Customer Service Policy

We are committed to providing responsive, respectful, and effective customer service to every person who reaches out to us. We believe that customer service is not a department but a mindset, and we apply that mindset to every interaction, whether it is a question before a purchase, a concern after a purchase, or anything in between. We aim to respond to all inquiries within a reasonable timeframe, and we ask for your patience during periods of high volume, such as seasonal peaks or promotional events, when response times may be slightly longer than usual. We handle inquiries in the order they are received, and we do not prioritize one customer over another based on the size of their order or the nature of their request. Every message is read by a person, and every response is written by a person. We do not use automated replies to resolve substantive questions, although you may receive an automatic confirmation that we have received your message. We ask that you provide as much detail as possible when reaching out, including your order number if your inquiry relates to an order, the email address used at checkout, a clear description of the issue or question, and any photographs that may help us understand the situation. This allows us to resolve your inquiry more quickly and accurately. We handle a wide range of inquiries, including questions about sizing, fit, fabric, care instructions, shipping timelines, order status, returns, refunds, and product availability. We also welcome feedback, whether positive or negative, because it helps us improve. If you are unsure whether your question falls within our scope, please reach out anyway. If we cannot help, we will do our best to point you in the right direction. We do not offer phone support at this time, as we find that written communication allows us to keep a clear record of every interaction and to serve customers across multiple time zones more effectively. We understand that some people prefer to speak with someone directly, and we appreciate your understanding of our approach. We do not use chatbots to handle customer inquiries. We believe that real conversations with real people lead to better outcomes. If you receive a response that does not fully address your concern, please let us know and we will follow up. We do not consider an inquiry closed until you are satisfied with the resolution, within reason. We do not share your personal information with third parties for customer service purposes beyond what is necessary to resolve your inquiry. If we need to involve a shipping carrier or a payment processor to resolve your issue, we will share only the information necessary for that purpose. We treat every customer with the same level of respect, regardless of the nature of their inquiry or the value of their order. We do not tolerate abusive language or behavior toward our team, and we reserve the right to discontinue communication if a conversation becomes hostile or threatening. We are here to help, and we ask that you approach us with the same courtesy that we extend to you. We do not charge for customer service. We do not require you to purchase anything to receive support. If you have a question before you buy, we are happy to answer it. If you have a concern after you buy, we are committed to resolving it. We do not outsource our customer service to third-party call centers. Our team is small, and our team is invested in the success of our customers. We do not use scripts. We respond to each inquiry individually, and we tailor our responses to the specific situation. We do not make promises we cannot keep. If we tell you we will follow up, we will follow up. If we tell you something is possible, it is possible. We do not exaggerate or mislead. We believe that trust is built through honesty, and we apply that belief to every interaction. If you have a complaint, we want to hear it. If you have a suggestion, we want to hear it. If you have a story about how one of our garments has become part of your life, we want to hear that too. We are not just here to solve problems. We are here to build relationships. Thank you for reaching out. Thank you for your patience. Thank you for being part of what we do.