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FAQs

1. Where do you ship from?

We proudly ship from Houston, Texas. and on rare occasions will ship from our overseas production partners. 

2. How much is shipping?

We have a flat rate shipping fee of $10 in the US. We offer free domestic shipping over $150.  

3. What are your customer service hours?

Hours are 10:00 am - 5 pm CST. We can be reached via email at sales@prettyrobes.com. 

4. 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!  

5. How long does it take to produce and ship my order?

Unfortunately due to the recent pandemic our production time has been pushed to 10-15 business days. With another 10 days to shipping time.  

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

6. 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. 

7. Is my order subject to taxes or tariffs?

We charge taxes for 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. Any packages refused by the customer will not refunded. 

8. 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.  

9. 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. This is especially true when placing 2 separate orders. 

10. How do I input a monogram?

Input monograms like this: First Name, Last Name, Middle Name or First Name, Middle Name, Last Name. We do not enlarge the middle letter unless requested and approved via email. 

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.

11. 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.
 

12. Can I edit or cancel once it's been placed my order?

Once an order has been placed we cannot edit or cancel the order. We typically begin production once the order has been placed. 

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). 

13. I ordered a custom robe but did not include a font style or ink color, what should I do?

We will contact you immediately to collect this information. We cannot proceed without this data so your order will be on hold until this information is provided. 
 

14. Returns/Exchanges

At this time we do not accept any returns or exchanges. Our returns team is currently on hiatus so are unable to process returns.
 

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

We do charge shipping for any new order placed. 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. If we are able to combine the orders we will issue a refund for the shipping charge on the second order. 

 

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