Team & Services Policy

At AVELTHORNE & CO LTD, we are committed to providing customers with a professional, clear, and reliable shopping experience when purchasing clothing and related products through our online store.

Our team and service standards are designed to support customers throughout the shopping journey, from browsing and product selection to ordering, payment, shipping, delivery, returns, refunds, and after-sales assistance.

This Team & Services Policy explains our general service principles, operational standards, and the types of support customers may receive when interacting with AVELTHORNE & CO LTD.

1. Our Service Commitment

We aim to provide a straightforward and customer-focused shopping experience.

Our service approach is based on:

• Clear product information
• Reliable order handling
• Professional customer support
• Reasonable communication
• Appropriate order processing
• Responsible after-sales assistance
• Transparent policies
• Respect for customer privacy
• Consistent service standards

We seek to handle customer requests fairly and responsibly while complying with applicable laws and regulations.

2. Our Team

The team supporting AVELTHORNE & CO LTD’s online store may be involved in different areas of the customer experience.

Depending on their responsibilities, team members may support:

• Product information and merchandising
• Order processing
• Customer service
• Order verification
• Fulfillment coordination
• Shipping coordination
• Delivery support
• Returns and exchanges
• Refund processing
• Technical support
• General store administration

Different team members or service providers may be responsible for different parts of an order.

3. Customer Service Standards

We aim to communicate with customers in a professional and respectful manner.

Our service standards include:

• Listening carefully to customer concerns
• Reviewing order information accurately
• Providing relevant information
• Avoiding unnecessary delays where reasonably possible
• Communicating clearly about available options
• Treating customers respectfully
• Protecting customer information
• Following applicable company policies
• Applying return and refund procedures consistently

We recognize that every customer request may have different circumstances and will review issues according to the relevant details.

4. Product Information Service

We aim to provide customers with useful information about clothing products before purchase.

Product information may include, where applicable:

• Product names
• Product descriptions
• Available sizes
• Product measurements
• Materials or fabric information
• Colors
• Design details
• Product images
• Care information
• Availability information
• Pricing
• Promotional information

Customers are encouraged to carefully review the available product information before completing an order.

Because clothing may appear differently depending on lighting, display settings, photography conditions, and individual perception, minor differences between product images and the actual product may occur where permitted by applicable law.

5. Product Selection Assistance

Customers may review available product information to determine which clothing products best suit their needs.

Where customer support is available, we may assist with general product-related questions, including questions about:

• Product features
• Available options
• Sizing information
• Product availability
• General product characteristics
• Order-related product information

Any product recommendations or general guidance provided by customer service should not be interpreted as a guarantee that a particular product will meet an individual’s personal preferences, fit expectations, or specific requirements.

6. Sizing Information

Clothing fit can vary between products and individuals.

We aim to provide available sizing information to help customers make informed purchasing decisions.

Customers should review the relevant product’s size information and measurements before placing an order.

Where available, measurements may be provided as a general reference and may not account for every individual body shape, preferred fit, or styling preference.

Questions about sizing may be directed to the customer service channel made available on our online store.

7. Order Support

Our service may include assistance with order-related matters such as:

• Order information
• Product selection
• Order status
• Order processing
• Shipping status
• Delivery issues
• Incorrect items
• Missing items
• Damaged products
• Returns
• Exchanges
• Refunds

When contacting us about an order, customers may be asked to provide sufficient information to identify the relevant purchase.

8. Order Processing Services

Once an order is submitted, relevant information may be reviewed and processed so that the purchased products can be prepared for fulfillment.

Order processing may involve:

• Reviewing order details
• Confirming product availability
• Preparing products
• Packaging products
• Preparing shipment information
• Coordinating delivery
• Updating order status

Processing times may vary depending on order volume, product availability, shipping arrangements, and other operational circumstances.

9. Fulfillment Support

Our fulfillment-related services are intended to ensure that purchased products are prepared appropriately for shipment.

Before an order is dispatched, fulfillment activities may include:

• Confirming the products included in the order
• Preparing the selected items
• Packaging the products
• Checking order information
• Preparing delivery documentation
• Coordinating shipment

Where an order contains multiple products, fulfillment arrangements may vary depending on product availability and operational circumstances.

10. Shipping Support

We aim to provide customers with relevant shipping information available to us.

Shipping support may include assistance with:

• Shipping status
• Tracking information
• Delivery issues
• Address-related problems
• Failed delivery attempts
• Missing packages
• Damaged packages
• Other shipping-related questions

Delivery times may be affected by carriers, customs, weather, public holidays, destination conditions, and other circumstances outside our direct control.

