Customer Service Policy for Off-White
At Off-White, we are committed to providing exceptional customer service to ensure your shopping experience is seamless, satisfying, and memorable. This Customer Service Policy outlines our approach to supporting you, the channels available for assistance, and the standards you can expect when interacting with our team.
1. Our Commitment
We strive to deliver customer service that is responsive, helpful, and respectful. Our team is dedicated to addressing your inquiries, resolving issues, and ensuring you feel valued at every step of your journey with Off-White. Whether you have questions about products, orders, shipping, returns, or anything else, we are here to assist.
2. Service Channels
You can reach our customer service team through the following channel:
- Email: Send your inquiries to [email protected]. This is our primary channel for support, and we ensure all messages are reviewed and addressed promptly.
3. Service Hours
Our customer service team operates during the following hours (Eastern Standard Time, EST):
- Monday to Friday: 9:00 AM – 8:00 PM
- Saturday: 10:00 AM – 6:00 PM
- Sunday and major holidays: Closed
Emails sent outside of service hours will be addressed on the next business day.
4. Scope of Support
Our customer service team is ready to assist with a wide range of topics, including but not limited to:
- Product Inquiries: Information about product details, sizing, materials, availability, or care instructions.
- Order Assistance: Help with placing orders, modifying or canceling orders (where possible), tracking order status, or updating shipping/billing information.
- Shipping and Delivery: Questions about shipping timelines, tracking packages, delivery issues (e.g., undelivered, damaged, or lost packages), or customs/duties for international orders.
- Returns and Refunds: Guidance on initiating returns, checking refund status, or resolving issues with return processing.
- Account Support: Assistance with creating or accessing your account, resetting passwords, or updating account information.
- Feedback and Complaints: We welcome your feedback to improve our services. If you have a complaint, we will work to resolve it fairly and efficiently.
5. Response Time
We aim to respond to all email inquiries within 24 business hours of receipt. For urgent matters (e.g., order errors, damaged items), we prioritize responses to ensure timely resolution. Please include your order number (if applicable) in your email to help us assist you more quickly.
6. Issue Resolution Process
- Step 1: Submit Your Inquiry: Send a detailed message to [email protected], including relevant information (e.g., order number, product details, photos of issues).
- Step 2: Initial Response: Our team will acknowledge your inquiry within 24 business hours and gather any additional information needed.
- Step 3: Investigation and Resolution: We will investigate your issue thoroughly and provide a clear solution or update within a reasonable timeframe. For complex issues (e.g., lost packages, refund disputes), this may take 3–5 business days, but we will keep you informed of progress.
- Step 4: Follow-Up: After resolving your issue, we may follow up to ensure you are satisfied with the outcome.
7. Language Support
Our customer service team primarily provides support in English. For inquiries in other languages, we will make every effort to assist, but response times may be slightly longer.
8. Confidentiality
We respect your privacy and treat all personal information shared with our customer service team in accordance with our Privacy Policy. Your data will only be used to address your inquiry and will not be shared with third parties without your consent.
9. Changes to This Policy
We may update this Customer Service Policy to reflect improvements in our services or changes in operational needs. Any updates will be posted on this page with a revised “Effective Date.” Your continued use of our website or services constitutes acceptance of the updated policy.
10. Contact Us
For any questions, concerns, or assistance, please reach out to our customer service team at: