At our website, we are committed to providing exceptional, transparent support to ensure a seamless and satisfying shopping experience for every customer. Our customer service policy is designed to uphold fairness, clarity, and responsiveness—guiding how we address your needs, resolve concerns, and foster trust in every interaction.
We offer multiple convenient ways to reach our support team, and we strive to respond to all inquiries in a timely manner:
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Email Support: Reach us at service@edhardyoriginalsonlineus.com for non-urgent questions (e.g., product details, order status, returns). We aim to reply within 24–48 business hours.
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Live Chat: Available Monday–Friday, 9:00 AM–6:00 PM (Time Zone: EST) for real-time assistance with urgent issues (e.g., shipping delays, payment problems).
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FAQs: Visit our Frequently Asked Questions page for instant answers to common queries about orders, shipping, returns, and product care.
Please note that response times may be extended during holidays, weekends, or peak shopping periods, but we will prioritize your inquiry and update you as soon as possible.
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Order Tracking: Once your order is shipped, you will receive a confirmation email with a tracking number to monitor delivery status via our website or the courier’s platform.
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Order Modifications/Cancellations: We aim to accommodate order changes (e.g., shipping address, item quantity) or cancellations within 12 hours of purchase, provided the order has not yet been processed or shipped. For requests after this window, please contact our support team—we will do our best to assist, but cannot guarantee modifications due to logistics constraints.
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Payment Support: If you encounter payment errors, failed transactions, or billing discrepancies, please provide your order ID and relevant details, and we will investigate and resolve the issue promptly (e.g., issuing refunds for unauthorized charges, assisting with payment method updates).
We stand behind the quality of our products, and we offer a hassle-free return policy for eligible items:
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Return Eligibility: Items must be unused, unworn, unwashed, and in their original packaging with all tags attached. Returns must be initiated within 30 days of delivery. Customized or personalized items are non-returnable unless defective.
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Return Process: To start a return, contact our support team at service@edhardyoriginalsonlineus.com with your order ID and reason for return. We will provide a pre-paid return label (for eligible regions) or instructions for shipping the item back. Please allow 7–10 business days for us to process your returned item once it is received.
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Refunds: Upon verification of the returned item’s eligibility, we will issue a refund to your original payment method within 5–7 business days. Refund processing times may vary depending on your bank or payment provider. Shipping fees are non-refundable unless the return is due to a product defect or our error (e.g., wrong item shipped).
- If you receive a defective, damaged, or incorrect item, please contact us at service@edhardyoriginalsonlineus.com within 7 days of delivery with photos of the product and packaging. We will arrange for a free replacement, exchange, or full refund (including shipping fees) at no additional cost to you.
- Our products are covered by a 90-day limited warranty against manufacturing defects. This warranty does not cover normal wear and tear, misuse, accidental damage, or modifications to the product.
We respect your privacy and adhere to strict data protection standards (e.g., GDPR, CCPA). Any personal information you share with our customer service team (e.g., name, contact details, order history) will be used solely to assist with your inquiry and will not be shared with third parties without your consent. For more details, please review our Privacy Policy.
Your feedback is invaluable to us. We welcome suggestions, complaints, or compliments—they help us refine our products and services. If you have any feedback, please share it via our contact channels or customer survey. We regularly review customer input and make adjustments to ensure we meet and exceed your expectations.
Our customer service team will make every reasonable effort to resolve your concerns, but we shall not be liable for indirect, incidental, or consequential damages arising from delays, order issues, or other service-related matters, except as required by applicable law. We reserve the right to modify this customer service policy at any time—updates will be posted on our website, and your continued use of our services constitutes acceptance of the revised policy.
At our website, we believe great customer service is the foundation of a trusted relationship. If you have any questions or need assistance, please do not hesitate to reach out—we are here to help!
