I forgot my password. What do I do?
No problem! Just click the Forgot Password link from the sign in page and then enter your e-mail address. You'll receive an email with a link to reset your password.
I requested a password reset link but don't have an email in my inbox. Make sure you checked your spam folder!
How do I change my account information?
You can update your account information at any time. Once you sign into your account via the Sign In button at the top right of your screen, click on Account Information. From there, you can enter the information you want to change. Don't forget to click "Save"!
Can I delete my account?
Of course, but we'd hate to see you go. We love having you as a part of our family! If you still want to delete your account, simply sign in and under Account Information, click "Delete Account." Follow the prompts to complete the request.
How can I contact you?
You can reach us via email at email@example.com. Our customer service team is available Monday - Friday from 9am - 4pm PT and will get back to you as soon as possible. Please note that it may take up to 48 hours for us to reply. If you e-mail us after we close on Friday or over the weekend, we will get back to you by Tuesday of the following week at the latest.
How do I join the mailing list to hear about new products and promotions?
It's easy! You can sign up by clicking the envelope icon at the bottom of your screen or by clicking here.
What size am I?
Sizing is consistent across our garments. We encourage you to use the Size Guide which is available on each product page or here. Additional style and fit details are included in the details and descriptions sections on each product page. If you need more help, our team will do their best to answer your questions. Send us a note at firstname.lastname@example.org and include your typical size and measurements and we can give you personalized advice.
Do your styles run true to size?
Yes, our styles run true to size. If you're not sure what size you are, we encourage you to use the Size Guide, which is available on each product page or here.
What if you're out of my size?
Our quantities are limited and may sell out fast. If we're currently out of your size be sure to add yourself to our waitlist and we'll notify you as soon as it's back in stock!
What sizes do you carry?
We want to cater to all women as much as possible! So we carry Regular size 6-16, Petite size 4P-14P and Plus size 14W-24W.
Do you offer gift cards?
At this time, we do not offer gift cards, but we hope to soon!
How do I remove the security tag?
Before you remove the security tag, make sure that you're keeping the garment! Once the security tag is removed, we cannot accept the item for a return or exchange. If you are keeping the garment, simply cut along the designated area located at the bottom edge of the tag. Then, slide the top portion of the tag forward and the bottom portion of the tag backward. You can then separate the top and bottom pieces and your garment is ready to wear!
I see that you're running a sale now. Can I get a price adjustment?Unfortunately, we can not give you a price adjustment on an order placed prior to a sale going live. We will have sales from time to time and we encourage you to join our e-mail list to stay up to date with the latest news.
What if I don't like a product that is marked as final sale?
We do not accept returns or exchanges on final sale items. If for some reason you are not pleased with the item (i.e. it's not the right style for you), we have a feeling a family member or friend will love it!
Can I change my shipping information after I have placed an order?
Unfortunately, shipping information cannot be changed once you've placed your order. We are committed to processing orders quickly and because of that, we are not able to make modifications once an order begins the fulfillment process. That said, orders may be cancelled up to an hour after they are placed. Please contact our team at email@example.com to initiate a cancellation.
I need to cancel my order. What do I do?
Orders may be cancelled up to an hour after they are placed. If you want to cancel an order, please email firstname.lastname@example.org.
How long before my order ships?
We process all orders within 1-2 business days. Note: if you place an order after 3pm PST on a Friday, your order may not be shipped until the following Monday.
How long will it take to receive my order?
All US orders are received within 2-7 business days depending on shipping method selected at check out. Once your order has shipped, you will receive a tracking number via email with additional information on delivery estimates.
Where do you ship?
For now, we only ship to the 50 US States. We plan to ship internationally very soon and will let you know once that happens. Be sure to sign up for our e-mail newsletter so you can be among the first to know when we expand our shipping capabilities! Sign up at the envelope icon at the bottom of your screen.
Can I change my order after it has been placed?
Unfortunately we are not able to make updates to an order once it has been placed. You are welcome to submit another order though!
Can I include a gift receipt with my order?
At this time, we do not offer gift receipts but hope to in the future.
Where can I find my tracking?
Once your order has shipped, we'll email you your tracking number to the email address you provided at checkout.
Can I ship to an address other than my own?
Yes, you can ship to an address that is different from yours so long as it is within the 50 US States. When we expand our shipping capabilities internationally, we will be able to ship to those countries as well.
Do you deliver to PO Box addresses?
Yes, we do!
How much is shipping?
All orders over $50 receive free Standard U.S. Ground Shipping and will arrive in 4-7 days from the date of shipment. If your order is less than $50, a fee of $9.95 will be added to your total for Standard U.S. Ground Shipping. Express U.S. Shipping costs $19.95 and will arrive in 2-3 days from the date of shipment.
I paid for expedited shipping, but my order arrived late. What do I do?
We guarantee that your order will ship out the same day, unless your order was placed after our shipping department closes (3pm PST M-F). We do everything on our end to ensure that your package arrives within the promised window, but we unfortunately cannot control what happens to your order once it is in the shipping carrier’s hands. If you have any further questions, feel free to reach out to us at email@example.com.
