Fall/Winter 2020 custom trunk orders (placed through a trunk show or ordered on the website) will be shipping late September through end of November, based upon order date. Occasional fabric and trim supplier delays or weather delays can alter the schedule. We often post shipping updates on our Facebook/Instagram pages in the case of a delay. Since our handmade items are cut and made to order, specifically for you, refunds are not offered in the case of a delay, unless it is out of season or not able to be produced.
What is Flex Pay?
On our pre-order and custom made items, we offer Flex Pay for orders in the amount of $100 and above. The customer pays 50% up front to place the order and 50% before shipping. We will send an invoice to the email that is used to place your initial order for the 2nd payment. Customers have 7 days to make the final payment from the time we send the invoice. It is the customer's responsibility to check his or her email and to follow through on the final payment. If the final payment is unpaid after the 7-day grace period, a $10 fee will be added to the invoice. If the invoice is unpaid by the time the garments are ready to ship or more than 30 days after the final payment is due, the order will be canceled and the deposit forfeited.
I received my 2nd flex pay invoice - Can I have more time to pay?
Of course! We are always happy to work with you on payment arrangements. We just ask that you please contact us within the 7-day grace period to let us know. Please email us at firstname.lastname@example.org should you need more time to pay. If we are not contacted within the 7-day grace period, the $10 late fee will be automatically applied to your invoice.
In-stock orders can be canceled and fully refunded if you contact us prior to shipment. Order changes can be made prior to shipment, pending availability. After shipment, please refer to our refund/exchange policies below.
Pre-ordered or customized orders can not be canceled or changed after the orders are submitted to production. Each outfit is produced as ordered by the customer.
What are your shipping rates?
Orders $99 and under: $8
Orders $100 to $199: $12
Orders $200 and up: $16
What is your return policy?
Manufacturer Defect or Errors - Please contact us by email at email@example.com 5 calendar days of receipt of item to report any defects or errors. We will refund and/or exchange accordingly. Due to the nature of our handmade items, deviations from the size chart will not be considered a defect.
Size Exchanges – We offer size exchanges only based on availability. There is a 20% re-stocking fee for all size exchanges. The customer is responsible for the return shipping cost, both ways. If the size exchange is not available, the item can be returned for store credit only, minus the 20% re-stocking fee. Size exchanges must be initiated within 5 days of receipt, according to USPS tracking. Exchanges and returns of customized or personalized items will not be accepted. Due to the custom nature of our items, please allow 3-4 weeks from the time the exchange is received by us for the new size(s) to be re-made.
ALL SALES ARE FINAL ON SALE AND CLEARANCE ITEMS AND SAMPLES.
The Post Office has lost or damaged my items. What can I do?
Mary & Grace cannot be held responsible for any items lost or damaged by the post office. While very rare, we do recommend purchasing insurance to protect your valued items at a low cost. To purchase, please request insurance when placing your order.
There isn't a trunk show in my area. Can I still place a custom order?
Yes! We have many great hostesses who are ready and available to help you with your custom order. Please check our trunk show schedule or send an email firstname.lastname@example.org if you need help connecting with a hostess.
Can I host a trunk show?
We love to hear from you with your interest in hosting a future trunk show! Our schedule fills up quickly each season. To be considered for a trunk show, please email us at email@example.com with 'Trunk Show & your city/state' in the subject line and we will be in touch if we are able to add your area to our trunk show lineup.
Please feel free to email us at anytime with your questions and we will personally reply within 48 business hours. Customer Service Email: firstname.lastname@example.org