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FREE SHIPPING ON ALL US ORDERS OVER $25

Frequently Asked Questions

Check most frequently asked questions here, if you still need help then please contact us at yellow@hello.com. This text can be changed by going to Design & Settings > Global Settings > Intro Text.

Insurance

Please click here.

 

Unfortunately if your package has been marked as delivered and is not there, we will not be able to help. 

Insurance covers all lost, delayed and missing packages including ones that have been marked as delivered but are not there.

Lost Items Policies

Packages presumed to be lost

  • Order issues for packages presumed to be lost by the carrier (where the status is not "delivered") must be filed no sooner than 7 days after the approximate delivery date for United States domestic shipments (20 days for international shipments, including Canada).

Invalid address or delivery barriers

  • Sometimes carriers cannot deliver the customer’s package due to an invalid address or other unexpected delivery barriers. At this point, the carrier might return the package to the sender/retailer. The customer’s package is not actually lost, thus Insurance  does not cover this. 

Packages labeled "return to sender insufficient address"

  • Insurance does not cover packages that have been returned to sender due to insufficient address that are lost in transit. Once received, a return will be issued. Insurance does not cover reshipment of the package. Buyer is responsible for entering the correct address. 

Order stuck in customs

  • Insurance cannot cover when a customer’s order is stuck in international borders/customs.

  • The customer’s next step is to pay the customs fees in order to receive the package.

Expedited Shipping

  • If you selected expedited shipping but your package didn't not arrive within the specified time, we will reimburse the difference.

Delivered but Missing Packages

A police report is required when the customer’s package is marked as delivered. We will also file a report with the carrier asking for the exact coordinates of the delivery. 

Please ask your neighbors or front desk attendant if they may have it first. 

Upon request, Insurance can require additional documentation (e.g. proof of identity, address, etc.). 

Note: Depending upon the jurisdiction, a false police report may be charged as a misdemeanor or a felony. 

Please wait until 5 days after “delivery date” but no longer than 15 days to ensure it was not misdelivered or easily found around the premises. For example if your package was marked delivered on the 1st, you must wait until the 6th to file but no longer than the 16th. 

Multiple claims for delivered will result in being banned from the website. 

Returns

Please click here. Please note insurance and shipping is not refundable.

We accept returns within 30 days of delivery. 

  • In unused and saleable condition
  • In the original packaging with all the tags intact

We do not provide exchanges at this time.

  • Refund to the original payment method. You will receive a refund for the item only and not shipping. If you received free shipping over $75 and your order now falls below $75, a $5 shipping fee will be deducted. We do not provide return shipping label. Customer must return on their own.
  • Items must be returned within 30 days for a refund. After 30 days, you will receive a gift card. 

Please package and return with tracking. Customers are responsible for return shipping. 

Once your returned item is received and inspected, you will receive a refund within 5-7 business days. Used items will not be eligible for refund. 

Please contact us within 48 hours of receipt. We cannot replace items after that. No need to request a return.

 

Shipping

Ordinarily, items ship within 1-4 business days (that's Monday - Friday) unless otherwise specified. From Nov 1 - Feb 14th, orders ship within 1-5 business days. Certain apparel items that ship separately take 2-9 business days to ship. See description. 

U.S. packages generally take 2-9 business days to arrive after shipping. Canada takes approximately 2 weeks. All other international orders can take up to 5 weeks. 

Expedited packages ship the following business day.

USPS does NOT guarantee delivery times, they only provided expected delivery dates. UPS and FedEx are more accurate but can experience delays. Therefore Crimson and Clover CANNOT guarantee delivery times. 

Please see USPS policies if you would like more info.

Domestic:

https://www.usps.com/ship/mail-shipping-services.htm

International:
https://www.usps.com/international/mail-shipping-services.htm

Delivery times are not guaranteed. Once a package leaves our warehouse, it is in the carrier's hands and out of ours. 

Your tracking number is emailed to you. 

Please contact us. If it hasn't been shipped we will attempt to change it. If it it has, there's nothing we can do. Packages are ONLY sent to addresses on file. Buyers are responsible for having the correct address.

We cannot refund orders with incorrect shipping addresses if it has already shipped until the package is returned to us. You will be refunded minus shipping.

If your address is incorrect and we need to contact you, it will delay your shipment. 

Wholesale

Please contact us here

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Shipping and Processing

*Items that ship separately take 2-7 business days to ship.

SHIPPING

Why does it cost $5 to ship a card? Cards must be shipped in a rigid flat mailer to prevent bending during transit. Cards cannot be shipped with a stamp, in an plain envelope or any other material. 

When will my order ship?

Items ship within 1-4 business days except for between November - February when shipping time is 1-6 business days.

What if I need it sooner?

If you choose expedited shipping, your package will ship by the following business day.  Items that ship separately ship are NOT eligible for expedited shipping.

Priority: 1-3 business days

Ground: 1-5 business days

2 Day - 2 days

3 Day - 3 days

Overnight - Overnight

Please note these are counted after the carrier picks up the item. Carrier can experience unforseen delays which is Crimson and Clover Studio is not responsible for. 

How long will it take to get to me?

Packages generally take 2-7 business days to arrive after shipping unless expedited shipping is chosen. For more info please refer to USPS or UPS's websites for transit times.

USPS/UPS do NOT guarantee delivery times. Therefore Crimson and Clover CANNOT guarantee delivery times. 

TRACKING

You will receive tracking info once your item is shipped.

NON US CUSTOMERS

Please note the buyer is responsible for paying any taxes upon arrival in their home country. Any packages that are sent back because the buyer refused to pay taxes will not be refunded. 

More questions? Check our our FAQ.

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