Here are the answers to some of our most frequently asked questions. If you have a question that is not answered here, please feel free to contact customer service. Thank you for shopping at Birthday Couture and we hope you enjoyed your visit.
Can I speak to someone on the phone? TOP
At times customers request to speak with us via phone and while I do understand that you would like to speak with me on the phone, however, email is my preferred method of communication for several reasons.
- My customers are located in many different time zones, so customer service hours vary greatly. Many times emails are answered during the night when things are quiet.
- Because this is an online-based business, I can respond faster to online communication, rather than telephone messages.
- Our sales volume has increased to the point that I do not have time to answer the phone all day, while at the same time work on getting orders completed in a timely manner.
- When you are inquiring about merchandise made by other designers, many times I will need to speak with them first before I can answer your questions about a customization request or a rush order.
- Birthday Couture is a home-based e-commerce business with 3 young children nearby at all times, so it is very difficult to have a phone conversation, especially when my preschooler is standing there repeatedly telling me "Tell them my name is Aidan" while I'm trying to have a conversation!
I do try to respond to all emails within 24-48 (M-F 9-5 CST). If you do leave a phone message, please follow-up with an email so that I can respond to you faster, possibly after business hours.
What payment methods do you accept? TOP
We accept the following credit cards: Visa, MasterCard, American Express, and Discover. We also accept purchases made through PayPal and Google Checkout. Please be sure to provide your exact billing address and telephone number (i.e. the address and phone number your credit card bank has on file for you). Incorrect information will cause a delay in processing your order. As almost all items are custom-made to order payment is required before work can begin on your order, thus your credit card will be billed when your order is placed.
Do you ship Internationally? TOP
Yes, we will ship internationally, but we require that orders ship via Fedex of another method that has tracking available so that your order will reach you in a timely manner and so that we have delivery confirmation that the order was received. International orders are also subject to $5 handling fee.
If you are an international customer interested in purchasing from Birthday Couture, please send us an email at firstname.lastname@example.org. In your email, please include the following:
1. Exact Item(s) to be purchased
2. Shipping Address
3. Date Needed By
Please note, we are not responsible for any packages that are delayed in customs.
Do you collect sales tax? TOP
All residents in the state of Texas must pay 7.250% sales tax. Also even if you live out of the state of Texas, but the shipping address is in Texas than your order will be sales tax.
When will my credit card be charged? TOP
A full payment is required at the time your order is submitted. Your payment is a deposit on your custom-made items and work can not begin until payment is received.
When will my order ship? TOP
Everything at Birthday Couture is custom-made upon receipt of your order. Therefore it is very important to read the item description to find out how approximately when you can expect your item to be completed.
You can find this information on the page of the item you are purchasing where it states "availablity". Please note that this is NOT when your order will be received, but when your order will ship.
We then recommend you add 3-5 days to that time frame to get an estimate of when your order will arrive. If you need an item sooner than than that date, you may inquire about rush processing availability if it'snot offered as an option.
All orders placed before 3pm cst will be processed on that day's business. All orders placed after 3pm cst will be processed the following business day.
Orders placed on Friday,Saturday and Sunday will not be processed until Monday (if Monday is a Holiday, they will be processed on Tuesday).
The ship time starts from when the order will be processed, not necessarily from when the order is placed. PLEASE PAY ATTENTION TO WHEN YOU ORDER VERSUS WHEN IT WILL BE PROCESSED TO BE SURE IT WILL SHIP IN TIME TO ARRIVE....YOUR ORDER MAY NEED RUSH PROCESSING ADDED.
We try to update the site with tracking numbers or when your item shipped on a daily basis, but due to the nature of our business and high order volume it is not always possible. If you check your order via the site and it still says in production, that does not mean your order has not shipped already, we may not have got around to updating your order status. Feel free to email us if you think your order should have already shipped if it is showing still in production. We will be happy to let you know when it shipped and provide a tracking number if available.
If you place an order and after 48 hours you need to add rush to your order, there will be a $5.00 fee in addition to the standard rush fee (this is for shirts, onesies, bibs, or hats) There will be a $8.50 fee in addition to the rush fee (this is for tutu sets, cake smash sets, and pettiskirts).
Birthday Couture will not be responsible for shipping delays due to weather, any act of GOD, USPS delays. We use the USPS priority mail chart to get an estimate of how long transit time is from us to you. We try to allow 1-2 extra days in the event of delays, etc.
We do not guarantee a delivery by a certain date, we have no control over USPS and how fast or slow they deliver. We get an estimate from www.usps.com for delivery time, and remember it is only an estimate.
We can only guarantee what we can control, that your order will ship when it is supposed to. We are just like any other business, at times, though rare, we may run into a delay of shipping due to product issues such as waiting on supplies to be delivered that ahould have already been delivered.
In the event your item can not ship by the date it is supposed to ship on, we will attemt to contact you via email letting you know and try to come up with a viable option. If no response in 18 hours, we will send a 2nd email, and after an additional 18 hours we will send a 3rd and final email. We will make 1 attempt to contact by phone.
