The Hundreds Customer Service — Expert Guide for Customers and Managers

Overview and context

The Hundreds is a heritage streetwear brand founded in 2003; its retail and e-commerce operations serve a global customer base with seasonal drops, limited editions, and core basics. Customer service for a brand like The Hundreds must balance fast digital responsiveness (chat, email, social DM) with in-store support at flagship locations, product authentication, and returns for limited-run drops that frequently sell out in hours. Efficient policies reduce chargebacks and increase lifetime value: top-performing apparel brands aim for a repeat purchase rate above 25% and Net Promoter Scores (NPS) in the 40–60 range.

For customers, the most relevant single source of truth is the official site (https://thehundreds.com) where order history, FAQs, and return portals should be available. For managers, building SLA targets (e.g., 90% of emails answered within 24 hours, live chat <2 minutes) and tracking KPIs (first contact resolution, average handling time, refund turnaround) is critical to avoid customer churn during product drops and restocks.

Channels, SLAs, and staffing

Brands operating both e-commerce and brick-and-mortar outlets should support at least three primary channels: email, web chat, and phone. A practical SLA mix is: email replies within 24–48 hours, live chat response within 60–120 seconds, and phone waits under 4 minutes during peak hours. Staffing models should reflect drop cycles: plan for 2–5× normal staffing on launch days and holidays; for example, if your baseline support team is 5 agents, scale to 10–25 agents during major collection drops to keep response times within SLAs.

Use routing and tiering. Tier 1 handles order tracking, size/fit questions, and standard returns. Tier 2 handles defective goods, authentication disputes, and chargebacks. Automation (smart replies, order lookup macros) can increase throughput by 15–30% while preserving personalized service for high-value tickets (orders > $200 or limited releases).

Returns, exchanges, and refunds

A clear, customer-friendly returns policy reduces friction and protects margins. Common best practice is a 30-day return window for unworn goods with tags, free returns on domestic standard shipping for orders over a threshold (e.g., free returns for orders above $100), and a flat return fee otherwise (typical industry range $7–$12). Refunds should be processed within 3–10 business days of receiving the item back; communicate expected timelines in the return confirmation email and include the tracking number.

Exchange flows for sold-out sizes require special handling: if the requested size is unavailable, offer a store credit or priority back-in-stock notification with an automated reservation window (e.g., hold inventory for 48 hours once restocked). For limited editions, implement a strict authentication and restocking protocol to avoid fraud—photograph received returns and log serial numbers or details used for production verification.

Shipping, international orders, duties, and pricing

Shipping policies must be explicit. Domestic standard shipping times of 3–7 business days and expedited 1–3 days are typical; international transit varies widely (7–21 business days). Clearly state who pays duties and taxes: a Delivered Duties Unpaid (DDU) model means the buyer is responsible at customs, while Delivered Duties Paid (DDP) charges the customer at checkout to provide a smoother delivery experience. For example, charging a predictable duty-inclusive fee at checkout can reduce refused shipments by up to 40%.

Provide realistic costs and thresholds—e.g., free domestic shipping over $100, flat expedited fee $18–$25, international shipping starting at $25 depending on region and weight. Use carrier integrations that show live rates at checkout and provide email/SMS tracking updates with carrier name, tracking number, and an expected delivery date to minimize inbound tracking inquiries.

Product quality, authenticity, and post-purchase care

Maintaining product trust matters more for limited drops: include internal QC steps (inspect 100% of limited-run items, photograph defects, record SKU/lot IDs), and publish an authenticity guarantee. When a customer reports a defect, request a photo and order number immediately; inspect and categorize defects (manufacturing, shipping damage, wear) and respond within 48 hours with an offered remedy—refund, replacement, or repair.

Provide care instructions on product pages and packing slips to minimize post-purchase issues. For example, state that screen-printed tees are machine washable cold and should be air-dried to preserve print longevity; for varsity jackets or leather goods, recommend professional cleaning and list approximate repair costs or partners (e.g., local repair shops or brand-authorized repair service with an average turnaround of 2–4 weeks).

