Customer Service Policy

We're Here To Help

Your satisfaction is the only metric that matters to us. Our customer service team is made up of real people who know our products inside out, and who would rather solve your problem than close a ticket.

How To Contact Us

For all customer service inquiries, please visit our Contact page. There you will find:

• A direct message form for detailed questions
• Our phone availability hours
• Guidance on what information to include so we can help faster

To speed things up, please have your order number ready, along with any relevant photos if your question concerns a damaged or incorrect item.

Response Time

Our Commitment

We aim to respond to all inquiries within 24-48 hours during business days. Many messages are answered considerably sooner.

How We Prioritize

• Urgent: Delivery problems, damaged items, payment issues, order cancellation requests.
• Standard: Sizing questions, product information, returns and exchanges.
• General: Feedback, partnership and media inquiries.

If your matter is time-sensitive, please say so clearly in your message and we will prioritize it accordingly.

Outside Business Hours

Messages received outside business hours, on weekends or on public holidays are queued and addressed on the next business day, in the order they were received.

What We Can Help With

Orders & Delivery

• Order status and tracking updates
• Changing a shipping address or delivery instructions
• Cancelling or modifying an order before it ships
• Investigating delayed, lost or damaged parcels

Products & Sizing

• Fit advice and size recommendations based on your measurements
• Fabric, care and construction questions
• Color and availability inquiries
• Help building a multipack or bundle

Returns & Refunds

• Starting a return or exchange
• Providing prepaid return labels
• Refund status and timelines
• Store credit and gift card questions

Account & Payment

• Account access and password resets
• Payment failures and billing questions
• Promotional code and discount issues
• Updating saved addresses and preferences

Feedback & Ideas

We read every piece of feedback we receive. If something about our product or service could be better, tell us — a surprising number of our improvements started as a customer suggestion.

Order Modifications

Change Of Address

If you need to update your shipping address, contact us immediately. We can amend it free of charge while your order is still in processing. Once the parcel has been handed to the carrier, changes may no longer be possible, and we will help you with the next best option.

Adding Items

We cannot add items to an existing order once it has been placed. The simplest solution is to place a new order — free shipping applies to it as well.

Cancellations

Contact us as soon as possible if you wish to cancel. We will do everything we can to stop the order before it ships and issue a full refund.

Product Support

Fit Guidance

If you are unsure about sizing, send us your height, weight, chest measurement and how you like your shirts to fit — relaxed or fitted — and we will recommend the size that most customers with your measurements found right.

Care & Maintenance

Questions about washing, drying, shrinking or pilling? We will tell you exactly how to care for each fabric so your shirts last as long as possible.

Restocks & New Colors

If your size or color is sold out, ask us. We can tell you whether a restock is planned and notify you when it lands.

Complaints

We Take Them Seriously

If you are dissatisfied with our products or our service, please let us know. A complaint is not an inconvenience to us — it is information we can act on.

How We Handle It

1. Acknowledge: We confirm receipt and let you know we are looking into it.
2. Investigate: We review your order history, correspondence and, where relevant, the product itself.
3. Resolve: We propose a fair solution — replacement, refund, store credit or another remedy we agree on together.
4. Follow Up: We check that the resolution actually worked for you.
5. Improve: We feed recurring issues back into product and process changes.

Escalation

If you feel your complaint has not been resolved fairly, you may request that it be reviewed by a senior member of our team. We will not leave a genuine problem unresolved.

Our Promise To You

• Honest Communication: No scripts, no deflection, no promising things we cannot deliver.
• Fair Solutions: If we got it wrong, we will fix it at our cost, not yours.
• Respect For Your Time: Quick answers, minimal repetition, no passing you between departments.
• Real Accountability: Every interaction is owned by a named person on our team.
• Continuous Improvement: Your feedback directly shapes our products and our service.

Accessibility Of Support

If you need assistance in a format other than email — for example, larger print, or additional time to respond — let us know and we will accommodate you. Service should never be harder to reach than the product itself.

Business Hours

Our customer service team operates during standard business hours, Monday through Friday, excluding public holidays. Messages sent outside these hours are answered on the next business day. Current availability is listed on our Contact page.