Customer Support Policy

 

We are committed to providing clear, reliable, and timely assistance for all customer inquiries.

1, Contact Methods

📨 Email: connect@artchemira.com
📝 Contact Form: Link

Please use email or the contact form for the most efficient processing of your inquiry.

2. Response Time

⏱ Standard Response Window:
We thoughtfully review every message we receive. Please allow up to 72 business hours for a personalised reply. Inquiries submitted on weekends or Swiss public holidays will be addressed on the next business day.

3. Scope of Support

🛒 Orders – Status, changes, cancellations (when possible)
📦 Shipping & Delivery – Tracking issues, delays, missing packages
🖌  Product Guidance – Materials, usage, product compatibility
🎟  Workshops & Events – Booking assistance, schedule details, availability 

4. Information Required for Support

To ensure efficient handling of your request, please include:
🔢 Order Number (if applicable)
📝 Detailed Description of the issue
📷 Supporting Evidence, such as screenshots or photos, when relevant

5. Escalation Procedure

If additional review is required:
You may escalate any unresolved matter by replying directly to our support email and requesting further assessment. If a dispute cannot be resolved, customers may contact the competent Swiss consumer protection authority for formal mediation. 

6. Privacy & Security

Data Protection:
All communications are processed in accordance with our Privacy Policy. Personal information is used solely to address your inquiry and is handled securely in compliance with Swiss data protection regulations.