FREQUENTLY ASKED QUESTIONS
For any questions, comments or concerns you have, we are here to help. Below are some FAQs that might help, otherwise please email contact@spottedonceleb.
How is tax calculated in my order?
Orders shipping outside EU Zone will be charged sales tax when arriving at destination country.
What time does my order have to be submitted by in order to ship out today?
All orders must be submitted by noon (12:00 pm) PST in order to ship the same day. If the order is placed after noon, it will likely ship out the next business day.
I found an item I would like to purchase however my size is not showing up.
Our website is in real time. All available sizes are displayed online. If your size is not showing up, it is unfortunately out of stock. If the item is a sale item we are not able to re-order it. However, if the item is regular-priced, you can submit an Email to firstname.lastname@example.org to our Special Orders Department and they will look into the availability of the item for you.
What does it mean to place a pre-order?
Pre-orders are orders for items that are not in stock currently but that are expected to be available for purchase at a later date. If you submit a pre-order, the item will be reserved for you and mailed out to you as soon as the shipment reaches our warehouse. We will send you an email at the time of shipment as well.
What happens if I am buying a pre-order item and in-stock items at the same time?
Once you complete the order it will be divided into two orders. Any in-stock items will ship out immediately and the pre-order items will ship once the items arrive in our warehouse. You will receive a confirmation email notifying you the pre-order has arrived and is ready to ship out. You will only be charged once for shipping (if applicable).
I have ordered the wrong item/size by mistake. Can I edit my order?
Unfortunately, we are not able to change out the items in an order once the order has been placed. We can however cancel an order at any point before it ships out. You can then place a new order for the correct product. To cancel an item you can log in to your purchase history and click the cancel button, or contact our customer service team with your request.
I'm so excited to receive my new items! How do I check the order status?
If you have an account please login first and then follow the directions below:
1) When signed in to your account, click on ' at the top left hand corner of the site. 2) Below several different options will appear. Click on 'MY ORDERS' to see the status of past and current orders that you have placed with us.
I changed my mind and want to cancel my order. How do I do that?
You may cancel an order at any time before the order ships. We recommend you cancel your order online (instructions below). You may also cancel your order by contacting customer service, but due to time differences between the UK and other countries, we cannot guarantee customer service will receive your request before the order ships.
To cancel an order online:
1) Click on 2) Click on 3) Select your order 4) Find your item, and click on 'Cancel' under the Actions column
What do I need to include with my return?
We only ask that you include a copy of your invoice inside the return package along with the item(s) you're returning (unworn, with original tags). You can use the return label that we include to send the item back.
How long will it take to receive my refund after I shipped my return?
The return process usually takes from one to two weeks, including time of receiving the package at our warehouse to the refund back into your account. We will send out an email confirmation immediately once your return is processed.
What steps do I need to take to do an exchange?
It is strongly recommended that you contact our customer service team email@example.com to get step-by-step instructions. Our representatives can assist you with checking to ensure that your exchange size is available as well as reserving it for you. The item(s) will then be sent out as soon as your return arrives and is processed.