Customer Service Policy

Customer Service Policy of Medigitalnow

At Medigitalnow, we are dedicated to providing exceptional customer service to ensure a positive and seamless experience for every customer. This Customer Service Policy outlines our commitment to addressing your needs, resolving issues, and maintaining open communication throughout your interaction with our brand.

1. Our Commitment

We strive to deliver customer service that is responsive, helpful, and respectful. Our team is trained to assist with inquiries, concerns, and requests promptly, ensuring that you feel valued and supported at every stage of your shopping journey—from browsing our website to post-purchase follow-up.

2. Service Channels and Hours

  • Primary Channel: Email: The main way to reach our customer service team is via email at info@medigitalnow.net. This allows us to document your inquiry and provide a detailed, personalized response.
  • Response Time: We aim to respond to all email inquiries within 24–48 business hours (excluding weekends and Italian public holidays). For urgent matters, we will make every effort to prioritize your request and reply as soon as possible.
  • Additional Support: While email is our primary support channel, we may expand to include phone or live chat support in the future. Any updates to our service channels will be posted on our website.

3. Scope of Service

Our customer service team is here to assist with a wide range of topics, including but not limited to:
  • Order Inquiries: Status updates, tracking information, delivery timelines, and changes to orders (if possible before shipment).
  • Product Information: Details about sizes, fabrics, care instructions, availability, and styling advice for our dresses.
  • Returns and Refunds: Guidance on initiating returns, eligibility checks, and updates on refund processing (in line with our Refund Policy).
  • Shipping Issues: Questions about shipping costs, delivery delays, undelivered packages, or customs-related concerns (refer to our Shipping Policy for details).
  • Account Support: Assistance with creating or accessing your user account, updating personal information, or resolving login issues.
  • Feedback and Suggestions: We welcome your thoughts on our products, website, or service—your input helps us improve.

4. Handling Complaints and Disputes

We take customer complaints seriously and are committed to resolving them fairly and efficiently. Here’s our process:
  1. Submission: If you have a complaint, please email us at info@medigitalnow.net with details of the issue, including your order number (if applicable) and any relevant documentation (e.g., photos of damaged items).
  1. Review: Our team will acknowledge your complaint within 24 business hours and investigate the matter thoroughly.
  1. Resolution: We will propose a solution within 48–72 business hours of receiving your complaint. This may include a refund, replacement, discount on a future purchase, or another appropriate remedy based on the situation.
  1. Follow-Up: After resolving the issue, we will follow up to ensure you are satisfied with the outcome. If you are not, we will work with you to find an alternative solution.

5. Language Support

Our customer service team primarily communicates in English to accommodate our global customer base. We aim to provide clear, easy-to-understand responses to ensure there is no confusion in communication.

6. Confidentiality

We respect your privacy and ensure that all personal information shared with our customer service team is handled in accordance with our Privacy Policy. Your data will only be used to address your inquiry and will not be shared with third parties without your consent, except as required by law.

7. Continuous Improvement

We regularly review feedback from customers to identify areas for improvement in our service. This includes analyzing response times, common issues, and customer satisfaction levels to refine our processes and training for our team.

8. Contact Information

For any assistance, please reach out to us:
  • Address: Me Digital Now, Via foffy 12, 75100 Milano Milan, Italy
Thank you for choosing Medigitalnow. We are proud to serve you and look forward to exceeding your expectations.