Buckmoson Customer Service Policy: Supporting Your Clothing Journey

At Buckmoson, we’re committed to more than just selling great clothing—we’re here to support you every step of the way, from choosing the perfect sweater to resolving fit issues with a new dress. This Customer Service Policy outlines how we assist you with all your clothing-related needs, ensuring your experience is as smooth and satisfying as wearing your favorite Buckmoson piece. By shopping with us, you agree to the guidelines below, and we promise to prioritize your satisfaction in every interaction.

1. Pre-Purchase Support: Find Your Perfect Fit & Style

We want every clothing item you choose to feel like it was made for you. If you have questions before buying, our team is ready to help with expert guidance tailored to clothing needs:

Contact Channel: Reach us via email at [email protected] (our most detailed and responsive method for fit, fabric, and style queries).
Response Time: We aim to reply to pre-purchase inquiries within 24–48 business hours (excluding weekends, holidays, and peak seasons like Black Friday/Cyber Monday). For urgent questions (e.g., sizing for a time-sensitive event), add “Urgent” to your email subject line, and we’ll prioritize your request.
Expert Assistance:
Fit Guidance: Need help deciding between a relaxed or slim fit for jeans? Unsure if a blouse runs true to size? Share your measurements or typical size, and we’ll recommend the best option (we also reference our (link to size guide) for clarity).
Fabric & Care: Ask about fabric details (e.g., “Is this sweater machine-washable?” “Will this linen dress wrinkle easily?”) or care tips to keep your clothing looking new (e.g., how to wash a wool blend jacket without shrinking).
Style Advice: Wondering how to layer a cardigan with a button-down? Or which bottoms pair best with a printed top? Our team shares practical style tips to help you make the most of your Buckmoson pieces.

2. Returns & Exchanges: Hassle-Free for All Clothing Items

We understand that sometimes a clothing item doesn’t work out—maybe the jeans are too long, the dress neckline doesn’t suit you, or the jacket fit is off. Our return/exchange policy is designed to be fair and simple for all clothing types:

Eligibility Requirements

Timeframe: Items must be returned or exchanged within 30 days of delivery (verified via your order confirmation or tracking number).
Condition: All clothing must be in original, unworn, unwashed condition with intact tags and original packaging (e.g., no makeup stains on a blouse collar, no hemmed pants, no pilling on a sweater). For delicate items like silk dresses or cashmere blends, we ask that you avoid wearing them with jewelry that could snag fabric.
Exceptions:
Final sale items (marked “Final Sale” on the product page, often clearance or limited-edition pieces) are non-returnable/non-exchangeable.
Customized items (e.g., monogrammed hoodies, tailored pants with custom lengths) are non-returnable unless defective, as they’re made to your specific requests.

How to Start a Return/Exchange

Initiate the Request: Email us at [email protected] with:

Your order number (found in your order confirmation email).
Reason for return/exchange (e.g., “jeans too tight,” “dress length too short,” “want to swap sweater size from M to L”).
Clear photos (if needed: e.g., unopened packaging, tags intact, or a close-up of a fit issue—this helps us process your request faster).

Receive Confirmation: Our team will review your request within 24–48 hours. If eligible, we’ll send a prepaid return shipping label (for U.S. orders; international customers may cover return shipping unless the issue is our error, like sending the wrong item).
Ship Items Back: Pack clothing securely (use the original box if possible—for outerwear or structured pieces, add tissue paper to preserve shape) and ship via the provided label. Keep the return tracking number for your records to monitor delivery.
Process Your Request: Once we receive and inspect your items (3–5 business days after delivery to our warehouse):

Returns: Issue a full refund to your original payment method (refunds take 5–7 business days to appear, depending on your bank).
Exchanges: Send your requested size/style (if in stock) at no extra cost. If out of stock, we’ll offer a refund or store credit (valid for 12 months) of equal value.

3. Defective or Damaged Clothing: We’ll Make It Right

We take pride in the quality of our clothing—from sturdy jeans to well-stitched dresses. If you receive an item with a manufacturing defect (e.g., loose seams on a jacket, broken zippers on pants, uneven hems on a skirt) or damage from shipping (e.g., torn fabric, stained tops, crushed outerwear):

Report Promptly: Contact us within 7 days of delivery at [email protected] with your order number and clear photos of the defect/damage (e.g., a close-up of a loose thread, a photo of a shipping box with a hole).
Our Resolution: We’ll resolve the issue based on your preference:
Free Replacement: Send a new item of the same style and size (if in stock) at no cost to you.
Full Refund: Issue a complete refund to your original payment method, including any shipping costs you paid.
Repair Assistance: For unique or hard-to-replace items (e.g., limited-edition coats), we may offer a repair reimbursement (we’ll cover the cost of a professional tailor, up to the item’s purchase price).
Note: Normal wear and tear (e.g., faded colors after repeated washes, pilling on sweaters from regular use, stretched waistbands on jeans) is not considered a defect—our clothing is made to last, but all items show signs of use over time.

4. Order Issues: Missing, Incorrect, or Delayed Clothing

We strive to fulfill every clothing order accurately and on time. If you run into issues, here’s how we help:

Missing Items: If your order arrives with a missing piece (e.g., a top from a set, a pair of socks included with jeans), email us within 7 days of delivery with your order number and a photo of the received items. We’ll ship the missing item for free or refund the missing portion of your order.
Incorrect Items: Received the wrong size (e.g., XL shirt instead of M), color (e.g., black pants instead of navy), or style (e.g., short-sleeve tee instead of long-sleeve)? Follow the return process—we’ll cover all shipping costs for a replacement and send the correct item immediately.
Delayed Orders: Standard shipping for clothing takes 3–7 business days (U.S.) and 7–14 business days (international). If your order is delayed beyond the estimated time:

Check your order confirmation for a tracking link (we provide tracking for all orders to help you monitor progress).
If tracking shows no movement for 5+ business days (U.S.) or 10+ business days (international), email us—we’ll investigate with the carrier and update you within 48 hours. If the order is lost, we’ll reship your clothing or issue a full refund (your choice).

5. Order Changes & Cancellations

Changes: You can update your shipping address, swap a clothing item (e.g., switch from a midi dress to a maxi dress), or add a product to your order only if the order hasn’t been processed or shipped. Email us immediately at [email protected] with your order number and requested changes—we can’t guarantee changes once processing begins (usually within 1–2 business days of order placement).
Cancellations: Cancel an order within 24 hours of placing it by emailing us with your order number and “Order Cancellation” in the subject line. Once an order is processed/shipped, it can’t be canceled—use the return process instead.

6. How to Reach Us

The best way to connect with our team for all clothing-related needs is via email:

Email: [email protected]
Hours: We respond to emails Monday–Friday, 9 AM–6 PM (EST). Emails sent on weekends/holidays are addressed on the next business day.

We also value your feedback—whether you love your new jacket, have a suggestion for better fit notes, or want to share a style idea. Your input helps us improve our clothing and service for you and the entire Buckmoson community.

Thank you for choosing Buckmoson. We’re honored to be part of your wardrobe—and we’re here to make sure every clothing item you own from us brings you joy.