Customer Service Policy

At Noahry, we believe exceptional customer service is at the core of a great shopping experience. Our team is dedicated to supporting you at every step—from browsing our collection to post-purchase care. This Customer Service Policy outlines our commitment to addressing your needs, resolving concerns, and ensuring your satisfaction with our products and services. By engaging with our customer service team, you agree to communicate respectfully, and we commit to providing timely, transparent, and helpful assistance.

1. Our Customer Service Mission

We strive to deliver customer service that is responsive, respectful, and solution-oriented. Our goals are to:

  • Answer your questions clearly and thoroughly.
  • Resolve issues efficiently and to your satisfaction.
  • Listen to your feedback to improve our products and services.
  • Treat every customer with fairness and professionalism, regardless of the nature of your inquiry.

2. Contact Channels & Availability

We offer multiple convenient channels to reach our customer service team. Our standard service hours are Monday–Friday, 9:00 AM–6:00 PM (EST). We aim to respond to all inquiries within the timelines outlined below; response times may be slightly longer during peak periods (e.g., holidays, sales events) but will never exceed 48 business hours.

2.1 Primary Contact Channel: Email

The most efficient way to reach us is via email, as it allows our team to track your inquiry and provide detailed, personalized support.

  • Email Address: [email protected]
  • Response Time: Within 12–24 business hours for general inquiries; 24–48 business hours for complex issues (e.g., order disputes, returns processing).
  • What to Include: To ensure a quick resolution, please include your full name, order number (if applicable), contact information, and a clear description of your inquiry or concern.

2.2 Account Portal Support

If you have a Noahry account, you can manage inquiries directly through your account dashboard:

  • Navigate to “My Account” > “Help & Support” to submit a request or view the status of existing inquiries.
  • This channel also allows you to track updates on return requests, order issues, or product questions linked to your account.

3. Scope of Customer Service Support

Our team is here to assist with a wide range of inquiries and concerns related to your Noahry experience. Below are the key areas we support:

3.1 Pre-Purchase Assistance

  • Product details: Information about sizing, fabric, care instructions, style variations, and availability.
  • Sizing guidance: Recommendations to help you choose the right fit based on our size charts and product specifications.
  • Order guidance: Assistance with navigating the website, creating an account, adding items to your cart, and completing purchases.
  • Payment questions: Clarification on accepted payment methods, billing issues, and payment security.

3.2 Order & Shipping Support

  • Order status: Updates on processing, shipping, and estimated delivery times.
  • Tracking assistance: Help locating tracking information, interpreting tracking updates, or resolving tracking delays.
  • Address changes: Assistance with updating shipping addresses (if the order has not yet shipped).
  • Order modifications/cancellations: Guidance on modifying or canceling orders (subject to our Terms of Purchase).
  • Lost, stolen, or damaged packages: Support with filing carrier claims, arranging replacements, or processing refunds (per our Shipping Policy).

3.3 Returns & Refunds Support

  • Return eligibility: Verification of whether a product qualifies for a return (per our Refund Policy).
  • Return initiation: Assistance with requesting return labels and understanding return instructions.
  • Refund status: Updates on the processing of returned items and the timing of refunds.
  • Exchanges: Guidance on the exchange process (per our Refund Policy).

3.4 Account & Subscriptions

  • Account management: Help with logging in, resetting passwords, updating account information, and managing saved addresses/payment methods.
  • Newsletter subscriptions: Assistance with subscribing to or unsubscribing from our marketing emails.

3.5 Feedback & Complaints

  • Feedback submission: A dedicated channel to share your positive experiences, suggestions for improvement, or complaints.
  • Complaint resolution: A structured process to address complaints, investigate issues, and provide a fair resolution.

4. Complaint Resolution Process

We take all complaints seriously and follow a structured process to ensure they are resolved effectively:

  1. Submission: You submit a complaint via email or your account portal, including details of the issue and your desired outcome.
  2. Acknowledgment: We confirm receipt of your complaint within 24 business hours and assign it to a dedicated team member.
  3. Investigation: Our team reviews the details of your complaint, including order records, communication history, and relevant policies. If additional information is needed from you, we will reach out promptly.
  4. Resolution: We provide a proposed resolution within 48–72 business hours of receiving all necessary information. Resolutions may include refunds, replacements, store credits, or other appropriate remedies.
  5. Follow-Up: After resolving your complaint, we follow up within 3 business days to ensure you are satisfied with the outcome. If you are not satisfied, we will work with you to explore alternative solutions.

5. Service Limitations

While we aim to assist with all reasonable inquiries, our customer service team cannot:

  • Modify or cancel orders that have already been shipped (per our Terms of Purchase).
  • Waive eligibility requirements for returns, refunds, or exchanges (per our Refund Policy).
  • Cover customs duties, taxes, or fees for international orders (per our Shipping Policy).
  • Resolve issues related to third-party services (e.g., payment processors, shipping carriers) beyond initiating claims or providing documentation.
  • Accommodate requests that violate our Terms of Use, Terms of Purchase, or other company policies.

6. Feedback & Continuous Improvement

Your feedback is invaluable to us. We regularly review customer inquiries, complaints, and suggestions to:

  • Identify areas for improvement in our products (e.g., sizing, fabric quality).
  • Enhance our website functionality and user experience.
  • Refine our policies (e.g., shipping, returns) to better meet customer needs.
  • Train our customer service team to address common concerns more effectively.

If you have feedback to share, please email us at [email protected] with the subject line “Feedback.”

7. Changes to This Customer Service Policy

We may update this Customer Service Policy to reflect changes in our service offerings, contact channels, or business practices. When we make material changes, we will post the updated policy on our website with a new “Last Updated” date. We may also notify you of significant changes via email if you have provided your contact information. Your continued use of our customer service channels after the effective date of the updated policy constitutes your acceptance of the changes.

8. Contact Us

For any assistance, feedback, or concerns, reach out to our customer service team via:

We look forward to assisting you and ensuring your Noahry experience is exceptional.