To protect you, as a customer, we offer ShipTection shipping protection for a very small amount. This protects your package from being lost, theft, delays, and damage. We highly recommend that you add this to your order. If you choose to decline coverage, we can guide you through the process of filing the claim. However, our experience is that USPS and other carriers have become much more difficult to work with in receiving a refund. Please consider this option seriously before declining coverage through ShipTection.
When Choosing DHL or UPS standard international shipping, please refer to your countries brokerage fees. We are not responsible for any import charges imposed by DHL or UPS and your country based on the value of your purchase.
Exchanges are available within 7 days on new and unworn full price items. Please note, sale items are not eligible for exchange. For pre-orders, please check the product description of the item for eligibility as some specialty pre-orders are not eligible. Please note shop credits cannot be applied to exchange shipping as this money is paid to the postal carrier.
Items must be returned to us in new condition with tags attached and original packaging. Please supply tracking information or retain tracking information for your records. All costs associated with exchanges are the responsibility of the customer. To initiate an exchange, please email us at email@example.com for approval and next steps.
Frequently asked FAQ's:
Price adjustments are not available. Only one discount can be applied to an order at a time, further discounts cannot be applied to orders with/on sale items. We are unfortunately not able to cancel orders purchased through Sezzle for any reason since they are a separate entity.
We can not process exchanges on items that have been worn, have tags removed, or have been exposed to strong odors like smoke, perfume, or animals.
Pre-orders and backorders are often offered for Thursday releases and other popular styles to ensure they are available to all customers. Unlike many other small shops and lifestyle brands today, we do not want our products to sell out within minutes and become unattainable to our valued customers. For this reason, when a backorder or pre-order is offered, you will see a notice next to the backordered size reading "ships around (day/month)". Please keep in mind that, due to logistics, this is our best estimate of arrival to our warehouse. Please allow around +/- 10 business days from the suggested ship date, especially if the item is needed for a specific event. When a product reads "ships around", this is not a 100% guaranteed ship date. Our goal is to ALWAYS have your package arrive ahead of schedule, but this may not always be possible. Please plan accordingly when placing pre-orders. We are so happy as a brand to choose not to limit the availability of our products to select customers, and know that you will find the quality and design of our products to be worth the wait once you see your child's smile.
When purchasing a pre-order or backordered item, please keep in mind the ship date advertised. If you purchase multiple items with a pre-order/backorder/sale item/s in the same transaction, all items will ship together using our current system in our small warehouse. If you would like for the "in stock" items from your order to ship ahead of time, please place two separate orders in order to receive each as soon as possible.
Our clothing includes care instructions on the tag inside of the garment. Our fabrics are intended to be washed and worn over and over again for maximum enjoyment! Please keep in mind that, when caring for your clothing, there are ways you can maximize the color vibrancy and long term appearance.
Our fabrics are dyed and pre-washed to protect the color. We have a very low defect rate, and have found that almost all product issues are associated with "color catchers" being added to a load of laundry along with your OLO garment. Please proceed with extreme caution, or consider washing the garment alone. In some cases, we have also found that organic laundry detergents occasionally impact color vibrancy due to the alternative ingredients in the detergent.
These issues have occurred for an extremely small number of customers, but we want to mention this for your consideration!