Frequently Asked Questions
Last Updated: February 1, 2026
This FAQ page is designed to help you quickly find answers to the most common questions about ordering, shipping, payments, returns, refunds, and general store policies. If you cannot find the information you need, our support team is always available to assist you.
Orders
How do I place an order?
Simply browse our collections, select your desired items such as dresses, tops, or pants, choose your size and quantity, and proceed to checkout. Once payment is confirmed, your order will be processed automatically.
Can I change my order after placing it?
Order changes may be possible only if the request is made before processing begins. Once an order enters fulfillment, modifications can no longer be guaranteed.
Can I cancel my order?
Orders can be canceled if they have not yet been processed. Because processing begins quickly, we recommend contacting support immediately after placing your order.
Why was my order canceled?
Orders may be canceled due to payment issues, inventory problems, or incomplete or incorrect customer information.
Payments
What payment methods do you accept?
We accept PayPal and Venmo for all online purchases.
When will I be charged?
You are charged at the time of checkout once your payment is successfully authorized.
Why did my payment fail?
Payment failures may occur due to incorrect details, insufficient funds, or restrictions from your payment provider. We recommend contacting your provider for assistance.
Is my payment information secure?
Yes, all transactions are processed through secure third-party payment gateways that protect your financial information using encryption.
Shipping
How long does shipping take?
Orders are processed within 1 business day and delivered within 2–6 business days after shipment, depending on location and carrier conditions.
How much does shipping cost?
We offer a flat shipping rate of $6.99 for all standard orders.
Which carriers do you use?
We ship using USPS, UPS, and FedEx depending on the destination and logistics availability.
Do you offer international shipping?
No, we currently do not offer international shipping. Orders are only delivered within supported domestic regions.
What is the order cut-off time?
Orders placed before 5:00 PM (EST), Monday through Friday, are processed the same business day. Orders placed after this time are processed on the next business day.
Tracking
How do I track my order?
Once your order ships, you will receive a tracking number via email when available. You can use this number to monitor your delivery status on the carrier’s website.
Why is my tracking not updating?
Tracking updates may take 24–48 hours after shipment. Delays can occur due to carrier processing times.
What if my tracking shows delivered but I didn’t receive it?
We recommend checking around your delivery location and with neighbors. If the package is still missing, contact us for assistance.
Address Changes
Can I change my shipping address?
Yes, but only if the order has not yet been processed. Once fulfillment begins, address changes cannot be guaranteed.
What happens if I enter the wrong address?
Incorrect addresses may result in delayed delivery, returned packages, or failed delivery attempts. Customers are responsible for ensuring correct details at checkout.
Returns
How long do I have to return an item?
You may return eligible items within 30 days of delivery as long as they meet return conditions.
What condition must returned items be in?
Items must be unworn, unwashed, and in original condition whenever possible, including tags and packaging.
Are all items returnable?
Not all items are eligible for return if they are used, damaged after delivery, or not in resalable condition.
Refunds
How long do refunds take?
Refunds are processed within 10 business days after return approval and inspection.
Where do refunds go?
Refunds are issued to the original payment method used during checkout, including PayPal or Venmo.
What if my refund is late?
If your refund has not appeared after the processing window, please check with your payment provider before contacting support.
Products
What products do you sell?
We offer a variety of fashion items including dresses, pants, tops, and general clothing apparel designed for everyday wear.
Are product colors accurate?
We do our best to display accurate colors, but variations may occur depending on screen settings and lighting conditions.
Do sizes run standard?
Sizing may vary slightly depending on the item. We recommend reviewing product details carefully before placing an order.
Customer Service
How can I contact customer support?
You can contact our support team via email for assistance with orders, shipping, returns, or general inquiries.
How quickly do you respond?
We aim to respond to all inquiries as quickly as possible during business hours, Monday through Saturday.
What if I need urgent help?
For urgent issues related to orders or deliveries, please include your order number in your message so we can assist you more efficiently.
Contact Us
Customer Support
If you have any additional questions not covered in this FAQ, please reach out to our support team. We are happy to assist you with orders, shipping updates, returns, and general inquiries.
Email: support@thatawe.com