Customer Service Policy for OffWhitea

At OffWhitea, we believe that exceptional customer service is the cornerstone of a positive shopping experience. Our dedicated customer service team is committed to assisting you with any questions, concerns, or issues you may have, ensuring your journey with us is smooth and satisfying.

Scope of Service

Our customer service team is here to support you with a wide range of inquiries, including but not limited to:

  • Order status and tracking information
  • Questions about product details, sizing, materials, or availability
  • Assistance with the checkout process or payment issues
  • Guidance on returns, refunds, and exchanges (in line with our Return and Refund Policies)
  • Help with account management, such as updating personal information or resetting passwords
  • Feedback or suggestions regarding our website, products, or services

Communication Channels

The primary way to reach our customer service team is via email:

We aim to provide a comprehensive and timely response through this channel, ensuring all your queries are addressed thoroughly.

Response Time

We strive to respond to all email inquiries within 24-48 business hours. Please note that during peak periods, such as sales events or holidays, response times may be slightly extended, but we will make every effort to get back to you as soon as possible.

Issue Resolution

Our team is dedicated to resolving your issues efficiently and fairly. When you contact us with a problem, we will:

  1. Acknowledge receipt of your inquiry promptly.
  2. Gather any necessary information to understand the issue fully.
  3. Work diligently to find a solution that aligns with our policies and meets your needs.
  4. Keep you informed throughout the resolution process, providing updates as needed.

Language Support

Our customer service communications are conducted in English to ensure clarity and consistency. If you require assistance in another language, we recommend using a translation tool to help convey your inquiry, and our team will do their best to assist you.

Feedback

We value your feedback, as it helps us improve our services and products. Whether you have a compliment, a complaint, or a suggestion, please feel free to share it with us via [email protected]. All feedback is reviewed by our team, and we take actionable steps to address areas for improvement.

Commitment to Respect

Our customer service team is trained to interact with you in a respectful, courteous, and professional manner. We expect the same level of respect from our customers when communicating with our team. Any abusive, threatening, or inappropriate behavior will not be tolerated.

If you need assistance, don’t hesitate to reach out to us at [email protected]. We’re here to help make your experience with OffWhitea a great one.