Customer Service Policy – Everlank

At Everlank, where we craft modern essentials—timeless linen apparel, durable leather accessories, and functional home goods designed for “less but better” living—our customer service is as intentional as our designs. We don’t just answer questions; we share expertise that helps you care for your pieces, choose items that fit your lifestyle, and resolve issues seamlessly. Whether you need help figuring out how to wash a linen shirt without shrinking it, adjusting the fit of a leather tote strap, or troubleshooting a stuck desk organizer drawer, we’re here to support your intentional journey. This policy outlines how we deliver personalized, category-specific service for every need.

1. Our Service Promises: For Your Intentional Lifestyle

We stand by three core commitments, tailored to the needs of shoppers who value quality, functionality, and simplicity:

1.1 Category Expertise You Can Trust

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

  • Linen Apparel: “Wash linen in cold water on a gentle cycle, hang to dry (or tumble dry on low) to minimize wrinkles—skip ironing if you love its natural texture, or iron while slightly damp for a crisp look.”
  • Leather Accessories: “To clean your leather tote, wipe with a damp microfiber cloth (no soap!) and let air dry—avoid direct sunlight, which can fade the color, and use a leather conditioner once a season to keep it soft.”
  • Home Goods: “Our desk organizer drawers use a soft-close mechanism—if they stick, wipe the rails with a dry cloth (dust buildup is usually the culprit) instead of forcing them open.”

1.2 Fast, Uncomplicated Responses

We know you value simplicity—so we keep our service quick and straightforward:

  • General Inquiries: Reply within 12-24 business hours (weekdays 9 AM–6 PM ET; weekends/holidays within 24 hours). No automated loops, no long wait times—just a human response to your question.
  • Urgent Needs: For time-sensitive issues—like a damaged travel tote before a trip, a missing order for a work linen shirt, or a last-minute size question—we flag your request as “Priority” and respond within 6 hours.

1.3 Proactive Care for Your Essentials

We don’t wait for you to reach out—we anticipate your needs:

  • If your order is delayed (e.g., a linen sweater is held up in quality checks), we’ll email you with a revised timeline and a free Everlank care card (e.g., linen care tips, leather maintenance tricks) to help you prep for your new piece.
  • If a style you love is out of stock (e.g., your favorite leather tote color), we’ll let you opt for restock alerts—and include a 10% discount for your next purchase when it’s back, so you can keep building your intentional wardrobe.

2. How to Connect With Us

We offer two simple channels to get support—no extra apps or complicated forms:

2.1 Email Support (Primary Channel)

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

  • Your full name and order number (if applicable—e.g., “Order #EVR-2025-345: Women’s Linen Shirt, Navy”).
  • A clear description of your request (e.g., “My leather wallet’s snap isn’t closing—how can I fix it?” “I need to know if the desk organizer fits a 13-inch laptop”).
  • Photos (when relevant): For fit issues (e.g., a photo of the linen shirt on you), defects (e.g., a close-up of a loose tote strap), or stuck parts (e.g., a pic of the desk organizer drawer)—this helps our team diagnose and solve the problem faster.

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

2.2 Essential Care Consultations (By Request)

For deeper questions—like building a capsule wardrobe with linen pieces, caring for leather accessories in different climates, or organizing your home with our goods—we offer 15-minute virtual consultations with our in-house “Essential Specialists.” To book:

  1. Email [email protected] with “Care Consultation Request” in the subject line.
  2. Include your availability (e.g., “Tuesday 3–5 PM ET, Thursday 10 AM–12 PM ET”) and a brief overview of your needs (e.g., “I need help caring for my leather tote in humid weather”).
  3. We’ll confirm your slot via email, share a Zoom link, and ask you to have your essential (or photos of it) ready for the call.

3. Support for Every Stage of Your Journey

We’re with you from the moment you browse to the day you pass down a beloved essential:

3.1 Pre-Purchase Guidance

  • Sizing & Fit Advice: Our team knows our essentials’ nuances—no guesswork:
  • Linen Apparel: “Our linen shirts have a relaxed fit—size down if you prefer a more tailored look, but note that linen shrinks slightly after the first wash (we pre-wash fabrics to minimize this, but it’s still good to account for).”
  • Leather Accessories: “Our tote straps are adjustable—if you’re between heights (e.g., 5’4”–5’6”), opt for the shorter strap length for crossbody wear, or the longer one for shoulder carry.”
  • Home Goods: “Our desk organizer is 18 inches wide—measure your desk surface first, and note that it needs 2 inches of clearance at the back for the drawers to open fully.”
  • Lifestyle Matching: We help you choose essentials that fit how you live:
  • “If you travel often, our foldable linen shirt is better than our structured style—it packs smaller and resists wrinkles.”
  • “If you have kids or pets, our full-grain leather tote is more durable than our top-grain option—it hides scuffs better and develops a richer patina.”

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 desk organizer 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 an essential as a gift (e.g., a linen scarf for a friend, a leather wallet for a family member), 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 wrinkled linen dress, a stiff leather strap, or a messy desk organizer? We have simple fixes:
  • “To remove wrinkles from linen without ironing: Hang the dress in the bathroom while you shower—the steam will relax the fabric.”
  • “To soften a stiff leather strap: Rub a small amount of coconut oil (or leather conditioner) into the strap, let sit for 30 minutes, then wipe off excess.”
  • “To organize small items in your desk organizer: Use our linen drawer dividers (sold separately) to separate pens, paperclips, and sticky notes.”
  • Defect & Damage Claims: If your essential arrives with a manufacturing defect (e.g., a hole in linen fabric, a broken leather snap, a stuck drawer) 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 need) 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 or leather).
  • Return Support: If you need to return an essential (within 60 days of delivery), we’ll send a prepaid return label and category-specific packing tips (e.g., “Fold linen gently to avoid wrinkles”; “Wrap leather in its dust bag to prevent scratches”). 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 fix it quickly:

  1. Reply to our original email with “Service Follow-Up” in the subject line, and share specific feedback (e.g., “The linen care advice you provided didn’t prevent shrinking—can we try another solution?”).
  2. A Senior Essential 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 improve our service (e.g., updating our linen care guidelines, refining our sizing advice for leather accessories).

5. What We Can’t Support

To keep our focus on Everlank essentials and your intentional lifestyle, we cannot assist with:

  • Third-Party Purchases: Items bought from resellers (e.g., eBay, consignment shops) rather than everlank.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., linen washed in hot water, leather exposed to bleach, desk organizers dropped) or normal wear (e.g., faded linen after years of use, worn leather edges).
  • Non-Everlank Items: Questions about care, sizing, or repairs for products not sold by Everlank (e.g., “How do I fix my non-Everlank leather bag?”).

6. Join Our Intentional Community

We love seeing how our essentials fit into your life—whether it’s a photo of your linen shirt at the office, your leather tote on a hike, or your desk organizer keeping your workspace tidy. Tag us (@Everlank) or share your stories via email—we feature customer photos on our blog and social media, and we use your feedback to refine our essentials (like adding more pocket options to our linen shirts or adjusting tote strap lengths).

7. Contact Us

For care advice, sizing help, order support, or any other questions—whether you’re new to intentional living or a long-time minimalist—reach out:

Email: [email protected]

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