Customer Service Policy – Old Nav Shop
- Mission and Commitment
At Old Nav Shop, your satisfaction isn’t just a goal—it’s the foundation of everything we do. We’re dedicated to delivering exceptional customer service at every touchpoint, from the moment you start browsing our site to long after your order arrives. Our promise is to make you feel valued, heard, and confident in choosing us, whether you’re shopping for everyday essentials or special occasion pieces.
- Communication Channels
- Email Support: For questions about orders, returns, products, or anything else, reach out to our team at [email protected]. We strive to respond to all inquiries within 24–48 business hours on weekdays, ensuring you get timely, helpful answers.
- Self-Service Resources: Our website features an updated FAQ section packed with answers to common questions—from sizing guides and shipping timelines to return policies. It’s available 24/7, so you can find quick solutions whenever you need them.
- Service Offerings
- Pre-Purchase Assistance
- Product Details: Need specifics? We’ll provide detailed info on sizing, materials, color accuracy, or stock levels to help you shop with confidence.
- Style Guidance: Unsure what fits your needs? Our team can offer personalized recommendations based on your preferences, whether you’re looking for durable kids’ wear or versatile maternity styles.
- Order-Related Support
- Order Updates: Want to track your package or check processing status? Drop us a line, and we’ll share the latest details, including estimated delivery dates.
- Address Changes: If you need to update your shipping or billing address, contact us as soon as possible. While we can’t guarantee changes for orders already in transit, we’ll work quickly to adjust details when we can.
- Shipping Issues: Delays, lost packages, or wrong deliveries? We’ll partner with our shipping carriers to investigate and resolve the problem promptly, keeping you in the loop every step of the way.
- Returns and Refunds
- Return Help: Our team will walk you through the return process, from initiating a request to packaging your items and securing a return label (when applicable).
- Refund Clarity: Curious about when your refund will hit your account or why a certain amount was credited? We’ll explain timelines, methods, and any adjustments clearly, so there are no surprises.
- Product Issues
- Damaged or Defective Items: If your order arrives damaged or faulty, let us know right away. We’ll arrange a stress-free return and offer a full refund or replacement—whichever you prefer.
- Product Satisfaction: Not happy with how an item wears, fits, or holds up? Share your experience, and we’ll find a solution, whether that’s troubleshooting tips or a return option that works for you.
- Customer Service Team Training
Our team members undergo rigorous training to master every detail of our products, policies, and processes. They’re also trained to communicate with empathy, solve problems creatively, and resolve conflicts with professionalism—so you’ll always feel respected, even when things don’t go as planned.
- Feedback and Improvement
- Your Input Matters: We welcome all feedback, positive or constructive. Whether you love a new product line or have ideas to make our service better, email us at [email protected]. Your insights help us grow and serve you better.
- Resolving Concerns: If something falls short of your expectations, we’ll make it right. Our team will listen carefully, investigate thoroughly, and take action to resolve the issue promptly—keeping you updated until you’re satisfied.
- Service Hours
Our customer service team is here to help Monday through Friday, 9:00 AM to 5:00 PM (EST). Messages sent outside these hours will be prioritized and addressed the next business day. We appreciate your patience as we work to get back to you.