Frequently Asked Questions
1. Order Processing
How long does order processing take?
- Standard orders: 1-2 business days
- Custom items: 3-5 business days
- Holiday periods: Additional processing time may apply
Can I modify my order?
Changes can be made within 1 hour of purchase by contacting customer service through your account dashboard.
2. Shipping & Delivery
What shipping options are available?
- Standard (3-5 business days): $4.99
- Express (2-3 business days): $9.99
- International: Rates calculated at checkout
When will I receive tracking information?
Tracking numbers are emailed within 24 hours of shipment. Allow 12-24 hours for carrier systems to update.
3. Returns & Exchanges
What’s your return policy?
- 30-day return window
- Items must be unworn with tags
- Final sale items not eligible
- Original shipping non-refundable
How do I start a return?
- Log in to your account
- Select “Request Return”
- Print prepaid label (US only)
- Drop off at carrier location
4. Product Information
How do I choose the right size?
Each product page includes:
- Detailed size charts
- Model measurements
- Fit recommendations
- Customer fit reviews
Are colors accurate?
We strive for color accuracy but:
- Monitor settings may vary
- Natural lighting affects appearance
- Fabric variations can occur
5. Payments & Pricing
What payment methods do you accept?
- All major credit cards
- PayPal
- Apple Pay
- Google Pay
- Shop Pay
Why was my card declined?
Common reasons include:
- Insufficient funds
- Address mismatch
- Bank security holds
- International transaction blocks
6. Account Management
How do I reset my password?
Use the “Forgot Password” link on login page. Temporary links expire in 2 hours – check spam folder if missing.
Can I merge multiple accounts?
For security reasons, accounts cannot be merged. We recommend choosing one account for future purchases.
7. International Orders
What about customs fees?
International customers are responsible for:
- Import duties
- Customs clearance fees
- Local taxes
- Carrier processing charges
Which countries do you ship to?
We deliver to 100+ countries. Restrictions apply to certain items – check product pages for details.
8. Product Care
How should I wash my items?
Care instructions:
- Machine wash cold
- Gentle cycle
- Hang to dry
- Iron low heat if needed
Do you offer repairs?
We don’t currently offer repair services but can recommend local specialists for alterations.
9. Wholesale Inquiries
Do you offer wholesale?
Yes! Wholesale clients receive:
- Bulk pricing
- Early access to collections
- Dedicated account rep
- Minimum order requirements apply
10. Contact Options
For additional help:
- Live chat: Available M-F 9am-5pm EST
- Email: 24-48 hour response time
- FAQ database: 24/7 self-service
Please note: Response times may be longer during holidays and new collection launches. Many questions can be answered instantly through our virtual assistant.