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Customer Support Policy

Introduction

At INYA New York, customer satisfaction is our top priority. We are committed to providing professional, efficient, and friendly support to address your inquiries and resolve any issues you may encounter while shopping with us.

This Customer Support Policy outlines the ways you can contact us, our response times, and how we handle complaints or concerns.


1. How to Contact Us

You can reach our Customer Support team through the following channels:

  • Email:
    Send your inquiries to info@inyanewyork.com.
    Our team responds to emails within 24-48 business hours.

  • Phone:
    Call us at +90 535 319 37 77 during our business hours:
    Monday to Friday: 9:00 AM - 5:00 PM (EST).
    (We are closed on weekends and public holidays.)

  • Live Chat:
    Use the live chat feature on our website for real-time assistance.
    Available during business hours.

  • Contact Form:
    Fill out the contact form on our website (https://inyanewyork.com/contact) for general inquiries.


2. Response Times

We aim to respond to all inquiries promptly and efficiently. Our standard response times are as follows:

  • Email: 24-48 business hours.

  • Phone: Immediate response during business hours.

  • Live Chat: Real-time assistance during business hours.

  • Contact Form: Within 48 business hours.

For high-volume periods (e.g., holidays, promotional events), response times may vary slightly, but we will do our best to prioritize urgent requests.


3. Resolving Complaints

We understand that issues may arise, and we are committed to resolving them fairly and quickly. Our complaint resolution process includes:

  • Acknowledging your concern within 24-48 business hours.

  • Investigating the issue thoroughly.

  • Providing a resolution or update within 5 business days (or sooner, depending on the complexity).

If a resolution cannot be provided within this timeframe, we will keep you informed of the progress and expected timeline.


4. Order Issues

For issues related to orders, such as incorrect items, missing products, or delays, please contact us within 7 days of receiving your order. Provide the following information to help us assist you efficiently:

  • Order number.

  • Description of the issue.

  • Photos (if applicable, for damaged or incorrect items).


5. Returns and Refunds

For inquiries about returns or refunds, please refer to our Return Policy or contact our team directly. We will assist you in following the appropriate steps for returning items or resolving refund issues.


6. Feedback and Suggestions

We value your feedback and encourage you to share your experiences or suggestions for improvement. Please email your feedback to info@inyanewyork.com or use our contact form.


7. Escalation Process

If you feel your concern has not been adequately addressed, you may request to escalate the issue to a supervisor or manager. Escalations will be prioritized, and a senior team member will respond within 2 business days.


8. Privacy and Data Protection

All information shared with our Customer Support team will be handled in accordance with our Privacy Policy. We take your privacy seriously and ensure your personal data is kept secure.


9. Exceptional Circumstances

During high-demand periods, such as sales events or unexpected disruptions, response times may vary slightly. We appreciate your patience during these times and assure you that our team is working hard to resolve inquiries as quickly as possible.


Contact Us

For any questions or concerns, please contact us using the details provided above. Our team is here to help you have a smooth and enjoyable shopping experience at INYA New York.


Thank you for choosing INYA New York. Your satisfaction is our success!