Pinkpalmpaff Customer Service Policy

At Pinkpalmpaff, your satisfaction is our top priority. We strive to provide a seamless, trustworthy shopping experience for every woman who chooses our clothing—and that commitment extends to every interaction with our customer service team. Below is a clear outline of our policies to ensure you know what to expect, and how we’ll support you.

1. Contacting Our Customer Service Team

We’re here to help with questions, concerns, or feedback—whenever you need us.

Primary Contact Channel: Email us at [email protected] (our preferred method for detailed inquiries, as it allows us to track your request and provide thorough, documented responses).
Response Time: We aim to reply to all emails within 24-48 business hours (excluding weekends and major holidays). For urgent matters (e.g., missing orders, incorrect items), we prioritize faster resolution and will reach out as soon as possible.
What to Include in Your Email: To help us assist you quickly, please include your order number (if applicable), full name, contact information, and a clear description of your request (e.g., sizing question, return request, product issue).

2. Order Processing & Tracking

We want you to know exactly where your order is, every step of the way.

Order Confirmation: Immediately after placing an order, you’ll receive a confirmation email with your order details (items, quantity, total cost, shipping address). If you don’t see this email within 1 hour, check your spam folder—or contact us to verify your order was placed successfully.
Processing Time: Most orders are processed and shipped within 1-3 business days. During peak seasons (e.g., holidays, sales events), processing may take up to 5 business days—we’ll notify you in advance if delays are expected.
Shipping & Tracking: Once your order ships, you’ll get a second email with a tracking number and a link to monitor delivery progress. Shipping times vary by location (see our Shipping Policy for details), but we’ll always share estimated delivery dates upfront.

3. Returns & Exchanges

We understand that sometimes a piece might not fit perfectly or match your expectations—and we make returns/exchanges simple.

Eligibility: Items must be returned within 30 days of delivery to qualify. They must be:
Unworn, unwashed, and in their original condition (tags attached, no stains, tears, or modifications).
In their original packaging (e.g., garment bags, boxes) to avoid damage during return shipping.
Exceptions: Final sale items (marked “Final Sale” on the product page) and personalized items cannot be returned or exchanged.
How to Start a Return/Exchange:

Email our team at [email protected] with your order number, the item(s) you want to return/exchange, and the reason (e.g., “wrong size,” “style mismatch”).
We’ll send you a pre-paid return label (for orders within our primary shipping regions) and step-by-step instructions for sending the item back.
Once we receive and inspect the item (typically 2-3 business days after delivery to our warehouse), we’ll process your request:

Returns: A full refund (excluding original shipping costs, unless the return is due to our error—e.g., wrong item, defective product) will be issued to your original payment method within 5-7 business days.
Exchanges: We’ll ship your new size/style (if in stock) for free. If the requested item is out of stock, we’ll offer a refund instead.
International Returns: For orders outside our primary regions, return shipping costs are the responsibility of the customer. We recommend using a tracked shipping service, as we cannot be held liable for lost return packages.

4. Sizing & Product Inquiries

We want you to find your perfect fit—and our team is here to help you shop with confidence.

Sizing Guides: Detailed sizing charts (with measurements for bust, waist, hips, and length) are available on every product page. These charts reflect our brand’s specific fit, so we encourage you to compare them to your own measurements before ordering.
Fit Questions: If you’re unsure about sizing (e.g., “Is this dress true to size?” “Does this fabric stretch?”), email us with the product name and your measurements—our team will share personalized recommendations based on the garment’s design and fabric.
Product Details: For questions about fabric composition, care instructions, or color accuracy (note: colors may vary slightly due to screen settings), we’ll provide clear, honest answers to help you make informed choices.

5. Issues with Your Order

If something goes wrong (e.g., missing item, damaged product, incorrect order), we’ll fix it quickly.

Damaged or Defective Items: If your item arrives with a defect (e.g., loose stitching, torn fabric) or is damaged during shipping, email us within 7 days of delivery with photos of the item and packaging. We’ll send a replacement for free or issue a full refund (including original shipping costs).
Missing Items: If your order is missing an item, first check your order confirmation to ensure it was included. If it was, email us with your order number—we’ll investigate (e.g., check our shipping records) and either ship the missing item for free or refund its cost.
Incorrect Items: If you receive the wrong item (e.g., a blue top instead of a black one), email us within 7 days of delivery. We’ll send a pre-paid label to return the incorrect item and ship the correct one for free.

6. Privacy & Data Protection

We take your privacy seriously—and we never share your personal information with third parties (except for trusted partners who help us process orders or ship packages, and only as needed to fulfill your request).

Your data (name, email, shipping address, payment details) is protected by industry-standard encryption. For full details, see our Privacy Policy.

7. Feedback & Suggestions

Your voice shapes our brand—and we welcome your thoughts. Whether you loved a product, had a great experience with our team, or have ideas for how we can improve, email us at [email protected]. We read every message and use your feedback to make Pinkpalmpaff better for all women.

At Pinkpalmpaff, customer service isn’t just a policy—it’s a promise. We’re here to support you, celebrate your style, and ensure every shopping experience leaves you feeling valued. Thank you for trusting us with your wardrobe—and your confidence.