Customer Service Policy – Loveshackfance

At Loveshackfance, we believe that the journey of finding the perfect travel-inspired clothing should be as delightful as the adventures you’ll wear them on. Whether you’re hunting for a linen dress that captures the essence of a Greek island sunset, a scarf that echoes the vibrant markets of Marrakech, or need help ensuring your order arrives before your next trip, our team is here to make every step of your experience seamless and full of care.

1. Our Service Promise

We anchor our service in three core values, crafted for the wandering spirit:

  • Traveler’s Intuition: Our team is made up of fellow explorers who know that a great outfit can turn a good trip into an unforgettable one. We understand the little things that matter—like a dress that doesn’t wrinkle in a suitcase, a blouse that transitions from a morning hike to a café lunch, or a scarf that adds warmth on a chilly train ride. We’ll share advice that’s rooted in real travel experiences, not just product specs.
  • Flexibility for the Unplanned: Travel plans shift, and so do your needs. If you need to swap a size before your flight, change a shipping address to a new Airbnb, or rush a replacement for a damaged item, we’ll adapt quickly. No rigid rules—just solutions that fit your itinerary.
  • Connection, Not Transactions: We don’t see you as an order number, but as a storyteller. Whether you’re gushing about your upcoming adventure or stressed about a last-minute hiccup, we’ll listen with curiosity, celebrate your excitement, and ease your worries like a friend who’s been there.

2. How to Reach Us

We meet you where you are—whether you’re planning at home or checking in from a foreign café:

  • Email: Write to us at [email protected] for detailed questions (e.g., “Will this linen hold up in humid Bali?” or “Can you ship my order to a hotel in Lisbon?”). We promise a response within 24-48 business hours, with answers tailored to your travel timeline.
  • Live Chat: Pop into our chat on the website during peak hours (9 AM–7 PM ET, Monday–Saturday) for quick help—like checking if the “Santorini Blue” dress is in stock, tracking your package, or finding packing-friendly styles for a weekend getaway.
  • FAQs: Our FAQ page is packed with traveler hacks—from “How to pack 10 outfits in a carry-on” to “Returning items while abroad”—so you can get answers even when you’re offline or on the go.

3. What We Can Help With

Think of us as your travel wardrobe sidekicks—here to assist with every part of your journey:

  • Style & Packing Guidance:
  • Sizing advice for real-world comfort (e.g., “Should I size up in these linen pants for hot weather?” or “Will this jacket layer over a sweater for alpine evenings?”).
  • Destination-specific picks (e.g., “Lightweight fabrics for Southeast Asia” or “Modest styles perfect for European cathedrals”).
  • Packing tricks (e.g., “Rolling vs. folding this dress to avoid wrinkles” or “3 ways to wear this scarf to maximize suitcase space”).
  • Order Support:
  • Tracking your shipment across borders, with updates that make sense (no confusing carrier jargon—we’ll translate “out for delivery” into “your dress will be at your door by dinner”).
  • Tweaking orders before they ship (e.g., swapping a print, upgrading a size, or rerouting to a hotel—just let us know your check-in date!).
  • Fixing snags like missing items (e.g., the belt that should have come with your wrap dress) or delays that threaten to derail your plans.
  • Returns & Exchanges:
  • Guiding you through our 60-day return policy, with flexible options for travelers (like returning items once you’re home, even if you’re abroad when the 60 days hit).
  • Helping you swap for a better fit (e.g., a longer hem for a beach cover-up) or a different style (e.g., a more casual blouse for a road trip).
  • Care & Longevity:
  • Tips to keep your clothes looking fresh on the road (e.g., “Hand-washing linen in a hotel sink” or “Removing red wine stains from a white blouse—we’ve all been there”).
  • Advice to preserve your pieces for future trips (e.g., “Storing silk scarves to avoid snags” or “Keeping linen soft after multiple washes”).
  • Story Sharing:
  • Hearing how our clothes fit into your adventures (send us photos of our dress at the Eiffel Tower or our scarf at a Tokyo street market—we love them!).
  • Turning your feedback into better designs (e.g., “More pockets for passports!” or “A longer version of this dress for taller travelers”—your ideas shape what we create next).

4. How We Resolve Issues

We turn travel wardrobe stress into smooth sailing with these steps:

  1. Reach Out: Tell us what’s going on—whether your dress arrived with a loose thread, your order is delayed, or you ordered the wrong size. Include your order number and photos if helpful (e.g., a picture of the issue—we’ll keep them private).
  2. Acknowledge & Prioritize: We’ll respond within 24 hours to let you know we’re on it. If your trip is imminent (e.g., you leave in 3 days), we’ll flag your request as urgent and work overtime to fix it.
  3. Solve with Your Trip in Mind: We’ll offer solutions that fit your timeline—like rushing a replacement to your hotel, refunding you for a last-minute local purchase, or adjusting a return window so you can decide after your trip. We’ll explain why we’re doing what we’re doing, so you feel confident.
  4. Follow Up: After it’s fixed, we’ll check in to make sure you’re happy. If we made a mistake (e.g., sent the wrong color), we’ll apologize and send a little gift—like a travel-sized fabric refresher spray or a mini packing cube—to make it right.

5. Our Team’s Expertise

Every team member trains to be your go-to travel wardrobe expert:

  • Product Know-How: They learn the details that matter to travelers—how our fabrics behave in different climates, which styles pack the smallest, and which features (like hidden pockets or adjustable straps) are game-changers on the road.
  • Wanderlust Cred: Many of us have lived abroad, backpacked through 10+ countries, or planned trips for every budget—so we get the stress of last-minute packing, the joy of finding the perfect outfit, and everything in between.
  • Cultural Smarts: They understand destination nuances, like modest dress codes for temples or fabric needs for desert vs. mountain trips, to help you choose clothes that respect local customs and keep you comfortable.

6. Feedback—We’re Listening

Your stories and suggestions are the compass that guides us. Whether you loved how our team helped you prep for a trip or have ideas for new styles (e.g., “A wrinkle-free jumpsuit for long flights!”), email us at [email protected] with “Feedback” in the subject line. We read every message and use your insights to make our service—and our clothes—even better.

7. Changes to This Policy

We may update this policy to better serve your travel needs (e.g., adding virtual styling sessions for your itinerary). Any changes will be posted here with a new “last updated” date. Check back before your next big trip—just like you’d check the weather or visa requirements.

8. Let’s Connect

Wherever your next journey takes you, we’re here to make sure your wardrobe is ready for every adventure.

Email us anytime: [email protected]