Customer Service Policy: Motelrockns — Support That Fits Your Style Journey

At Motelrockns, we believe great women’s fashion deserves great support. Whether you’re hunting for the perfect midi dress, need help finding your size in our high-waisted jeans, or have questions about returning a blouse, our team is here to make your shopping experience as seamless and joyful as slipping into a outfit that feels like you. Below’s how we’ll support you—every step of the way.

1. Order Inquiries & Tracking: Stay in the Loop

We know waiting for a new fashion find can be exciting—so we keep you updated on every detail of your order:

  • Order Confirmation: Within 1 hour of placing your order, you’ll get a confirmation email (check your spam folder!) with your order number, item details (e.g., “Lace Trim Sundress – Blush – Size M”), and estimated shipping date. If you don’t see it, reach out right away—we’ll resend it.
  • Shipping Updates: Once your order ships (usually 1–3 business days for in-stock items like tees, jeans, and jackets), we’ll send a tracking link to your email. Use it to follow your package—whether it’s a party dress heading to your door or a casual sweater for weekends.
  • Need Help Fast?: If your order is delayed, tracking isn’t updating, or you need to adjust details (like a shipping address) after purchase, email [email protected] with your order number. We reply within 24 hours on weekdays (48 hours on weekends/holidays) and prioritize urgent requests—like dresses for an upcoming event.

2. Returns & Exchanges: Flexible for Your Fit & Style

We get it—fashion is personal. A dress that looks perfect online might not feel right in person, or a top might not match the vibe you imagined. Here’s how we make returns and exchanges easy:

  • Return Window: 45 days from the date you receive your order. We extend this window because we know you might want to try pieces with your existing wardrobe (e.g., pairing a new jacket with your favorite jeans) before deciding.
  • Item Condition: Items must be unused, unwashed, and in their original packaging with tags attached. We understand you might want to “try on” a piece at home (e.g., checking how a skirt fits with different shoes)—just avoid wearing it outside, washing it, or altering it (like cutting tags or adjusting hemlines) before deciding.
  • Exceptions: Final sale items (marked “Final Sale” on product pages—often discounted party dresses, limited-edition prints, or clearance styles) are non-returnable/non-exchangeable. We also can’t accept returns for items that show signs of wear (e.g., makeup stains on a blouse, pilling on a sweater) or damage from improper care (e.g., shrinking a linen dress in the dryer).
  • How to Start: Email [email protected] with your order number, the item(s) you want to return/exchange, and why (e.g., “Dress too long,” “Top color doesn’t match my vibe,” “Need a smaller size in jeans”). We’ll send a pre-paid return label (U.S. orders) or a return address (international orders) with step-by-step instructions.
  • Exchanges: If you need a different size, color, or style (e.g., swapping a floral blouse for a striped one), we’ll ship the replacement for free once we receive your return—subject to stock. For time-sensitive needs (e.g., a dress for a wedding), we can prioritize shipping the new item first (just ask!).

3. Product Support: Expert Help for Your Fashion Choices

Our team isn’t just customer service—we’re fashion lovers who get the joy (and stress!) of finding the right piece. Here’s how we help you shop with confidence:

  • Pre-Purchase Guidance: Unsure which item is right for you? (e.g., “Will this midi dress work for a cocktail party?” “Is this sweater thick enough for fall?”) Email us with your needs (e.g., “I need a casual outfit for brunch,” “I have a pear shape—what jeans fit best?”), and we’ll recommend the perfect pieces. We can also share styling tips—like how to layer a blouse for work or dress up a skirt for night.
  • Post-Purchase Care: Different fabrics need different love (e.g., linen vs. silk). If you’re unsure how to care for your new piece (e.g., “Can I machine wash this silk top?” “How do I keep this denim from fading?”), we’ll send you a detailed care guide (e.g., “5 Tips to Keep Your Linen Dresses Looking Fresh”) or answer specific questions. We can also help with common issues—like removing minor stains from a blouse or fixing a loose button.
  • Size Support: We know sizing varies across brands. If you’re between sizes (e.g., “Should I get a M or L in this jacket?”) or need help with our size chart (which includes bust, waist, and hip measurements for every style), just ask. We can share fit feedback from other customers (e.g., “This dress runs small—size up if you’re between sizes”) to help you decide.

4. Damaged, Defective, or Incorrect Items: We Fix It Fast

Mistakes or defects happen—but we resolve them quickly so you can get back to loving your fashion finds:

  • Damaged in Transit: If your item arrives with holes, torn packaging, or stains (from shipping), email us within 48 hours of delivery with photos of the damage and packaging. We’ll send a replacement item for free (no need to return the damaged one—keep it for at-home use if you want!) or issue a full refund.
  • Defective Items: If your item has a defect (e.g., a loose seam on a dress, a broken zipper on a jacket) within 30 days of receipt—even if you’ve worn it a few times—we’ll refund you in full. Just email us with details and photos, and we’ll handle it without hassle.
  • Wrong Item Sent: Got a blouse instead of the dress you ordered? Or the wrong size/color? Our bad. Email us with photos of the incorrect item, and we’ll:
  • Ship the correct item via expedited shipping (free of charge).
  • Let you keep the wrong item (donate it, or gift it to a friend!) or return it with a pre-paid label—your choice.

5. Accessibility & Inclusivity: Fashion for Everyone

We believe great style should be accessible to every woman. Here’s how we make our service inclusive:

  • Size Inclusivity: If a style doesn’t come in your size (e.g., 3XL in a popular jacket), email us—we track demand and often expand sizes based on customer feedback. We also offer detailed size guides for every item, so you can shop with confidence no matter your body type.
  • Accessibility Support: If you need help navigating the site (e.g., reading product details, filtering items by style), or placing an order (e.g., via phone), let us know. We’ll adapt to your needs to ensure you find the right pieces for your wardrobe.

6. Contact Us: How to Reach Our Team

We’re here when you need us—whether it’s a quick sizing question or a post-purchase concern:

  • Email: [email protected] (our main hub—replies within 24 hours weekdays).
  • Phone: 1-XXX-MOTELRN (Monday–Friday, 9 AM–5 PM EST) for urgent requests (e.g., a dress for a weekend wedding).
  • Social Media: DM us on Instagram/Facebook for fast styling tips (e.g., “How to wear this skirt?”) or order updates.

When reaching out, include your order number (if applicable) and clear details—this helps us resolve your issue faster, so you can get back to enjoying your new Motelrockns pieces.

Our Promise

At Motelrockns, customer service isn’t just a policy—it’s a promise that we stand behind the fashion you love. We want you to shop with confidence, knowing if something’s not right, we’ll make it right. Because great style should always come with great support.

— The Motelrockns Team (Styling You, Supporting You)