Customer Service Policy

1. Policy Overview

The Customer Service Policy of delonghiussale.com is formulated to standardize all customer service work of the platform, clarify the service scope, service channels, service standards, response time, problem handling process and user rights protection rules, and ensure that every user who browses the website, places orders and consumes on delonghiussale.com can obtain professional, efficient, polite and comprehensive customer service support. This policy covers all pre-sales consultation, in-sales assistance, after-sales service, order problem handling, return and refund consultation, logistics inquiry, complaint suggestions, wholesale cooperation, brand press communication and other service contents of the platform.

All customer service staff of delonghiussale.com must abide by the provisions of this policy and provide standardized services to users in accordance with unified service standards. All users who use the services of delonghiussale.com have the right to enjoy the customer service stipulated in this policy, and also need to abide by the network communication norms and maintain a polite communication atmosphere. This policy is applicable to all users of delonghiussale.com without distinction of region, order amount and user type. The platform will optimize the customer service process and enrich service content according to user feedback, and update this policy in a timely manner.

2. Customer Service Channels & Dedicated Mailboxes

delonghiussale.com takes email as the core official customer service communication channel, and sets up multiple dedicated classified mailboxes for different service scenarios to realize professional docking of different businesses and improve the accuracy and efficiency of service. All official service mailboxes are permanently open, and we recommend users to select the corresponding mailbox to send messages according to the content of the consultation, so as to get targeted replies faster.

Daily Customer Service Mailbox: support@delonghiussale.com. This is the most commonly used service mailbox, which is responsible for all daily user consultations, including product parameter consultation, product model selection, order placement guidance, order status inquiry, logistics tracking inquiry, return and refund process consultation, after-sales problem feedback, service complaint and suggestion submission, etc. All problems related to shopping experience and order after-sales can be sent to this mailbox.
Press & Brand Cooperation Mailbox: press@delonghiussale.com. This mailbox is specially used for brand publicity, media interview, brand joint cooperation, official document delivery and other press and brand related businesses. Media practitioners, brand cooperative institutions and public relations personnel can contact us through this mailbox.
Wholesale & Bulk Order Mailbox: wholesale@delonghiussale.com. It is specially responsible for wholesale business, bulk order consultation, distributor cooperation, large-quantity customized order negotiation, wholesale price inquiry, wholesale order process guidance and other bulk cooperation businesses. Physical stores, online distributors, purchasing agents and group purchasing users can use this mailbox for docking.

In addition to email consultation, users can also check the common problem guidelines, policy documents (Shipping Policy, Refund Policy, Privacy Policy, etc.) and operation tutorials published on the delonghiussale.com website to solve conventional problems by themselves. Our customer service team does not provide temporary voice call and real-time chat services for the time being, and all formal service communication is based on email records to ensure that the communication content can be traced and the problem handling is standardized.

3. Service Time & Response Standard

The customer service team of delonghiussale.com implements a full-cycle email checking mechanism. We divide the service response into conventional working days and non-working days, and formulate unified response time standards to ensure that user messages will not be delayed for a long time.

On normal working days (excluding weekends and official holidays), our customer service staff will check all service mailboxes every working hour. For general consultation messages such as product consultation, order inquiry and process guidance, we promise to send a formal reply to the user within 24 hours after receiving the email. For complex problems involving order exceptions, logistics abnormalities, return and refund disputes, wholesale scheme negotiation, etc., which need to be verified and coordinated with multiple departments, we will first send a receiving notice to the user within 24 hours, inform the user that the problem is being processed, and give a detailed processing result and solution within 1 to 3 working days.

On weekends and official holidays, we will arrange on-duty staff to regularly check the mailboxes. For emergency problems such as goods loss, wrong delivery and failed refund, we will reply and handle them as soon as possible; for conventional consultation problems, we will uniformly reply and handle them after the resumption of work on working days. All reply contents of customer service must be standardized, clear, polite and targeted, and answer the user's questions item by item. It is forbidden to reply perfunctorily, use rude language or avoid user's legitimate questions.

4. Pre-Sales Service Content & Standards

Pre-sales service refers to all consulting services provided before users place orders on delonghiussale.com, aiming to help users fully understand products, platform rules and shopping processes, and make correct purchase choices. The pre-sales service scope includes: introduction of De'Longhi espresso machines, coffee makers and various home appliance product parameters, functional characteristics, model differences, usage methods, product size and matching accessories; interpretation of platform rules such as full-site free shipping, 60-day free return, 5-10 days refund cycle, unified USD settlement; guidance on account registration, login, product selection, order filling, payment operation and other shopping processes; answers to common questions about delivery cycle, logistics mode and return rules.

Our pre-sales customer service staff have received professional product training, and are familiar with all product lines and platform service rules of delonghiussale.com. When answering users' questions, we will objectively introduce product advantages and characteristics, and will not carry out false publicity, exaggerated description or misleading guidance. For users with unclear product selection demands, we will recommend suitable products according to the user's usage scenarios, budget and functional needs, to help users select the most satisfactory goods. We support users to consult multiple times before placing an order, and will patiently answer every round of questions.

