Customer Service Policy – Kithec

At Kithec, where we curate apparel, footwear, bags, and accessories for the whole family—from men’s Ronnie Fieg sneakers and women’s tailored dresses to kid’s durable backpacks and toddler shoes—our customer service is as thoughtful as the pieces we pick. Whether you need help finding the right size for a kid’s school uniform, troubleshooting a return for a women’s handbag, or confirming restock dates for limited-edition Ronnie Fieg styles, we’re here to make your family’s shopping experience smooth. This policy outlines how we support you—from pre-purchase questions to post-delivery care—so you can focus on dressing your loved ones with confidence.

1. Our Service Commitments

We stand by three core promises to every Kithec shopper—designed to meet the unique needs of family-focused shopping:

  • Fast, Family-First Responses: We reply to all inquiries within 12-24 business hours (excluding weekends and major holidays like Christmas, Thanksgiving). For urgent needs—like a last-minute gift of Ronnie Fieg sneakers, a missing order of kid’s birthday outfits, or a size mix-up for a women’s work dress—we prioritize your request and share updates within 12 hours.
  • Expert, Category-Specific Knowledge: Our team doesn’t just answer questions—we provide tailored advice for every product type:
  • Footwear: “Ronnie Fieg men’s sneakers run half a size small—size up if you prefer a roomy fit”; “Kid’s leather boots need a break-in period—pair with thick socks for the first week to avoid blisters.”
  • Apparel: “Women’s linen dresses shrink slightly after the first wash—size up if you want a relaxed fit”; “Kid’s jeans have adjustable waistbands—you can let out 1 inch as they grow.”
  • Bags & Accessories: “This women’s crossbody bag fits a smartphone + wallet + lip balm—great for errands”; “Kid’s backpacks have padded straps to ease shoulder strain for heavy school books.”

We even share family styling tips (e.g., “Match your kid’s denim jacket to your men’s Ronnie Fieg sneakers for a coordinated weekend look”).

  • Transparent, Proactive Communication: We never leave you guessing. If your order is delayed (e.g., a popular kid’s backpack style is restocking), we’ll email you with a clear timeline (e.g., “Ships October 10”). If a Ronnie Fieg drop is sold out, we’ll let you opt for restock alerts so you don’t miss the next release. If a women’s blouse you ordered is damaged in transit, we’ll send a replacement before you even ask to return the faulty one.

2. How to Reach Us

We focus on one channel to ensure your family’s needs get the detailed attention they deserve—whether you’re shopping for a single item or updating the whole family’s wardrobe:

  • Email Support: The best way to connect is by emailing [email protected]. To speed up resolution, include these details:
  • Your full name and order number (if your question is about a purchase—e.g., “Order #KIT258 – Ronnie Fieg Men’s Size 10 Sneakers” or “Order #KIT301 – Kid’s Size 5 Backpack”).
  • A specific request (e.g., “I need to exchange my women’s dress from M to L,” “My kid’s shoe sole came loose—can I get a replacement?”).
  • Visuals (if helpful): For fit issues (e.g., a photo of how the men’s jeans fit), damage (e.g., a torn women’s scarf), or style questions (e.g., a pic of your kid’s outfit to match accessories)—this helps us understand your needs faster.

Why email? It lets us review your order details, size preferences, and product specs (e.g., “This kid’s backpack is made of water-resistant polyester”)—so we can give you accurate answers on the first try, instead of making you repeat information. We also keep a record of your conversation, so if you follow up later (e.g., “Did we resolve the Ronnie Fieg size issue?”), we have context ready.

3. Support for Common Needs

We’ve tailored our help to the questions Kithec families ask most—from sizing to styling, returns to restocks:

3.1 Order & Shipping Help

  • Tracking Updates: If you haven’t received a tracking number (sent 24 hours after shipping, aligned with our next-day shipping policy) or your package shows no progress, email us with your order number. We’ll locate your shipment (e.g., “Your kid’s school shoes are in customs—clears in 1-2 days”), share the tracking link, and explain delays (e.g., “Carrier backlog due to back-to-school season”).
  • Address Changes: We can update your shipping address only if your order hasn’t been processed (within 12 hours of purchase). Email us immediately—if processing has started (e.g., your women’s handbag is already packed for shipping), we’ll work with the carrier to redirect the package (subject to their fees).
  • Order Cancellations: Cancel an order within 12 hours of placement (before processing) via email. We’ll confirm cancellation and issue a full refund in USD within 5-10 business days—critical for last-minute changes (e.g., “I accidentally ordered two Ronnie Fieg sneakers”).

