Customer Service Policy – Quinre
At Quinre, where luxury is woven into every thread of Mongolian cashmere, Italian leather, Turkish cotton, and washable silk, our customer service is crafted to match the care we put into our fabrics. Whether you’re seeking advice on preserving cashmere’s softness, troubleshooting a leather tote’s hardware, or adjusting the fit of a silk blouse, we don’t just resolve issues—we empower you to enjoy your luxury pieces for years. This policy outlines how we deliver fabric-focused support, tailored to the unique needs of our premium materials and discerning customers.
1. Our Service Promises: Crafted for Luxury Fabrics
We stand by three non-negotiable commitments, designed to honor the quality of our fabrics and the trust you place in us:
- Fabric Expertise You Can Rely On: Every member of our customer service team completes specialized training in our four core materials—so you get advice that’s precise, not generic:
- Mongolian Cashmere: “To prevent pilling, use a cashmere comb weekly on high-friction areas (cuffs, collars); avoid dry cleaning—hand wash in cold water with pH-neutral detergent to preserve fiber integrity.”
- Italian Leather: “If your tote develops a minor scratch, gently buff with a soft microfiber cloth—for deeper marks, use our Quinre Leather Repair Balm (we can ship a sample upon request) to blend the blemish.”
- Turkish Cotton: “To keep towels fluffy, skip fabric softener (it coats fibers and reduces absorbency); instead, add ½ cup white vinegar to the rinse cycle monthly to remove buildup.”
- Washable Silk: “If your blouse wrinkles after washing, hang it in a steamy bathroom for 10 minutes—this relaxes silk fibers without heat damage; avoid ironing directly on prints.”
- Timely, Personalized Responses: We reply to all inquiries within 12 business hours (weekdays, 9 AM–6 PM ET) and 24 business hours on weekends/holidays. For urgent needs—like a damaged cashmere scarf received as a gift, a missing leather accessory for an event, or a last-minute fabric question before purchase—we flag your request as “Priority” and provide a resolution within 6 hours.
- Proactive Care for Your Pieces: We don’t wait for you to reach out. If we notice a delay in your order (e.g., your Turkish cotton sheets are held up in quality checks), we’ll email you with a revised timeline and a complimentary fabric care sample (e.g., a cashmere comb, leather conditioner) as a gesture of thanks for your patience. If a style you love is out of stock, we’ll offer to notify you when it restocks—and include a 10% discount for your next purchase.
2. How to Connect With Us: Channels Tailored to Your Needs
We offer two dedicated channels to ensure you get the right support, when you need it—whether you’re sharing photos of a fabric issue or asking a quick care question:
2.1 Email Support (Primary Channel)
For detailed inquiries that require fabric expertise (e.g., care guidance, defect reports, sizing adjustments), email us at [email protected]. To speed up resolution, include:
- Your full name and order number (if applicable—e.g., “Order #QNR-2025-789: Italian Leather Crossbody”).
- A clear description of your request (e.g., “My cashmere sweater stretched after washing—how can I restore its shape?” “The zipper on my silk blouse is stuck—can you help?”).
- Photos (when relevant): For fit issues (e.g., a photo of how the silk blouse sits on your shoulders), defects (e.g., a close-up of a loose thread in Turkish cotton), or damage (e.g., a scratched leather surface)—this helps our team assess and respond with precision.
We archive all email conversations, so if you follow up later (e.g., “Last month you advised me on cashmere care—can I ask another question?”), we have your history ready and don’t need you to repeat details.
2.2 Fabric Consultation (By Request)
For complex needs—like customizing a leather accessory, selecting the right cashmere weight for your climate, or troubleshooting persistent fabric issues—we offer 15-minute virtual consultations with our in-house Fabric Specialist. To book:
- Email [email protected] with “Fabric Consultation Request” in the subject line.
- Include your availability (e.g., “Monday 2–4 PM ET, Wednesday 10 AM–12 PM ET”) and a brief overview of your needs (e.g., “I need help choosing between lightweight and medium-weight cashmere for winter in New York”).
- We’ll confirm your slot via email, share a Zoom link, and ask you to have any relevant items (e.g., the cashmere sweater in question, photos of the leather tote) ready for the call.
3. Support for Every Stage: From Purchase to Long-Term Care
We’re with you every step of the way—whether you’re browsing fabrics, unboxing your order, or caring for your pieces years later:
3.1 Pre-Purchase Guidance
- Fabric Selection: Unsure if cashmere or silk is better for your lifestyle? We’ll ask about your use case (e.g., “Will you wear it to work? Do you prefer low-maintenance pieces?”) and recommend the right material. For example: “If you travel frequently, washable silk is more practical than cashmere—it resists wrinkles and can be cleaned in a hotel sink.”
- Sizing Advice: Our team knows our fabrics’ fit nuances:
- “Our cashmere sweaters have a relaxed fit—if you prefer a tailored look, size down; if you like layering over shirts, size up.”
