I had an issue with my order less than a month after receiving it when the inner glass insert accidentally broke while I was cleaning it. I reached out to customer support hoping I could at least purchase a replacement insert since that wasn’t an option on the website.
Emma from support responded incredibly quickly and was so kind throughout the entire process. I sent my initial email that morning, and after Emma replied and I sent over my order number and photos, the entire issue was resolved and my replacement was already processed in less than an hour.
Even though replacements for used items fall outside their standard policy, they made a one-time exception for me, which I truly appreciated. Customer service like this is hard to find these days. The speed, kindness, and willingness to help genuinely meant a lot to me. That kind of service will absolutely keep me coming back.
I’m extremely grateful and will absolutely continue supporting this company. Thank you again, Emma and the NWTN team!