FREQUENTLY ASKED QUESTIONS
What are items on backorder?
Some of our production in Peru is currently subject to supply chain challenges and transportation delays. We always aim to provide you with the most accurate shipping dates, but keep in mind these projections can change. We apologize for any inconvenience and thank you for your patience. If you have any questions just reach out to email@example.com
What is a pre-order?
If you have placed a pre-order, this means that the style will be available soon and will ship when it becomes available. The funds for the item that you are pre-ordering will be held on your credit card at the time the pre-order is placed.
Will my card be charged if I place a pre-order?
Yes, the funds for the item that you are pre-ordering will be held on your credit card at the time the pre-order is placed.
Can I cancel a pre-order?
Yes, please contact our Style Specialist to cancel your pre-order.
What if I need to change or cancel my order?
We unfortunately cannot cancel or adjust any order that is already processing. We will however make every effort to accommodate your request. Call, text, or email us as quickly as possible, Monday – Friday 8:30am-5:00pm Pacific time.
What’s the status of my order?
Once your item has been shipped, you will receive a tracking number. We ship most items with USPS; you may use your tracking number to look up the status of your delivery. If you still need help, contact our Style Specialist anytime and we will provide you with an update.
What if something I order arrives damaged?
What if I receive the wrong item?
I live internationally, can I place an order?
We are now shipping to the UK and Canada in addition to the continental U.S., Alaska and Hawaii. Check back as we expand our international shipping options.
When are orders processed?
Orders will go out within 24-48 business hours of the order being placed. If for any reason there is a delay with your order, we will promptly notify you. Orders placed after 1:00 pm Pacific Time will be fulfilled the following business day.
*Please note that orders placed on Friday, Saturday or Sunday will not ship out until Monday the following week.
Will I be charged sales tax on my online order?
Yes, if you are in the following states your order will be subject to sales tax: California, Connecticut, Florida, Illinois, Indiana, Kentucky, Louisiana, Maryland, Massachusetts, Michigan, New Jersey, New York, North Carolina, Ohio, Pennsylvania, South Carolina, Texas, Utah, Washington, Wisconsin.
When do promotional discount codes expire?
Codes will expire ninety (90) days from the date of the promotional marketing unless otherwise specified. If you have specific questions regarding this, please contact our Style Specialist.
Can you use promotional discount codes on sale items?
No. Unfortunately, promotional discount codes (including the first order code) will not apply to sale items unless otherwise stated. If you have specific questions regarding this, please contact our Style Specialist.
The item I want is sold out. Will it become available again?
If an item is Sold Out, we are completely sold out. Let us know your preferred color and size. The item may become available again, if it does, we will email you.
FIT AND SIZING
How do I know which size will fit me best?
Our aesthetic is typically relaxed with an easy fit. We include fit details in the product description and will note when it is recommended to size up.
When ordering a woven, you may need to size up from your typical t-shirt size. Wovens include the following fabrics:
- Hammered Satin
Do you have a size chart?
Yes, please refer to the size chart below. Sizing is in inches.
Is there a place where I can try things on?
Yes. Though we do not have any retailers, you can contact our Style Specialist directly and we will put you in touch with one of our reps who will help you locate a store nearest you.
RETURNS AND EXCHANGES
What is your return policy?
FULL PRICED ITEMS: Your return (or exchange) must be requested within 30 days of purchasing. We will gladly accept items that have not been worn, altered or washed and which have all tags attached. Please use the envelope the item(s) was originally shipped to you in to send it back to us.
SALE ITEMS: Sale items are FINAL SALE. We will not accept returns or process exchanges or refunds on any sale purchase. This includes items listed on the sale page and any items marked FINAL SALE.
How do I return something from my order?
After requesting your return (or exchange) HERE, you will be able to print your pre-paid UPS return shipping label. Affix it to your package and take it to a drop-off location.
Returning an item is at your own risk. You must ensure that the item is adequately packaged and, at your option and cost, insured. We are not liable for damage caused by inadequate packaging by you or if the item is damaged or lost while being returned to us. Items that are damaged when we receive them will not be eligible for a refund.
How long does it take to process a return?
Once we receive your return, please allow 2-3 business days for processing and another 5-10 days for your bank to post the refund to your account.
How can I complete an exchange?
To ensure an item is available and in stock, we suggest that you process a return for the original item, and place a separate order for the new item.
What if my return is late?
All returns should be in new, unworn condition with the tags still attached. Returns postmarked an additional 7 days outside of the 14-day policy are ineligible for a refund.
Can I exchange a gift and will the gift giver know it has been exchanged?
Yes you can and the gift giver does not receive any notifications if the gift receiver initiates a return of their gift.
What carrier do you use?
We ship all orders with USPS. Note that FedEx services are used for orders over $500 and will require a signature.
How much does shipping cost?
We offer free ground shipping on all orders within the U.S.. If you need your item(s) sooner, please select the 2-Day shipping option.
How much does international shipping cost?
A country-specific shipping fee will be applied to orders outside of the U.S..
What countries do you ship to?
We are now shipping to Canada. Check back as we expand our international shipping options.
How fast is your shipping?
