Customer Service Policy – Jcrek

At Jcrek, where we craft clothing for every family member—from soft Children’s Clothing and luxe Cashmere Sweaters to elegant Women’s Dresses and Shoes, tailored Men’s Suits and Jackets, and versatile Accessories—our customer service is built to match the care we put into each garment. Whether you need help finding the right size for your toddler, understanding how to care for a cashmere sweater, or adjusting the fit of a suit for a special event, we don’t just resolve issues—we help you get the most out of your family’s wardrobe. This policy outlines how we deliver personalized, category-specific support for every shopping need.

1. Our Service Promises: For Every Family, Every Garment

We stand by three core commitments, designed to meet the unique needs of shoppers buying for themselves and their loved ones:

1.1 Category Expertise You Can Trust

Our team completes specialized training for each product line, so you get advice that’s precise—not generic:

  • Children’s Clothing: “Our toddler pants have an adjustable waistband—size up if your child is between sizes, as they can be tightened for a snug fit now and loosened as they grow.”
  • Cashmere Sweaters: “To keep it soft and pill-free, hand wash in cold water with mild detergent, lay flat to dry, and use a cashmere comb weekly on high-friction areas like cuffs.”
  • Women’s Dresses & Shoes: “This midi dress runs slightly small in the bust—size up if you’re between sizes, or opt for the A-line style if you prefer more room.”
  • Men’s Suits & Jackets: “Our regular-fit suits have a 2-inch ease at the waist—if you want a slimmer look, size down, but note that the shoulder width will also narrow.”
  • Accessories: “Leather belts should be sized to fit the middle hole—if your waist is 34 inches, choose a 36-inch belt to leave room for adjustment.”

1.2 Fast, Family-Focused Responses

We know when you have a question—whether it’s about a child’s birthday outfit or a suit for a wedding—you need answers quickly:

  • General Inquiries: Reply within 12-24 business hours (weekdays 9 AM–6 PM ET; weekends/holidays within 24 hours).
  • Urgent Needs: For time-sensitive requests—like a damaged dress before a party, a missing order for a child’s school uniform, or a last-minute size question—we flag your request as “Priority” and respond within 6 hours.

1.3 Proactive Care for Your Wardrobe

We don’t wait for you to reach out. If:

  • Your order is delayed (e.g., a cashmere sweater is held up in quality checks), we’ll email you with a revised timeline and a free Jcrek care sample (e.g., a cashmere comb, a shoe polishing cloth).
  • A style you love is out of stock (e.g., your child’s favorite print jacket), we’ll let you opt for restock alerts—and include a 10% discount for your next purchase when it’s back.

2. How to Connect With Us

We offer two dedicated channels to ensure you get the right support, when you need it—whether you’re sharing photos of a fit issue or asking a quick care question:

2.1 Email Support (Primary Channel)

For detailed inquiries that need category expertise (e.g., sizing help, defect reports, care guidance), email us at [email protected]. To speed up resolution, include:

  • Your full name and order number (if applicable—e.g., “Order #JCR-2025-910: Toddler Size 2T Fleece Jacket”).
  • A clear description of your request (e.g., “My cashmere sweater pilled after one wash—how can I fix this?” “The suit jacket is too tight in the shoulders—do you offer alterations?”).
  • Photos (when relevant): For fit issues (e.g., a photo of your child in the jacket, a pic of the suit on your partner), defects (e.g., a close-up of a loose seam on a dress), or damage (e.g., scuffed shoe soles)—this helps our team assess and respond with precision.

We archive all email conversations, so if you follow up later (e.g., “Last month you advised me on toddler sizing—can I ask about dresses?”), we have your history ready and don’t need you to repeat details.

2.2 Wardrobe Consultations (By Request)

For complex needs—like building a capsule wardrobe for your child, choosing the right cashmere pieces for winter, or finding a suit that works for multiple events—we offer 15-minute virtual consultations with our in-house “Wardrobe Specialists.” To book:

  1. Email [email protected] with “Wardrobe Consultation Request” in the subject line.
  2. Include your availability (e.g., “Monday 2–4 PM ET, Wednesday 10 AM–12 PM ET”) and a brief overview of your needs (e.g., “I need help picking mix-and-match pieces for my 3-year-old’s fall wardrobe”).
  3. We’ll confirm your slot via email, share a Zoom link, and ask you to have any relevant items (or photos of them) ready for the call.

3. Support for Every Stage of Your Shopping Journey

We’re with you from the moment you start browsing to the day you pass down a beloved garment:

3.1 Pre-Purchase Guidance

  • Sizing & Fit Advice: Our team knows our garments’ nuances:
  • Children’s Clothing: “Our 18-24M rompers have longer sleeves for growing toddlers—if your child is 18 months, they’ll fit now and into their 2nd year.”
  • Women’s Dresses: “The wrap dress is adjustable at the waist—size based on your bust measurement, as the waist can be tightened or loosened.”
  • Men’s Suits: “If you’re 6’2” or taller, opt for our ‘long’ length suits—they have longer sleeves and torso to avoid a cropped look.”
  • Style & Occasion Recommendations: Unsure what to buy? We’ll ask about your needs:
  • “For a child’s birthday party, our tulle dress is machine-washable (great for cake messes) and comes with a matching hair clip.”
  • “For a business wedding, our navy suit pairs with a white dress shirt for formal events and a striped polo for casual after-parties.”
  • Fabric & Care Questions: We help you choose garments that fit your lifestyle:
  • “If you have a busy schedule, our machine-washable cashmere sweater is a better fit than our hand-wash-only style—it’s still soft but more low-maintenance.”
  • “Our children’s play jackets are made with stain-resistant fabric—ideal for kids who love messy activities like painting or playing outside.”

