Our goal is to provide exceptional, reliable, and transparent support to every customer—ensuring your shopping experience is seamless from browsing to post-purchase. We stand behind our products, our services, and our commitment to your satisfaction. Below is a detailed outline of our customer service standards and processes.
We believe customer service is about listening, solving problems, and treating you with respect. Whether you have a question about sizing, need help tracking an order, or want to initiate a return, our team is dedicated to providing clear, timely, and helpful assistance. We strive to make every interaction with our brand positive, and we value your trust as a customer.
We offer multiple convenient ways to reach our customer service team—choose the method that works best for you:
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Email Support: Send your inquiry to our support team (update with your email address) for detailed assistance. We aim to respond to all emails within 24-48 business hours.
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Order Tracking: Use the “Track Order” page on our website to check real-time shipment status with your order number (no need to contact support for basic tracking updates).
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FAQs: Visit our Frequently Asked Questions page for quick answers to common topics (sizing, shipping, returns, payment, etc.).
Note: Response times may be slightly extended during peak seasons (holidays, sales events), but we will prioritize urgent inquiries (e.g., defective items, missing packages) and keep you updated.
- You may request to modify your order (e.g., size, color, shipping address) or cancel it within 24 hours of placing the order. After 24 hours, orders are processed for shipment (1-3 business days dispatch window) and cannot be modified or canceled.
- To request a modification or cancellation, contact our support team with your order number and desired changes. We will confirm if the request is possible within 24 hours.
- Once your order is dispatched, you will receive a confirmation email with a tracking number. If you have not received your tracking information within 3 business days of placing your order, or if your package has not arrived within 15 business days of dispatch (beyond our estimated 6-12 business day delivery window), contact our team with your order number for an investigation.
- We are not responsible for delays caused by incorrect shipping addresses provided at checkout. Please double-check your address before completing your purchase—we can only adjust addresses before the order is dispatched.
We want you to love your purchase, which is why we offer flexible returns and exchanges in line with our refund policy:
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Returns: Eligible items can be returned within 60 days of delivery for a full refund (in USD) or exchange. Items must be unused, unwashed, and in their original condition with all tags and packaging intact.
- For non-defective items: You are responsible for return shipping costs (free shipping applies only to original orders, not returns).
- For defective, damaged, or incorrect items: We cover all return shipping costs and offer a full refund, exchange, or replacement—whichever you prefer. Please provide photos of the issue (item + packaging) when contacting support to speed up processing.
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Exchanges: If you need a different size, color, or product, contact our team to initiate an exchange. We will process your exchange once we receive and inspect your returned item (typically 3-5 business days after delivery to our warehouse). Exchanged items are shipped for free (consistent with our free shipping policy).
If you receive an item that is defective, damaged, or incorrect (wrong product, size, or color), please contact our support team within 7 days of delivery with:
- Your order number.
- Photos of the defective/damaged item and original packaging.
- A detailed description of the issue.
We will review your claim within 24-48 hours and provide a resolution: full refund (USD), free exchange, or replacement. We prioritize these inquiries to minimize inconvenience, and we will cover all associated shipping costs for defective or incorrect items.
Our product pages include detailed sizing guides, fabric descriptions, and care instructions to help you make informed choices. If you need additional guidance (e.g., fit recommendations for specific body types or activities), our support team is happy to assist. We recommend checking the sizing guide before purchasing, but we understand mistakes happen—our return/exchange policy is designed to accommodate sizing issues.
- All payments are processed in USD (United States Dollars) via secure third-party payment providers (e.g., PayPal, credit card processors). If you encounter payment errors or have questions about charges, contact our team with your payment details (last 4 digits of the card, transaction ID) for assistance.
- Refunds are processed within 5-10 business days after we approve your return. Refunds are credited to your original payment method, and bank processing times (3-7 business days for credit cards, 1-3 business days for PayPal) may apply. We will send a refund confirmation email once the process is initiated.
We value your feedback—positive or negative—as it helps us improve. If you are dissatisfied with our products or services, please contact our team directly with details of your concern. We will investigate the issue promptly, apologize for any inconvenience, and work to find a fair resolution (e.g., refund, replacement, or compensation) within 48 hours of receiving your feedback.
- We cannot accept returns or exchanges for custom-made items (unless defective) or final-sale/clearance items (unless faulty).
- We are not liable for delays caused by external factors (e.g., customs processing, weather events, courier disruptions) that are beyond our control, but we will assist you in tracking and resolving issues related to such delays.
- We reserve the right to refuse service to customers who abuse our policies (e.g., excessive returns, fraudulent claims).
We are here to help, and we appreciate your patience and understanding. Thank you for choosing our brand—your satisfaction is our top priority.
