HOW QUICKLY CAN YOU ANSWER MY QUESTION?
We answer emails in the order they are received and we try to respond as promptly as possible. General response time is 3-5 business days.
WHAT PAYMENT OPTIONS DO YOU ACCEPT?
Please visit Payment Options
CAN I CHANGE MY SHIPPING ADDRESS AFTER MY ORDER HAS BEEN PLACED?
Once an order is placed, our warehouse processes the order within 24 hours, so it is not always possible to complete an address change request. If you notice an error, please contact us AS SOON AS POSSIBLE with your name and order number so we can try to make the correction(s) to your package before it departs. There is no guarantee, but we'll do everything we can!
HOW LONG IS THE PROCESSING PERIOD?
Order processing times are up to 5 business days after the day you placed your order. Most packages are prepared within 3 business days, but if our warehouse is exceptionally backed up processing times may extend to 5 business days following the day you placed your order.
GENERAL SHIPPING INFORMATION:
Our warehouse processes and ships out all orders Monday-Friday (excluding major holidays). When your order is shipped, you will receive a shipping confirmation and tracking number via email. E-Packet is our primary carrier for customers in the United States and most countries/regions such as Canada, Europe, United Kingdom, Australia, and New Zealand.
WILL MY ORDER COME IN ONE PACKAGE?
Depending on the size and items on your order, you may receive separate packages that will arrive a few business days apart.
OUT OF STOCK/BACKORDERED ITEMS:
In the event that any of your items are out of stock, we will send you an email to let you know when we expect to have the items shipped out by. If the items are not expected to be restocked within 4 weeks, we will refund you in the form of an e-gift card or provide an alternative.
DO YOU SHIP INTERNATIONALLY?
Yes, we ship internationally and to almost all countries.
I RECEIVED A DAMAGED ITEM, WHAT DO I DO?
We apologize that your shipment did not arrive in perfect condition! Please contact us with your name, order number and photos of both the packaging label and the product for further assistance. A photo of the packaging label may be required for any form of reimbursement.
WHAT DO I DO IF SOMETHING IS MISSING IN MY ORDER?
If any of your purchased items are missing please contact us immediately to resolve the issue. To get ahold of us please Contact Us or reply to your Order Confirmation.
HOW DO I FLUFF UP MY PAMPAS?
When your pampas grass arrives, it is normal that they look a little compact. Our suggestion is to take the stems out of the packaging, shake the pampas grass outside to fluff it up, it will shed a little but it's totally normal. Then allow a few days in the sun for the plumes to take shape once placed in a vase.
We have a little trick if you're looking to get your pampas grass even fluffier than it's natural state - all you need to do is blow dry it with a hair dryer. We recommend gently blow dry your pampas grass gently on a low heat setting for about 5 minutes, this will really help the plumes to open up. Be careful not to over blow dry, or brush them out as the grasses will shed too much. Finish with a spritz of hairspray to help decrease shedding.
MY HAT WAS CRUSHED IN TRANSIT. WHAT DO I DO?
Hats are inspected before leaving our facility, but unfortunately we cannot control how packages are handled in carrier facilities. If you find your hat arrives bent, do not worry!
With steam, reshape the area of your hat with your both hands. You can concentrate on larger sections with an open palm and smaller sections with your fingertips. Check to see if the material is softening after each adjustments to ensure that it continues to move in the right direction.
Straighten the brim or push out the dents with your hands. Allow time for the hat to cool and set, but not completely dry. Wear the hat on your head to ensure that it fits properly. Allow the hat to conform to the shape of your head for the most comfortable fit by wearing it for at least a few minutes. Your hat is now ready to wear once it is dry!