Customer Service Policy for Reformatios

At Reformatios, we believe exceptional customer service is as integral to our mission as sustainable fashion. We’re committed to supporting you at every step of your shopping journey—from answering questions about our eco-friendly products to resolving post-purchase concerns—with transparency, empathy, and efficiency. This policy outlines how we deliver support and how you can connect with our team.

1. Our Service Commitment

We strive to make your experience with Reformatios seamless and positive, whether you’re exploring our sustainable clothing and accessories, placing an order, or seeking help with a return. Our core service principles include:

  • Sustainability-Aligned Support: We’ll share detailed information about our materials (e.g., organic cotton, recycled polyester), production processes, and eco-friendly practices to help you make informed, conscious choices.
  • Timely Responses: We prioritize addressing your inquiries quickly, without compromising on quality or clarity.
  • Fair Resolution: For issues like order delays, product concerns, or returns, we’ll work with you to find a solution that aligns with our policies and your needs.

2. Service Scope: What We Can Help With

Our customer service team is here to assist with a wide range of needs related to your Reformatios experience:

  • Pre-Purchase Inquiries: Details about product sizing, materials, care instructions, availability, and sustainable features (e.g., “Is this sweater made from recycled materials?”).
  • Order Support: Tracking your package, updating shipping addresses (within 24 hours of order placement), checking order status, and resolving payment-related issues (e.g., rejected payments, duplicate charges).
  • Returns & Refunds: Guiding you through the return process, confirming return approval, updating refund status, and addressing questions about our 60-day return policy or 5–10 day refund timeline.
  • Sustainability Questions: Information about our ethical production partners, carbon-neutral shipping practices, zero-waste packaging, and how we measure our environmental impact.
  • Feedback & Concerns: Listening to your feedback (positive or constructive) and addressing concerns about products, services, or your overall experience.

3. Contact Channels & Response Times

We offer a primary contact channel to ensure focused, efficient support—with clear timelines for responses:

3.1 Email Support (Primary Channel)

The best way to reach our team is via email at [email protected]. Include your order number (if applicable), full name, and a detailed description of your request to help us assist you faster.

  • Response Timelines:
  • For general inquiries (pre-purchase questions, sustainability details): We aim to respond within 1–2 business days.
  • For urgent issues (order delays, payment problems, return approvals): We prioritize these and aim to respond within 24 business hours.
  • Business days exclude weekends (Saturday, Sunday) and major public holidays (e.g., Christmas, Thanksgiving)—responses may be delayed slightly during these periods, and we’ll notify you of extended timelines on our website if needed.

3.2 Additional Support (Coming Soon)

We’re working to expand our support channels to better serve you. Future options may include live chat (for real-time pre-purchase help) and a detailed FAQ page (to answer common questions instantly). Updates will be posted on our website and announced via email to our community.

4. How We Handle Common Issues

To ensure consistency and fairness, we follow clear processes for resolving common customer concerns:

4.1 Order Delays

If your order is delayed beyond our stated 1–3 day processing time or 6–12 day delivery window:

  1. First, check your shipping confirmation email for tracking updates (tracking may take 1–2 days to activate).
  2. If tracking shows no progress or your order hasn’t arrived after 12 business days, contact us at [email protected] with your order number.
  3. We’ll investigate the delay (e.g., coordinating with our carrier) and offer a solution—such as a refund, replacement, or discount on your next order—within 1–2 business days of your inquiry.

4.2 Product Concerns (Damaged/Defective Items)

If you receive a damaged, defective, or incorrect item:

  1. Contact us within 7 calendar days of delivery with your order number and clear photos of the issue (e.g., a tear in fabric, wrong size tag).
  2. We’ll approve a free return (with a prepaid label) and offer a full refund, replacement, or store credit—whichever you prefer.
  3. We’ll also use your feedback to improve our quality control processes, ensuring we uphold our standards for sustainable, well-crafted products.

4.3 Return/Refund Follow-Up

If you haven’t received your refund within 10 business days of us receiving your return:

  1. Contact us with your order number and return tracking number (if available).
  2. We’ll verify the return status and expedite the refund if it’s stuck in processing.
  3. We’ll also share details about your payment provider’s typical processing times (2–5 days) to set clear expectations.

5. Our Promise to You

At Reformatios, we view our customers as part of our sustainability mission. We’re committed to:

  • Treating every customer with respect and empathy, regardless of the issue.
  • Being transparent about our policies and limitations (e.g., “We can’t modify orders after 24 hours, but here’s how we can help instead”).
  • Learning from your feedback to improve our products and services—we regularly review customer inquiries to identify areas for growth.

6. Contact Us

For any questions, concerns, or feedback, reach out to our customer service team at [email protected]. We’re here to help you wear sustainability with confidence.