Customer Communication Standards

Good service starts with listening. Whether you are choosing a bag or need help with an order, our aim is to make the conversation clear, respectful, and useful.

What you can expect from us

We will listen to your concern, review the information you share, and explain the available next steps. If we need more details to investigate, we will tell you what is needed and why.

You are welcome to ask questions, disagree with a decision, or request another review. Honest feedback helps us improve.

The best way to get help

Email hi@laylowe.com or use our contact form. For order questions, include your order number and the email address used at checkout. For a product issue, clear photos help us understand what happened.

Keep follow-up questions in the same email thread so the conversation stays together. Please never send passwords or full payment-card details.

Respect goes both ways

We understand that delays or an unexpected problem can be frustrating. We ask that conversations remain focused on the issue. Threats, harassment, discriminatory remarks, and personal abuse directed at our team are not acceptable.

If a conversation becomes abusive, we may ask for a respectful tone or pause that interaction. We will continue to provide an appropriate way to address legitimate order concerns. These standards do not restrict honest reviews, complaints, or your rights under applicable law.

Questions about delivery or returns?

Our shipping policy explains processing and delivery. Our return & refunds policy covers eligible returns within 14 days of delivery for store credit or exchange.