Practical advice for customers and escalation checklist

• Always include in your message: full order number, email used to place the order, SKU or product title, color/size, clear photos of the issue, and preferred resolution (refund, exchange, store credit). Tickets with full details are resolved ~2× faster.
• Use the website’s “Order History” to generate a return label when available—this often automates tracking and shortens refund processing to 3–5 business days after delivery confirmation.
• For lost or delayed shipments, check carrier tracking first. Open a ticket within 7 days of the expected delivery date and provide the tracking number; request a carrier claim if status shows “delivered” but you have no package.
• If you suspect counterfeit product, retain original packaging and photos and escalate to customer service immediately; request a fraud investigation and preserve all correspondence to support a chargeback if necessary.
• Escalation path: Tier 1 agent → Team lead within 48 hours → Manager or Customer Experience Director if unresolved after 5 business days. When escalating, reference ticket ID and paste the full communication history to avoid rework.

What is a return and refund policy?

An AI Overview is not available for this searchCan’t generate an AI overview right now. Try again later.AI Overview A return and refund policy is a business’s established set of rules that dictates the conditions under which a customer can return a product, receive an exchange, or get a refund. These policies outline the specific timeframe for returns, the product’s acceptable condition, and how refunds are issued. While there are common practices, such as offering a refund within 30 days for most items, policies can vary significantly by retailer, with some offering store credit, exchanges, or having “final sale” items that cannot be returned.  Key Components of a Return and Refund Policy:

• Return Window: The specific period a customer has to return a product (e.g., 7 days, 30 days, 90 days). 
• Product Condition: Requirements for the item’s condition upon return, such as needing to be in its original packaging or undamaged. 
• Proof of Purchase: Often, an original receipt is required for returns. 
• Refund Method: Whether the customer receives a full refund, store credit, or an exchange. 
• Restocking Fees: Some retailers may charge a fee to restock certain returned products. 
• Final Sales/Exclusions: Certain items, like underwear or cosmetics with broken seals, may be designated as “final sale” and not eligible for return. 

Before Making a Purchase: 

• Check the Policy: Always review the store’s return and exchange policy before you buy.
• Ask Questions: If you don’t see the policy displayed, ask a store employee.

If You Return an Item: 

• Know Your Rights: . Opens in new tabWhile many stores have return policies, these are not always required by law, so it’s essential to know the specific store’s rules.
• Consider Warranties: . Opens in new tabIf a product is defective or doesn’t work, it may be covered by a warranty, even if the store doesn’t accept a return.

AI responses may include mistakes. Learn moreRefund Policies | State of California – Department of JusticeBefore you buy, know the return and exchange policy. Most retail stores allow you to return things you buy within a reasonable tim…State of California – Department of Justice (.gov)How To Write An Effective Return Policy (+ Template) – GelatoMay 8, 2024 — What is a return and refund policy? A return and refund policy outlines the guidelines for customers who wish to return…Gelato(function(){
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What is the truly free return policy?

REFUNDS. Refunds will be granted only under the following condition(s): Truly Free, Inc is responsible for faulty orders, defective products, and/or damaged goods and will refund payments made for faulty, defective, and/or damaged goods once evidence is presented that an order is faulty, defective, and/or damaged.

Is The Hundreds a skate brand?

Since its founding in 2003 by Bobby Kim and Ben Shenassafar, The Hundreds has been known for its unique blend of streetwear, skateboard culture, and social engagement, making it more than just a clothing brand; it’s a lifestyle.

What does the Hundreds brand stand for?

The Hundreds is a community-based streetwear brand and media platform with an emphasis on People Over Product. Founded in 2003 by Bobby Kim (Bobby Hundreds) and Ben Shenassafar (Ben Hundreds), The Hundreds’ apparel is reminiscent of ’90s workwear and Californian subculture tribes.

What happened to The Hundreds clothing brand?

A reason for the closure. Has not been revealed the company will continue to operate. Online as well as with their global retail partners.

What is the hundreds return policy?

RETURN POLICY
NO EXCHANGES OR REFUNDS WHEN PURCHASED AT DISCOUNT. For items purchased at retail price exchange must be processed within 10 days of shipment receipt. All exchanges dependent on existing stock. To cancel or change an order you must contact [email protected] within 12 hours of placing the order.