Customer Service Policy – Allbirde

At Allbirde, we’re committed to providing exceptional support to ensure your experience with our natural material footwear and apparel is nothing short of excellent. Whether you have questions about our products, need help with an order, or want to share feedback, our team is here to assist.

1. Our Commitment

We strive to deliver friendly, knowledgeable, and timely service. Your satisfaction is our priority, and we work to resolve any concerns with transparency and care.

2. How to Reach Us

  • Email: Send your inquiries to [email protected]—our primary channel for support. We aim to respond to all emails within 24–48 business hours.
  • Urgent Matters: For time-sensitive issues (e.g., order discrepancies or delivery emergencies), include “Urgent” in your email subject line, and we’ll prioritize your request.

3. Areas of Support

Our customer service team can assist with:

  • Tracking the status of your order, including updates on processing and delivery.
  • Updating shipping or billing information (only if your order hasn’t shipped yet).
  • Answering questions about our products, such as materials (merino wool, eucalyptus), sizing, care instructions, or sustainability practices.
  • Initiating returns or processing refunds (see our Refund Policy for details).
  • Resolving issues with damaged, defective, or incorrect items.
  • Providing details about shipping, including international delivery and customs information.

4. Service Hours

Our team is available during the following hours (Eastern Time, ET):

  • Monday–Friday: 8:00 AM – 8:00 PM
  • Saturday: 9:00 AM – 5:00 PM
  • Sunday: 10:00 AM – 4:00 PM

Emails sent outside these hours will be addressed on the next business day.

5. Feedback & Improvement

We value your input. If you have suggestions for how we can enhance our products, services, or overall experience, please share them with us at [email protected]. Your feedback helps us grow and stay true to our mission of creating better, more sustainable footwear and apparel.

6. Resolution Commitment

If you’re not satisfied with the outcome of your inquiry, let us know. We’ll review your case again to find a solution that meets your needs, ensuring fairness and respect throughout the process.

Thank you for choosing Allbirde. We’re honored to be part of your journey toward comfortable, sustainable style.