1. Where do you ship from?
We proudly ship from Houston, Texas. We will on occasion ship from our overseas production partner in China.
2. How much is shipping?
We have a flat rate shipping fee of $5 in the US. We offer free domestic shipping over $75.
We offer rush shipping options for domestic and international orders.
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.
3. What are your customer service hours?
Hours are 10:00 am - 5 pm CST. We can be reached via email at email@example.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 customization take?
Between 4-7 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.
6. When will my order ship?
We do not issue refunds for Standard Shipping orders that are late due to carrier issues. Free shipping (standard shipping) is 6-10 business days. Thi 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.
Our business hours are M-F 10am - 5pm.
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. If you place 2 orders the font sizes will not be the same between the 2 orders.
11. 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.
12. I damaged my robes by washing them. What can I do?
13. Can I edit or cancel once it's been placed my order?
Once a custom 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).
14. I ordered a custom robe but did not include a font style or ink color, what should I do?
16. 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
17. My order was returned to the original sender. How can I get this order reshipped?
If an order is refused by the customer or returned to our office by the shipping carrier for any reason we will charge you a fee for the returned items and the cost to reship the items.
By browsing our website and/or by purchasing products from Pretty Robes you agree to our terms of service.
Thank you for your business, and most importantly congratulations on the upcoming nuptials!