Customer Service Policy

Good service should be quick, clear and human. This policy explains how to reach us, how fast we respond, what we can help with, and what you can expect from us at every stage of your order.

1. Our Service Promise

We promise to answer you promptly, to answer you clearly, and to stay with your enquiry until it is resolved. You will not be passed between departments or asked to repeat information you have already given us. Every message you send is read by a person and answered by a person, and if we need more time to investigate something properly, we will tell you that rather than leaving you waiting without an explanation.

2. Ways to Reach Us

Email is our primary support channel and the fastest way to reach the right team. Write to our customer support address and your message is routed to the team best able to help. For business, wholesale and press enquiries, dedicated addresses are available so that the right person sees your message straight away. When you write to us, including your order number and the email address used at checkout lets us pull up your order immediately and answer you without a round of clarifying questions.

3. Response Times

We aim to reply to every message within one business day, and in most cases we reply considerably sooner. Messages received outside business hours are answered from the start of the next working period. During peak promotional periods, when message volumes rise sharply, replies may take slightly longer. If your enquiry is urgent because it concerns an order that is about to be dispatched, mark it as urgent in the subject line and we will prioritise it.

4. Order Support

Our team can help with placing an order, checking whether an item is in stock, confirming that your order was received successfully, updating an address or contact detail before dispatch, cancelling an order that has not yet shipped, and answering questions about payment methods, promotional pricing and checkout. If something looks wrong with an order, tell us and we will look at it properly rather than asking you to start again.

5. Delivery Support

If you have a question about delivery, we can confirm your order's dispatch status, provide and interpret your tracking reference, explain the normal processing and delivery timeframes, and investigate any parcel that appears delayed or stuck. Where a parcel has stopped moving, we will contact the carrier on your behalf and follow it through until there is an answer. You should not need to chase a carrier yourself; that is our job.

6. Returns and Refund Support

Our team manages the whole return process for you. We will confirm that your item is eligible, explain the condition requirements in plain terms, provide a prepaid return label or collection arrangement where available, confirm when your return has arrived with us, and tell you when your refund has been issued. If a refund has been issued but has not yet appeared in your account, we will explain the stages it passes through and check on it for you.

7. Product and Setup Help

If you are not sure how to pair your headphones, how to charge them, how to get the best fit, or how to use a particular function, contact us and we will walk you through it. Most setup questions can be solved in a single reply with clear step by step instructions. If a product is not behaving as it should, tell us what you are seeing and what you have already tried, and we will help you diagnose it or arrange a resolution.

8. Quality Concerns

If a product develops a fault, arrives damaged, or does not perform as described, contact us with your order number and a short description of the issue. We may ask for a photograph or a brief description of the problem so that we can understand it accurately and suggest the right solution. Depending on what we find, we will arrange a replacement, a refund or practical guidance to get the product working as intended.

9. Escalation and Follow-Up

If you feel your enquiry has not been handled properly, tell us and it will be reviewed by a senior member of our team. We would rather hear about a problem while we can still fix it than have you give up quietly. If a resolution has been agreed, we will confirm it in writing so there is a clear record of what was promised and what will happen next.

10. Feedback and Suggestions

We welcome feedback about our products, our website and our service. Suggestions about product features, sizing, packaging and the way information is presented on our pages genuinely influence what we stock and how we describe it. If we have done something well, we are glad to hear that too, and we share that feedback with the team responsible.

11. Wholesale and Business Support

Businesses, resellers and partners can contact our wholesale team directly about bulk orders, trade pricing, lead times and ongoing supply. Please include a short description of your business, the quantities you are considering and the destination for delivery so that we can give you a useful answer in the first reply rather than asking for basic details.

12. Press and Media

Journalists, reviewers, content creators and media partners can contact our press team for product information, imagery, samples and interview requests. Including your outlet, your deadline and a short outline of what you need helps us respond quickly and with the right material. We are happy to support accurate, well informed coverage of open-ear and bone conduction audio.

13. Accessibility

We want everyone to be able to shop with us comfortably. If any part of our website or our communication is difficult for you to use, please tell us and we will help you complete your order by email instead, or provide the information you need in a different format. Feedback about accessibility is treated as a priority and passed directly to the team responsible for the website.

14. Contact Details

All of our support and business teams can be reached by email. Customer support handles orders, deliveries, returns, refunds and product questions. Our press address handles media and content enquiries, and our wholesale address handles trade and partnership enquiries. Whichever address you use, your message will reach a person who can help, and you will receive a reply.

Customer service

Customer support: support@shokz-online.com

Press and media: press@shokz-online.com

Wholesale and business: wholesale@shokz-online.com