At Lanae Fashions, we are committed to providing excellent customer service and maintaining the highest standards of quality. However, we understand that issues may occasionally arise, and we want to ensure that any grievances or concerns you may have are addressed in a timely and fair manner. This Grievance Policy outlines the process for raising and resolving grievances related to our products, services, and customer interactions.

1. Scope of the Grievance Policy

This policy applies to all customers who have concerns or complaints regarding any of the following:

• Product quality or defects
• Shipping delays or issues
• Incorrect or missing items in orders
• Customer service or communication concerns
• Website or order-related issues
• Any other issue related to your shopping experience with Lanae Fashions

We value your feedback, as it helps us improve our services and ensure a better shopping experience for everyone.

2. How to File a Grievance

If you have a grievance or complaint, we encourage you to contact us directly through the following channels:

• Email: Send your grievance to grievances@lanae.shop with a detailed description of the issue, including your order number, the product in question, and any relevant photos or documentation.
• Contact Form: Alternatively, you can use the contact form on our website at https://lanae.shop/contact to submit your grievance. Please ensure that all details are clearly outlined.
• Phone: For urgent matters, you may call our customer support team at 1-800-555-0123 during business hours (Monday to Friday, 9:00 AM – 5:00 PM EST).

When submitting a grievance, please be sure to include the following information to help us resolve the issue efficiently:

• Your full name
• Order number
• A detailed description of the issue
• Any supporting documentation or images (e.g., photos of the product, screenshots, etc.)
• Your contact details (email or phone number)

3. Grievance Acknowledgment and Investigation

Once we receive your grievance, we will:

1. Acknowledge Receipt: We will send you an acknowledgment email within 24-48 hours to confirm that your grievance has been received and is under review.
2. Investigation: Our customer support team will investigate the matter thoroughly. This may involve reviewing your order, communicating with relevant departments, and gathering all necessary information to understand the issue.
3. Resolution: After completing our investigation, we will provide you with a response within 7-10 business days. This will include a detailed explanation of the steps we have taken to address the grievance and any actions we will take to resolve the issue.

4. Possible Outcomes and Resolution

Depending on the nature of your grievance, here are some possible outcomes:

• Product Quality Issues: If a product is found to be defective or damaged, we will arrange for a return, exchange, or refund as per our Return Policy.
• Shipping Issues: If there is an issue with shipping, such as delays or lost items, we will investigate the matter with the shipping carrier and offer a solution, including a possible reshipment or refund if applicable.
• Incorrect or Missing Items: If your order contains incorrect or missing items, we will promptly send the correct items or offer a refund.
• Customer Service Issues: If your grievance relates to customer service, we will review the interaction and work to resolve any misunderstandings. We are committed to improving our service and may offer additional training to our team if necessary.

In cases where a resolution cannot be reached, we will ensure that we provide you with clear reasoning and alternatives where possible.

5. Escalation of Grievance

If you are not satisfied with the resolution provided or feel that your grievance has not been addressed adequately, you have the right to escalate the matter:

• Escalation to Management: You can request to escalate your grievance to our management team by sending an email to management@lanae.shop. A senior team member will personally review your grievance and take necessary action.
• Third-Party Mediation: In the rare case that a grievance cannot be resolved between you and Lanae Fashions, we may recommend third-party mediation or arbitration to ensure a fair resolution.

6. Commitment to Fairness and Timeliness

At Lanae Fashions, we are committed to treating all grievances with fairness and respect. We will always strive to resolve issues in a manner that is transparent, efficient, and in the best interest of our customers.

We aim to handle all grievances promptly, and our customer support team is trained to resolve conflicts and complaints effectively. We value every customer’s opinion and take pride in continuously improving our products and services.

7. Contact Information

If you have any questions or require additional assistance regarding our Grievance Policy, please feel free to reach out to us:

• Email: grievances@lanae.shop
• Phone: 1-800-555-0123 (Monday to Friday, 9:00 AM – 5:00 PM EST)
• Contact Form: https://lanae.shop/contact

Thank you for being a part of the Lanae Fashions community. Your satisfaction is important to us, and we will do our best to resolve any issues you may encounter.