Customer Service Policy

At Silkway Cosmetic, customer satisfaction is at the heart of everything we do. Our Customer Service Policy ensures a seamless, efficient, and rewarding experience for every client. This policy is crafted to align with Turkish legal requirements and global standards, providing consistency and excellence in all client interactions.

Customer Service Policy Details

1. Accessibility

• Our customer service team is available 24/7 to address inquiries and concerns.
• Multiple contact channels include email, phone, live chat, and WhatsApp for convenience.
• Multilingual support ensures inclusivity for our international clientele.

2. Response Time Commitment

• General inquiries: Responded to within 24 hours.
• Urgent concerns: Addressed within 4-6 hours.
• Resolution timelines for complex issues are communicated transparently.

3. Personalized Support

• Dedicated account managers for wholesale clients.
• Tailored assistance based on the unique needs of each client.

4. Feedback Mechanisms

• A streamlined process for collecting and acting on client feedback.
• Quarterly surveys to measure satisfaction and identify areas for improvement.
• Incentives for clients who provide constructive feedback.

5. After-Sales Support

• Clear guidance on using, storing, and distributing Silkway Cosmetic products.
• Assistance with private label branding and product relaunches.
• Immediate help with product replacements in case of defects (subject to terms).

6. Compliance with Legal Standards

• Adherence to Turkish Consumer Protection Law No. 6502, ensuring client rights.
• Compliance with international service standards, including ISO 10002 for complaint handling.

7. Client Confidentiality

• Safeguarding all client communications and data with industry-standard encryption.
• Non-disclosure agreements ensure privacy in every interaction.

8. Escalation Process

• Clearly defined steps for escalating unresolved issues to higher authorities within Silkway Cosmetic.
• Contact details for management-level intervention available upon request.

Legal Framework

1. Turkish Regulations

• Compliance with Law on the Protection of Consumers (No. 6502) and related directives.
• Documentation of all client communications for legal transparency.

2. International Standards

• ISO 9001 for Quality Management.
• ISO 10002 for effective complaint handling and service management.