Customer Service Policy – Negativeunderweares

At Negativeunderweares, we believe that great service is as essential as the comfort of our bras, underwear, thongs, and loungewear. Whether you need help finding the right size, have questions about a return, or want to share feedback, our team is here to make your experience effortless. This policy outlines how we’ll support you—because your satisfaction matters as much as the quality of our products.

1. Our Service Promise

We stand by three core values to ensure your experience is as smooth as our fabrics:

  • Empathy: We know that undergarments are personal. Whether you’re struggling with sizing, unsure about fabric care, or disappointed with a purchase, we’ll listen with patience and understanding.
  • Expertise: Our team is trained to know the ins and outs of our products—from bra sizing guides to loungewear fabric details. We’ll give you accurate, practical advice to help you make the best choices for your body and lifestyle.
  • Respect for Privacy: We understand that shopping for undergarments requires discretion. Your questions, orders, and personal details will always be handled with the utmost confidentiality.

2. How to Reach Us

We’ve made it easy to connect, whether you prefer email or need quick answers:

  • Email: Send your inquiries to [email protected]. This is our primary support channel, and we aim to respond within 24-48 business hours. For urgent matters (e.g., a missing order or a sizing emergency), include “Urgent” in the subject line—we’ll prioritize these to resolve issues quickly.
  • FAQs: Visit our Frequently Asked Questions page on negativeunderweares.com for instant answers to common queries, like “How do I measure for a bra?” or “Can I return underwear if the tag is removed?” We update this page regularly with insights from real customer questions.
  • Social Media: Follow us on Instagram and Facebook. While we focus on email for detailed issues, we love hearing from you in comments or DMs and will respond as quickly as possible (typically within 1-2 days).

3. What We Can Help With

Our team is ready to assist with all things related to your undergarments and loungewear:

  • Sizing Guidance: Bra sizes, underwear fits, and loungewear measurements can be confusing. We’ll help you measure correctly, explain how our fabrics stretch, and suggest sizes based on your body type (e.g., “Our high-waist underwear runs true to size, but if you prefer a snug fit, size down”).
  • Product Details: Need to know if a bra has underwire? Wondering if loungewear is machine-washable? We’ll share specs, fabric care tips, and details about features like moisture-wicking or seamless designs.
  • Order Support: Track your shipment, update your address (before shipping), check on a return, or resolve issues with missing items (e.g., a thong that didn’t arrive with your order).
  • Returns and Refunds: Walk you through the return process, clarify eligibility (e.g., “Hygiene liners must be intact for underwear returns”), or follow up on refund status (see our Refund Policy for details).
  • Privacy Concerns: If you have questions about how we handle your personal information (e.g., billing details or shipping addresses), we’ll explain our practices clearly and address any worries.
  • Feedback: Whether you love a new loungewear set or have ideas for improvement, we want to hear it. Your input helps us make better products and provide better service.

4. How We Resolve Issues

We’ve streamlined our process to turn questions into solutions, so you can get back to feeling comfortable:

  1. Reach Out: Contact us via email with your order number (if applicable) and a clear description of your request. Including photos (e.g., a bra that doesn’t fit, a fabric defect) helps us assist faster.
  2. Get a Response: We’ll acknowledge your inquiry within 24-48 hours, confirming we’ve received it and outlining next steps.
  3. Find a Solution: Our team will work to resolve your issue—whether that means sending a replacement for a defective thong, providing a sizing chart for bras, or troubleshooting a tracking update that’s stuck. For sensitive issues (like returns of intimate items), we’ll handle your request with extra care.
  4. Follow Up: We’ll check in to make sure you’re satisfied with the outcome. If a solution takes longer (e.g., restocking a popular bra), we’ll keep you updated with clear timelines.

5. Our Service Standards

To ensure consistent, respectful support, our team follows these guidelines:

  • Training: Every team member completes training on product details, sizing, and privacy best practices—so you’re talking to someone who understands your needs.
  • Transparency: If we don’t have an answer right away (e.g., about a new fabric’s durability), we’ll research it and get back to you—no guesswork.
  • Accountability: If we make a mistake (e.g., shipping the wrong size), we’ll take responsibility and make it right—whether that’s a full refund, free return shipping, or a discount on your next order.
  • Inclusivity: We celebrate all body types and ensure our support is inclusive, whether you’re shopping for your first bra, maternity underwear, or plus-size loungewear.

6. Feedback and How We Use It

Your thoughts help us grow. If you have feedback about our service—good or bad—email us at [email protected] with “Feedback” in the subject line. A member of our team will review your input within 3 business days and use it to improve. Common feedback might lead to updates in our FAQs, team training on specific products, or even changes to our sizing guides.

7. Changes to This Policy

We may update this Customer Service Policy to reflect new ways we’re supporting you (e.g., adding live chat during busy seasons). Any changes will be posted here with a revised “last updated” date. We encourage you to check back occasionally to see how we’re evolving.

8. Let’s Connect

Whether you’re sharing a photo of your new loungewear, asking for help with a return, or just need sizing advice—we’re here, and we’re listening.

Email us anytime: [email protected]