Customer Service Policy – champiou

At champiou, we are committed to providing exceptional customer service that matches the quality of our hoodies, sweatshirts, joggers, and performance gear. Our goal is to ensure every customer feels valued, supported, and satisfied with their shopping experience—from browsing our site to receiving and using their purchases. This policy outlines the standards and processes for our customer service to keep interactions transparent and reliable.

1. Service Commitment & Core Values

We stand by three core principles in all customer interactions:

Responsiveness: We prioritize timely replies to your inquiries, feedback, or concerns.
Transparency: We communicate clearly about our products, policies, order status, and any potential issues.
Fairness: We resolve problems with empathy and fairness, ensuring solutions align with both customer needs and brand guidelines.

Our customer service team consists of trained professionals who are knowledgeable about our products and dedicated to helping you.

2. Contact Information & Response Times

We offer multiple channels to reach our support team, and we strive to respond within the following timeframes:

Contact Channel	Availability	Response Time
Email	24/7 (submissions)	1-2 business days (we aim to reply sooner for urgent requests)
Order Portal	24/7 (self-service)	N/A (for tracking, updates, or return requests)
Future Phone Support	Coming soon	To be announced

Primary Support Email: [email protected]

Please include your order number (if applicable) in your message to help us assist you faster.

3. Order-Related Services

3.1 Order Placement & Confirmation

After placing an order, you will receive an order confirmation email to the address provided at checkout within 15 minutes. This email includes your order number, item details, shipping address, and total cost.
If you do not receive a confirmation email within 1 hour, check your spam/junk folder first. If it’s not there, contact us immediately at [email protected].

3.2 Order Modification or Cancellation

We aim to process orders quickly, so modifications (size, color, shipping address) or cancellations are only possible if requested within 2 hours of order placement.
To modify or cancel an order, email us at [email protected] and include the details of your request.
If your order has already been processed or shipped, modifications/cancellations are no longer possible, but you may initiate a return (see Section 4).

3.3 Order Tracking

Once your order ships, we will send a shipping confirmation email with a tracking link (provided by our shipping partners).
You can also track your order by logging into your champiou account (if created) and navigating to the “Order History” section.
If your tracking link shows no updates after 3 business days of receiving the shipping email, contact us for assistance.

4. Returns & Exchanges Policy

We want you to love your champiou gear. If you’re not satisfied, we offer hassle-free returns and exchanges within the following guidelines:

4.1 Eligibility

Items must be returned within 30 days of delivery.
Items must be in unused, unworn, and original condition (tags attached, no stains, tears, or signs of wear).
Final sale items (marked “Final Sale” on the product page) are not eligible for returns or exchanges.

4.2 How to Initiate a Return/Exchange

Email us at [email protected]:

Reason for return/exchange
Item name, size, and quantity
For exchanges: Desired size/color (if available)

Our team will respond within 1-2 business days with a prepaid return shipping label and detailed instructions.
Package the item(s) securely (preferably in the original packaging) and attach the return label.
Drop off the package at the designated shipping location.

4.3 Refunds & Exchange Processing

Refunds: Once we receive and inspect your returned item (typically 3-5 business days after delivery to our warehouse), we will process your refund to the original payment method. Refunds may take 5-7 business days to reflect in your account, depending on your bank or payment provider.
Exchanges: If your desired size/color is in stock, we will ship the exchange item within 2 business days of approving your return. If it’s out of stock, we will offer a full refund instead.
Return Shipping Costs: We cover the cost of return shipping for eligible returns/exchanges (via the prepaid label). If an item is returned due to customer error (e.g., wrong size ordered) and is eligible, the return shipping cost is still covered as part of our customer satisfaction guarantee.

5. Damaged, Defective, or Incorrect Items

If you receive an item that is:

Damaged (e.g., torn, stained) upon delivery
Defective (e.g., broken zipper, faulty stitching)
Incorrect (wrong item, size, or color)

Please follow these steps:

Contact us at [email protected] within 7 days of delivery.
Include clear photos of the item, the packaging, and your order confirmation for verification.
Our team will review your request within 1 business day and arrange for:

A free replacement (shipped immediately if in stock)
A full refund (including original shipping costs)
A prepaid label for returning the incorrect/damaged item (no cost to you)

We will never ask you to keep a damaged, defective, or incorrect item without resolving the issue to your satisfaction.

6. Product Inquiries & Sizing Help

If you have questions about product details (materials, care instructions, sizing, etc.):

Check our Product FAQ page first for quick answers to common questions.
For personalized help (e.g., sizing recommendations), email us at [email protected] with your measurements or fit preferences—our team is happy to assist.

7. Privacy & Data Protection

We respect your privacy. Any personal information you share with our customer service team (e.g., order details, contact information) is protected in accordance with our Privacy Policy. We will never share your data with third parties without your explicit consent.

8. Feedback & Complaints

Your feedback helps us improve. If you’re dissatisfied with our service or products, please let us know at [email protected]—we will investigate your concern and work to resolve it within 3 business days.

We also welcome positive feedback! Share your champiou experience on social media or leave a review on our site—we appreciate hearing how we’re doing.

9. Policy Updates

We may update this Customer Service Policy from time to time to reflect changes in our operations, shipping partners, or customer needs. Any updates will be posted on this page with a revised “Last Updated” date. We encourage you to review this policy periodically.

Last Updated: September 8, 2025

Thank you for choosing champiou. We’re honored to be part of your journey—and we’re here to support you every step of the way.