Customer Service Policy – Ohpollk

At Ohpollk, we know shopping for womenswear is personal—it’s about finding pieces that fit your body, match your style, and make you feel confident every time you put them on. Whether you’re unsure about sizing for a tailored blazer, need help caring for a silk dress, or want to return a sweater that doesn’t feel right, our team is here to support you with care, clarity, and expertise. This policy outlines how we’ll assist you at every step—from browsing our collection to wearing your new favorite outfit.

1. What We Support & How to Reach Us

We’re here to help with every part of your Ohpollk experience, no matter if you’re shopping for everyday essentials or a special occasion look. Our support covers:

  • Product Questions: Sizing guidance, fabric details, style recommendations (e.g., “Is this linen dress breathable for summer?” or “Will this high-waisted skirt fit over hips?”).
  • Order Help: Tracking updates, payment issues, delivery status, or changes to orders (e.g., updating a shipping address for a gift).
  • Returns & Exchanges: Processing requests for items that don’t fit, feel uncomfortable, or arrive damaged.
  • Post-Purchase Care: Styling tips, fabric maintenance advice, or fit adjustment suggestions (e.g., “How do I prevent my denim from fading?” or “Can this blouse be tailored?”).
  • Feedback: Sharing ideas for new styles, reporting issues, or telling us about your experience with our clothes.

Contact Channels

  • Email: Our primary support line is [email protected]. We respond to all emails within 24–48 business hours (excluding weekends and U.S. public holidays). To speed up help, include your order number (if applicable) and specific details—for example, “Question about the Wrap Midi Dress – Order #78901” or “Need to return the Petite Blazer.”
  • Live Chat: For quick questions (e.g., “Does this sweater run small?” or “Is the color true to the photo?”), our live chat is open Monday to Friday, 9 AM–6 PM ET. Find the chat icon in the bottom right corner of our website—no account login required.
  • Phone Support: For detailed consultations (e.g., building a work wardrobe, resolving a complex return), call us at Monday to Friday, 10 AM–5 PM ET. Our team includes style experts who understand womenswear fit and fabric—they’ll give personalized advice, not generic answers.
  • Style Sessions: Need help putting together an outfit? We offer free 20-minute virtual styling calls. Email [email protected] to schedule—share your needs (e.g., “I need 2 casual wedding guest looks”) and we’ll send outfit ideas tailored to you.

2. Product & Order Support

Getting the Right Fit & Details

Shopping for womenswear online can be tricky—sizing varies by style, and fabric feel is hard to gauge from a screen. We’re here to help you make confident choices:

  • Sizing Guidance: Every product page includes a detailed size chart (with bust, waist, hip, and inseam measurements) and fit notes (e.g., “This dress has a slim fit—size up if you prefer room to move” or “These leggings have 4-way stretch for all body types”). If you’re unsure, email us your measurements, and we’ll recommend the best size.
  • Fabric Insights: We share exactly what each piece is made of and how it feels (e.g., “This tee is 95% organic cotton—soft and lightweight for layering” or “This blazer is a cotton blend—structured but flexible for all-day wear”). We also explain care instructions upfront (e.g., “Dry clean only” or “Machine wash cold”) to help you keep clothes looking new.
  • Style Matching: Not sure if a piece fits your needs? Ask—we’ll help (e.g., “This jumpsuit works for brunch with sneakers or date night with heels” or “This cardigan pairs with both jeans and dresses”). If a style is out of stock, we’ll suggest similar alternatives you might love.

Order Updates

  • Confirmation: As soon as you place an order, you’ll get an “Order Acknowledgment” email with your order number, item details, and shipping address. If you don’t see it within 1 hour, check your spam folder—email us to resend it if needed.
  • Shipping Tracking: Once your order ships (usually 1–3 business days for ready-to-wear items), you’ll receive a “Shipping Confirmation” email with a tracking link (via USPS, UPS, or your local carrier). You can also track orders on our website: go to “Track Order,” enter your order number and email, and see real-time updates.
  • Delay Notifications: If your order is held up (e.g., high demand for a popular style, weather-related carrier delays), we’ll email you within 2 business days. We’ll share a new delivery estimate and, if applicable, a discount code for your next purchase as a thank-you for your patience.