Depending on where you are located, it can take anywhere from 3-8 business days. Please note that we do not ship orders on the weekend. Orders placed on Friday after 1pm PST will not ship out until Monday the following week.
3-8 Business Days
2 Business Days
Do you offer overnight shipping?
No, at this time we do not offer overnight shipping. We do however offer 2-Day shipping for $30. This shipping cost is nonrefundable. We do not ship on the weekend or U.S. holidays and cannot guarantee Saturday delivery at this time.
2-Day shipping orders must be placed by 1pm PST.
This option is for U.S. orders only at this time.
Can you ship to P.O. boxes?
Yes. We ship using USPS, this allows us to accommodate orders shipped to a P.O. Box. We are unable to ship to an international P.O. box.
Are duties and taxes included in my order total?
No, duties and taxes are not included in your order total. Your order will be sent on a DDU (Delivered Duty Unpaid) basis, you will be charged duties and taxes by the shipping provider when they deliver your order. Payment of these is necessary to release your order from customs. For more information, please contact your local customs office.
Duties and taxes are calculated based on the items ordered, your shipment destination and the value of your purchase.
This charge is determined by your local customs authority and includes:
1. The Sales Tax applied by your country for purchases from the U.S. and
2. Duties charged for processing by your country.
How fast is international shipping?
Orders are typically processed within 2 business days. Once your order is shipped, we estimate that you will receive your order within 3-8 business days depending on the service you have selected. Please note that we do not ship on the weekend or on U.S. holidays.
Sustainability is one of the most prominent issues in our world today. As the need to protect our planet continues to grow, we are actively exploring ways to minimize our impact. We believe that every decision matters and have started implementing practices that will make lasting change.
Sustainability is an evolving goal and something we will continue working toward today and every day to come. Check our practices, our fabrics, and our packaging to learn more about our current efforts. Check back often as we continue to update and improve our processes.
Is climate change real?
What does Final Sale mean?
Items that are marked as sale or discounted in any way are considered Final Sale. These items cannot be returned or exchanged. We understand that buying Final Sale items can be tricky, so if you have any questions about sizing, fit, or fabric, please reach out to our Style Specialist by sending us an email, or call us at 213.463.6962 before placing your order.
What happens if I purchase a gift for someone that is “Final Sale”?
Items purchased as a gift are still applicable to our ‘Final Sale’ policy and can’t be returned for a refund or exchanged. Please contact our Style Specialist regarding exceptions during the holiday season.
Can I return Final Sale items?
No, any item that is marked final sale or that has been discounted in any way is not eligible for refund or exchange. If you have questions, email our Style Specialist before placing your order.
What if a Final Sale item I ordered arrived damaged?
Something I ordered is now on sale. Will you match the new price?
We offer a one-time price adjustment on items purchased online at full price within 7 calendar days of the item being placed on sale. Adjusting the price makes the item Final Sale and it cannot be returned for a refund or exchanged.
We are unable to offer a price adjustment if an item was originally purchased on sale, if an item was originally purchased with a special promotion that temporarily reduced the price, or if the item is no longer in stock.
Do you offer price adjustments during promotions?
Unfortunately, we cannot honor price adjustments during special promotions such as Black Friday / Cyber Monday as these are limited offers. No exceptions. Please reach out to our Style Specialist by email, or call us at 213.463.6962 with any questions regarding this policy.
Something I purchased on sale is further reduced. Will you match the new price?
Unfortunately, if an item is purchased at a sale price and then further reduced, we cannot offer a price adjustment. We only offer sales for a limited time, so by buying early, you ensure that you get the style in the color and size you want.
How do I care for my items?
We create garments that are easy to maintain. If you have questions about a specific style, please email our Style Specialist.
Are your items pre-shrunk?
All of our garments have been pre-washed and dyed. The maximum shrinkage of the natural fibers has already been reduced. It could still shrink slightly - the best way to prevent this is to air dry or dry on a low setting.
Can I use the hand wash cycle on my washing machine?
No. Any of our garments labeled hand wash should be washed by hand. When you use the hand wash cycle on a washing machine, the clothes sit in water for too long, which causes damage. Please reach out with specific questions regarding this.
What is the best way to care for Hacci?
Hacci is a delicate fabric that is prone to pilling. The best way to keep this fabric in shape is to use a sweater shaver to remove the pills.
What is the best way to care for the Sateen pieces?
Hand wash. Our cami and slip are cut on the bias, use these tips for the perfect fit: Before wearing, wet in cold water and hang to dry. (Or) Simply steam with a garment steamer.
What should I do if something pills?
You can use a sweater shaver to remove the pills.
Where can I purchase a Nation LTD Gift Card?
We currently offer e-gift cards which can be purchased on our site. If you need assistance purchasing or using your gift card, please contact our Style Specialist.
Who can I contact about wholesale inquiries?
Please contact one of our showrooms or firstname.lastname@example.org.
COMMUNITY SERVICE SHOWROOM
SCOTT HARNER AND COMPANY
Who can I contact about press inquiries?
Please email email@example.com with any press inquiries.
What number do I call for customer support?
Please call 213.463.6962.