Faherty Customer Service — Professional Guide

Overview of Faherty’s customer service philosophy

Faherty is positioned in the premium casual apparel market and emphasizes quality, materials, and customer experience. From a practical customer-service standpoint that affects orders, returns, repairs and product questions, Faherty operates like most direct-to-consumer apparel brands: centralized online support plus in-store service for customers who visit a retail location. For authoritative, up‑to‑date contact information, the official company website (https://www.fahertybrand.com) and the “Contact Us” or “Help” pages are the primary sources of truth.

Expect the customer‑service function to prioritize three things: (1) verification of purchase (order number, date, payment method), (2) quick triage of product issues (fit, defect, wrong item, missing parts), and (3) a clear outcome: exchange, repair, refund, or store credit. Knowing how to present these three areas clearly speeds resolution and reduces back-and-forth.

Contact channels, expected response times and when to use each

Primary contact channels are the website contact form, email, phone support, and live chat (if available). Social channels such as Instagram or Twitter are useful for status updates or to flag slow responses, but they are not a substitute for submitting official requests through the web form or email because order numbers and attachments are required for most actions.

Typical turnaround times for first replies in apparel e‑commerce are 24–72 hours during business days; escalations or requests requiring warehouses to inspect merchandise (returns for defects) commonly add another 3–10 business days for a final resolution after the item is received. If you need an urgent reply, call the number shown on the company contact page during stated business hours and include your order number in all correspondence to avoid delays.

Returns, exchanges and repair processes — what to expect

When initiating a return or exchange, the standard workflow is: open a request on the Faherty site or email customer service, receive an RMA or return label (if provided), ship the product following the instructions, and wait for inspection and refund/exchange processing. Most apparel retailers require the item to be unworn, with tags attached, and returned in original packaging. If the issue is a manufacturing defect, you should include photos and describe the defect clearly in your initial message.

Refunds are typically issued to the original payment method after the returned item is inspected. Processing windows vary — many companies state refunds are processed within 3–10 business days of receipt — and bank posting times can add several days. If a repair solution is offered rather than a refund (for higher‑value or limited‑edition items), ask for an estimated completion time and any warranty on the repair work.

In-store support, pickups and local policies

Faherty maintains retail showrooms and partner locations where customers can try items, request in-person returns, or have staff assist with fit and product care. For localized support it’s best to use the store locator on the main website to confirm hours, address and local policies because some stores process returns differently (e.g., instant in-store refunds vs. returns routed to a central warehouse).

If you plan to visit a store for service, bring the original order confirmation (printed or digital), a government ID if requested for returns, and any tags or packaging. If you bought from a third‑party retailer (department store, stockist), you must follow that retailer’s return policy rather than Faherty’s direct‑to‑consumer policy.

Escalation, documentation and dispute options

Escalation is straightforward: collect documentation first (order number, date, item SKU, photos of defects, tracking numbers for returns), then request escalation in writing to a senior agent or a customer service manager. Keep all timestamps for messages and phone calls — these are essential if you later open a dispute with your payment provider or file a complaint with consumer protection organizations.

If the company’s response is insufficient after polite escalation (allow 7–14 business days for a thorough response), your options include contacting your credit card issuer to dispute the charge (within the card network’s prescribed timeframe), filing a complaint with the Better Business Bureau or a state consumer protection office, or using small‑claims court for unresolved amounts. These are last‑resort options and are most effective when your documentation is complete and chronological.

Practical checklist and sample email template

• Pre-contact checklist: order number, purchase date, item SKU, size/color, clear photos (defect/wrong item), tracking number (if you’ve shipped back), and your preferred resolution (refund, exchange, repair, store credit).
• When emailing: include subject line “Order #12345 – Return/Defect Request,” bullet the problem, attach photos and receipts, state your desired outcome, and request a specific time window for reply (e.g., “Please respond within 72 hours”).

• Sample escalation steps: (1) Submit web form with attachments; (2) If no reply in 72 hours, call the listed phone number with your order number; (3) If unresolved in 7–14 days, ask for manager contact and state intent to escalate to payment provider; (4) If still unresolved, initiate dispute with card issuer and file a complaint with local consumer protection.