Help & Support
Questions, answered
Everything about ordering, personalization, shipping and returns. If your question isn't here, our team reads every email.
Can I change or cancel my order after it's placed?
We start processing right away, so orders usually can't be changed or cancelled once submitted. If personalization has already begun, changes may require a new order. Email us as soon as possible and we'll tell you honestly what's still possible.
Do you offer bulk or wholesale pricing?
Yes. Orders over $300 get 10% off with the code BULK10OFF, and we open wholesale accounts for businesses buying repeatedly. See our Wholesale & Loyalty Program page.
Are there taxes or import fees on my order?
Orders shipped within certain U.S. states may be subject to sales tax. International orders may incur customs duties or import fees on delivery, and those are the customer's responsibility. Please note that orders refused because of unpaid customs charges are not eligible for a refund.
Will my custom text look exactly the same every time?
Every piece is made by hand, so slight variations in text size, placement or finish can occur even between items in the same order. That handwork is what makes each piece one of a kind.
Will the colours match what I see on screen?
We photograph everything as accurately as we can, but lighting, screen calibration and device settings all shift colour slightly. If an exact shade matters for your day, email us before ordering and we'll advise.
Do you offer free shipping?
Yes — free U.S. shipping on orders over $150.
What is your return and exchange policy?
Non-custom items can be returned or exchanged within 30 days of delivery if unused and in original condition.
Custom items are personalized for you and are generally final sale. If your order arrives with a defect, damage or a personalization error, contact us within 30 days and we'll repair, replace or refund it.
Full details on our Return & Exchange Policy page.
When is your team available?
Monday to Friday, 10:00 AM to 5:00 PM CST. You can email sales@prettyrobes.com any time and we'll reply when we're back at our desks.
Where are you based?
Sugar Land, Texas. Pretty Robes is family-owned, and embroidery, beading and personalization are all done in-house.
Still have a question?
Email our team and we'll get back to you promptly. We're family-owned, so you're speaking to the people who make your order.
Email Us