Customer Service Policy – Palmanges

At Palmanges, where we curate New Arrivals for Men and Women—from tailored men’s chinos to flowy women’s dresses, and cozy unisex hoodies—our customer service is as thoughtful as the care we put into every piece. Whether you need help choosing a size for a men’s button-down, tracking a women’s sweater order, or resolving a return for a style that didn’t fit, we’re here to make your experience smooth. No confusing jargon, just genuine support tailored to your needs. This policy outlines how we assist you, from questions to resolutions, so you can focus on wearing what makes you feel confident.

1. Our Service Commitments

We stand by three promises to every Palmanges shopper—designed to keep your experience stress-free, whether you’re shopping for men’s workwear or women’s casual styles:

• Fast, Focused Responses: We reply to all inquiries within 12-24 business hours (excluding weekends and major holidays like Christmas, Thanksgiving). For urgent needs—like a missing order for a special event (e.g., a men’s blazer for a wedding, a women’s dress for a party)—we prioritize your request and share updates within 12 hours.
• Style & Fit Expertise: Our team knows our men’s and women’s collections inside out. We don’t just give generic answers—we share practical, detailed advice:
• For men’s pieces: “Our slim-fit chinos run true to size—size up if you prefer a relaxed fit around the thighs.”
• For women’s pieces: “This midi dress has a fitted waist—if you’re between sizes, size up for more comfort.”

We even help with styling (e.g., “Pair this women’s blouse with our men’s chinos for a coordinated couple’s look”).

• Transparent Communication: We never leave you guessing. If your order is delayed (e.g., a popular men’s hoodie needs extra time for restocking), we’ll email you with a clear timeline. If a women’s skirt is out of stock, we’ll share restock dates (e.g., “Back in stock September 20”) and let you opt for restock alerts so you don’t miss it.

2. How to Reach Us

We focus on one channel to ensure your question gets the attention it deserves—no rushed chats, just detailed, personalized help for your men’s or women’s apparel needs:

• Email Support: The best way to connect is by emailing [email protected]. To speed up resolution, include these details:
• Your full name and order number (if your question is about a purchase, e.g., “Order #PM123 – Men’s Tailored Jacket” or “Order #PW456 – Women’s Floral Sundress”).
• A specific request (e.g., “I need to change the shipping address for my women’s sweater” or “My men’s shirt arrived with a loose button—can I get a replacement?”).
• Photos (if helpful): For sizing issues (e.g., a picture of how the men’s chinos fit), damage (e.g., a torn seam on a women’s blouse), or fit questions—this helps us understand your needs faster.

Why email? It lets us review your order details, size preferences, and even the fabric specs of your item (e.g., “This women’s dress is made of stretchy rayon”)—so we can give you accurate answers on the first try, instead of making you repeat information.

3. Support for Common Needs

We’ve tailored our help to the questions you ask most—whether you’re shopping for men’s, women’s, or unisex New Arrivals:

3.1 Order & Shipping Help

• Tracking Updates: If you haven’t received a tracking number (sent 24 hours after shipping) or your package shows no progress, email us with your order number. We’ll locate your shipment (e.g., “Your women’s dress is in customs—clears in 1-2 days”), share the tracking link, and explain any delays.
• Address Changes: We can update your shipping address only if your order hasn’t been processed (within 12 hours of purchase). Email us immediately—if processing has started (e.g., your men’s chinos are already packed for next-day shipping), we’ll work with the carrier to redirect the package (subject to their fees).
• Order Cancellations: Cancel an order within 12 hours of placement (before processing) via email. We’ll confirm cancellation and issue a full refund in USD within 5-10 business days.

3.2 Product & Style Guidance

• Sizing & Fit Tips: Get tailored advice for every piece:
• Men’s: “Our button-down shirts have a classic fit—if you prefer a slimmer look, size down.”
• Women’s: “This sweater has a cropped length—pair it with high-waisted jeans for coverage.”

We also share measurement tips (e.g., “For men’s jacket chest size, measure around the widest part of your chest, under the arms”).

• Material & Care Info: Learn how to keep your clothes looking great:
• Men’s linen shirts: “Wash cold and hang dry to avoid shrinking—linen softens with each wash.”
• Women’s silk dresses: “Hand-wash gently with mild detergent—avoid bleach to preserve color.”
• Style Ideas: Need help pairing pieces? We’ll share tips (e.g., “Wear this men’s blazer with a plain tee for a casual look, or a dress shirt for work” or “This women’s skirt goes with our unisex hoodie for a cozy, trendy outfit”).

3.3 Returns & Refunds

• Eligibility Checks: Confirm if your item qualifies for return (e.g., “Unworn men’s chinos within 60 days—yes, we’ll send a prepaid label” or “Final-sale women’s loungewear—non-returnable”).
• Refund Follow-Up: If your refund is delayed beyond 10 days, email us. We’ll trace it with our payment processor and share updates (e.g., “Refund issued September 5—your bank typically takes 5 days to post it”).
• Damaged Item Help: For broken zippers (on men’s pants), torn seams (on women’s dresses), or incorrect sizes, we’ll send a free replacement (shipped next-day) or issue a full refund—just email photos of the issue.

4. Resolving Unmet Expectations

If you’re not satisfied with our initial support:

1. Reply to our original email with specific feedback (e.g., “My return label still hasn’t arrived—can this be escalated?”).
2. A senior customer service specialist (with deep knowledge of our men’s and women’s collections) will take over your case and resolve it within 24 hours.
3. For rare, complex issues (e.g., a lost international order of a limited-edition men’s jacket), we’ll check in weekly until it’s fixed—whether by reshipping, issuing a refund, or sending a replacement.

5. What We Can’t Support

To keep our focus on genuine needs, we can’t assist with:

• Third-Party Purchases: Items bought from resellers (e.g., eBay, consignment shops) instead of palmanges.com—we don’t have access to those order details or product specs.
• Damage from Misuse: Issues from ignoring care instructions (e.g., machine-washing a women’s silk dress, ironing a men’s linen shirt on high heat) or normal wear (e.g., faded men’s jeans after months of use).
• Old Orders: Inquiries about purchases made more than 12 months ago—unless the issue is a manufacturing defect (e.g., a men’s jacket zipper breaking without use).

6. Share Your Feedback

Your input helps us get better! After resolving your inquiry, we may send a short survey (via email) asking about your experience (e.g., “Did we answer your men’s sizing question clearly?”). Responses are anonymous and used to train our team on the details that matter to you—whether you’re shopping for men’s workwear or women’s casual styles.

7. Contact Us

For questions about your clothes, orders, or support—reach out anytime:

Email: [email protected]