I am having problems placing my order. What can I do?
We apologize for any inconveniences you might have throughout the purchase process. Please feel free to contact us directly at firstname.lastname@example.org. We will make sure to get back to you as soon as possible with a solution.
You can also give us a call at +1 315-221-8388. Our office hours are Monday – Friday 8am – 5pm EST.
Need to make changes on my order. Can I do this?
Once the order has been placed on the shopping cart and submitted, it appears in our system within minutes. If it's during the day (8am - 3pm), it will be processed and sent to the warehouse within an hour. If the order is placed after hours on the cart, then you have until the following morning to change it. USPS and FedEx will ship 90% same day.
I am not sure what size to get.
All our items have a dimensions tab where you can find the garment´s measurements. We will always display the measurements of the model and the size she is wearing. That can help you narrow down the fit you would like. We also have a general size guideline at the bottom of our home page. If you are unsure what size to get, we recommend you get the larger size. Keep in mind that our garments have a relaxed, looser fit.
I never received a confirmation email or a tracking number.
No worries at all.
Please email us at email@example.com and we will make sure to provide you with the necessary information confirming your purchase and shipment.
Taxes & Payments
What payments do you accept?
We accept PayPal and all major credit cards:
Is my package insured when shipped?
USPS Priority shipments are automatically insured for up to $50. More insurance is available for purchase.
Do I need to pay for duties and taxes if I am purchasing outside the United States?
When you make a purchase with Hope, you are liable for all duties and taxes on your order. If purchasing outside the United States, customs or import duties are charged once the parcel reaches its destination country. You may be charged for handling fees, duties and taxes as your order passes through customs. Any charges on a parcel must be paid by the person receiving the parcel. Customs policies and import duties vary widely from country to country, please contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.
If you offer free shipping, do I still need to pay duties and taxes?
Yes, you may be charged for handling fees, duties and taxes as your order passes through customs. Any charges on a parcel must be paid by the person receiving the parcel.
Shipping, Returns & Refunds
Do you ship to PO Boxes?
What courier(s) do you use when shipping?
How much do you charge for shipping?
It depends on where you are located. You can revise shipping costs at check out through our live shipping rates feature.
How long does the shipping take for it to reach my destination?
It depends where you are located.
If you are within the United States, it usually takes between 1-5 business days.
If you are located within Canada and Mexico, and the rest of the world, it could take between 3-21 business days, depending on the method of shipping you choose.
How long do refunds take to process?
They usually take between 3-5 business days.
How long does a return take to process?
Returns processing usually takes 24-48 hours, or less, except during the heavy product returns season in January/February. Then it runs 3-4 days.
Can I return an item because it did not fit?
Yes you can.
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
You will need to provide proof of purchase, which may be a shop receipt, a credit or debit card statement or other documentation that proves the purchase.
If you wish to return your product or exchange it, please request an RA number by sending an email to firstname.lastname@example.org. Please do not ship back product without an RA number. Make sure to include the RA number on the outside of the package.
Can I return sale items?
If the goods are faulty – then you are entitled to a replacement or refund, whether the goods were bought at full price or at a discounted price. You will need to provide proof of purchase, which may be a shop receipt, a credit or debit card statement or other documentation that proves the purchase.
You can also exchange goods if they do not fit properly, although the exchange is subject to availability. Discounted products usually run low on stock levels.
* If you have suggestions or comments to make this FAQ sheet better, please feel free to send us an email. Thank you for your loyalty.