Customer Support & After-Sales Service

Customer Support & After-Sales Service

At PollyFabShoes, we are committed to providing reliable customer service and a smooth shopping experience. If you have any questions regarding your order, our support team is here to help.

Customer Support

Support Email

th2575206@gmail.com

Customer Service Hours
Monday – Friday
9:00 AM – 6:00 PM (HKT)

Response Time
We typically respond to all customer inquiries within 24–48 business hours.

During holidays or high-volume periods, response times may be slightly delayed.

Order Support Process

If you need assistance with your order, please contact our support team with the following information:

  • Order Number
  • Full Name
  • Email Address used for the order
  • Description of the issue
  • Photos or videos (if applicable)

Our team will review your request and provide a solution as quickly as possible.

Return & Refund Support

For return or refund requests:

  1. Contact our support team within 30 days of delivery
  2. Provide your order information and reason for the request
  3. Our support team will review and provide return instructions
  4. Once the returned item is received and inspected, refunds will be processed to the original payment method

Refund processing time may take 3–7 business days depending on your payment provider.

Damaged or Incorrect Orders

If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery.

Please include:

  • Order Number
  • Clear photos of the item and packaging
  • Description of the issue

We will review the case and arrange a suitable resolution, including replacement or refund if applicable.

Disputed Orders & Chargebacks

We encourage customers to contact our support team before opening a payment dispute or chargeback.

For disputed transactions:

  • Our team will investigate the order details, shipping confirmation, and communication history
  • We may request additional information from the customer for verification
  • We aim to resolve disputes fairly and efficiently through direct communication whenever possible

Unauthorized or fraudulent activity may result in order cancellation or refusal of service.

Shipping Delays

While we strive to ensure timely delivery, shipping delays may occasionally occur due to:

  • Customs processing
  • Carrier delays
  • Weather conditions
  • Peak holiday periods

If your package is delayed, please contact our support team and we will assist with tracking and updates.

Our Commitment

PollyFabShoes is committed to providing clear communication, reliable after-sales support, and a positive customer experience throughout every order process.