Aritzin Customer Service Policy

At Aritzin, we’re committed to providing a seamless, supportive shopping experience—from the moment you browse our collection of women’s jackets, coats, sweaters, and dresses to long after you receive your order. This Customer Service Policy outlines how we’ll assist you, ensuring your needs are met with clarity, care, and efficiency.

1. Order Inquiries & Tracking

We want you to stay informed about your purchase every step of the way:

  • Order Confirmation: You’ll receive an email with your order details (including item(s), quantity, and total) within 1 hour of placing an order. If you don’t see it, check your spam folder or contact us at [email protected].
  • Shipping Tracking: Once your order ships, we’ll send a tracking link to your registered email. This link lets you monitor delivery status, estimated arrival date, and carrier information.
  • Order Changes/Cancellations: We aim to process orders quickly (usually within 24 hours of placement). To change or cancel an order, contact us immediately at [email protected]—we’ll do our best to assist, but we can’t guarantee changes once the order has been shipped.

2. Returns & Exchanges

We understand that sometimes a piece might not fit perfectly or match your expectations. Our return/exchange policy is designed to be flexible:

  • Eligibility: Items must be returned within 30 days of delivery, in their original condition (unworn, unwashed, with all tags attached, and in original packaging). Final-sale items (marked “Final Sale” on the product page) are not eligible for returns or exchanges.
  • How to Start a Return/Exchange:
  1. Email us at [email protected] with your order number, the item(s) you want to return/exchange, and the reason (e.g., “size too small,” “style mismatch”).
  2. We’ll respond with a pre-paid return label (for orders within the U.S.) and step-by-step instructions.
  3. Pack the item(s) securely and ship them back using the provided label.
  • Refunds: Once we receive and inspect your returned item(s) (usually 3–5 business days after delivery to our warehouse), we’ll process your refund to your original payment method. Refunds typically take 5–7 business days to appear in your account.
  • Exchanges: If you’d like to exchange an item (e.g., for a different size or color), we’ll ship the new item to you for free (U.S. orders only) once we confirm receipt of your returned item.

3. Sizing & Product Questions

We want you to choose the right fit with confidence:

  • Sizing Guide: A detailed sizing chart is available on every product page (under “Size & Fit”), with measurements (bust, waist, hip) for each size. If you need help interpreting the chart, email [email protected] with your measurements—our team can recommend the best size for you.
  • Product Details: For questions about fabric (e.g., “Is this sweater machine-washable?”), care instructions, or design features (e.g., “Does this coat have a hood?”), reach out to us anytime. We’re happy to share additional details or even provide fabric swatches (for select items) to help you decide.

4. Damaged or Incorrect Items

If you receive a damaged, defective, or incorrect item (e.g., wrong style, size, or color), please contact us within 7 days of delivery at [email protected]:

  • Include your order number, photos of the item (and any damage), and a description of the issue.
  • We’ll arrange for a free return of the item and send you a replacement (if available) at no cost, or process a full refund—whichever you prefer.

5. Contacting Us

Our customer service team is here to help:

  • Email: The fastest way to reach us is at [email protected]. We respond to all inquiries within 24 business hours (Monday–Friday, 9 AM–5 PM EST; weekend inquiries are answered on Monday).
  • Follow-Up: If you don’t receive a response within 24 business hours, check your spam folder—sometimes our emails end up there. If it’s not there, resend your message or add [email protected] to your contacts to ensure delivery.

6. Privacy & Security

We take your privacy seriously. Any personal information you share (e.g., name, email, address, payment details) is protected by industry-standard encryption and will never be shared with third parties without your consent.

At Aritzin, your trust means everything to us. If you have any feedback about our customer service—or if there’s anything we can do to improve your experience—please let us know. We’re always looking for ways to better serve you.

Thank you for shopping with Aritzin!