5. In-Sales Service Content & Standards

In-sales service is the service assistance provided by users during the order submission, payment and order processing stage. The main service contents include: handling order information modification applications (such as consignee information, delivery address modification before goods shipment); solving payment failure, payment page error, order repeated submission and other abnormal payment problems; querying the real-time progress of order processing (1-3 working days processing cycle); reminding users of order matters needing attention; assisting users to confirm order product information, quantity and amount.

For valid modification applications submitted by users before the goods are shipped, our customer service will complete the information modification within 1 working day and feed back the modified result to the user in a timely manner. For payment abnormal problems, we will sort out the possible causes and corresponding solutions one by one, guide users to complete the payment operation normally. Once the order enters the shipment link, we will remind users that the address and information cannot be modified at will, and explain the follow-up logistics rules. During the in-sales stage, we keep the order information transparent, and take the initiative to inform users of key nodes such as order processing completion and goods shipment.

6. After-Sales Service Content & Standards

After-sales service is the core part of our customer service, covering all service needs after users receive the goods, including logistics after-sales, product after-sales, return and refund after-sales, and complaint handling.

6.1 Logistics After-Sales Service

Responsible for handling logistics problems such as goods delay in delivery, logistics tracking interruption, goods loss, goods damage during transportation, wrong delivery and missed delivery. After receiving the user's feedback, we will immediately contact the cooperative logistics provider to verify the logistics situation, sort out the accident cause, and formulate solutions such as re-delivery, full refund or compensation according to the logistics verification result, and follow up the implementation of the solution until the problem is completely resolved.

6.2 Product After-Sales Service

Answer users' questions about product use, operation tutorials, daily maintenance, fault judgment and other content of De'Longhi espresso machines and home appliances. For products with quality problems within the 60-day return period, guide users to complete the free return process in accordance with the Refund Policy; for products that exceed the return period but have quality faults within the brand warranty period, assist users to understand the brand's official after-sales maintenance channels and warranty rules.

6.3 Return & Refund After-Sales Service

Guide users to initiate return applications, check the progress of return review, confirm the receipt status of returned goods, inquire about the refund progress (5-10 working days refund cycle), and solve various abnormal problems in the return and refund link. Strictly implement the 60-day free return and free return shipping rules to protect users' after-sales rights and interests.

7. Wholesale & Cooperative Customer Service

For users who engage in wholesale, bulk order and long-term distribution cooperation through wholesale@delonghiussale.com, we provide exclusive one-to-one cooperative customer service. The service content includes: inquiry of wholesale price system, explanation of bulk order discount rules, formulation of large-quantity order schemes, guidance of wholesale order process, confirmation of bulk goods delivery cycle, follow-up of wholesale order logistics and after-sales docking of bulk products. Our wholesale customer service team has professional cooperative negotiation capabilities, and will provide transparent wholesale terms and stable supply guarantees for cooperative customers. For long-term cooperative distributors, we can provide regular product update information and preferential activity notifications.

8. Complaint Handling & Suggestion Feedback

delonghiussale.com welcomes all users to put forward valuable opinions, suggestions and service complaints about our products, logistics, after-sales and website operation. Users can send complaints and suggestions to support@delonghiussale.com, and we will set up a special complaint handling team to be responsible for sorting out and dealing with all complaint content.

For user complaints, we will first record the complaint information in detail, verify the whole process of the problem, listen to the user's demands, and solve the problem in a fair and reasonable manner within the specified time. After the problem is solved, we will conduct a return visit to the user to confirm the satisfaction of the processing result. For reasonable optimization suggestions put forward by users, our operation team will evaluate and discuss them, and optimize the platform services and website functions combined with the suggestions. We will not retaliate against users who put forward complaints and suggestions, and regard user feedback as an important driving force for service improvement.

9. User Code of Conduct

When using our customer service channels to communicate, users need to abide by basic network morality and communication norms: it is forbidden to send malicious harassment information, abusive words, illegal speech and spam content to each service mailbox; it is forbidden to repeatedly send the same irrelevant information to occupy service resources; it is forbidden to fabricate false facts to maliciously complain and defame the platform and customer service staff. For users who violate the code of conduct, we have the right to suspend the service reply, and retain the right to pursue the legal responsibility of the violator if the circumstances are serious.

10. Supplementary Explanation

This Customer Service Policy is officially formulated and released by delonghiussale.com, and all customer service work of the platform shall be implemented in accordance with this policy. If you have any questions about the service channels, response time and service scope in this policy, please contact our customer service via email. delonghiussale.com adheres to the service concept of "user first, service with sincerity", and is committed to creating a warm, efficient and reassuring service environment for every user. The final interpretation right of this Customer Service Policy belongs to delonghiussale.com.