Service Policy
At Bold Basics, our goal is to provide a smooth, transparent, and premium shopping experience from the moment you place your order until your jacket arrives at your doorstep.
This Service Policy explains how we manage customer support, order handling, communication, and after-sales assistance.
Customer Support
Our customer support team is available to assist you with:
- Product inquiries
- Order updates
- Shipping questions
- Size guidance
- Return and refund requests
- General assistance
We aim to respond to all customer inquiries within 24-48 business hours.
Email: storeboldbasics@gmail.com
Made-to-Order Production
Every Bold Basics jacket is produced specifically for each customer after an order is placed.
Because each product is made individually:
- Production begins only after payment is confirmed.
- Manufacturing typically takes up to 7 business days.
- Production cannot be paused or modified once it has started.
Order Updates
We keep customers informed throughout the order process.
You may receive updates regarding:
- Order confirmation
- Production status
- Shipment confirmation
- Tracking information
- Delivery updates (when available)
Order Changes
Customers may request changes to their order within 12 hours of placing it.
Examples include:
- Size changes
- Shipping address corrections
- Contact information updates
After production begins, changes may no longer be possible.
Size Assistance
If you're unsure which size to order, our support team is happy to help before your purchase.
Customers are encouraged to review the size guide carefully before placing an order.
Sizing issues resulting from incorrect measurements provided by the customer may not qualify for returns or exchanges under our Return & Refund Policy.
Quality Commitment
Every jacket is inspected before shipment to ensure it meets our quality standards.
We carefully check:
- Stitching
- Materials
- Printing or embroidery (where applicable)
- Overall craftsmanship
- Packaging
If you receive a product with a manufacturing defect, please contact us promptly with photos of the issue.
Shipping Support
Once your order has been dispatched, a tracking number will be sent to your email.
Our team is available to assist with:
- Tracking updates
- Delivery inquiries
- Shipping delays
- Courier communication when necessary
Delivery times remain estimates and may be affected by customs or courier operations.
Custom Requests
Depending on production availability, we may accommodate special requests before production begins.
Examples may include:
- Priority production
- Gift notes
- Special delivery instructions
Approval of custom requests is subject to feasibility and may not always be possible.
Communication
To ensure fast and accurate assistance, customers should include the following when contacting us:
- Full name
- Order number
- Email address used for the purchase
- Description of the inquiry
Providing complete information helps us resolve requests more efficiently.
After-Sales Support
Our commitment doesn't end once your order is delivered.
If you experience any issues with your purchase, our support team will work with you to find an appropriate solution in accordance with our:
- Return & Refund Policy
- Shipping Policy
- Terms & Conditions
Service Availability
Customer support is provided during normal business days.
Response times may be slightly longer during:
- Public holidays
- Peak sales periods
- Major promotional events
We appreciate your patience during these times.
Policy Updates
Bold Basics reserves the right to update this Service Policy at any time to reflect improvements to our services or operational changes.
Any updates become effective immediately upon publication on our website.
Contact Us
If you have any questions regarding this Service Policy or require assistance with your order, please contact us:
Bold Basics
Email: storeboldbasics@gmail.com
We're committed to providing every customer with professional, reliable, and responsive service.