Customer Service Policy – Walmarteo

At Walmarteo, we’re committed to making your shopping experience as smooth, supported, and stress-free as possible—whether you’re browsing our apparel collection, ordering home essentials, or trying a new beauty product. As an online department store, we understand that every category (from clothing to kitchenware) has unique needs, and our customer service team is trained to address them all. This policy outlines how we support you at every step: from pre-purchase questions to post-delivery issues, and everything in between. Our goal? To ensure you feel heard, valued, and confident in every interaction with Walmarteo.

1. What We Support: Your Full Shopping Journey

We’re here to assist with every part of your Walmarteo experience, across all our merchandise categories. Our support covers:

  • Pre-Purchase Inquiries:
  • Apparel: Size guidance (e.g., “Does this sweater run true to size?”), fabric details (e.g., “Is this jeans material stretchy?”), and care instructions (e.g., “Can this dress be machine washed?”).
  • Home Goods: Product dimensions (e.g., “Will this storage bin fit under my bed?”), material safety (e.g., “Is this kitchen mat non-slip?”), and usage tips (e.g., “How do I care for this linen tablecloth?”).
  • Beauty & Personal Care: Ingredient questions (e.g., “Does this moisturizer contain fragrance?”), skin type compatibility (e.g., “Is this serum suitable for sensitive skin?”), and application advice (e.g., “How often should I use this exfoliator?”).
  • Everyday Essentials: Stock availability (e.g., “When will this laundry detergent be back in stock?”), packaging details (e.g., “Is this snack gluten-free?”), and bulk order options.
  • Order Support: Tracking updates, payment issue resolution, address changes (if your order hasn’t shipped), and order modifications (e.g., swapping a size or color before dispatch).
  • Returns & Exchanges: Processing requests for items that don’t fit, don’t match your expectations, or arrive damaged—with category-specific guidelines to ensure fairness (see Section 3).
  • Post-Delivery Issues: Troubleshooting problems like missing items, damaged products, or discrepancies between your order and delivery (e.g., receiving the wrong color).
  • Feedback & Suggestions: Listening to your thoughts on our products, website, or service—and using them to improve (e.g., expanding a size range or adding a new product category).

2. How to Reach Us

We offer multiple channels to connect with our customer service team, so you can choose what works best for you:

  • Email: Our primary support channel is [email protected]. We respond to all emails within 24–48 business hours (excluding weekends and U.S. public holidays). For faster assistance, include:
  • Your full name and order number (if applicable).
  • The product name, category, and issue (e.g., “Women’s Cotton Sweater – Size M – Too Small”).
  • Photos (if relevant, e.g., a damaged home good or incorrect apparel size).
  • Live Chat: Available Monday–Friday, 9 AM–8 PM ET, and Saturday–Sunday, 10 AM–6 PM ET. Access the chat via the “Help” icon in the bottom right corner of our website—ideal for quick questions (e.g., “Is this lipstick available in a matte finish?”) or urgent order updates.
  • Phone Support: Call us at Monday–Friday, 9 AM–5 PM ET. This channel is best for complex issues (e.g., resolving a missing order or coordinating a bulk return) that require detailed discussion.
  • FAQs: Visit our “Help Center” page for answers to common questions—from shipping timelines to return policies—available 24/7.

3. Returns & Exchanges: Category-Specific Guidelines

We want you to love your Walmarteo purchases, but we understand that sometimes things don’t work out. Our return policy is designed to be fair and flexible, with adjustments for category-specific needs:

  • Eligibility & Timeline: You may request a return or exchange within 30 days of delivery (confirmed by tracking). Items must be:
  • Unused, unwashed, and in original packaging (with tags attached for apparel, seals intact for beauty products, and no signs of wear for home goods).
  • Free of damage (unless the damage was caused during shipping—see Section 4).
  • Category Exceptions:
  • Apparel: Returns are accepted for size issues, fit problems, or style mismatches—but items must not have been worn outside, washed, or altered (e.g., hemmed jeans). Swimwear and undergarments can only be returned if the hygiene seal is intact.
  • Beauty & Personal Care: Returns are accepted for unopened, unused products (e.g., a lipstick you changed your mind about). Opened beauty items (e.g., a moisturizer you tested) cannot be returned due to hygiene standards—unless the product is defective (e.g., a broken lipstick or expired serum).
  • Home Goods: Returns are accepted for items that don’t fit your space (e.g., a storage bin that’s too big) or don’t function as described (e.g., a non-stick pan that sticks). Items must be in original packaging with all parts (e.g., lids for containers, hardware for furniture).
  • Everyday Essentials: Non-perishable items (e.g., laundry detergent, office supplies) can be returned if unopened. Perishable items (e.g., snacks, beverages) cannot be returned for safety reasons.
  • How to Process a Return/Exchange:
  1. Submit a request via our “Returns Portal” (found under “My Account” > “Orders”) or email [email protected].
  2. Once approved, we’ll send a prepaid return label (for U.S. orders) and instructions for packaging (e.g., use the original box for home goods, avoid folding delicate apparel).
  3. Ship the item back within 7 days of receiving the label.
  4. We’ll inspect the item upon delivery (usually 3–5 business days) and process your refund or exchange:
  • Refunds: Credited to your original payment method within 5–7 business days.
  • Exchanges: Shipped for free (U.S. orders) once the returned item is approved.

4. Damaged or Incorrect Items

If your order arrives damaged, missing parts, or incorrect (e.g., wrong size, wrong color), we’ll resolve the issue quickly at no cost to you:

  • Report the Issue: Contact us within 48 hours of delivery via email ([email protected]) or live chat, including:
  • Your order number and product details.
  • Clear photos of the damage, missing items, or incorrect product (e.g., a cracked ceramic mug or a shirt that’s not the color you ordered).
  • A photo of the shipping box (if damaged during transit).
  • Resolution Options: We’ll offer one of the following:
  • A full refund to your original payment method.
  • A free replacement (shipped via expedited delivery to get it to you faster).
  • Store credit (with a 10% bonus) to use on your next Walmarteo purchase.
  • No Need to Return: For damaged or incorrect items, you won’t be required to ship the product back (unless we specifically ask)—we’ll handle the logistics with our warehouse and shipping partners.

5. Order Tracking & Delivery Issues

  • Tracking Your Order: Once your order ships, you’ll receive a confirmation email with a tracking link and carrier information (e.g., USPS, UPS). You can also track orders via “My Account” > “Order History.”
  • Delayed Delivery: If your order is late (beyond the estimated 3–7 business days for U.S. shipping, or 7–14 days for international shipping), contact us—we’ll investigate with the carrier and provide updates. If the order is lost, we’ll issue a refund or send a replacement.
  • Missed Delivery: Carriers will leave a delivery notice if you’re not home. If you don’t receive the notice, check “My Account” for tracking updates or contact the carrier directly. We can also help reschedule delivery for U.S. orders.

6. Our Commitment to You

At Walmarteo, customer service isn’t just a department—it’s a promise. We’re dedicated to:

  • Being transparent: We’ll never hide fees, make false promises, or give vague answers.
  • Being empathetic: We understand that shopping issues can be frustrating, and we’ll treat your concerns with care.
  • Being accountable: If we make a mistake (e.g., sending the wrong item), we’ll fix it quickly and take responsibility.

If you’re not satisfied with our service, please let us know via email—we’ll escalate your issue to our customer service manager and follow up within 24 hours.

Thank you for choosing Walmarteo. We’re here to support you, every step of the way.