Customer Service Policy of Everlano

At Everlano (“we,” “us,” or “our”), we believe exceptional customer service is as important as the quality of our products. This Customer Service Policy outlines how we support you—from pre-purchase questions to post-delivery assistance—ensuring a smooth, transparent, and helpful experience every step of the way. For any support needs, our team is here to help via our primary contact channel: [email protected].

1. Our Commitment to You

Our customer service team is guided by three core principles:

  • Transparency: We provide clear, honest answers to your questions—whether about product details, shipping timelines, or refunds. No jargon, no vague responses.
  • Timeliness: We prioritize quick, efficient support to resolve your concerns without unnecessary delays.
  • Empathy: We understand that shopping online can come with uncertainties (e.g., sizing doubts, delivery questions), and we approach every interaction with patience and care.

Our goal is to ensure you feel valued and supported, whether you’re a first-time shopper or a loyal Everlano customer.

2. What We Support: Service Coverage

We assist with a wide range of needs related to your Everlano experience, including but not limited to:

2.1 Pre-Purchase Support

  • Product Inquiries: Details about sizes, colors, fabrics, care instructions, or availability (e.g., “Does this dress run true to size?” or “Is this jacket available in black?”).
  • Order Guidance: Help with navigating the Website, adding items to your cart, using discount codes, or understanding checkout steps.
  • Size & Fit Assistance: Recommendations based on our Size Guide (if available) or personal style preferences (e.g., “I prefer a loose fit—should I size up?”).

2.2 During-Purchase Support

  • Payment Issues: Troubleshooting failed payments, verifying transaction status, or explaining billing charges (e.g., “Why was my card declined?” or “I see a double charge—what should I do?”).
  • Order Modifications: Helping update shipping addresses, remove items from an order, or cancel an order (if it hasn’t been processed—see our Terms of Purchase for details).

2.3 Post-Delivery Support

  • Shipping & Tracking: Assisting with tracking your order (e.g., “My tracking number isn’t working”), investigating delayed deliveries, or resolving missing/lost orders (see our Shipping Policy for details).
  • Returns & Refunds: Guiding you through the return process, approving return requests, or updating you on refund status (e.g., “When will I receive my refund?”—see our Refund Policy for details).
  • Product Issues: Addressing defective, damaged, or incorrect products (e.g., “The zipper on my jacket is broken”) and arranging replacements, refunds, or repairs.
  • Account Help: Assisting with logging into your Account, resetting passwords, updating personal information (e.g., email address, phone number), or resolving Account-related errors.

3. Contact Channels & Response Times

Currently, our primary (and most efficient) customer service channel is email—we’ve optimized this to ensure you get detailed, personalized support.

3.1 Email Support

  • Contact Email: [email protected]
  • What to Include: To help us assist you quickly, please include:
  • Your full name (as it appears on your Account or order).
  • Your order number (if applicable—found in your Order Confirmation Email).
  • A clear, detailed description of your issue or question (e.g., “Order #12345: My dress arrived with a tear on the sleeve—I want to request a replacement”).
  • Photos/videos (if applicable—e.g., for defective products or incorrect items) to help us resolve the issue faster.
  • Response Times:
  • Standard Inquiries: We aim to respond to all emails within 1–2 business days (excluding weekends and U.S. public holidays).
  • Urgent Issues: For time-sensitive concerns (e.g., lost orders, failed payments), we prioritize responses and aim to get back to you within 24 hours (business days).
  • Peak Seasons: During busy periods (e.g., Black Friday, Christmas), response times may extend to 2–3 business days—we’ll notify you via our Website or email if this is the case, and we appreciate your patience.

3.2 Future Channels

We’re constantly looking to improve our support! In the future, we may add additional channels (e.g., live chat, phone support) to make it even easier to reach us. Any new channels will be announced on our Website and via email, with clear guidelines on how to use them.

4. How We Resolve Issues: Our Process

We follow a structured, customer-centric process to resolve your concerns efficiently:

  1. Receive & Review: When we get your email, we log your inquiry in our system and review the details (including order history, Account information, or photos) to understand the issue.
  2. Acknowledge: We send a confirmation email within 24 hours (business days) to let you know we’ve received your request and are working on it—this includes a reference number (if applicable) to track your case.
  3. Investigate: For complex issues (e.g., lost orders, defective products), we may need to coordinate with our warehouse, shipping carrier, or payment processor. We’ll keep you updated on our progress (e.g., “We’ve contacted FedEx to investigate your lost order—we’ll update you within 2 days”).
  4. Resolve & Follow Up: Once we have a solution (e.g., approving a refund, arranging a replacement), we’ll send you a detailed email with next steps (e.g., “Your refund for Order #12345 has been processed—it will appear in your account within 5–10 business days”).
  5. Follow-Up Check: For major issues (e.g., replacement orders, resolved lost packages), we may send a follow-up email 3–5 business days later to ensure the solution worked for you (e.g., “Did your replacement dress arrive in good condition?”).

5. Feedback: Help Us Improve

We value your feedback—your experience helps us refine our customer service and make Everlano better for everyone.

  • Sharing Feedback: If you have suggestions for improving our service (e.g., adding a new contact channel, speeding up response times) or want to share a positive experience, email us at [email protected] with the subject line “Feedback.”
  • Escalating Concerns: If you’re not satisfied with the resolution to your issue, you can request to escalate your case to our Customer Service Manager. Simply reply to our initial response and ask for escalation—we’ll ensure your concern is reviewed by a senior team member within 1 business day.

6. Exclusions: What We Can’t Support

While we strive to help with all Everlano-related needs, there are a few things our team cannot assist with:

  • Third-Party Issues: Problems with third-party services (e.g., your bank rejecting a payment, a shipping carrier’s internal delays) that are outside our control—we can guide you on who to contact, but we cannot resolve these directly.
  • Unauthorized Requests: Requests to modify orders that have already shipped, refund orders outside the 60-day return window, or access another customer’s Account (for privacy reasons).
  • Non-Everlano Products: Inquiries about products not purchased from our Website (e.g., items bought from a third-party retailer)—our support only applies to products sold directly by Everlano.

7. Changes to This Customer Service Policy

We may update this Customer Service Policy to reflect changes in our support channels, response times, or service offerings. When we make changes, we’ll revise the “Last Updated” date at the top of this page and post the updated policy on our Website. The revised policy will take effect immediately upon posting—we encourage you to review it periodically.

8. Final Note

Your satisfaction is our top priority. Whether you have a simple question or a complex issue, our team is here to support you every step of the way. Thank you for choosing Everlano—we’re grateful for the opportunity to serve you.

— The Everlano Customer Service Team