I only received part of my order, where is the rest of it? TOP
If you have ordered multiple items, please be aware they may arrive in separate packages. Items will ship in accordance to the time frames stated in the items description, so some items may arrive more quickly than others.
Shipping Methods, Transit Times and Delays TOP
Please be sure to note the availability stated on each product page. This is the time frame from order date to ship date and does not include time in transit. We do not send updates or "how far along we are on your order". The ship date can be calculated by using the date the order was placed and what the availability/production time for the item(s) ordered. --If you order on the 5th, and the item has a 2 week production time, it will ship on the 19th. Orders placed on the weekend and after noon on Friday will be processed the following Monday. If Monday is a holiday it will process on Tuesday. This is when the production time begins.
Most orders are shipped via USPS Priority Mail, UPS Ground or FEDEX Ground at the designers discretion unless otherwise noted. Some smaller items may ship First Class Mail in order to keep shipping costs down. If you have ordered multiple items, you may receive your items in separate shipments. Shipping times may vary depending on the shipping destination and the courier used.
All items are sent with delivery confirmation. Once the US Postal Service or shipping company has possession of the order Birthday Couture and our partners are not responsible for lost, stolen, or damaged packages.
Your order will be shipped to the "ship to" address you enter at checkout. Please be sure that this address is accurate. Birthday Couture is not responsible for shipping and/or transit times as these are determined by the US Postal Service and are beyond our control. The Postal Service only guarantees a specific delivery date when Express Mail is selected; other shipping methods provide an estimated delivery date but are not guaranteed.
In addition, Please note that for any reason due to circumstances beyond our control shipping may be delayed (inclement weather, lost packages, customs etc.) - refunds will not be issued for packages delayed for circumstances out of our control.
All orders over $100.00 are subject to a signature being required upon delivery.
Return Policy TOP
It is very important to us that you be 100% satisfied with your purchase, however due to the nature of our business in which all our items are custom made-to-order and/or personalized we do not accept returns. In addition our return policy is in place to protect us from "prom dress" syndrome returns- or returns that are purchased for a special event or photography session and then returned. The exception to this policy is if you receive a defective item or we made a mistake in processing your order. In which case we ask that you email us within 48 hours of delivery to advise us of the error, in which case we will reimburse customer's shipping cost for the return, and provide customer with a replacement of the product, exactly as originally ordered.
Items approved for return must be in original unused condition. This includes but is not limited to: Pet stains, pet hair, odors of any kind including food, pet or smoke. Item must be free of rips, tears and be in perfect, unworn condition. Items must be packed carefully to avoid damage to the product during transit- permanent wrinkles or creases in the garment are unacceptable. If product comes with a tag, tag must be attached to the item. Determination if a return meets this criteria is left strictly to the owner, Rachel Lout. Returned items not meeting the criteria will be refused and sent back to the original purchaser. Birthday Couture reserves the right to refuse any return that is initiated more than 48 hours after confirmation of delivery.
Before returning the item, please contact us first to obtain the return address. Many of our items ship directly from the designer and item must be returned to the designer in order to expedite and complete the exchange. Failure to do so may result in a delay in your exchange. When you contact us about the problem with your order, please provide the following information:
1. Your name and order number
2. Item being returned
3. Reason for return.
If a return is authorized it be must returned within in new condition so that we can send you a replacement item. It is also important to note that the replacement item will not be sent out until the returned item arrives. If you are on a tight time schedule it may be best to make other arrangements, such as purchasing another item and receiving credit once we receive the return.
If we confirm that the product is defective or we have made an error we will reimburse your shipping cost and send out a replacement immediately. If we determine that the product is not defective or the error is not on our end then the cost of shipping to and from will be the responsibility of the customer.
Cancellation Policy TOP
If your item has not yet shipped or reached the creation stage, we can refund your purchase. However, due to the personal nature of our items, once the order begins the creation process (typically 24 hours after order), there are no refunds on purchases. At this point we will offer you a store credit in the amount of your order. Should you experience a problem with your order, we will be happy to offer you an exchange.
Other Terms and Conditions? TOP
The availability of the products and the prices displayed on the Website are subject to change at any time with or without notice. Your placement of an order through this Website constitutes your offer to purchase the items selected by you. We may accept or reject your offer, and your offer is not accepted by us until we ship your order.
You are selecting product colors as they appear on the Website screen. Actual product colors may not be exactly the same as those appearing on the Website screen.
Occasionally there may be information on the Website that contains typographical errors, inaccuracies, or omissions that may relate to product descriptions, pricing and availability. We reserve the right to correct any errors, inaccuracies or omissions and to change or update information at any time without prior notice. In the event a product ordered is no longer available or if the price has increased, we may decline your offer or we may contact you to confirm whether you would like to continue with your purchase given the new availability and pricing information.
We keep all of our customer's email addresses, phone numbers and mailing addresses confidential. We will never share, rent, sell or exchange any personal information, as your privacy is of the utmost importance to us.