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Store Policy

Customer Care

Last Updated: January 5, 2024

 

This Customer Service Policy formalizes our commitment to providing the best possible service to our customers.
The aims of our Customer Service Policy are to:

  • make transactions easier for customers and clients

  • provide customers and clients with a consistent level of customer care

  • provide clarity around complaints and dispute resolution processes

  • help achieve the vision, goal, and mission of our organization.
     

We prioritize the effective service of customers and the respectful handling of customer complaints and commit to the following principles and practices in customer service.

 

Friendly, professional customer interactions

 

We will:

  • Speak respectfully to customers at all times

  • Listen carefully and allow customers time to explain the circumstances fully

  • Convey a sound knowledge of the business, including its goods, services, and guidelines

  • Respect customer privacy and confidentiality

 

Accurate and consistent information about goods and services

 

We take active measures to ensure that we:

 

  • Always communicate factually, honestly and accurately to customers, whether in writing, verbally or face-to-face

  • Keep publicly available information about goods and services updated

  • Provide a clear explanation of our dispute resolution process.

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Prompt and efficient services

 

So that we can improve our approach to customer service we:

  •  Strive to address customer inquiries within a reasonable timeframe, whether in writing, verbally or face to face

  • Regularly review customer service performance

 

Service Standards

 

The following service standards apply when communicating with customers:

 

 

Email, WhatsApp & Instagram Direct Messages

 

  • Respond to customer emails, WhatsApp, and Instagram direct messages within 24 hours of receiving them. Use Plain English when replying to customers.

 

 

Face-to-face

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  • Communicate in a friendly, open way.

  • Listen to what the customer has to say before responding. Do not interrupt the customer.

  • Respond to customer inquiries and complaints in a respectful way.

 

Website

 

  • Ensure that the information contained on the website is updated and accurate

  • Ensure that contact information is updated

  • Answer customer inquiries within 24 hours.

  • When collecting information via our website, ensure that our Privacy policy is easily accessible and available on our website.

 

 Complaints Handling

 

We acknowledge that the resolution of customer complaints is a key component of effective customer service.

 

Complaints handling process

 

We have the following procedures in place for handling complaints.

  

  • Listen respectfully to the customer fairly and impartially.
    If the complaint is received in writing, acknowledge the complaint within a 24- to 48-hour period.

  • Ensure our name and contact details are visible and accessible throughout our website and social media channels.

  • Record the customer complaint in writing, obtaining all relevant details. The organisation will not usually action anonymous complaints.

  • Attempt to resolve customer complaints and advise the customer of the outcome and explain the decisions clearly.
     

We will fix errors willingly.
 

We acknowledge that staff members have the right to be protected from unreasonable and abusive customers.
 

Privacy & Safety

Last Updated : January 5, 2024

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We are dedicated and geared towards the safe keeping of our website visitors and users privacy; this policy sets out how we will treat your personal information.

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  1. What information do we collect?

 

  1. We may collect, store, and use the following kinds of personal data:

  2. Information about your computer and your visits to and use of this website including your IP address, geographical location, browser type, referral source, length of visit and number of page views;

  3. Information relating to any transactions carried out between you and us on or in relation to this website, including information relating to any purchases you make of our goods;

  4. Information that you provide to us for the purpose of registering with us which includes your personal contact details, billing and shipping address information;

  5. Information that you provide to us for the purpose of subscribing to our website services, email notifications and/or newsletters;

  6. Any other information that you choose to send to us; and

  7. Cookies

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A cookie consists of information sent by a web server to a web browser and stored by the browser. The information is then sent back to the server each time the browser requests a page from the server. This enables the web server to identify and track the web browser.

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We may use both “session” cookies and “persistent” cookies on the website.  We will use the session cookies to: keep track of you whilst you navigate the website; We will use the persistent cookies to: enable our website to recognize you when you visit;

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Session cookies will be deleted from your computer when you close your browser.  Persistent cookies will remain stored on your computer until deleted, or until they reach a specified expiry date.

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We use Google Analytics to analyze the use of this website.  Google Analytics generates statistical and other information about website use by means of cookies, which are stored on users’ computers.  The information generated relating to our website is used to create reports about the use of the website. Google will store this information.  Google’s privacy policy is available at: http://www.google.com/privacypolicy.html.

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Most browsers allow you to refuse to accept cookies.  For example, in Internet Explorer you can refuse all cookies by clicking “Tools”, “Internet Options”, “Privacy”, and selecting “Block all cookies” using the sliding selector.  This will, however, have a negative impact upon the usability of many websites, including the ability to effectively process an order.

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2. Using your personal data

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Personal data submitted on this website will be used for the purposes specified in this privacy policy or in relevant parts of the website.

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We may use your personal information to:

 

  1. Administer the website.

  2. Improve your browsing experience by personalizing the website.

  3. Send to your goods purchased via the website.

  4. Send statements and invoices to you and collect payments from you.

  5. Send you general (non-marketing) commercial communications.

  6. Send you email notifications which you have specifically requested.

  7. Send to you our newsletter and other marketing communications relating to our business.

  8. Deal with enquiries and complaints made by or about you relating to the website; and where you submit personal information for publication on our website, we will publish and otherwise use that information in accordance with the license you grant to us.

 

We will not without your express consent provide your personal information to any third parties for the purpose of direct marketing.

 

3. Disclosures

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We may disclose information about you to any of our employees, officers, agents, suppliers or subcontractors insofar as reasonably necessary for the purposes as set out in this privacy policy.

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In addition, we may disclose information about you:

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  1. To the extent that we are required to do so by law.

  2. In connection with any legal proceedings or prospective legal proceedings.

  3. In order to establish, exercise or defend our legal rights including providing information to others for the purposes of fraud prevention and reducing credit risk; and;

  4. to the purchaser or prospective purchaser of any business or asset which we are or are contemplating selling.

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Except as provided in this privacy policy, we will not provide your information to third parties.

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4.  Security of your personal data

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We will take reasonable technical and organizational precautions to prevent the loss, misuse, or alteration of your personal information.

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Of course, data transmission over the internet is inherently insecure, and we cannot guarantee the security of data sent over the Internet.

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You are responsible for keeping your password and user details confidential. We will not ask you for your password.

 

5. Policy amendments

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We may update this privacy policy from time to time by posting a new version on our website.  You should check this page occasionally to ensure you are happy with any changes.

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We may also notify you of changes to our privacy policy by email.

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6. Your rights

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You may instruct us to provide you with any personal information we hold about you.  Provision of such information may be subject to the payment of a fee.

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You may instruct us not to process your personal data for marketing purposes by email at any time.  In practice, you will usually either expressly agree in advance to our use of your personal data for marketing purposes, or we will provide you with an opportunity to opt out of the use of your personal data for marketing purposes.

 

7. Third party websites

 

The website contains links to other websites. We are not responsible for the privacy policies or practices of third-party websites.

 

8. Updating information

 

Please let us know if the personal information which we hold about you needs to be corrected or updated.

Payment Methods

We have made making payments to us safe and hassle free. We accept Payments via the options listed below:

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Local Bank Transfer: We accept payment from the following local banks via bank transfers.

         NCB (National Commercial Bank) – Knutsford Boulevard Branch

A/C #, Name & Type : 354 829 975 | WeekenDaze |Savings

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Cash or Card at Pick-up: We also accept cash payments at self pick-up as well as most major debit/credit cards via Electronic Point of Sale (E-POS) provided through the National Commercial Bank.

Payment Methods
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