This Customer Service Policy explains how to reach us, what to expect when you do, and how we handle the questions, problems, and requests that come through. We have written it because customer service is not a department bolted onto a store, it is the store, and you deserve to know what kind of experience you are signing up for.
The primary way to reach us is through the Contact page on this website. Messages submitted there are directed to a real person who reads them and responds. We do not use a maze of automated menus, we do not require you to call a phone number during narrow business hours, and we do not hide our contact information behind a chatbot that cannot solve anything. The Contact page is the front door, and it is always open.
When you contact us, include as much relevant detail as you can. For order-related questions, include your order number or the email address used at checkout. For returns, include the items you wish to return and whether you prefer a refund or an exchange. For shipping questions, include your tracking number if you have one. For product questions, include the item and your sizing or fit concern. The more context you provide, the faster and more accurately we can help. This is not a bureaucratic requirement. It is simply how a small team resolves issues efficiently.
We aim to respond to all inquiries within a reasonable time, and in most cases within one to two business days. During unusually busy periods, such as major promotional events or holiday seasons, responses may take slightly longer. We will not leave you wondering whether your message was received. If you have not heard back within a few days, send a follow-up through the same channel, and reference your original message. Duplicate messages do not slow things down. Silence does.
We handle a range of common requests. If your order has not arrived, we will check tracking, open a carrier inquiry if needed, and keep you informed. If your order arrived damaged or incorrect, we will arrange a replacement or refund at no cost to you. If you need to return something, we will provide instructions and process the refund within the stated window. If you have a sizing question, we will give you a direct recommendation rather than a vague suggestion to consult a chart. If you have a question about duties, taxes, or fees, we will confirm that those are covered and that you owe nothing beyond the checkout price.
We do not outsource difficult conversations. If something went wrong, we want to hear about it directly, and we want the chance to fix it. We would rather solve a problem than have you quietly decide never to return. That means we will not deflect, we will not blame the carrier without taking responsibility, and we will not hide behind policy language when a commonsense resolution is available. Policies exist to set expectations, not to give us an excuse to avoid helping.
We ask for the same respect in return. We are happy to help with any legitimate issue, and we will go out of our way to make things right. What we cannot do is absorb abuse, threats, or demands that fall outside the terms you agreed to at purchase. We will always be polite, and we ask that you be polite as well. A calm message gets a faster and better resolution than an angry one, every time.
If you are unsure whether something is covered by a policy, contact us before assuming it is not. Many things that seem like they might be exceptions are actually straightforward. If you are unsure whether you are still within the return window, ask. If you are unsure whether a fee applies, ask. If you are unsure whether we ship to your location, ask. The cost of asking is a short message. The cost of assuming is often a worse outcome for everyone.
We also welcome feedback that is not about a problem. If a product worked well for you, we are glad to hear it. If a product could be better, we want to know that too. Feedback about fit, fabric, sizing, and durability directly informs what we refine and what we keep. You are not shouting into a void. The messages that come through the Contact page are read, considered, and used.
We do not use this policy to limit your statutory rights. Nothing here overrides rights you have under applicable consumer protection law. Where this policy and the law conflict, the law prevails. Where this policy is silent, we aim to act in your interest. If you have a question about your rights or about anything covered in this policy, contact us and we will answer honestly.
