Customer Service Policy

This Customer Service Policy defines the standards, channels, scope of support, response expectations, and ground rules for all customer service interactions between our website team and shoppers visiting or purchasing goods from our online store. Every customer who uses our website and submits support inquiries agrees to follow the terms laid out within this policy. We have built our customer service framework around the core values of kindness, respect, transparency, and helpfulness. We believe strong customer service is a foundational part of the shopping experience, just as important as product quality, fair pricing and reliable delivery. Our support team is trained to assist customers with a wide range of questions, including product material details, sizing guidance, fabric characteristics, product customization options, order status checks, shipping processing timelines, global delivery estimates, customs related questions, return and refund procedure guidance, payment questions, and general website navigation help. All customer support communications are managed exclusively through the Contact page form on our website. We do not offer customer support via direct phone calls, social media private messages, third-party chat applications, or postal mail. This centralized support channel ensures every customer message is logged, tracked, assigned to the correct team member, and retained for reference throughout the resolution process. This policy explains support request submission procedures, expected response timeframes, scope of assistance, limitations of customer support, acceptable conduct for communications, order modification rules, escalation procedures, feedback handling, and how we manage customer complaints.

When you need assistance with any aspect of your shopping experience, you must submit your inquiry using the Contact page form on our website. To help our support team assist you quickly, please provide complete and accurate information when filling out the contact form. If your question relates to an existing order, include your unique order reference number, the full name used to place the order, and the email address associated with the purchase. Adding relevant details such as product names, item numbers, or photographs will help reduce back-and-forth messages and speed up problem resolution. For sizing questions, you can share your body measurements, and our team can point you toward our size charts and give general guidance on fit for sweaters, outerwear, pants, footwear and other apparel. If you are asking about personalized home decor items, you may share details about monogram options and customization possibilities through your contact form submission. All messages sent through the Contact page are received and reviewed by our customer support team during standard business working hours. Business hours exclude weekends and official public holidays.

We aim to respond to all customer support inquiries within a reasonable timeframe after submission. The typical initial response window for most messages falls within a few business days. Complex requests may require longer investigation time. Examples of complex cases include tracking down delayed international shipments, reviewing return inspection results, investigating payment processing issues, reviewing customs documentation questions, or resolving disputes related to damaged packages. When a request needs extra research, our support agent will send you an initial message to acknowledge receipt of your inquiry and inform you that additional time is needed to gather information. We will provide periodic updates for ongoing cases so you are not left waiting without communication. Response times are targets and are not legally binding guarantees. Unexpected spikes in support volume, seasonal holiday rush periods, temporary team staffing adjustments, or technical outages may cause slight delays in reply times. Our team will work diligently to catch up on messages as quickly as possible.

Our customer support team can assist you with a defined scope of support topics. We can provide detailed product information including fabric composition, care instructions, sizing specifications, product dimensions, color descriptions, and construction details for apparel and home goods. We can share information about order processing, confirm that your order is within the 1–3 business day processing window, and share estimated delivery timelines of six to twelve business days after dispatch. Our team can explain our global free shipping promise and clarify that all duties, tariffs and customs fees are fully covered by our business with no extra cost for customers. We can walk you through the sixty-day return window, the conditions items need to meet for refunds, and the five to ten business day refund processing timeline after warehouse inspection. We can help customers understand how to initiate return requests, explain what information is required for return authorization, and clarify exchange options. Support agents can also help troubleshoot basic website issues, answer questions about checkout, USD currency billing, and newsletter subscription management.

There are certain requests that fall outside the scope of our customer service team’s authority. Our support representatives cannot override our website policies, offer special discounts outside of published site promotions, approve refunds for items that fail our return inspection requirements, bypass inventory limitations, or guarantee exact delivery dates for international shipments, as global transit is subject to outside carrier and customs factors beyond our control. Support agents cannot make legal determinations, provide tax advice, or interpret the laws of your local country. We also cannot intervene with third-party payment providers or your bank to force accelerated refund posting to your account. Our team can only submit the refund request once our internal refund process is complete, and bank processing times are controlled by your financial institution. We cannot modify or cancel an order after the order has entered warehouse packing and processing, because once our team begins picking and packing goods, the order moves into our fulfillment workflow and cannot be altered. If you need to cancel or adjust an order, you must send your request through the Contact page as soon as possible after checkout, before processing begins. We will review the request and confirm whether cancellation is still possible.

All customer service communications must remain respectful and civil. We expect customers to communicate with our support team members in a polite manner. Threatening language, harassment, abusive remarks, hate speech, discriminatory comments, or excessive hostile messaging will not be tolerated. If a customer submits messages that contain abusive or threatening content, we reserve the right to pause support for that inquiry, and in extreme cases we may suspend the ability of that customer to place future orders on our website. We treat every customer with respect, and we ask for the same respect toward our support team members. Our team members work hard to assist shoppers and resolve concerns, and constructive feedback helps us improve our services.

We welcome customer feedback, suggestions and complaints. If you are unhappy with any part of your shopping experience, please submit your feedback through the Contact page. We treat complaints seriously, and every complaint will be reviewed carefully. When we receive a complaint, our team will investigate the situation fully, communicate our findings to you, and explore reasonable solutions aligned with our website policies. Customer feedback helps us improve product selection, website usability, packaging quality, shipping processes and support procedures. We use constructive feedback to make continuous improvements for all future shoppers.

We will keep records of your support messages submitted through the Contact page for the time needed to resolve your inquiry, manage returns, process refunds, and maintain service records. After the retention period ends, support records will be securely archived or deleted, consistent with our Privacy Policy. We will not share your support message content with third parties except for our authorized service partners who help us operate our support system, and all such partners are bound by data confidentiality obligations.

This Customer Service Policy may be updated at any time. Any revisions will be published on this policy page of our website. Changes to the policy apply to support inquiries submitted after the updated version is posted. Existing open support cases will continue to be handled under the policy version active when the inquiry was originally submitted. If you have any questions about this Customer Service Policy, support submission process, or what our support team can assist you with, please submit your question through our Contact page. Our customer service team is ready to receive your inquiry and provide assistance to the best of our ability within the scope of our defined service rules.