Welcome to SereneFlame. We are dedicated to providing you with a peaceful and seamless shopping experience. Whether you have questions regarding our handcrafted soy candles, need assistance tracking an existing order, or require guidance on fragrance selections and candle care, our dedicated support team is always here to assist you.
1. Introduction: How to Contact Us
At SereneFlame, we believe in clear, transparent, and accessible communication with all our shoppers. If you need help with a new purchase, have questions about product details, or need support with an ongoing order, contacting us is simple and direct. You can reach out to our team using any of our verified contact channels listed below.
2. How to Get in Touch with Us
Buyers can easily connect with us through any of the following official support channels:
· Email Support: support@sereneflame.shop
· Contact Form: Available directly on our website’s Contact Us page.
3. Customer Support
Our customer support team provides helpful, transparent, and reliable assistance for all your inquiries. We assist with pre-purchase questions, product recommendations, order status updates, address modifications prior to dispatch, and post-purchase support for damaged or missing shipments.
4. Business Support & Operating Hours
Our business operations and support team run during the following standard operating hours:
· Monday – Friday: 9:00 AM – 5:00 PM (EST)
· Saturday & Sunday: Closed
· Federal Holidays: Closed
Inquiries submitted during weekends or official holidays will be processed on the following business day.
5. Mailing Address
For official correspondence, business inquiries, or authorized mailings, our physical business address is:
SereneFlame
Store Name: SereneFlame
Email Support: support@sereneflame.shop
Business Address: 64 OXBOW DRGLASTONBURY CT 06033-1641USA
Customer Service Hours: Monday – Friday, 9:00 AM – 5:00 PM (EST)
6. Our Customer Service Standards & Commitment
We take pride in offering high-quality, customer-first service tailored to meet your needs:
· Clear & Transparent Guidance: We provide accurate information regarding our candle products, processing timelines, and store policies.
· Proactive Resolution: In the rare event of order issues, damaged packages, or lost shipments during transit, our team works quickly to process replacements or refunds in accordance with our store policies.
· Respectful & Dedicated Service: Every customer query is treated with priority, confidentiality, and care to maintain a safe and trustworthy shopping environment.
7. Response Time
We strive to address all incoming customer messages promptly and thoroughly:
· Standard Response Time: 2 to 3 business days (48 to 72 business hours).
· During peak holiday seasons or promotional periods, response times may vary slightly, but we guarantee a response to every valid inquiry received.