Edhardyorigisals Customer Service Policy

At Edhardyorigisals, we believe exceptional customer service is as essential as the quality of our clothing. Our policy is rooted in transparency, respect, and a commitment to resolving your concerns quickly—so you can shop with confidence, knowing we’re here to support you every step of the way. Below, we outline the key details of our customer service commitments, processes, and support channels.

1. Our Core Service Commitments

We stand by these promises to ensure your experience with Edhardyorigisals is positive, fair, and stress-free:

  • Responsive Support: We aim to acknowledge all customer inquiries within 24 business hours (Monday–Friday, excluding public holidays) and resolve issues as efficiently as possible.
  • Transparent Communication: We’ll provide clear, honest information about product availability, sizing, shipping timelines, returns, and any delays—no hidden details or vague updates.
  • Fairness First: We treat every customer with equal care, whether you’re making your first purchase or you’re a long-time member of our community.
  • Empathy-Driven Help: Our team understands that fashion-related issues (e.g., ill-fitting clothes, shipping mishaps) can be frustrating—we’ll listen to your concerns and work toward solutions that meet your needs.

2. How to Reach Us

For questions, feedback, or assistance, use the channel that works best for you:

  • Primary Support: Email us at [email protected] (our most reliable channel for detailed inquiries, returns, or complaints). Include your order number (if applicable) and a clear description of your issue to help us respond faster.
  • Order Updates: Track your order directly through our website’s “Track Order” page (enter your order number and email address) for real-time shipping information—no need to wait for a response.
  • Feedback & Suggestions: We welcome input on how we can improve! Email us at the same support address, or leave a message in the “Contact Us” form on our website—we review all feedback regularly.

3. Sizing & Product Inquiries

We want you to love how your Edhardyorigisals clothes fit and look, so we offer detailed support for sizing and product questions:

  • Sizing Guides: Each product page includes a “Size Guide” with measurements (bust, waist, hips, length) for that specific style. If you’re unsure, email us with your measurements and preferred fit (e.g., “slim” vs. “relaxed”), and our team will recommend the best size.
  • Product Details: Need more info about fabric care, color accuracy, or design details (e.g., “Is this jacket water-resistant?”)? Reach out, and we’ll share specific details to help you make an informed decision.
  • Color & Fit Discrepancies: While we strive to display product colors and fits accurately online, lighting and screen settings may cause slight differences. If your item arrives and doesn’t match the online description, refer to our Returns & Exchanges section below for next steps.

4. Returns & Exchanges

We understand that sometimes a piece just isn’t right—and we make returns/exchanges simple:

  • Eligibility: Items must be returned within 30 days of delivery, in their original condition (unworn, unwashed, tags attached, no damage or stains), and in their original packaging. Final-sale items (marked as “Final Sale” on the product page) are not eligible for returns or exchanges.
  • Return Process:
  1. Email [email protected] with your order number, the item(s) you want to return, and the reason for return (e.g., “wrong size,” “color mismatch”).
  2. We’ll send you a pre-paid return label (for domestic orders) and step-by-step instructions within 24 hours.
  3. Ship the item back to us—we’ll confirm receipt within 3–5 business days of delivery to our warehouse.
  4. Once we verify the item is eligible, we’ll process your refund (to your original payment method) or send your exchanged item within 5–7 business days.
  • Refund Timelines: Refunds typically take 3–10 business days to appear in your account, depending on your bank or payment provider.
  • International Returns: For international orders, we’ll provide a return address, but customers are responsible for return shipping costs. We recommend using a trackable shipping service to ensure your item reaches us.

5. Shipping & Delivery Issues

We work with trusted carriers to ensure your order arrives on time, but if issues arise (e.g., lost packages, delayed delivery), we’ll help resolve them:

  • Lost or Stolen Packages: If your tracking shows your order was delivered but you haven’t received it, contact us within 7 days of the “delivered” date. We’ll file a claim with the carrier and either send a replacement (if in stock) or issue a full refund—whichever you prefer.
  • Delayed Delivery: If your order is delayed beyond the estimated delivery date (listed on your order confirmation), email us for an update. We’ll investigate with the carrier and keep you informed until your order arrives.
  • Incorrect or Damaged Items: If you receive the wrong item or a damaged item, notify us within 48 hours of delivery (include photos of the item and packaging) . We’ll send a replacement for free (no need to return the incorrect/damaged item) or issue a full refund—your choice.

6. Privacy & Data Protection

Your trust matters to us, so we protect your personal information (e.g., name, email, payment details) in line with global privacy standards (including GDPR for EU customers). We will never share your data with third parties without your explicit consent, and we only use your information to process orders, provide support, and send you updates (if you opt in to our newsletter). You can request access to or deletion of your data at any time by emailing our support team.

7. Updates to This Policy

We may update this Customer Service Policy occasionally to reflect changes in our processes, laws, or customer needs. Any updates will be posted on this page with a “Last Updated” date at the top—we recommend checking back periodically for the latest information.

If you have any questions about this policy, or if you need help with an order, don’t hesitate to reach out to [email protected]. We’re here to make your Edhardyorigisals experience the best it can be.