Plaid and Lace Shipping policy
Order processing time
Getting your order to you is a priority for us. To that end, orders received by 1:00 PM Pacific Time, Monday through Friday, will be processed the same day. The exceptions to this schedule are designated Federal Holidays and on the rare occasion when there is a problem (e.g. address, payment etc.). If there is a problem, we will contact you via the email you provided and get your order shipped ASAP once the issue is resolved.
Shipping time
If you live in the Pacific Northwest, you might receive your items in just one or two days after the shipper has received your package (see above). We are located in Vancouver Washington (immediately North of Portland Oregon), so if you’re in the Northeast/Southeast area of the US, it might take a few days. Obviously weather and other unanticipated problems can create additional delays.
Where we ship
Currently, we only ship to continental U.S. addresses and P.O. Boxes. We reserve the right to change your preferred shipper if your first choice is not available.
Shippers and tracking
We will send you a Shipment Confirmation email with tracking information once your order is in the shipper’s system.
Damaged packages
We want every purchase to reach our customers in the same condition they left our warehouse. With that priority in mind, we also recognize the need to strike a balance between overpackaging (e.g. bag inside of bags) and yet still getting your purchase to you, undamaged. To that end, we use a shipping package that has a low carbon footprint, is recyclable and very durable. Please note: We are not responsible for damage after the package has been received by the shipper. However, if there is damage to your items, please review our policy below and contact us ASAP via our website "contact us" form. We will assess the situation and make every effort to assist you in addressing the problem. Please review the information under “Items lost or damaged in transit” below, for more information.
Lost and returned packages
As with everything in life, things can go wrong. If you don’t receive your purchase as per the shipper’s tracking information, please contact us via our website "contact us" form once it is clear the package is lost. We will assess the situation and make every effort to assist you in addressing the problem. Please review the information under “Items lost or damaged in transit” below for more information.
On rare occasions, packages are returned to us. It might be because there was a mistake entering the shipping address in the checkout cart or someone refuses the package. If your package is returned to us, and we haven’t heard from you (“where’s my package!”), we will email you to determine how to proceed.
Return and Refund Policy and Process
How do I start a request to return an item or ask for help regarding a lost or damaged item or shipment?
Step one: Please consult our "Overall Conditions, Policy and Process For Returns and Refunds" (see below). There are three possible reasons to request a refund and to return an item(s). They are under the “Refund and Return Information and Details” section below; each have a bold title.
Step two: Please use our website “contact us” form to provide us with the information we need to process your request. We need to know when and who made the purchase, the customer's email, and what actions or help is being requested. We check for “contact us” messages several times a day (Monday through Friday) during working hours (8:30 AM to 5:30 PM Pacific time) so that we can quickly respond to you.
Overall Conditions, Policy and Process For Returns and Refunds
- A customer request to return and receive a refund due to our error or the customer's choice to return an item(s) not due to our error, must be started no later than 7 days after the items were received (based on shipper supplied information). We want to emphasize the message in our packing insert: “Please check your items carefully and try them on, if possible. If you need to return an item, for either reason described below, you must start that process within 7 days after you received this shipment”.
- Our tag (brown, with our name and the SKU code) and manufacturer tags (if any) must be attached to the clothing as shipped. If the tags are not present when items are returned, we will not be able to issue a refund.
- Refunds will be issued once we receive the returned item, and we determine the item is in the same condition as originally shipped it to you. The refund will be issued to the account (credit or debt) that was used to make the purchase. We will email a notification to you that we have initiated a refund.
- Refunds will not be issued for items returned to us without our prior written authorization.
Refund and Return Information and Details
Customer wants to return item due to a Plaid and Lace mistake:
Types of possible errors:
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- Wrong item: the item shown on our website is not the same as the item the customer received.
- Mistake in listing. For example, the item listing says it’s a size small (based on the label) but it’s a medium. In short, any information that is clearly mis-entered.
- A defect or too many defects based on the stated condition of the item (please review our grading or “condition” standards). For example, the item’s condition is listed as “like new” but you find a stain.
- Once we have determined we (Plaid and Lace) made a mistake, we will email you with a prepaid label that you will need to print and instructions on packaging the return.
Customer wants to return an item not due to a mistake by us:
- Customer will pay for the return shipping.
- Customer will pay a $3.50 restocking fee, per item.
- The original shipping fee (if charged) will not be refunded.
- We will email you with a prepaid label that you will need to print and instructions on packaging the return.
- The shipping and handling fees will be deducted from the refund once we have determined the stipulations described in the “Conditions, Policy and Process” (see above) have been met.
Items lost or damaged in transit:
Plaid and Lace is not responsible for lost or damaged shipments once the package has been received by the shipper. All shipments are documented by the shipper: when we submit it to them and when the package was delivered. At this point, it is the shipper’s duty to meet their contracted commitments. However, we will attempt to help you, in the ways we can, to correct any problems with the shipment.
Please note: We, Plaid and Lace/www.plaidandlace.com, reserve the right to update our Shipping and Returns policy at any time, without notice. These policies were last updated on May 22, 2025.