11. Tracking Assistance

Where tracking information is available, customers may be able to monitor shipment progress using the relevant tracking information.

Our team may assist with general questions regarding shipment status where appropriate.

Tracking information is generally provided through the relevant delivery service, and updates may not always occur immediately.

A period without a tracking update does not necessarily mean that a shipment has been lost.

12. Returns and Exchanges Support

We aim to provide customers with a clear process for eligible returns and exchanges.

Support may include:

• Reviewing return requests
• Providing applicable return instructions
• Reviewing product condition
• Processing eligible exchanges
• Coordinating eligible refunds
• Addressing damaged or incorrect products
• Responding to return-related questions

All returns and exchanges remain subject to the applicable Returns & Refunds Policy and any mandatory rights under applicable law.

13. Refund Support

Where a refund is approved, our service process may include reviewing the applicable order, confirming eligibility, and initiating the refund through the appropriate payment method.

The time required for a refund to appear in a customer’s account may depend on the payment provider or financial institution.

Customers may contact our customer service channel if they have questions regarding an approved refund.

14. Damaged Product Support

If a customer receives clothing that appears damaged or defective, we encourage the customer to report the issue promptly.

We may request:

• Order information
• Product information
• A description of the problem
• Photographs of the product
• Photographs of the packaging
• Other information reasonably necessary to investigate the issue

After reviewing the circumstances, an appropriate solution may include a replacement, exchange, refund, return, or another remedy where applicable.

15. Incorrect Product Support

If the product received does not correspond with the product ordered, customers should contact us as soon as reasonably possible.

We may review:

• The original order
• Product information
• Fulfillment information
• Shipping information
• Customer-provided photographs or other evidence

If an error is confirmed, an appropriate resolution may be provided in accordance with our applicable policies and legal requirements.

16. Missing Product Support

If a customer believes that an item is missing from an order, the issue may be reviewed using available order and fulfillment information.

Our team may request additional details to determine whether:

• The item was included in the shipment
• The order was shipped in multiple packages
• The item remains in processing
• A fulfillment issue occurred

Where an item is confirmed to be missing, an appropriate remedy may be provided.

17. Communication Standards

We aim to communicate information in a clear and understandable manner.

Our customer service communications may include:

• Order confirmations
• Order-related updates
• Shipping information
• Delivery-related communications
• Return instructions
• Refund information
• Responses to customer questions
• Other service-related notices

Customers should carefully review communications relating to their orders and notify us if they identify inaccurate information.

18. Response to Customer Inquiries

We aim to review customer inquiries as efficiently as reasonably possible.

Response times may vary depending on:

• Number of customer inquiries
• Complexity of the issue
• Information required to investigate the request
• Order status
• Shipping circumstances
• Third-party service involvement
• Holidays or other operational conditions

Complex matters may require additional review before a final response can be provided.

19. Privacy and Customer Information

Protecting customer information is an important part of our service standards.

Information collected during customer service interactions may be handled in accordance with our Privacy Policy.

We aim to use customer information only for appropriate purposes, including:

• Processing orders
• Providing customer support
• Resolving service issues
• Managing returns and refunds
• Handling shipping matters
• Maintaining appropriate business records
• Protecting the security of our services

Customers should avoid sending unnecessary sensitive information when contacting us.

20. Secure Customer Service

Customers may be asked to provide order-related information when requesting assistance.

Such verification may be necessary to:

• Confirm order ownership
• Protect customer information
• Prevent unauthorized account activity
• Review transaction details
• Process returns or refunds
• Address order-related issues

We may request reasonable verification information before taking certain actions involving an order or account.

21. Payment Support

Payment processing may involve third-party payment providers.

Our team may assist with general order or payment-related questions where appropriate, but certain payment information and transaction decisions may be handled directly by the relevant payment provider.

For security reasons, customers should not provide complete payment card numbers, passwords, authentication codes, or other unnecessary confidential payment credentials through customer service communications.

22. Website and Shopping Experience

We aim to maintain an online shopping environment that is easy to navigate and provides useful information about available clothing products.

Our service efforts may include:

• Maintaining product information
• Improving store functionality
• Supporting checkout processes
• Addressing technical issues
• Improving navigation
• Updating product information
• Improving the overall shopping experience

Temporary technical issues may occur, and certain website functions may occasionally be unavailable due to maintenance, updates, technical problems, or circumstances outside our reasonable control.

