials (e.g., testing layering combinations), and pickup arrangements for online orders.

2.3 Post-Purchase Support

• Shipment & Tracking: Help with tracking updates, delayed packages (e.g., "My tracking shows no movement for 5 days"), and delivery notifications (sent by carriers when out for delivery).
• Returns & Refunds: Guidance on our 60-day return policy, Return Authorization (RA) request procedures, and refund processing timelines (5–10 business days after inspection).
• Quality & Defect Issues: Resolution for damaged items (e.g., "My necklace clasp broke"), incorrect products (e.g., "I received the wrong ring size"), or solid gold quality concerns (e.g., "Is this tarnishing normal?").
• Product Care: Tips for maintaining solid gold jewelry (e.g., avoiding harsh chemicals), cleaning instructions, and fixing minor issues (e.g., tangled layered chains).

3. Service Channels & Response Times

3.1 Primary Support Channels

• Email Support (Preferred): Email: service@gorjanasale.com Best for: Detailed inquiries (e.g., sizing with wrist measurements), defect claims (with photos), and return requests. Response Time: 1–2 business days. For urgent issues (e.g., missing wedding ring order), mark the subject line "URGENT" for priority handling (response within 24 hours).
• Physical Store Support: Address: gorjana Jewelry, 1813 Pike Street, Marietta Ohio 45750, United States Best for: In-person product trials, layering consultations, in-store returns, and immediate issue resolution (e.g., checking a defective clasp on-site). Service Hours: Consistent with store operating hours (posted on gorjanasale.com).

3.2 Self-Service Resources

• Help Center: FAQs covering layering guides, solid gold care, shipping timelines, return steps, and size charts.
• Order Tracker: Enter your order number and email to check real-time shipping status (updated after 1–3 business days of processing).
• Product Pages: Detailed care instructions and size guides for every item (e.g., "How to measure for a layered bracelet set").

4. Service Processes

4.1 General Inquiry Process

1. Submit your inquiry via email or in-store, including your name, order number (if applicable), and detailed question (e.g., "I need help pairing a pendant with my existing layered necklaces").
2. Our team assigns your inquiry to a specialist (e.g., a styling expert for layering questions, a quality expert for solid gold concerns).
3. You receive a personalized response with clear answers or next steps (e.g., "Here’s a styling guide for your pendant—we recommend pairing it with our 18-inch delicate chain").
4. Follow up with additional questions via reply email or in-store—we reference your original inquiry for context to avoid repeated details.

4.2 Defect or Damage Claim Process

1. Report the issue within 48 hours of delivery or in-store pickup (per our Shipping Policy) via email or in-store, including: order number, product name, defect description, and photos/videos of the item and packaging.
2. Our quality control team reviews the claim within 1 business day.
3. Approved claims: We offer a free replacement shipment or full refund (your choice). For online orders, we provide a pre-paid return label for the defective item; for in-store claims, we process returns immediately.
4. Denied claims: We send a detailed explanation (e.g., "The tarnishing is from exposure to chlorine, which is not a manufacturing defect") and offer alternative solutions (e.g., solid gold cleaning service recommendations).

4.3 Complaint Resolution Process

1. Submit your complaint via email or in-store, including specific details (e.g., "My refund was not processed within the stated 10 days").
2. A senior customer service representative acknowledges your complaint within 24 hours (email) or immediately (in-store).
3. We investigate the issue (e.g., checking refund processing records) and provide a resolution within 3 business days (e.g., "Your refund was delayed due to a system error—we’ve processed it and added a 10% store credit as an apology").
4. We follow up 5 business days later to confirm the resolution was satisfactory.

5. Service Commitments

• Professional Expertise: All team members complete training on solid gold properties, layering techniques, sizing, and our policies to provide accurate, tailored advice.
• Transparent Communication: We never provide misleading information—if we don’t have an answer, we’ll research it and follow up within 24 hours with a clear timeline.
• Privacy Protection: We handle your personal information (e.g., order details, measurements) in compliance with our Privacy Policy—never sharing it with third parties without consent.
• Feedback-Driven Improvement: We track all inquiries and complaints to identify trends (e.g., frequent sizing questions for a specific ring style) and update our resources or processes accordingly.
• Fairness: We resolve issues based on our policies but make reasonable exceptions for extenuating circumstances (e.g., a delayed gift due to carrier error).

6. Contact Us for Service Feedback

• Email: service@gorjanasale.com (Subject line: "Service Feedback")
• In-Store: Share feedback with any store associate, who will document it for our team.
• Website: Use the "Contact Form" in the Help Center to submit feedback.