Customer Service Policy

At WearPact Mall, our customer service is guided by the same principles that define our products: care, integrity, and respect. We are here to ensure your experience with us is as positive and seamless as possible, while staying true to our mission of sustainability and ethical practice.

1. Our Service Commitment

  • We aim to respond to all inquiries within 24 hours (Monday–Friday).

  • Every interaction is handled with transparency, patience, and a genuine desire to help.

  • We continuously work to improve your experience and reduce our environmental footprint—even in our service operations.

2. Contact Channels

You can reach our dedicated support team via:

  • Email: [email protected]
    (We prefer email to reduce real-time energy use and provide thoughtful, documented support.)

  • Contact Form: Available on our website’s Help/Contact page.

We do not currently offer phone support, as part of our effort to lower operational carbon emissions and focus on efficient, written communication that allows us to serve you accurately.

3. Shipping & Delivery

  • All orders are processed within 1–3 business days.

  • We use carbon-neutral shipping partners and minimal, plastic-free packaging.

  • Delivery times vary by location. Tracking information will be sent once your order ships.

  • Delays due to weather or logistics will be communicated promptly.

4. Returns & Exchanges

We stand behind the quality of our products. If an item does not meet your expectations, here’s how we handle it:

  • 30-Day Return Window: You may return unworn, unwashed items with original tags within 30 days of delivery.

  • Sustainable Returns: We encourage you to reuse or recycle the original packaging. Return shipping is carbon-neutral.

  • Process: Initiate a return through our website’s Returns Center. Once received and inspected, we’ll issue a refund to your original payment method or arrange an exchange.

  • Damaged/Defective Items: Contact us immediately. We will cover all return costs and expedite a replacement or refund.

5. Product Care & Longevity

To honor our sustainability mission, we encourage conscious consumption and garment care:

  • We provide care instructions with every product to extend its lifespan.

  • For repairs or care advice, email us—we’re happy to help you keep your clothing in use longer.

6. Ethical & Environmental Inquiries

We welcome questions about:

  • Our materials (organic cotton sourcing)

  • Fair Trade certifications and factory partnerships

  • Our carbon-neutral certification and offset partners
    Transparency is key to our ethos, and we’re proud to share more about our journey.

7. Feedback & Complaints

Your feedback helps us grow and improve. If you’re unsatisfied with any aspect of our service, please email us directly. We commit to addressing your concern fairly, respectfully, and in a timely manner.

8. Policy Updates

We may update this policy as we evolve. The latest version will always be available on this page.

Thank you for supporting ethical fashion and holding us to a higher standard.
We’re here to help—and to build a better world, one conversation at a time.

For assistance, email: [email protected]