- “Italian leather jackets break in slightly (about ½ a size) over 2–3 weeks—if you want a snug fit initially, size down; if you prefer roominess, stick to your usual size.”
- Customization Inquiries: Want to add monogramming to a leather tote or choose a custom dye for cashmere? We’ll share options, lead times (e.g., “Monogramming adds 3 business days to processing”), and photos of past customizations to help you decide.
3.2 Order & Shipping Support
- Order Tracking: If you haven’t received a tracking number (sent within 24 hours of shipping) or your package shows no progress, email us—we’ll trace it with the carrier and share real-time updates (e.g., “Your leather tote is in customs—clears in 1–2 days”).
- Address Changes: We can update your shipping address only if your order hasn’t entered processing (within 24 hours of purchase). Email us immediately with your order number and corrected address—if processing has started, we’ll work with the carrier to redirect (subject to their fees, which we’ll disclose upfront).
- Gift Assistance: If you’re sending a Quinre piece as a gift, we’ll include a handwritten note (per your request), omit the price from the packing slip, and ship directly to the recipient. If the gift arrives damaged or doesn’t fit, we’ll process a return for the recipient and send a replacement—no need for you to coordinate.
3.3 Post-Delivery Care & Issue Resolution
- Fabric Care Troubleshooting: Stuck with a stretched cashmere sweater or a stained silk blouse? We provide step-by-step fixes:
- “To shrink a stretched cashmere sweater: Fill a basin with cold water, add 1 tbsp hair conditioner, soak for 10 minutes, gently squeeze out excess water, lay flat on a towel, and reshape to its original size as it dries.”
- “To remove a coffee stain from silk: Blot (don’t rub) with a damp cloth, apply a drop of mild dish soap, and rinse with cold water—avoid hot water, which sets stains.”
- Defect & Damage Claims: If your item arrives with a manufacturing defect (e.g., a hole in cashmere, a faulty zipper on leather, a torn silk seam) or is damaged in shipping:
- Email us within 48 hours of delivery with photos of the issue and your order number.
- We’ll either:
- Send a free replacement (shipped within 1–3 days, with expedited shipping at no extra cost) and include a prepaid label for the defective item (if we request it).
- Issue a full refund in USD (processed within 5–10 business days) and let you keep the defective item (to avoid further shipping damage to delicate fabrics).
- Return Support: If you need to return an item (within 60 days of delivery), we’ll send a prepaid return label and fabric-specific packing instructions (e.g., “Roll silk items—don’t fold—to avoid creases”; “Wrap leather in the included microfiber cloth to prevent scratches”). We’ll also confirm receipt of your return and update you when your refund is processed.
4. Resolving Unmet Expectations: Making It Right
If you’re not satisfied with our service—whether the advice was incorrect, the response was delayed, or the issue wasn’t resolved—we’ll take immediate action:
- Reply to our original email with “Concern Follow-Up” in the subject line, and share specific feedback (e.g., “The cashmere care advice you provided didn’t work—can we try another solution?”).
- A Senior Fabric Specialist will review your case within 2 hours, apologize for the inconvenience, and offer a tailored resolution (e.g., a complimentary fabric care kit, a 15% discount on your next purchase, a virtual consultation to fix the issue).
- We’ll follow up 1 week later to ensure you’re satisfied with the resolution—and use your feedback to train our team (e.g., updating our cashmere care guidelines, refining our response timelines).
5. What We Can’t Support
To keep our focus on Quinre’s luxury fabrics and customers, we cannot assist with:
- Third-Party Purchases: Items bought from resellers (e.g., eBay, consignment shops) rather than quinre.com—we can’t verify authenticity, access order details, or honor returns for these products.
- Damage from Misuse: Issues caused by ignoring care instructions (e.g., cashmere washed in hot water, leather exposed to rain, silk ironed on high heat) or normal wear (e.g., pilling in cashmere after years of use, faded leather from sun exposure).
- Non-Quinre Products: Questions about care, sizing, or customization for fabrics/items not sold by Quinre (e.g., “How do I care for my non-Quinre silk scarf?”).
6. Share Your Feedback: Help Us Refine Our Service
Your input shapes how we serve you. After resolving your inquiry, we may send a short survey (3 questions, 1 minute to complete) asking about your experience (e.g., “Did our fabric advice help resolve your issue?” “Was our response time satisfactory?”). Responses are anonymous, and we use them to:
- Update our fabric care guides (e.g., adding more tips for stretchy cashmere).
- Train our team on common pain points (e.g., troubleshooting stuck silk zippers).
- Improve our channels (e.g., adding more slots for fabric consultations).
7. Contact Us
For all inquiries—from fabric care to order tracking, customization to issue resolution—reach out:
- Email: [email protected]
- Fabric Consultation: Request via email (subject line: “Fabric Consultation Request”)
We’re here to help you enjoy your Quinre pieces for years to come.
Last Updated: September 3, 2025