How long will it take to ship my order?
We process all orders within 1-2 business days. Depending on the shipping option you choose, orders within the continental U.S. can take 2-7 business days, while shipping to Alaska, Hawaii and AP/DPO sites takes between 1-4 weeks.
Is my credit card charged at the time I place my order?
At the time you submit your order, an authorization is placed on your credit card. Your card will be charged the full amount when the items in your order are processed.
What forms of payment do you take?
We accept payments from Visa, MasterCard, Discover and American Express. We also accept payments via PayPal. We do not accept prepaid Visa, MasterCard or American Express Gift Cards.
Should I save my payment details?
We encourage you to save your payment details so you can check out faster! Once your payment details are entered just check the box to save your payment information. Your details will be stored in your secure account and you will not have to re-enter them again.
Do you charge sales tax?
Yes, sales tax is determined based on the state that your items will be delivered to.
How do I use the PayPal payment option?
During the check out process, you'll have the option to sign in to your PayPal account or enter your credit card information in the "Billing" portion of check out. Select PayPal and log in with your credentials. You can then continue to finalize your purchase.
Can I use more than one discount offer on my order?
No, you will only be able to apply one discount code per order.
RETURNS & EXCHANGES
What is your normal return policy?
We gladly accept returns on full priced items from our website within 14 days. Items must be unworn and unaltered with original tags attached to be eligible for a refund.
Do you have a special return policy during the Holiday Season?
Yes, we do! Any full priced items and regular sale items purchased between November 23 – December 20, 2019 at 3pm PT must be postmarked by January 10, 2020. As always, items must be unworn and unaltered with original tags attached to be eligible for a refund.
Can I return or exchange an item marked as final sale?
If an item is marked final sale, it cannot be returned or exchanged. Pro tip: offer the item to a friend or loved one! You'll get extra bonus points for giving them a gift "just because."
How do I start a return?
To initiate a return, simply navigate to the Return Labels page or click here. Upon entering your order information, you will be given a return shipping label to download and print. Please note that $8 will be automatically deducted from your refund amount to cover shipping.
What if there's a return shipping label already in my box?
How do I complete my return?
During the Holidays, we include a return shipping label with each order because we know you're busier than usual. If you choose to use the return shipping label we provide, we will automatically deduct $8 from your refund amount to cover shipping costs.
We ask that you please include the return form you received with your order in the box with the item(s) you wish to return. On the form, please indicate the reason for the return. Once you seal the box, attach the shipping label and drop the box off at any authorized USPS shipper.
I removed the security tag. Can I still return my garment?
Unfortunately, once the security tag is removed, we can not accept the garment for returns or exchanges.
Is shipping free for returns and exchanges?
No, we do not offer free shipping for returns and exchanges. We will automatically deduct $8 from your refund amount to cover shipping costs.
What is your exchange policy?
We’re happy to help you with an exchange, depending on product availability. Exchanges are processed like returns. Items are accepted within 14 days (unless otherwise noted) and must be unworn and unaltered with original tags attached. To initiate an exchange, please navigate to our Return Labels page or click here, then enter your order information. From there you can download and print a return shipping label. Because we cannot guarantee that the item(s) you wish to exchange will be available or in stock, we recommend purchasing the new item right away. Once your original order is received, we will issue a refund for that item.
How long will it take to process my return?
Your return will be processed within five business days of receipt to our warehouse. Upon processing your return, we will automatically send a copy of your credit memo to the email address associated with your account. If you have questions about that status of your return, please reach out to firstname.lastname@example.org.
What if my item(s) arrived damaged, defective or incorrect?
If you received a damaged or incorrect item, contact email@example.com with your order number and description of the damaged/incorrect item. Photos are always great too! We'll make sure you're taken care of.
I lost my shipping label. What do I do?
No problem! Simply go to the Return Labels link or click here and follow the prompts.
What are your holiday hours?
We are committed to giving our employees as much time with their families over the holidays as possible. Because of this, please take note of our office closures as this will impact when our customer service team will get back to your inquiries as well as when your orders are shipped.
Office closures (not including weekends):
November 28 & 29
December 31-January 1, 2020
If I place an order on one of the days that your office is closed, when will it ship?
We guarantee that your order will be shipped on the first day we're back at the office! Please reference the date above for our office closures.
What is the deadline to place an order so I receive it by Christmas?
To ensure your order arrives by Christmas, we recommend that you place your order by 12pm PT on December 18. If you place your order after that and you need your items before the holiday, we encourage you to choose expedited shipping at checkout. You'll be able to place expedited shipping orders until December 20 at 3pm PT. After that, we will not be shipping orders until we're back from Christmas break on December 26. Please note that due to the high volume of packages being shipped just before the holidays, there is never a guarantee but we will do our best to get it to you on time.
Do you have a special return policy during the Holiday Season?
Yes, we do! Any full priced items and regular sale items purchased between November 23 – December 20, 2019 at 3pm PT must be postmarked by January 10, 2020. As always, items must be unworn and unaltered with original tags attached to be eligible for a refund. For more information, see "Returns & Exchanges" section above.