Service Policy
1. Our Service Commitment
At Arkahperd, we are dedicated to providing exceptional service and maintaining the highest standards in handcrafted candles and artisanal soaps. Our commitment extends beyond the point of sale, ensuring that every interaction with our brand reflects our dedication to quality and customer satisfaction.
We strive to:
- Respond to all customer inquiries within 24 business hours
- Provide comprehensive product information and usage guidelines
- Offer expert advice on product selection and care
- Maintain transparency in all our business practices
- Continuously improve our products and services based on customer feedback
2. Product Quality Standards
Every product that leaves our workshop at 524 Macaulay Rd, Kensington VIC 3031, Australia, undergoes rigorous quality control:
- All ingredients are carefully sourced and tested for quality and purity
- Each product is handcrafted in small batches to ensure consistency
- Multiple quality checks are performed throughout the production process
- Final products are inspected for appearance, scent, and packaging integrity
- Regular testing is conducted to ensure product stability and longevity
3. Customer Support Services
Our dedicated customer support team is available to assist you through multiple channels:
- Company name: Arkahperd
- Phone: +61 3 9376 2635
- Email: [email protected]
- Phone support: Monday to Friday, 9:00 AM - 6:00 PM AEST
- In-person consultation: By appointment at our Kensington workshop
4. Product Care and Usage Support
We provide comprehensive support for optimal product use and care:
- Detailed product care instructions with every purchase
- Online guides and tutorials
- Expert advice on product combinations and usage
- Troubleshooting assistance for any product concerns
- Regular workshops and demonstrations (both online and in-person)
5. Custom Orders and Special Requests
We welcome custom orders and special requests with the following service standards:
- Consultation for custom formulations
- Bulk order accommodations
- Corporate gifting services
- Special packaging requests
- Event-specific customization
6. Quality Guarantee
Our quality guarantee covers:
- 100% satisfaction guarantee on all products
- Replacement or refund for any quality issues
- 30-day return policy for unused products
- Damage coverage during shipping
- Product performance warranty
7. Environmental Commitment
Our service extends to environmental responsibility:
- Eco-friendly packaging and shipping materials
- Sustainable production practices
- Recycling program for product containers
- Carbon-neutral shipping options
- Local sourcing when possible
8. Professional Services
We offer additional professional services including:
- Product workshops and demonstrations
- Consulting for businesses
- Private label manufacturing
- Product development collaboration
- Educational programs
9. Communication Standards
Our communication standards ensure:
- Clear and prompt responses to all inquiries
- Regular updates on order status
- Proactive notification of any delays or issues
- Multilingual support when available
- Professional and courteous interaction at all times
10. Service Improvement Process
We continuously improve our services through:
- Regular customer feedback surveys
- Quality assurance reviews
- Staff training and development
- Service standard audits
- Implementation of customer suggestions