Below are our are Frequently Asked Questions regarding returns, shipping and other general information topics. If you do not see the answer to your question here please email us at firstname.lastname@example.org
About Shipping Costs
How much is shipping and how long will it take to be delivered?
- PLEASE BE ADVISED THAT THERE MAY BE SOME DELAYS WITH SHIPPING BASED ON THE UNCERTAINTIES SURROUNDING THE CORONAVIRUS (COVID-19). All orders ship ground standard for $5. Orders over $100 ship for FREE! During checkout, you also have the option to select upgraded shipping for faster delivery. Pricing there is calculated in the cart. Standard ground shipping typically takes between 1-3 business days to be processed and shipped. We are based in North Georgia. Addresses farther away may take additional transit days. During peak sale and other busy times, a slight delay in order delivery may be experienced due to the volume of orders we are processing and handling. Expedited, Overnight, 2nd day and 3rd day air orders placed before (2:00 pm EST ) will be processed and shipped the same day.
Return Policy FAQs
Who do I contact with questions or concerns?
- To reach a local store call 706-783-2515. For order inquiries please contact our Customer Care Department via email at email@example.com. The Customer Care Department is open Monday through Friday from 8 am - 5 pm and will be happy to assist you!
How long do I have to make a return or exchange?
- All items eligible for return can be returned up to 21 days from purchase date for exchange or store credit, whereby your shipment back to us is postmarked no later than 14 days from the date that your item(s) are received. For store pickup orders the 21 day return window remains based on the purchase date. Not the pickup date.
What is required when I return an item?
- Unfortunately things get lost sometimes. If you have not received an order within two weeks of receiving a shipment confirmation email, please contact firstname.lastname@example.org. Once the investigation is complete, if your order is lost in transit or delivered to the wrong address, we will replace your items if they are still available. If we cannot replace them, then we will refund your order, as well as any shipping costs. However, if shipping carrier confirms delivery to the correct address that was submitted on your order, we are unable to issue a refund.
What is not eligible or can I not return?
- In order to return an item your item must be eligible for a return, final sale items are unable to be returned or exchanged, a final sale item is an item that is discounted at 20% or more, an inimate item, bathing suits, or jewelry. To return an eligible item, the tags must be attached to the garment for return for exchange or store credit only, returns are not eligible for a refund to your credit card or a cash refund. The item must be unworn; we have the right to refuse a return due to the condition of the garment based on wear and or smell damage. Unfortunately, if the return does not meet our criteria we reserve the right to refuse the return, if your return is refused you are responsible for paying the shipping cost to have your item(s) returned to you.
- All valid items purchased are valid for 21 days from purchase date for return (Store credit ONLY) or exchange. For Store Pickup orders, the 21-day return window remains based on the purchase date. In the rare case or if you believe an order is damaged or defective, please contact Customer Care at 706.783.2515 or email@example.com within 2 days of receiving your package. Sorry, we cannot be responsible for shipping or related costs when a customer enters the wrong shipping address or their shipping address incorrectly. On items our carrier reports as undeliverable and returns to us, the customer will pay the return shipping costs to have it re-delivered, with standard shipping currently priced at $7.95 and faster options available if selected. If the customer chooses not to have the package re-delivered, they will be refunded them the cost of the item(s), minus the original shipping fee and a 20% restocking fee. Please note that items priced at a 20% or greater discount or when purchased using a coupon code bringing the item’s purchase price to more than 20% off the original price are FINAL SALE and may not be returned. Items must be unworn with tags attached and accompanied by receipt. Jewelry, intimates/bathing suits and sale items are FINAL SALE and may not be returned. Footwear must be in original packaging and unworn.
Where can I make a return?
- Please review our return policy below to assure your purchase is eligible for a return, and if eligible for return your item(s) would need to be shipped to our return center. At this time we do not cover the cost of shipping for returned items.
Where can I return an item?
- Returns can be shipped to our Entourage Clothing warehouse. When sending your return please make sure to address it to:
Entourage Clothing 2095 South Milledge Ave
Athens, GA 30605.
How many items can I return?
- As long as the item(s) that you return are eligible to be returned you can return as many items as you would like. Please be sure to ensure items meet requirements i.e. tags on garments, within 21 days, not a bathing suit, intimate or jewelry.