3.2 Order & Shipping Support

  • Order Tracking: If you haven’t received a tracking number (sent within 24 hours of shipping) or your package shows no progress, email us—we’ll trace it with the carrier and share real-time updates (e.g., “Your daughter’s dress is in customs—clears in 1-2 days”).
  • Address Changes: We can update your shipping address only if your order hasn’t entered processing (within 24 hours of purchase). Email us immediately with your order number and corrected address—if processing has started, we’ll work with the carrier to redirect (subject to their fees, which we’ll disclose upfront).
  • Gift Assistance: If you’re sending a garment as a gift (e.g., a cashmere sweater for a parent, a suit for a graduate), we’ll include a handwritten note (per your request), omit the price from the packing slip, and ship directly to the recipient. If the gift doesn’t fit or has a defect, we’ll process a return for the recipient and send a replacement—no need for you to coordinate.

3.3 Post-Delivery Care & Issue Resolution

  • Care Troubleshooting: Stuck with a stained dress, stretched cashmere, or scuffed shoes? We provide step-by-step fixes:
  • “To remove food stains from children’s clothing: Soak in cold water with a drop of dish soap for 10 minutes, then machine wash on gentle.”
  • “To fix a stretched cashmere sweater: Fill a basin with cold water, add 1 tbsp hair conditioner, soak for 15 minutes, gently squeeze out excess water, lay flat on a towel, and reshape to its original size as it dries.”
  • “To buff scuffed leather shoes: Apply a small amount of shoe polish (matching the shoe color) with a soft cloth, let dry, then buff with a brush.”
  • Defect & Damage Claims: If your garment arrives with a manufacturing defect (e.g., a hole in a child’s shirt, a broken zipper on a suit, a torn cashmere seam) or is damaged in shipping:
  1. Email us within 48 hours of delivery with photos of the issue and your order number.
  2. We’ll either:
  • Send a free replacement (shipped within 1-3 days, with expedited shipping if you have an upcoming event) and include a prepaid label for the defective item (if we request it).
  • Issue a full refund in USD (processed within 5-10 business days) and let you keep the defective item (to avoid further shipping damage to delicate fabrics like cashmere).
  • Return Support: If you need to return a garment (within 60 days of delivery), we’ll send a prepaid return label and category-specific packing tips (e.g., “Roll dresses to avoid wrinkles”; “Fold cashmere gently to prevent pilling”). We’ll also confirm receipt of your return and update you when your refund is processed.

4. Resolving Unmet Expectations: Making It Right

If you’re not satisfied with our service—whether the advice was incorrect, the response was delayed, or the issue wasn’t resolved—we’ll take immediate action:

  1. Reply to our original email with “Service Follow-Up” in the subject line, and share specific feedback (e.g., “The cashmere care advice you provided didn’t fix the pilling—can we try another solution?”).
  2. A Senior Wardrobe Specialist will review your case within 2 hours, apologize for the inconvenience, and offer a tailored resolution (e.g., a free care kit, a 15% discount on your next purchase, a virtual consultation to troubleshoot the issue).
  3. We’ll follow up 1 week later to ensure you’re satisfied—and use your feedback to train our team (e.g., updating our cashmere care guidelines, refining our sizing advice for children’s clothing).

5. What We Can’t Support

To keep our focus on Jcrek garments and the needs of our family-focused customers, we cannot assist with:

  • Third-Party Purchases: Items bought from resellers (e.g., eBay, consignment shops) rather than jcrek.com—we can’t verify authenticity, access order details, or honor returns for these products.
  • Damage from Misuse: Issues caused by ignoring care instructions (e.g., cashmere washed in hot water, a suit dry-cleaned too frequently, children’s clothing bleached) or normal wear (e.g., faded fabric after years of use, worn shoe soles).
  • Non-Jcrek Garments: Questions about care, sizing, or alterations for clothing not sold by Jcrek (e.g., “How do I fix my non-Jcrek silk dress?”).

6. Join Our Jcrek Family Community

We love seeing how you wear Jcrek—whether it’s a photo of your toddler playing in their romper, a snap of your partner in their suit at a wedding, or a pic of you in a dress for a night out. Tag us (@Jcrek) or share your stories via email—we feature customer photos on our blog and social media, and we even use your feedback to refine our collections (like adding more pockets to children’s pants or expanding size ranges for women’s dresses).

7. Contact Us

For sizing help, care advice, order support, or any other questions—whether you’re shopping for your child, yourself, or a loved one—reach out:

Email: [email protected]

Wardrobe Consultations: Request via email (subject line: “Wardrobe Consultation Request”)