Customer Service Policy of Rothns

At Rothns, we believe that exceptional customer service is just as important as the quality of our comfortable, washable, stylish, and sustainable shoes and bags (including flats, sneakers, Mary Janes, clogs, totes, handbags, and more). This Customer Service Policy outlines how we support you throughout your shopping journey—from pre-purchase questions to post-delivery assistance—ensuring your experience with us is smooth, transparent, and satisfying.

1. Service Scope

Our customer service team is here to assist you with all matters related to your Rothns experience, including but not limited to:

  • Pre-Purchase Inquiries: Information about product details (e.g., material composition of washable sneakers, sizing guides for Mary Janes), availability, care instructions (e.g., how to wash our tote bags), and sustainable practices.
  • Order Support: Help with order placement, tracking, modifications, or cancellations (in line with our Terms of Purchase).
  • Shipping & Delivery: Updates on shipping timelines, tracking issues, missing packages, or delivery delays (as referenced in our Shipping Policy).
  • Returns & Refunds: Guidance on initiating returns, checking refund status, or resolving issues with returned products (per our Refund Policy).
  • Account Assistance: Help with creating or accessing your user account, updating personal information, or resetting passwords.
  • Feedback & Complaints: Addressing your feedback, concerns, or complaints about products, services, or the website—we use this input to improve our offerings.

2. Contact Channels

We offer a primary, reliable contact channel to ensure your inquiries are handled efficiently:

  • Email Support: The fastest and most comprehensive way to reach us is via email at [email protected]. This channel allows us to track your inquiry, attach necessary documents (e.g., return labels, order confirmations), and provide detailed responses.
  • When emailing, please include relevant details to help us assist you faster: your order number (if applicable), product name/SKU, and a clear description of your request (e.g., “Inquiry about sizing for Rothns sustainable clogs” or “Follow-up on refund for order #12345”).

Note: We may expand to additional channels (e.g., live chat, phone support) in the future. Any new contact methods will be updated here and announced on our website.

3. Response Timelines

We are committed to addressing your inquiries promptly. Our response timelines are as follows:

  • General Inquiries (Pre-Purchase, Account Help): We aim to respond within 1-2 business days (excluding weekends and public holidays like Christmas, New Year’s Day, and Thanksgiving).
  • Urgent Matters (Order Issues, Missing Packages): For time-sensitive requests (e.g., a lost order, a defective product received), we prioritize responses and aim to get back to you within 1 business day.
  • Returns & Refunds: Inquiries about return approvals, refund status, or return shipping labels are typically resolved within 2-3 business days (to allow for verification of order/return details).

If you do not receive a response within the stated timeline, please check your spam/junk folder (emails from [email protected] may sometimes be filtered) or resend your inquiry—we apologize for any delays and will prioritize your request.

4. Issue Resolution Process

We follow a structured process to resolve your issues effectively and fairly:

  1. Inquiry Receipt: When we receive your email, we log your request in our system and assign it to a customer service representative (CSR) trained to handle your specific issue (e.g., a CSR specializing in returns for product-related concerns).
  2. Information Gathering: If your inquiry requires additional details (e.g., photos of a defective tote bag, a copy of your shipping receipt), our CSR will request these upfront to avoid delays.
  3. Investigation & Action: For complex issues (e.g., a lost package, a disputed refund), we may need to coordinate with our shipping carriers, warehouse team, or payment processors. We will keep you updated on the progress every 2-3 business days until the issue is resolved.
  4. Resolution & Follow-Up: Once your issue is resolved (e.g., a refund initiated, a replacement order shipped, a tracking update provided), we will send you a final email confirming the outcome. We may also follow up 1-2 business days later to ensure you are satisfied with the resolution.

5. Support for International Customers

As a global brand, we provide equal support to customers worldwide, regardless of your location. For international customers:

  • Language Support: Currently, our customer service is available in English. If you need assistance in another language, please note this in your email—we will use translation tools to communicate clearly and ensure your needs are met.
  • Customs & Duties Help: If you have questions about local customs duties, taxes, or clearance delays (as outlined in our Shipping Policy), our team can provide guidance on contacting local customs offices or interpreting carrier communications.
  • Time Zone Considerations: While our team operates in UTC-8, we respond to international inquiries as part of our regular business hours, and timelines remain consistent with Section 3 (1-3 business days).

6. Feedback Collection & Use

Your feedback helps us improve our products and services. We may request feedback in the following ways:

  • Post-Resolution Surveys: After resolving your issue, we may send a short survey (via email) asking about your experience with our customer service (e.g., “Was your issue resolved to your satisfaction?”).
  • Product Feedback: If you share comments about our products (e.g., “The washable sneakers run small”), we pass this information to our design and product teams to refine future collections.
  • Website & Service Feedback: Suggestions about our website usability, shipping process, or customer service channels are reviewed by our operations team to make impactful changes.

All feedback is anonymous unless you choose to provide your contact details, and we never share your feedback with third parties.

7. Accessibility

Rothns is committed to making our customer service accessible to all users. If you have accessibility needs (e.g., requiring responses in a larger font, or alternative formats like plain text), please note this in your email, and we will accommodate your request.

8. Changes to This Policy

We may update this Customer Service Policy to reflect improvements to our support processes (e.g., adding new contact channels, adjusting response timelines) or changes in business operations. When we make updates, we will revise the “last updated” date at the top of this document and post the new version on our website. Your continued use of our website and engagement with our customer service team after changes take effect constitutes your acceptance of the updated policy. We encourage you to review this policy periodically.

9. Contact Us

For any questions, concerns, or requests related to our customer service or this policy, please reach out to us at:

We value your trust in Rothns and are dedicated to providing the support you need to enjoy our shoes and bags with confidence.