CLIENT SERVICES DIRECTIVE
INQUIRY & LOGISTICS INDEX
FREQUENTLY ASKED QUESTIONS
Clear standards. Frictionless resolution. Review our protocols covering curation drops, melanin-first formulations, structural tailoring, and white-glove packaging.
DIRECT CONCIERGE
AUTHENTICITY VERIFIED
PACKAGING & THE UNBOXING STANDARD
We believe the physical act of unboxing is half the luxury experience. Disposable poly-mailers do not respect the craftsmanship inside. Every order arrives sealed in our custom triple-stack Kraft corrugated boxes, secured with water-activated tamper-proof inspection tape, and stamped with your edition's certificate of allocation.
Yes. Our signature Kraft boxes are constructed from 100% post-consumer recycled cardboard fibers, printed with non-toxic water-based inks, and completely biodegradable while retaining heavy-duty structural durability.
VOLUME I — MELANIN BEAUTY & APOTHECARY
Formulated under the curation direction of Antoinette Blunt, every product in Volume I addresses biological markers common to higher Fitzpatrick skin types: preventing post-inflammatory hyperpigmentation (PIH), supporting lipid barriers without clogging pores, and utilizing translucent botanicals that leave absolutely zero white cast or ashen residue.
All Volume I essences are housed in monolithic, UV-blocking frosted glass vessels to shield cold-pressed botanicals from light degradation. Store in a cool, dry setting away from prolonged direct sunlight to preserve raw potency for 12 months after unboxing.
VOLUME II — ALL-BLACK APPAREL & CARE
Volume II pieces are engineered with architectural, relaxed silhouettes. For an intentional oversized drape, choose your standard size. For a more conventional, tailored cut, we recommend sizing down one increment. Refer to the precise chest, shoulder, and length measurements published on each product page.
Wash garments inside-out in cold water using a gentle, dark-color detergent. Line dry away from direct sunlight to preserve deep pigment saturation, or utilize dry cleaning for structured outerwear like our wool-twill trenches.
COURIERS & DISPATCH
We partner with USPS Priority, UPS Ground / Next Day Air, and DHL Express International. Courier selection can be tailored at checkout based on your destination and required transit speed.
Orders confirmed before 2:00 PM EST Monday through Friday are prepared, hand-inspected, and dispatched the same day. Tracking manifests update automatically via email and SMS within 4 hours of courier pickup.
RETURNS & ALLOCATIONS
We honor a strict 14-calendar-day return window from the date the carrier marks your parcel delivered.
For hygiene and formula integrity reasons, Volume I apothecary items (skincare, scalp elixirs, balms) cannot be returned once their tamper-evident seal or shrink wrapping has been compromised. Volume II apparel must have all black security tags and woven size labels attached.
CANNOT FIND YOUR REQUIRED MANIFEST?
Our private concierge is on standby to assist with sizing assessments, allocation holds, formulation ingredients, or custom dispatch instructions.
MONDAY – FRIDAY | 9:00 AM – 6:00 PM EST
theretailexchange.org • concierge@theretailexchange.org
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