Customer Support Policy

1. Our Commitment

At Houselayer, we want customers to have a clear and convenient way to ask questions about our pillow collection, purchases, and shopping experience.

This Customer Support Policy explains how to contact us and what information can help us respond to your request.

2. How to Contact Us

For assistance with products, orders, payment questions, or other store-related matters, please contact our support team by email.

Customer Support Email: help@houselayer.info

Email is our primary customer support channel. Please provide enough information for us to understand your question and identify the relevant order, if applicable.

3. Information to Include

To help us review your inquiry, please include the following details where relevant:

Your name.
Your order number, if you have placed an order.
The product name or item you are asking about.
A clear explanation of your question or concern.
Relevant photographs or supporting information when reporting a product issue.

Please do not send full payment card numbers, passwords, or other unnecessary sensitive information by email.

4. Response Times

We aim to respond to customer inquiries within 1–2 business days under normal operating conditions.

Response times may vary during weekends, public holidays, periods of high inquiry volume, or circumstances that require additional investigation.

This timeframe is an estimate rather than a guaranteed resolution period.

5. Order-Related Assistance

Our support team can help you understand order confirmations, processing updates, product information, and available options for resolving order-related concerns.

Some requests may require verification or coordination with a payment provider, shipping partner, or fulfillment service. In these situations, additional time may be needed to provide a complete response.

6. Product Questions

If you have questions about a pillow’s appearance, dimensions, materials, or care requirements, please review the relevant product listing first.

If the information you need is not available, contact us and identify the specific product so that we can review your inquiry.

Product characteristics should be assessed using the information available for the particular item rather than assumptions about all pillow products.

7. Respectful Communication

We aim to handle customer inquiries fairly and respectfully. We ask customers to provide accurate information and communicate their concerns clearly so that we can investigate them effectively.

We will handle complaints according to the circumstances of each case and any applicable consumer protection requirements.