Edhardyoriginalsn Customer Service Policy

At Edhardyoriginalsn, we’re committed to delivering exceptional support alongside our collection of hoodies, long-sleeve T-shirts, sweatpants, and trucker hats. Whether you have questions about sizing, need help tracking an order, or want to resolve an issue with your purchase, our team is here to make your experience smooth, transparent, and satisfying. This policy outlines how we support you at every step.

1. Scope of Customer Service

Our customer service team assists with all aspects of your shopping journey, including:

Pre-purchase inquiries (e.g., size guidance for hoodies, fabric details for sweatpants, availability of trucker hat designs).
Order management (e.g., checking order status, updating shipping addresses before dispatch, canceling unshipped orders).
Shipping and tracking support (e.g., locating missing packages, interpreting tracking updates).
Returns, exchanges, and refunds (e.g., initiating return requests, troubleshooting refund delays).
Issue resolution (e.g., damaged items, incorrect shipments, defective products like a faulty hoodie zipper).

2. How to Contact Us

We offer convenient channels to reach our support team—choose the one that works best for you:

Email: Send detailed inquiries to [email protected] (preferred for complex issues like returns or damaged items). We respond within 24–48 business hours, excluding weekends and holidays. Include your order number (if applicable) and clear details (e.g., “Sweatpants size M arrived with a torn seam”) to help us assist you faster.
Account Messages: Log into your Edhardyoriginalsn account, navigate to “Help & Support,” and send a direct message. This channel is ideal for order-specific questions (e.g., tracking updates) as your account details are automatically linked.
FAQs: For quick answers to common questions (e.g., “What’s your return window?” “Do you offer size exchanges?”), visit our FAQs page on the website—updated regularly to cover top customer concerns.

3. Pre-Purchase Support

We want you to feel confident before buying, so our team provides personalized pre-purchase help:

Size Guidance: If you’re unsure about fit (e.g., whether a long-sleeve T-shirt runs small or a hoodie is oversized), email us your measurements or fit preferences—we’ll recommend the best size based on our product specs.
Product Details: Need more info (e.g., “Is this trucker hat adjustable?” “What fabric is the sweatpant made of?”)? We’ll share detailed, accurate details to help you decide.
Availability Checks: If a product shows “Out of Stock” but you want to know when it will restock, we can provide estimated restock timelines for popular items like limited-edition hoodies.

4. Order & Shipping Support

Order Status Updates: You’ll receive automated emails for order confirmation (when placed), shipping confirmation (when dispatched, with tracking links), and delivery confirmation (when received). If you don’t get these, or want real-time updates, contact us with your order number—we’ll share the latest status.
Address Changes: If you entered the wrong shipping address, email us immediately. We can update the address only if your order hasn’t shipped yet (typically within 1–2 business days of placement). Once shipped, we can’t modify addresses, but we can help you work with the carrier to redirect the package (fees may apply).
Tracking Assistance: If your tracking link isn’t updating, shows “In Transit” for longer than expected, or marks a package as “Delivered” but you haven’t received it, contact us. We’ll work with our carriers (USPS, UPS, DHL) to investigate and share updates.

5. Returns & Exchanges Support

We make returns and exchanges straightforward for unused, undamaged items (with original tags and packaging intact):

Initiating a Return/Exchange: Email [email protected] within 30 days of delivery (or 60 days if specified in our Refund Policy) with your order number and reason (e.g., “Exchange hoodie size L for M”). We’ll send a prepaid return label (for domestic orders) and step-by-step instructions. For international orders, we provide a return address, and you cover shipping costs.
Exchange Fulfillment: Once we receive your returned item (3–5 business days for domestic shipments), we’ll ship your replacement (e.g., a new trucker hat color or sweatpant size) for free (domestic) or at the standard international shipping rate.
Refund Follow-Up: If your refund is delayed beyond our stated timeline (5–10 days after processing), contact us—we’ll trace the refund with your payment provider (e.g., credit card company, PayPal) and resolve any hold-ups.

6. Issue Resolution for Damaged/Defective/Incorrect Items

If you receive a product that’s damaged (e.g., a torn sweatpant), defective (e.g., a hoodie with a broken drawstring), or incorrect (e.g., you ordered a black trucker hat but got a white one):

Report Immediately: Contact us within 48 hours of delivery—this helps us resolve the issue faster and coordinate with our warehouse.
Provide Proof: Include clear photos of the item (e.g., the damaged seam, the incorrect product next to your order confirmation) and the original packaging (if damaged during shipping). This helps us document the issue and avoid delays.
Resolution Options: We’ll offer a free replacement (matching your original order) or a full refund—your choice. In most cases, you won’t need to return the damaged/incorrect item (we may ask you to keep it for our records), so you get a solution without extra effort.

7. Service Standards & Timelines

We hold ourselves to clear standards to ensure you get timely support:

Response Time: 24–48 business hours for email and account messages. During high-volume periods (e.g., sales, holiday shipping), response times may extend slightly—we’ll post updates on the website if this happens.
Issue Resolution Time:
Pre-purchase questions: Resolved in 1–2 responses.
Order/shipping issues: Resolved within 3–5 business days (e.g., locating a missing package, updating an address).
Returns/exchanges: Processed within 5–7 business days of receiving your returned item.
Damaged/defective items: Replacements shipped or refunds processed within 3–4 business days of receiving your inquiry and photos.

8. Feedback & Improvement

We value your input—your feedback helps us improve our service and products. If you have suggestions (e.g., “It took too long to get a return label”) or want to share a positive experience, email us at [email protected] with the subject line “Feedback.” We review all feedback monthly and use it to update our processes (e.g., streamlining return requests, adding more size info to product pages).

9. Exceptions

Our customer service team can’t assist with:

Orders placed through third-party retailers (e.g., if you bought an Edhardyoriginalsn hoodie from a department store)—contact the original seller for support.
Returns/exchanges outside our stated window (e.g., a sweatpant returned 45 days after delivery, unless it’s defective).
Issues caused by improper use (e.g., a trucker hat damaged by washing it in hot water, against care instructions).

At Edhardyoriginalsn, great customer service is as important as the quality of our apparel. We’re here to support you, listen to you, and make sure every interaction with our brand leaves you feeling valued. If you ever need help, don’t hesitate to reach out.