How quickly can I expect my order to be processed?
For orders placed Monday through Friday before 2 p.m. PST you can expect it to start processing same day. Any orders placed after 2 p.m. PST will be processed on the next business day.
What if I need to change or cancel my order?
We process orders quickly, but we’ll always try our best to make changes before we ship your order. The best way to do so is to email us as soon as possible at firstname.lastname@example.org.
What’s the status of my order?
Once you’ve received your shipping confirmation email you can track the status of your delivery by visiting the courier’s website and entering your tracking number. Otherwise, you can reach out to us at email@example.com and we can provide an update.
FIT & SIZING
How do I know which size will fit me best?
Our general guide below is a good starting point to determine your size in Thelma. If an item fits a certain way or if there is anything important you should know, we will mention it in the product description. We will do whatever we can to help you find the perfect size. For customer services, you can email us at firstname.lastname@example.org.
How much does shipping cost in the US?
We offer FLAT RATE $8.00 SHIPPING on all orders! If you need your item(s) sooner, please contact us at email@example.com.
How fast is your shipping?
Depending on where you are located, it can take anywhere from 5-7 business days.
Do you offer expedited shipping?
Yes! If you need you're items faster, please contact us at firstname.lastname@example.org and we can expedite your package.
Do you have alternative shipping methods to ground and overnight?
If you happen to live in in the Charleston (SC) area, we offer free delivery/pickup. Please select the Charleston Delivery/Pick Up option at checkout.
What is your domestic return policy?
To be eligible for a return, your item must be unused and in the same condition that you received it (sale merchandise included!). It must also be in the original packaging.
We will gladly accept returns on all items (except items marked “Final Sale”) postmarked within 14 days from time of delivery. If 14 days have gone by since receipt of goods, unfortunately, we cannot offer you a refund. We kindly ask that you allow 12 business days from the time we receive your package for returns to be processed.
Any item marked final sale on our website is not eligible for return, exchange or store credit regardless of size. Items marked 50% or greater are always considered Final Sale.
How do I return something from my online order (US)?
Please contact us at email@example.com and we will send you a pre-paid UPS return label via email.
Once you have your label, follow the instructions below.
- Put the item you wish to return in the box.
- Stick the prepaid label on the box.
- Get the box to the shipping carrier (UPS) on your label.
How long does it take to process a return?
Once we receive your return, please allow 2-3 business days for your return to be processed at our factory and then 5-10 business days for your bank to post the refund to your account. Your refund will be credited to the same card used to make the original purchase. We’ll send you an email when our team has processed your refund so you know it’s on the way.
How can I do an exchange?
If you'd like to make an exchange, we are happy to accept items that are unused and in the same condition that you received them in. We kindly ask that you make your exchange within 14 days of purchase. Please simply reach out to firstname.lastname@example.org.
Do you ship internationally?
Currently we are only able to ship to the United States. We have found that HopShopGo is a great workaround, shipping from the US to anywhere in the world! For any inquiries on international shipping, please reach out to email@example.com. We are here to help! Please note: We are not affiliated with HopShopGo or any such third-party shipping service. Orders shipped using this method or any such third-party shipping service are final sale and exempt from returns. We do not cover the cost of return shipping internationally.
How do I care for my Thelmas?
Keep suede surface fresh and clean with a suede brush to remove superficial dirt and stains.
For deeper stains, consult a leather professional.
Avoid contact with water or wet materials, such as mud.