3.2 Product & Sizing Guidance

  • Sizing Help: Get precise, family-focused advice:
  • Men’s: “Our Ronnie Fieg sneakers fit narrow—if you have wide feet, size up half a size”; “Men’s cotton shirts run true to size—size down for a slim fit.”
  • Women’s: “This wrap dress is adjustable—size based on your bust (34B = S, 36C = M)”; “Women’s boots have a pointed toe—size up if you have wider feet.”
  • Kid’s: “Use our size chart (link included) to measure your kid’s foot—size 5 fits feet 5.5 inches long”; “Kid’s hoodies are roomy—size down if you want a snug fit for layering.”
  • Product Details: Learn about materials, care, and functionality:
  • “Ronnie Fieg sneakers are made of premium leather—clean with a damp cloth and avoid harsh cleaners”; “Kid’s backpacks have a laptop compartment that fits 13-inch devices—great for middle schoolers”; “Women’s linen dresses are machine-washable on cold—hang dry to prevent shrinking.”
  • Styling Tips: Get ideas for the whole family:
  • “Pair your men’s Ronnie Fieg sneakers with dark jeans and a white tee for a casual look”; “Match your kid’s denim overalls to your women’s striped blouse for a fun family photo outfit”; “This women’s crossbody bag goes with both dresses and jeans—perfect for busy moms.”

3.3 Returns & Refunds

  • Eligibility Checks: Confirm if your item qualifies for return (e.g., “Unworn women’s dress within 60 days—yes, we’ll send a prepaid label” or “Final-sale Ronnie Fieg sample sneakers—non-returnable”).
  • Refund Follow-Up: If your refund is delayed beyond 10 days, email us. We’ll trace it with our payment processor and share updates (e.g., “Refund issued October 5—your bank typically takes 5 days to post it”).
  • Defective Product Help: For items that break or arrive damaged (e.g., a kid’s shoe sole coming loose, a women’s bag zipper breaking), we’ll either:
  1. Send a free replacement (shipped next-day, no need to return the defective item) or
  2. Issue a full refund in USD—your choice. We even cover return shipping for defective items, no questions asked.

3.4 Special Requests (e.g., Ronnie Fieg, Family Bundles)

  • Ronnie Fieg Support: Get help with limited-edition drops (e.g., “Sign up for restock alerts here for the next Ronnie Fieg colorway”), sizing specifics (e.g., “Ronnie Fieg kids’ sneakers run true to size”), or authenticity checks (e.g., “All our Ronnie Fieg products have a hologram tag—here’s how to verify it”).
  • Family Bundle Help: If you ordered a bundle (e.g., “Kid’s shirt + pants + shoes”), we’ll help with partial returns (e.g., “You can return just the shoes—we’ll refund that portion”) or size adjustments for multiple items (e.g., “We’ll send a new shirt in size 6 and pants in size 5 for your kid”).

4. Resolving Unmet Expectations

If you’re not satisfied with our initial support—we want to make it right:

  1. Reply to our original email with specific feedback (e.g., “The sizing advice for my kid’s shoes was off—can we try again?”).
  2. A senior customer service specialist (with deep expertise in family sizing, Ronnie Fieg products, and kid’s durability needs) will take over your case and resolve it within 24 hours.
  3. For rare, complex issues (e.g., a custom family outfit order with multiple size mix-ups), we’ll schedule a 1:1 call (via phone or Zoom) to walk through solutions together—no more back-and-forth emails.

5. What We Can’t Support

To keep our focus on genuine Kithec needs, we can’t assist with:

  • Third-Party Purchases: Items bought from resellers (e.g., eBay, consignment shops) instead of kithec.com—we don’t have access to those order details or product authenticity (critical for Ronnie Fieg items).
  • Damage from Misuse: Issues from ignoring care instructions (e.g., machine-washing a dry-clean-only women’s dress, letting a kid use a backpack as a toy) or normal wear (e.g., faded kid’s jeans after 6 months of use).
  • Non-Kithec Products: Questions about other brands’ items (e.g., “How do I style my non-Kithec jacket with Ronnie Fieg sneakers?”) or unrelated requests (e.g., “Can you recommend a kids’ toy store?”).

6. Share Your Feedback

Your input helps us make Kithec better for families! After resolving your inquiry, we may send a short survey (via email) asking about your experience (e.g., “Did we help you find the right size for your kid’s shoes?”). Responses are anonymous and used to train our team on the details that matter to you—whether you’re shopping for Ronnie Fieg sneakers, women’s workwear, or kid’s school gear.

7. Contact Us

For questions about your family’s orders, sizing, styling, or Ronnie Fieg products—reach out anytime:

Email: [email protected]