23. Service Availability

Customer support and other services may not be available continuously or without interruption.

Service availability may be affected by:

• Technical issues
• Maintenance
• System updates
• Operational circumstances
• Third-party service interruptions
• Public holidays
• Unforeseen events

We will seek to restore or continue services as reasonably possible when interruptions occur.

24. Professional and Respectful Interactions

We expect customer service interactions to remain respectful and appropriate.

Our team will seek to address legitimate customer concerns professionally.

We also expect customers to communicate with team members and service representatives respectfully.

Threatening, abusive, discriminatory, fraudulent, or otherwise inappropriate behavior may affect the manner in which a customer service request is handled, subject to applicable law.

25. Service Providers

Certain aspects of our services may involve third-party providers.

These providers may support areas such as:

• Payment processing
• Shipping
• Delivery
• Website hosting
• Technical services
• Security
• Analytics
• Customer support
• Other operational functions

Third-party providers may operate under their own terms, policies, and procedures.

Our use of third-party service providers does not remove our responsibility to handle customer matters appropriately within the scope of services we control.

26. After-Sales Service

Our relationship with customers does not necessarily end when an order is delivered.

Where applicable, after-sales assistance may include:

• Product-related questions
• Delivery issues
• Return requests
• Exchange requests
• Refund inquiries
• Damaged product reports
• Incorrect item reports
• Missing item reports
• Other order-related concerns

After-sales support is subject to the relevant policies and applicable legal requirements.

27. Fair and Consistent Service

We aim to apply our service procedures consistently across customer requests while recognizing that individual circumstances may differ.

The resolution of a particular issue may depend on:

• Order details
• Product condition
• Shipping circumstances
• Reason for the request
• Available evidence
• Applicable policies
• Applicable law

We seek to review each legitimate request based on its relevant circumstances.

28. Service Limitations

Our team may not be able to control certain aspects of the customer experience that depend on third parties or circumstances outside our reasonable control.

Examples may include:

• Carrier delivery schedules
• Customs processing
• Payment provider processing
• Bank processing times
• Third-party platform availability
• Internet connectivity
• Severe weather
• Transportation disruptions
• Government actions
• Other unforeseen circumstances

Where an issue depends on a third party, we may provide the information available to us and assist with the matter to the extent reasonably possible.

29. Customer Responsibilities

Customers can help us provide efficient service by:

• Providing accurate order information
• Reviewing product descriptions carefully
• Checking sizing information before purchase
• Providing accurate delivery information
• Keeping order information available
• Reporting issues promptly
• Providing relevant information when requested
• Following applicable return and shipping instructions
• Treating customer service representatives respectfully

Accurate and complete information can help reduce unnecessary delays when resolving an issue.

30. Continuous Service Improvement

We may review customer inquiries, order-related issues, product feedback, and service experiences to identify opportunities for improvement.

This may help us improve:

• Product information
• Order processing
• Shipping procedures
• Customer communication
• Return procedures
• Website functionality
• General customer experience

Any use of personal information for these purposes will be handled in accordance with our Privacy Policy and applicable law.

31. Feedback and Suggestions

Customer feedback may help us understand how our products and services can be improved.

Customers may provide feedback regarding:

• Products
• Shopping experience
• Website functionality
• Order processing
• Shipping
• Customer service
• Returns and refunds
• Other aspects of their experience

Feedback may be reviewed for service improvement and operational purposes.

32. Policy Updates

AVELTHORNE & CO LTD may update this Team & Services Policy from time to time.

Updates may reflect changes to:

• Our services
• Customer support procedures
• Product offerings
• Order processing
• Shipping arrangements
• Return procedures
• Technology
• Legal or regulatory requirements

The updated version will be made available through our online store, and the “Last Updated” date may be revised accordingly.

33. Contact Regarding Team and Services

If you have questions about our services, customer support, an order, shipping, returns, refunds, or another service-related matter, please use the customer service or contact method made available on our online store.

When contacting us, providing relevant order information can help our team review and respond to your request more efficiently.

34. Final Statement

At AVELTHORNE & CO LTD, we aim to provide customers with a professional, transparent, and dependable shopping experience.

Our team and service standards are designed to support customers throughout the purchasing journey, from product discovery and selection to checkout, fulfillment, delivery, returns, refunds, and after-sales support.

We are committed to handling customer requests responsibly, protecting customer information, providing clear communication, and continuously improving the quality of our services.

Nothing in this Team & Services Policy is intended to restrict any rights or protections that customers may have under applicable law.

AVELTHORNE & CO LTD