Customer Service Policy

This Customer Service Policy explains how we support customers, how you can reach us, what you can expect from us, and what we ask of you in return. It applies to all customers and all orders. Our aim is to make support accessible, responsive, and useful, so that questions are answered and problems are solved rather than left to linger. Whether you need help before buying, during delivery, or after receiving your order, we want you to know how to get in touch and what to expect.

How to reach us. The primary way to reach our customer service team is through the Contact page on our store. The Contact page provides the current channel for submitting inquiries. Please use that channel for all support requests, including questions about products, sizing, orders, shipping, duties, returns, refunds, privacy, and terms. Using the Contact page helps us route your message to the right place and maintain a record of the conversation so that you do not have to repeat yourself. If you contact us through another channel, we may redirect you to the Contact page to ensure your request is handled properly.

What to include in your message. To help us help you quickly, include your order number where applicable, the email address used for the order, a clear description of your question or issue, and any relevant details such as tracking information, photographs of damaged items, or screenshots of an error. The more context you provide, the faster we can understand the situation and respond meaningfully. If your inquiry concerns a specific item, include the item name or a link to the product page. If your inquiry concerns a return, let us know whether you are seeking a refund or an exchange so we can guide you accordingly.

Response times. We aim to respond to inquiries as quickly as reasonably possible. Response times can vary depending on the volume of requests, the complexity of the issue, and the time of day or week when your message is received. Messages received on weekends or public holidays may be handled on the next business day. If your matter is urgent, say so clearly in your message so we can prioritize appropriately. We appreciate your patience during peak periods and will do our best to keep you informed if a response takes longer than usual.

Scope of support. Our customer service team can help with product questions, sizing guidance, order status, tracking, shipping and delivery issues, duties and import questions, return and refund requests, account-related questions, privacy inquiries, and general feedback. We can also help clarify our policies if anything is unclear. We cannot provide medical, legal, or financial advice, and we cannot make promises that conflict with our published policies. Where a request falls outside our scope, we will tell you clearly and, where possible, point you toward a more appropriate resource.

Order issues and resolutions. If something goes wrong with an order, contact us through the Contact page as soon as you become aware of the issue. Common issues include delays, tracking problems, damaged items, missing items, incorrect items, and delivery failures. We will investigate and work toward a fair resolution in line with our Shipping Policy and Refund Policy. Please retain packaging and documentation where relevant, as this helps resolve matters more quickly. We ask that you give us the opportunity to resolve the issue before pursuing other remedies, because most problems can be solved directly once we understand them.

Returns and refunds support. If you need help with a return or refund, contact us through the Contact page and we will guide you through the process. We will explain eligibility, return instructions, and expected refund timing. Refunds typically complete within five to ten days after we receive and inspect your return. If you have not seen your refund within the expected window, contact us and we will investigate. Our goal is to make the process clear and to keep you informed at each stage.

Communication preferences. We may contact you about your order, your account, or your inquiries using the contact details you provide. We may also send marketing communications where you have opted in or where permitted by law, and you can opt out of marketing at any time using the unsubscribe instructions in those messages or by contacting us through the Contact page. Please note that even if you opt out of marketing, we may still need to contact you about transactional matters such as order confirmations, shipping updates, and refunds.

Feedback and complaints. We welcome feedback, including complaints, because it helps us improve. If you have a concern, contact us through the Contact page and describe the issue clearly. We will review it, respond, and take appropriate action. If you are dissatisfied with a resolution, let us know and we will review the matter further where possible. We would rather hear about a problem and have a chance to fix it than have you leave quietly and never return.

Policy coherence. This Customer Service Policy works together with our Shipping Policy, Refund Policy, Privacy Policy, Terms of Purchase, and Terms of Use. If a question is not answered here, the relevant policy page may provide more detail, and you are always welcome to contact us through the Contact page for clarification. We aim to keep our policies consistent with one another so that you are not left guessing which rule applies.

Changes to this policy. We may update this Customer Service Policy from time to time to reflect changes in how we operate or in legal requirements. The version published on this page applies to your interactions with our support team. If you have questions about customer service, contact us through the Contact page and we will be glad to help.