Hey there! Remember when online shopping felt impersonal? So did we. That’s why at FashionSubstance, every email you send lands directly in our inbox—yes, even ours, the founders. Back in 2018, we started replying to every single message ourselves (coffee-fueled late nights included). While we’ve grown since then, that hands-on spirit? Still going strong.
Got a question about that perfect-but-sold-out dress? Or maybe feedback that could make our site even better? Here’s the thing—we genuinely read it all. Last month, a customer’s suggestion about sizing filters led to a site update within 48 hours. (Thanks, Mia from Osaka!)
For instant answers, hit that chat bubble in the corner. Our team’s online Monday–Saturday, 8am–8pm JST. Pro tip: Ask for Yuki—she’s been with us since day one and knows everything about our denim collection.
“I emailed about a damaged package at 3 AM Tokyo time—expecting a reply days later. Nope! Leo from customer care responded in 20 minutes with a replacement order already processing.”
— Jamie L., repeat customer since 2020
P.S. Prefer a contact form? Click here. But between us? Emails tend to get faster responses since they ping our phones directly. Just saying. 😉