Privacy Policy

Effective Date: November 3, 2024

At Hilaine, we value open communication and are committed to providing prompt and effective support for our customers. This Contact Information Policy outlines the ways customers can reach us and the expected response times for inquiries.

1. How to Contact Us

1.1 Customer Support Email
For all inquiries, feedback, or support requests, please contact us at:
hello@Hilaine.com

Our customer support team is available to assist you with questions regarding:

  • Orders and shipping updates

  • Refund and return requests

  • Product-related concerns or inquiries

  • General feedback or suggestions

1.2 Business Hours
Our customer support team operates during the following hours:

Monday to Friday: 9:00 AM to 5:00 PM (Local Time)
Closed on weekends and public holidays.

Emails received outside business hours will be addressed as soon as possible on the next business day.

2. Expected Response Times

We aim to respond to all customer inquiries promptly:

  • Order and Shipping Inquiries: Within 24-48 hours.

  • Refund and Return Requests: Within 3 business days.

  • General Questions or Feedback: Within 48 hours.

If additional time is required to resolve your concern, we will notify you with an update and estimated timeline for resolution.

3. Alternative Communication Channels

While email is our primary method of communication, we are exploring additional channels to better serve our customers. Updates regarding new communication options will be announced on our website.

4. Tracking Orders

To track your order status, you can use the tracking number provided in your shipment confirmation email. Alternatively, you may reach out to our team at hello@Hilaine.com if you require assistance with tracking your package.

5. Escalating Concerns

If you feel your concern has not been resolved to your satisfaction, you may request to escalate the matter to a senior representative. Please indicate this in your email, and your request will be reviewed promptly.

6. Privacy Protection

All customer inquiries and communications are handled with strict confidentiality. Your contact information and any details provided will only be used to address your concerns and will not be shared with third parties without your consent.

7. Policy Amendments

Hilaine reserves the right to update or modify this Contact Information Policy at any time. Changes will be posted on this page, and it is the responsibility of the customer to review the policy periodically.

If you have any questions or concerns, please don’t hesitate to contact us at hello@Hilaine.com. We’re here to help and ensure your satisfaction.