Contact information
At Sequoia, we value every customer and are committed to providing excellent support. This Contact Policy outlines the best ways to reach us and what you can expect when you do.
How to Contact Us
Email (Preferred Method)
We respond to all emails as quickly as possible, typically within 24–48 business hours. Please include your order number in the subject line for faster assistance with orders, shipping, or returns.
TikTok
@sequoiastore.uk
We are active on TikTok for general inquiries, style inspiration, and customer engagement. You can send us a direct message (DM) for quick, non-order-related questions. Please note that response times on social media may vary.
What to Include When Contacting Us
To help us assist you efficiently, please provide the following information:
• Your full name
• Order number (if applicable)
• Email address associated with your order
• Detailed description of your inquiry or issue
• Photos (if relevant, e.g., for damaged items)
Support Hours
Our customer service team operates Monday to Friday during standard business hours (UK time). We aim to reply to all messages within 48 hours, though we often respond much sooner.
Common Inquiries
• Order status / Shipping → Email with your order number
• Returns or damaged items → Email (see our Returns and Cancellations Policy)
• Product questions / Sizing → Email or TikTok DM
• General feedback → Email or TikTok
Response Expectations
We strive to provide clear, helpful, and timely responses. During busy periods (such as sales or holidays), response times may be slightly longer. Thank you for your patience.
For legal or policy-related matters, please refer to our:
• Terms of Service
• Shipping and Delivery Policy
• Returns and Cancellations Policy
We appreciate your support and look forward to hearing from you!
Sequoia
Email: sequoia.studioss@gmail.com
TikTok: @sequoiastore.uk