How long until my return is processed?
- Once we receive your return we can process your store credit within one week after receipt of your package. You will receive email notification when your credit has been processed.
Store Return Policy Holiday Return Policy
- In store return/ exchanges: Full priced items are valid for exchange or store credit 21 days from purchase date. Items must be unworn with tags still attached. Clearance/sale items 20% off or more are final sale. Footwear must be in original packaging and unworn. Returned items are not eligible for price adjustments.
- From November 22nd-December 24th all Full priced items are valid for exchange or store credit until January 5th, 2022. Items must be unworn with tags still attached. Clearance/sale/doorbuster items 20% off or more are final sale. Footwear must be in original packaging and unworn. Returned items are not eligible for price adjustments.
BOGO Specials and Coupon Use Damages?
- BOGO (Buy One, Get One) specials are automatically calculated in the checkout. Other existing coupon codes cannot be used in tandem with an order that has BOGO items in the cart, even if you have another item in your cart that is not part of the BOGO special. If you choose to use a standard coupon, no BOGO eligible items can be in your cart. BOGO discounts are equal or lesser value. You'll pay the current price for the highest-priced BOGO-eligible item in your cart, and the next eligible product of equal or lesser value will be free or discounted, depending on the type of BOGO promotion running. There is a one BOGO limit, meaning you can continue to add BOGO-eligible (or other) products to the cart - but the discount will only apply to one other eligible BOGO product. Coupon use: Coupons and extra discounts can not be used during a sale or on clearance items. We apologize for any inconvenience.
Did we make a mistake on your order?
- We process hundreds of orders a day and always aim to fill the order without mistake, but mistakes can happen on rare occasion. In the case that an order is damaged or defective, please contact one of our awesome staff members at Customer Care firstname.lastname@example.org within 3 business days of receiving your package to get the process started.
When will my order ship?
- Ground shipping or UPS typically take between 1-3 business days to be processed and shipped. We are based in North Georgia. Addresses farther away may take additional transit days. Ship To Store orders typically take between 4-6 business days to be processed and shipped. During peak sale and other busy times, a slight delay in order delivery may be experienced due to the volume of orders we are processing and handling. Expedited, Overnight, 2nd day and 3rd day air orders placed before (2:00 pm EST ) will be processed and shipped the same day.
Do you ship to Post Office boxes?
- Yes we do! Please allow for processing time at your local Post Office. Weekends and holidays are excluded from processing and shipping times, so please account for non-business days when choosing your shipping method.
What if my package is returned as undeliverable?
- Sorry, but we can not be responsible for shipping or related costs when a customer enters the wrong shipping address or their shipping address is incorrect. Packages that are refused or undeliverable will be subject to a return charge. Overnight and Second day will have a charge of $20.00 and Third day will have a charge of $18.00 with regular Ground shipping being $7.95. If you were to choose not to have your order re-delivered we can refund the cost of your items, but the original shipping cost and undeliverable charge from the carrier will be deducted from the refund along with a 20% restocking fee.
What if I need to make a change to an order or cancel my order?
- In an effort to provide the fastest service and delivery to all customers, we act upon orders shortly after we receive them. If you made a mistake please swiftly contact email@example.com or contact us at 706-783-2515. We will do our best to correct it if it is not already processing, in which case we unfortunately can not make a change. Once an order is processing the order can not be cancelled. If there are changes in price, an item goes on sale or there’s a promotional code, sorry, we are unable to modify the order if it is placed prior to price changes. We apologize for any inconvenience.
What if I entered my shipping address wrong on my order?
- If you know that you entered the wrong address please contact us as soon as possible at firstname.lastname@example.org so that we may assist in correcting the mistake. Please see the policy note above about changing orders.
What if our system can not process your address?
- If our system can not process the address we will contact you to be sure the address has been entered correctly. If after 7 business days we have not been able to get a response concerning the address the order will be refunded and the items placed back into inventory.
I love one of your items, but it's out of stock. What's next?
- If you see an item you like but it has sold out, you may enter your email address and your size and it will be sent to us and we can check to see if it is an item we will be restocking. If we are going to restock the item we will reply to your email to let you know when it is available.