Customer Service Policy

This Customer Service Policy explains how we support our customers before, during, and after a purchase. It applies to all interactions you have with us. By using our website, you agree to the terms described in this policy. We encourage you to read it carefully. If you have questions, please contact us through the Contact page.

Our Service Commitment

We are committed to providing responsive, respectful, and effective customer service. We believe that questions deserve answers from real people. We do not use scripted chatbots to handle complex issues. When you contact us through the Contact page, you reach a team that can actually help. We aim to respond promptly, though response times may vary during peak periods. We ask for your patience and your clear communication. The more information you provide, including your order number and a description of the issue, the faster we can resolve it.

How to Contact Us

The primary way to reach us is through the Contact page on our website. Please use the form provided there to submit your question or issue. Include your order number if your question relates to a specific order. Include a clear description of the issue, including what you expected and what happened. Include photographs if your issue relates to damage, defects, or incorrect items. The more detail you provide, the faster we can help. We do not provide customer service through social media direct messages for order-specific issues. We do not provide customer service through third-party platforms. Using the Contact page ensures that your request is tracked and routed to the right team.

Response Times

We aim to respond to all inquiries within a reasonable period. During normal periods, responses are typically faster. During peak periods, including major promotions and holiday seasons, responses may take longer. We do not guarantee a specific response time. We do prioritize urgent issues, including damaged items, incorrect orders, and delivery problems. If your issue is urgent, please state that clearly in your message. We will do our best to prioritize accordingly.

Scope of Support

We provide support for a wide range of topics. These include questions about products, sizing, fabric, care instructions, order status, shipping, tracking, delivery issues, returns, refunds, and account management. We also provide support for issues related to damaged items, defective items, incorrect items, and lost packages. We do not provide support for issues unrelated to our products or website. We do not provide legal, medical, or financial advice. We do not mediate disputes between customers. We do not provide support for products purchased from other sellers or websites.

Order Support

For order-related questions, please include your order number. We can help with order status, tracking information, delivery estimates, address changes before shipment, cancellation requests before shipment, and order modifications before shipment. Once an order has shipped, we may not be able to change the address or cancel the order. In those cases, you may need to follow our return process after delivery. We will explain your options clearly and help you choose the best course of action.

Shipping Support

For shipping-related questions, we can help with tracking issues, delivery delays, lost packages, and damaged packages. If tracking has not updated for an extended period, contact us and we will investigate with the carrier. If a package is marked as delivered but you cannot find it, we will help you file a claim and work with the carrier. If a package is damaged in transit, we will arrange a replacement or refund, subject to verification. We will keep you informed throughout the process.

Return and Refund Support

For return and refund questions, we can explain eligibility, initiate the return process, provide return instructions, and track your refund. We can help you determine whether your item qualifies for a return. We can explain the refund timeline and method. We can help resolve issues if your return is delayed or if your refund does not arrive. We aim to make the return and refund process as simple and transparent as possible.

Product Support

For product questions, we can explain fabric composition, fit, sizing guidance, care instructions, and styling suggestions. We can help you choose the right size based on your body and preferences. We can explain how our products compare to other items you may own. We can provide care instructions to help your products last longer. We can answer questions about color, availability, and restocking. If a product is out of stock, we can let you know when it may be available again, subject to availability.

Account Support

For account-related questions, we can help with account creation, login issues, password resets, and account updates. We can help you update your email address, shipping address, and communication preferences. We can help you delete your account, subject to legal and operational requirements. We can explain how we use your information and how you can exercise your privacy rights. For privacy-related requests, please refer to our Privacy Policy and contact us through the Contact page.

Feedback and Complaints

We welcome feedback, including complaints. If you are unhappy with a product, a service, or an interaction, please tell us. We use feedback to improve our products, our processes, and our customer service. If you have a complaint, please provide as much detail as possible, including your order number, the nature of the issue, and what resolution you are seeking. We will review your complaint and respond with a proposed resolution. If we cannot resolve the issue to your satisfaction, we will explain our reasoning and any options available to you.

Abusive or Fraudulent Behavior

We are committed to respectful service. We do not tolerate abusive, threatening, or harassing behavior toward our team. We do not tolerate fraudulent claims, including false claims of non-delivery, false damage claims, and repeated abuse of return policies. If we believe a customer is engaging in abusive or fraudulent behavior, we may limit or terminate service, cancel orders, refuse returns, or take other appropriate action. We do not take these actions lightly. We only act when we believe there is a genuine risk of abuse.

Communication Preferences

You can choose how we communicate with you. You can opt out of marketing emails by following the unsubscribe instructions in our emails or by contacting us through the Contact page. You cannot opt out of transactional emails, such as order confirmations, shipping notifications, and refund confirmations, because these are necessary to fulfill your order and comply with legal requirements. You can update your communication preferences by contacting us. We do not share your contact information with third parties for their own marketing purposes.

Service Limitations

We provide customer service in English. We may not be able to provide support in other languages. We provide support during our operating hours, which may not align with your time zone. We do not provide in-person support. We do not provide phone support unless explicitly stated. We do not provide support through third-party platforms. We do not guarantee that every issue can be resolved to your complete satisfaction. We do guarantee that we will listen, investigate, and respond in good faith.

Policy Updates

We may update this Customer Service Policy from time to time to reflect changes in our operations, legal requirements, or customer needs. The version posted on our website is the current version. We encourage you to review it periodically. Your continued use of our website and placement of orders after an update constitutes acceptance of the updated policy. If you do not agree with an update, please do not place an order.

Contact and Support

For all customer service questions, please contact us through the Contact page. Please include your order number and a clear description of your question or issue. We aim to respond promptly, though response times may be longer during peak periods. We appreciate your patience and your detailed communication. The more information you provide, the faster we can help.