FAQs – PrettyRobes.com


1. Where do you ship from?

We proudly ship from Houston, Texas. 

2. What are your customer service hours?

Hours are 10:00 am - 5 pm CST. We can be reached via email at sales@prettyrobes.com, live chat, by phone at 281-817-5757 and through our Contact Us page.

3. What are my customization options?

Customization is currently restricted to text and numbers only. 

We can do most logos as well! The cost of logos vary by the size and style. Just email us or message us on live chat and we will prepare a digital proof to show you what the logo would look like on our robes!  

4. How long does customization take?

Between 7-10 business days. If your order is time sensitive please select the rush production option on the product page and choose a priority shipping method at checkout. If you do not select  rush production for all products, your order will not be treated as a rush order, so it's crucial you select Rush Production for ALL products that you need rushed.  

5. How much is shipping?

We offer Standard Shipping ($9.99) and Rush Shipping ($14.99) for domestic orders. We offer free shipping on orders over $150 in the Contiguous US.

International orders and Non-Contiguous orders are adjusted by weight and location at checkout. We offer free international shipping on orders over $250 worldwide.    

We retain the right to select a different shipping carrier or method if the projected delivery time matches or beats what you select at check out. 

6. When will my order ship?

Typically custom orders ship within 1-2 weeks and all orders shipped with standard shipping take 6-10 days in transit. If you need your items sooner, please purchase the rush production and select a priority shipping method. The rush production option is available on the product page. If an order is completed before the 1-2 week threshold it will ship sooner.

We retain the right to choose a faster shipping method if production takes longer than expected.

We do not issue refunds for Standard Shipping orders that are late due to carrier issues. The 6-10 business day threshold is an approximate delivery window, not a guarantee. If you need something delivered within an exact time window, please purchase the rush production/shipping options. 

Orders after 1PM CST are automatically treated as next day orders. For orders placed after 1PM, please factor an additional business day.

Production and shipping times are based on business days, M-F.

7. I can't find my order? 

We provide tracking information for orders as soon as they ship. If your order shows delivered and you don't see it, wait a day or two, check your mailbox, home and surroundings, and contact the carrier directly. If the tracking shows the address is correct and delivered, but you do not have order, we will not issue a refund. You will need to place another order in this case. 

For orders with standard shipping, where the tracking info. is not updated after 14 business days, we will file a claim with the carrier. We will file a claim in 30 business days for international orders. Upon hearing back from the carrier, we will either issue you a refund or reship the items if they were customized.

8. Is my order subject to taxes or tariffs?

We charge taxes to orders with a Texas billing address. International orders may be subject to tariffs. Tariffs are typically assessed upon arrival of the order, which the customer is responsible for paying. Pretty Robes will not pay any tariffs or taxes assessed to our customers.  

9. Do the colors of the robes match what I'm seeing online?  

Yes they do. But please note that colors may differ slightly from what you see on your monitor, as monitor screen settings and colors do vary.  

10. Will the size of the custom text always be the same?

We do our best to measure the width of the fonts, but because each robe is designed by hand there will be some variation in text size between robes, even when using the same font. 

11. How do I input a monogram?

Input monograms like this: First Name, Last Name, Middle Name. The Last Name initial (the middle letter of the monogram) will be larger than the rest. For monograms with 2 or 4 letters, all letters will be the same size.

To avoid any confusion, our team will print monograms exactly as they're written. They will not change them based on the customers first or last name.

12. I damaged my robes by washing them. What can I do? 

Place an other immediately and tell us in the notes. We will do our best to rush ship and rush produce your order. This is only guaranteed if you pay for the expedited services.

13. Can I edit my order?

Yes you can free of charge so long as your robes are not in production. If your custom robes are in production you will  be charged the price of customization for each robe that you request a change in Font Style, Font Color, and Text.  

If you want to change the robe color or size of your custom robe and the robe has already been customized, you will be charged for a new robe (and customization where applicable).

For Non-Custom orders, you can change size or color of the robe so long as the order has not been packed for shipping. If your order has been packed, it will be shipped within 1-2 business day. You will receive tracking information as confirmation. 

14. I ordered a custom robe but forgot to add a font color or font style, what should I do?

Email us within 2 days of your order. If we can mirror a robe you did provide this information for we will do so. If we do not hear from you and cannot copy another robe in your order, we will proceed with a white or black font color based on our discretion and the Nickainley font. We will do our best to contact you multiple times before we do this.

15. Returns/Exchanges

We accept requests for exchanges or returns for non custom items within 30 days of receipt only. We charge a 10% restock fee for each item that is returned. We do not charge restocking fees for exchanges if the item is returned in its original packaging.
If items to be exchanged are received without the correct packaging, the 10% restocking fee will be applied.

16. I want to add another robe or a product to an existing order, do I need to pay for shipping? 

Yes, you will need to pay for shipping. Unfortunately we are producing orders and shipping orders by the minute so it can become very difficult for us to combine orders and to ship them together. As a courtesy, we will always do our best to combine orders and ship them together to save you the additional shipping charges. whether specifically requested or not. Those instances where we are unable to do so, we will charge you for shipping.  

By browsing our website and/or by purchasing products from Pretty Robes you agree to our terms of service.  

For any other questions please email us at sales@prettyrobes.com. 

Thank you for your business, and most importantly congratulations on the upcoming nuptials