Customer Service Policy – Motelrockes

At Motelrockes, we believe that great customer service is as integral to your experience as the vintage and printed women’s fashion we curate. Whether you’re hunting for the perfect retro dress, need help with sizing, or have questions about a vintage piece’s history, our team is here to make your journey with us smooth, enjoyable, and full of style. This Customer Service Policy outlines our commitment to supporting you every step of the way.

1. Our Service Promise

We stand by three core values in every interaction:

  • Passion for Vintage: Our team shares your love for unique fashion—we’re here to geek out over retro prints, explain the stories behind vintage pieces, and help you find styles that feel like they were made for you.
  • Clarity and Kindness: We communicate openly, answer questions thoroughly, and treat every customer with patience and respect, whether you’re a seasoned vintage collector or new to retro fashion.
  • Attention to Detail: From tracking a shipment to describing a vintage blouse’s fabric, we sweat the small stuff to ensure you have all the info you need to shop with confidence.

2. How to Reach Us

We offer simple, accessible ways to connect with our team:

  • Email: Send your questions, concerns, or style stories 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 damaged vintage item upon delivery), include “Urgent” in the subject line.
  • FAQs: Visit our Frequently Asked Questions page on motelrockes.com for quick answers to common queries—from vintage sizing guides to print care tips. We update this page regularly with insights from our customers.
  • Social Media: Follow us on Instagram and Pinterest. While we prioritize email for detailed issues, we love hearing from you in comments or DMs and will respond as promptly as possible (typically within 1-2 days).

3. What We Can Help With

Our team is ready to assist with all things vintage and printed fashion:

  • Product Details: Need more info about a vintage dress’s era, fabric, or condition? Want to know if a printed skirt’s pattern is fade-resistant? We’ll share photos, measurements, and expert insights to help you decide.
  • Order Support: Track your shipment, update your address (before shipping), check on a return, or resolve issues with missing items. For vintage orders, we can also provide updates on extended processing times.
  • Sizing and Fit: Vintage sizing can differ from modern standards—we’ll help you compare measurements, suggest styling hacks, or recommend similar pieces if a size is sold out.
  • Care Tips: Learn how to preserve your vintage find (e.g., hand-washing delicate fabrics) or keep printed items looking vibrant wash after wash.
  • Returns and Refunds: Guide you through the return process, explain eligibility for vintage items, or follow up on refund status (see our Refund Policy for details).
  • Feedback: Share what you love (or what we could improve)—your input helps us curate better collections and refine our service.

4. How We Resolve Issues

We’ve streamlined our process to turn questions into solutions:

  1. Reach Out: Contact us via email with your order number (if applicable) and a clear description of your request. For vintage items, including photos (e.g., of a seam or print detail) 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 additional photos of a vintage blouse, coordinating a return, or troubleshooting a shipping delay. For unique vintage pieces, we’ll go the extra mile to find alternatives if your first choice isn’t available.
  4. Follow Up: We’ll check in to ensure you’re satisfied with the outcome. If a solution takes time (e.g., sourcing a replacement vintage item), we’ll keep you updated with clear timelines.

5. Our Service Standards

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

  • Vintage Expertise: Every team member is trained to identify eras, fabrics, and common vintage flaws, so you get accurate info about your purchase.
  • Transparency: If we don’t have an answer right away (e.g., a rare vintage fabric’s origin), we’ll research it and get back to you—no guesswork.
  • Accountability: If we make a mistake (e.g., misdescribing a vintage item’s condition), we’ll take responsibility and make it right—whether that’s a full refund, replacement, or store credit.
  • Inclusivity: We celebrate all styles and bodies. If you need help finding sizes for plus-size vintage or inclusive prints, just ask—we’re here to support you.

6. Feedback and How We Use It

Your thoughts matter. If you have feedback about our service, email us at [email protected] with “Feedback” in the subject line. A member of our leadership team will review your input within 3 business days and use it to improve—whether that’s updating our FAQs, training the team on a specific topic, or adjusting how we describe vintage items.

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 or expanding our vintage expertise). Any changes will be posted here with a revised “last updated” date. We encourage you to check back occasionally to see how we’re growing.

8. Let’s Connect

Whether you’re sharing a photo of you in your new vintage dress, asking for help with a return, or just want to chat about retro fashion—we’re here.

Email us anytime: [email protected]