About Us/Frequently Asked Questions

QUESTIONS : ootdfash@yahoo.com 

***Due to a high volume of emails, please allow 24-72 hours for your email to be responded to. Response time varies. If you have not received a response within 72 hours, please resend message in a different message thread, as this could be due to your message going into our spam folder. Emails are answered in date/time order. No email is ignored. 

 

Please refrain from sending multiple messages in the same message thread, this will push your message to the very end again and delay response time further. Sending a new message in the same message thread gives you a new later time and date. If you would like to send another message, please do send as a new message so your first message does not lose its spot in line. Thank you! (: 

What is the return and exchange policy ?

Yes we accept returns, however we currently do not accept returns for refunds. We allow returns for store credit within two weeks from the date the tracking number states it was delivered. Please note that customer is responsible to pay for ALL shipping fees including the cost to ship the exchange item. Clearance/Sale items are final sale, no exceptions. Bodysuits, accessories, and white items are ALL final sale.

 

Please click link below for more information; 

https://www.ootdfash.com/pages/ootdfash-return-information

 

I haven't received a store credit for my return?

If you have not received store credit for your return within a few days of returning the package, please email ootdfash@yahoo.com so we can speed the process up for you. 

Can I return an item(s) in store?

Yes of course! Come on down and we’ll process your exchange here.

I’m missing an item or my items arrived damaged or with a defect!

Please email us ootdfash@yahoo.com as soon as possible with images attached. Please email as soon as possible. We will not accept claims if a week has passed from delivery date. 

I received my package a while ago, but I just tried on the items and want to exchange or noticed a defect!

We kindly ask that you try on and inspect your items as soon as they are received. We do not accept returns past the 2 week mark or damaged item claims past 1 week from receiving the items. We sincerely apologize for the inconvenience.  

Do you ship worldwide ?

Yes we do! There is a flat rate charge for standard shipping and heavy goods shipping. 

Do you ship overnight or express? 

Unfortunately we do not ship overnight or express. 

 

How long will it take to receive my order?

Domestic orders are processed within 1-5 business days (Monday thru Saturday). We are closed on Sundays and holidays. International orders are processed between 1-5 business days. Ship time for U.S. orders is 3-5 business days depending on your location and the efficiency of your local post office. International ship time is between 1-6 weeks depending on your location and efficiency of your local post office.

 My package has been lost . What should I do?

Please make sure to submit the correct address. We are not responsible for packages that are lost. Once your package leaves our premises we are not responsible for them as USPS is a shipping service that you agree to allow us to send for you. Once we send the liability is between you and USPS; however, we will do our best to help you find your package since each order comes with a tracking number. In the case where the tracking says delivered but you haven't received your package, you can visit your local post office or contact USPS to file a claim. 

When do you restock styles/sizes? 

Unfortunately we do not have exact dates we restock styles due to the many different vendors/manufacturers we work with having varying restock schedules. We do have a Requested Restock List, where you can add your requests. You can simply email your requests to ootdfash@yahoo.com and we will add your faves to the list. We take this list  to our vendors/manufacturers and requests a restock for the styles on the list. If the material or styles are already available we restock within 1-4 weeks. 

**This doesn't guarantee a restock but we do make sure to ask about the requested styles.

Do you have a size chart? 

We do have a basic size chart but the styles vary in measurements. If you would like exact measurements for a specific size, please email us. We will add the measurements to the description of the product. 

 Can I order online and pick up in store ? 

Yes of course. Please write a quick note in your order notes letting us know you will be picking up in store. You can also call our store to let us know that you will be picking up. All shipping costs will be refunded once package is picked up. 

 Do you sell gift cards? 

Unfortunately we do not sell gift cards at the moment. Sorry! :(

My package was returned due to the incorrect address/ not picking up order with signature confirmation, can you reship it for free? 

Unfortunately there is a reship fee of $6 for orders that are returned due to incorrect address or orders that are not picked from local post office with signature confirmation. Unfortunately we are not refunded the postage cost for the first package shipment and cost us two fees for a reshipment. Due to an excess amount of orders being returned for these two reasons, we will no longer be reshipping packages at no cost. There will be a fee of $6 for reshipments. We ask that you double check shipping addresses before placing an order to avoid any additional costs. We also ask that you please check tracking details for orders of large amounts because they include signature confirmation and may need to be picked up at your local post office. Thank you for your kind cooperation and understanding.

 

For any additional questions please email us ootdfash@yahoo.com 

Thank you for all the support!