All of our customer service Stylists are humans* - we aren’t bots! So we do ask you please have patience during peak times as we want to give all our customers the personalized support you deserve. <3
You can contact our team of knowledgeable stylists via email, phone, or instant chat on our website.
What are your regular hours?
Our Customer Service hours are Monday - Friday, 9 am - 5 pm PST. Fridays we are closed from 12:30pm-1:30pm for department meetings.
If you leave a message with us, we will make sure to get back within 3 business days (though most of the time it is much sooner than that!)
What are your holiday hours?
We will also be closed the following days for this year’s holidays:
Thursday November 23
Friday November 24, 2017
Monday December 25, 2017
Monday January 1, 2018
**Monday November 27, 2017 we will have extended hours of 9am-9pm PST for our Cyber Monday Sale!**
Its office hours, and your chats aren’t available!
We’re so sorry about that! We try to do our very best to have chats available during business hours. However, there can be various reasons why chats may not be available during office hours:
- During cold season: We are sick! We are not a large call center, but actually a relatively small team. If a lot of us are out sick, we do our best, but may not have enough people to have all channels covered.
- Technical issues: If we are experiencing a lot of technical issues or noticing a lot of chats dropping, then we will shut down the chat service to avoid continuous dropped chats and frustration.
- Spike in requests: While we do our best to plan ahead, there are sometimes a huge influx of requests. We want to get back to everyone as quickly as possible, and may have to have our chat Stylists focus on getting back to all the emails as quickly as possible.
*Except Trigger, our honorary Stylist and service dog in training.