Customer Service Policy

Customer Service Policy

Customer Commitment

  • At Fia Jacobs, we are committed to providing exceptional customer service to all individuals who interact with our brand. Our aim is to ensure every customer enjoys a positive and personalised experience.

Communication Channels

  • Contact: Customers can reach us via direct messaging on Instagram: @fiajacobs_ for all enquiries, feedback, or assistance or through our websites contact form.

Response Times

  • Email: We strive to respond to emails within 24-48 hours, excluding weekends and public holidays.
  • Social Media: This channel is monitored daily and messages are responded to as promptly as possible.

Inquiry Handling

  • Product Information: Our customer service team provides detailed information about Fia Jacobs products, including materials, sizing, care instructions, and availability.
  • Order Support: Assistance is available for order tracking, modifications, cancellations, and returns.
  • Bespoke Services: Information and consultations for bespoke garments are provided upon request.

Complaints and Feedback

  • Procedure: Customers can submit complaints or feedback via through our website's contact form.
  • Resolution: We aim to resolve complaints swiftly and fairly, keeping customers informed throughout the process.
  • Feedback: We welcome and value customer feedback to continually improve our products and services.

Quality Assurance

  • Product Quality: Fia Jacobs guarantees the quality of our garments and accessories. Any issues with craftsmanship or materials will be addressed promptly through our returns and refunds process.

Privacy and Confidentiality

  • Data Protection: Customer information is handled in accordance with our Privacy Policy, ensuring confidentiality and security.

Continuous Improvement

  • Training: Our customer service team receives ongoing training to maintain high service standards and product knowledge.
  • Feedback Analysis: Feedback and customer interactions are analysed to identify opportunities for improvement.

Contact Information For inquiries, assistance, or feedback related to our Customer Service Policy, please contact us through our website’s contact form or email us directly at contactus@fiajacobs.com. Our team is dedicated to ensuring your experience with Fia Jacobs exceeds expectations.