Customer Service Policy

Vuori Clothing Malls Customer Service Policy

At Vuori Clothing Malls (vuoriclothingmalls.com), we are committed to providing exceptional customer service that aligns with the quality of our clothing. This Customer Service Policy outlines the standards, procedures, and support we offer to ensure a seamless, transparent, and satisfying shopping experience for every customer. We value your trust and strive to address your needs promptly and fairly.

1. Scope of Service

Our customer service team provides assistance for all aspects of your shopping journey, including but not limited to: order inquiries, product information (size, fabric, care instructions), payment issues, shipping and delivery updates, returns and exchanges, and feedback on our products or services. This policy applies to all purchases made through our official website, regardless of product category (women’s clothing, men’s clothing, activewear, etc.).

2. Order Processing & Confirmation

2.1 Order Placement

When you place an order on vuoriclothingmalls.com, you will receive an immediate confirmation email at the address provided during checkout. This email includes your order number, item details, quantity, total amount, and shipping address. Please review this information carefully; if any errors are found, contact us immediately to avoid delays.

2.2 Order Verification & Modification

We may occasionally verify orders for security or accuracy, which may extend processing time slightly. Orders can be modified (e.g., change size, add/remove items) or canceled within 24 hours of placement, provided the order has not yet been shipped. To modify or cancel an order, contact our support team with your order number.

2.3 Stock Availability

All products listed on our website are subject to stock availability. In the event an item becomes out of stock after your order is placed, we will notify you via email within 48 hours, offer a full refund for the unavailable item, or provide alternative options (e.g., backorder notification, similar product recommendations) with your consent.

3. Shipping & Delivery

We partner with reliable logistics providers to ensure timely delivery of your orders. Once your order is shipped, you will receive a shipping confirmation email with a tracking number and link to monitor your package. Delivery times vary by location, and estimated delivery dates are provided during checkout. For shipping delays due to unforeseen circumstances (e.g., weather, logistics disruptions), we will keep you informed and assist in resolving issues.

4. Returns & Exchanges

4.1 Eligibility

We accept returns and exchanges for most items within 30 days of delivery, provided: (1) the item is unused, unworn, and in its original condition (with all tags, labels, and packaging intact); (2) the item is not a final sale product (clearly marked on the product page); (3) proof of purchase (order number or receipt) is provided. Swimwear, underwear, and personalized items are non-returnable for hygiene and safety reasons.

4.2 Process

  1. Contact our support team at [email protected] with your order number, the item(s) you wish to return/exchange, and the reason for the request. We will respond with a Return Merchandise Authorization (RMA) number and detailed return instructions within 24-48 hours.
  2. Package the item(s) securely, include the RMA number on the package, and ship it back to the address provided by our team. We recommend using a trackable shipping method, as we are not responsible for lost or damaged return packages.
  3. Once we receive and inspect the returned item(s) (typically 3-5 business days after delivery to our warehouse), we will process your refund or exchange: Refunds: Processed to the original payment method within 5-7 business days. You will receive a refund confirmation email once completed.
  4. Exchanges: Shipped free of charge once the return is approved. You will receive a shipping confirmation email for the exchanged item.

4.3 Return Shipping Costs

If the return is due to our error (e.g., wrong item, defective product), we will cover the return shipping costs and provide a prepaid shipping label. For returns due to customer preference (e.g., incorrect size, change of mind), the customer is responsible for return shipping costs.

5. Defective & Damaged Items

If you receive a defective, damaged, or incorrect item, please contact us within 7 days of delivery with your order number and clear photos of the item and issue. We will arrange for a free return and provide a full refund, replacement, or exchange—whichever you prefer. We take product quality seriously and will investigate any issues to prevent future occurrences.

6. Customer Support

6.1 Contact Methods

The primary way to reach our customer service team is via email: [email protected]. We aim to respond to all inquiries within 24 hours on business days (Monday-Friday, 9:00 AM - 6:00 PM PST). For urgent matters, please include “URGENT” in the email subject line.

6.2 Support Services

Our team can assist with: Product details (fabric composition, care instructions, size guidance)Order tracking and status updatesReturns, exchanges, and refundsPayment issue resolutionFeedback and complaint handling

7. Privacy Protection

We respect your privacy and adhere to strict data protection standards. Any personal information you provide (e.g., name, contact details, payment information) is used solely to process your orders, provide customer service, and improve your shopping experience. We will never share your personal information with third parties without your explicit consent, except as required by law or to fulfill your order (e.g., sharing address with logistics providers). For more details, please review our Privacy Policy.

8. Feedback & Complaints

We welcome your feedback—whether positive or constructive—as it helps us improve our products and services. If you have a complaint, please contact us with specific details, and we will work to resolve the issue to your satisfaction. Our goal is to turn every concern into an opportunity to strengthen our relationship with you.

9. Policy Updates

We may update this Customer Service Policy periodically to reflect changes in our operations, industry standards, or regulatory requirements. The latest version will always be posted on our website, with the “Last Updated” date clearly marked at the bottom. Your continued use of our website after policy updates constitutes your acceptance of the revised terms.
Thank you for choosing Vuori Clothing Malls. We appreciate your trust and look forward to serving you.