FAQs: Our brief answers to sometimes complicated questions!
Can I return items?
The quick answer is yes, but there are conditions. First things first: please check your items by trying them on and checking their condition within 7 days after delivery, and leave the tag(s) on until you are sure you want to keep the item.
There are two types of returns:
- If we make a mistake (we apologize if that is the case!), we pay for the return shipping and refund you the entire value of your purchase (item and shipping [if any] and taxes [if any]). Obviously, we have significant incentives to eliminate any mistakes: A. You, the customer, are not happy. B. It is very expensive for us.
- If you decide that you don’t want an item(s), we will deduct $3.00 from your refund to pay for a portion of the return shipping costs (this is less than half of the cost we incur for the return and refund process). If you return more than one item, this $3.00 fee will cover the cost to you for the entire return. Your refund will include the final purchase price of the item and any sales tax that were charged for the item.
In either case, please use our “contact us” form to start the process. After we receive this note from you, we will provide you with a prepaid shipping label.
Once we receive the returned items, we will process the refund as described above, if our prior conditions are met. As you would expect, there are additional critical details, please find them here: https://plaidandlace.com/shipping-returns/
How long will it take to receive my purchase?
If you live in the Pacific Northwest and you place your order before 1:00 PM, Monday through Friday, you’ll probably receive your items in 1 to 2 days (if the weekend doesn’t create delays). We process and ship all orders received by 1:00 PM Pacific time, Monday through Friday (except on Federal holidays). Orders received after 1:00 PM will be processed the morning of the next working day.
What do your condition terms “Like new”, “Good” etc., mean?
We have four condition categories:
New with tags: An item with manufacturer’s tags attached and no flaws.
Like new: An item that we assume has been worn (because it’s lacking manufacturer’s tags) but shows minimal signs of wear and no flaws.
Good: An item that has signs of wear and might have a small flaw in an inconspicuous location.
Fair: An item that has flaws and/or shows noticeable wear. Our general rule is to only list items where people are less sensitive to wear and flaws e.g. work jeans, sweatshirts etc.
We check the condition of every item at each of the four steps in our process before it’s put into inventory. We start with an overall look at the item and then for pilling, worn labels, worn or stretched-out areas, flaws like holes, missing or mis-matched buttons, degraded colors etc. To ensure the best possible quality control, our staff are well-trained and work at very well-lit stations to reduce the possibility of overlooking anything.
Why do I have to pay for shipping?
You don’t pay for shipping on orders over $20.00! Unfortunately, we can’t absorb the cost of shipping for smaller purchases, but the good news is we don’t add a handling fee, even on small purchases.
How do I get in touch with you if I have a question?
The best way to contact us is through our “contact us” form: https://plaidandlace.com/contact-us/ We check for these contact notes throughout our working day (Monday through Friday, 8:30 AM through 5:30 PM, Pacific time) If you have questions or suggestions that are too complex for this form, please call us (1-360-209-3146) or email us info@plaidandlace.com.