3. Returns & Exchanges

We want you to love your Ohpollk womenswear—and if it’s not right, we make returns and exchanges simple. Our policy is designed to account for how you actually shop for clothes:

Eligibility

  • Timeline: Request a return or exchange within 45 days of delivery (confirmed by the shipping carrier). This gives you time to try on the item, pair it with your wardrobe, and make sure it works for you.
  • Condition:
  • Unworn/unwashed items must have all tags attached (we use removable tags so you can try pieces on without damage) and be in their original packaging. No stains, pilling, or stretched fabric—we check for these to ensure fairness for other customers.
  • Lightly worn items (e.g., a blouse tried on indoors for an hour) are eligible only if they show no visible wear. Items worn outdoors, washed, or altered (e.g., hemmed jeans) are not eligible—unless they have a manufacturing defect.
  • Exceptions: Final sale items (marked “Final Sale” on the product page, including clearance styles, limited-edition pieces, and personalized items like monogrammed tees) cannot be returned or exchanged.

How to Process a Return/Exchange

  1. Start Your Request:
  • Use our online “Return Portal” (under “My Account” > “Orders”) or email [email protected].
  • Include your order number, the item(s) you want to return/exchange, and the reason (e.g., “Too big,” “Fabric feels scratchy,” “Want to swap for a different color”).
  • For exchanges: Specify your desired size/color (e.g., “Exchange the Navy Skirt for Black in Size M”).
  1. Get Approval: Our team will review your request within 24 hours. If approved, we’ll send a prepaid return shipping label (for U.S. orders) and a return address. For delicate items (e.g., silk, sequins), we’ll include packing tips to prevent damage.
  2. Ship the Item: Pack the item neatly (fold to avoid wrinkles) and attach the label. Drop it off at the designated carrier within 7 days—keep the tracking number for your records.
  3. Receive Your Refund/Exchange:
  • Refunds: Processed to your original payment method within 5–7 business days of us receiving and inspecting the item.
  • Exchanges: Shipped for free as soon as we confirm the returned item is eligible. If your desired size/color is out of stock, we’ll offer a full refund or suggest a similar piece.

4. Post-Purchase Care & Warranty

Keeping Your Clothes Looking Great

Your Ohpollk pieces are designed to be worn and loved—and we’ll help you make them last:

  • Styling Tips: Not sure how to wear a new item? Email us a photo or description, and we’ll share ideas (e.g., “Pair this cropped sweater with high-waisted jeans or a midi skirt”). Our blog also has guides: “5 Ways to Layer a Blazer” or “How to Dress Up Leggings for Work.”
  • Fabric Care: Every order includes a care card with instructions (e.g., “Wash cold, tumble dry low” for cotton tees). If you lose the card, email us—we’ll share tips to avoid damage (e.g., “Use a gentle detergent for silk” or “Hang linen to prevent wrinkles”).
  • Fit Adjustments: If an item is almost perfect but needs a tweak (e.g., “Sleeves are too long”), we can suggest at-home fixes (e.g., “Roll cuffs for a casual look”) or recommend trusted tailors in your area. For manufacturing defects (e.g., a loose seam), we’ll cover the tailoring cost—just send us a photo and the receipt.

Warranty for Defects

All Ohpollk womenswear comes with a 60-day warranty against manufacturing defects (e.g., broken zippers, loose seams, fabric tears without wear). The warranty does not cover:

  • Normal wear and tear (e.g., pilling on sweaters, fading denim, stretched leggings).
  • Damage from improper care (e.g., washing a dry-clean-only dress, ironing on high heat).
  • Accidents (e.g., wine stains, snags from jewelry).

To file a warranty claim: Email [email protected] with your order number, photos of the defect, and a description of the issue. We’ll review it within 48 hours and offer a replacement, refund, or discount on a future purchase.

5. Join Our Community

We’re more than a womenswear brand—we’re a community of women who believe getting dressed should be easy and empowering. Here’s how you can connect:

  • Share Your Style: Tag us on social media with #MyOhpollk to show off your outfits (e.g., your work blazer with jeans, your weekend dress at the park). We feature our favorite posts on our blog and Instagram, and you’ll get a $20 gift card for your next purchase.
  • Give Feedback: Tell us what you love (or what we can improve). We’ve added pockets to dresses, expanded our plus-size range, and created wrinkle-resistant workwear because of customer suggestions.
  • Stay Updated: Sign up for our email list to get styling tips, new collection alerts, and exclusive offers—we never send spam, and you can unsubscribe anytime.

Final Note

At Ohpollk, customer service isn’t just about fixing problems—it’s about being part of your style journey. We know womenswear is more than clothes: it’s the tee that makes you feel cozy on a tough day, the blazer that gives you confidence in a meeting, the dress that makes you shine at a celebration. We’re honored to craft pieces that matter to you.

If you have questions, need help, or want to share your Ohpollk story, reach out anytime at [email protected]. We’re here for you—every step of the way.

Thank you for choosing Ohpollk. Here’s to a wardrobe that works as hard as you do.