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Customer Service |
| Have a customer service question? Please see below for some of our most frequently asked questions. When can I expect my order? We ship Monday-Friday, excluding holidays. If your item is in stock, it will ship within 48 hours. Custom and or personalized items will ship in 2-4 weeks. If you need an item by a certain date, PLEASE let us know at time of order. While we strive to ship custom and/or monogrammed orders within 3 weeks, this is not guaranteed and delays do sometimes occur. To ensure your order arrives in time for a deadline, please indicate date needed on your order. What is the best way to contact you? Due to constant telemarketers and other non-essential calls, we no longer offer phone customer service. We understand that some customers still will need to speak to someone to ask questions--please email us a message with a phone number/best time to call. Do you have a retail store? We no longer have a storefront location in Kirkwood, MO. What forms of payment do you accept? We accept all major credit cards including Discover and American Express. You may also use paypal. We do not accept personal checks (except from local customers) or money orders. I ordered a birthday outfit- when can I expect it? Our birthday outfits are made upon order and require approximately 3 weeks before shipping. During the busy summer months, please expect the full 3-4 weeks before receiving a shipping notification. Rush requests are always available if you have a deadline. I need a birthday dress ASAP- is it possible to receive one quickly? Yes, we can do a custom birthday dress in 2-3 days, if needed. Rush fees and express shipping will apply. We do sometimes have dresses in stock(no rush fee required)- please contact us for availability. There is a $10 monogram rush fee for in stock birthday dresses that need to be rushed. Yikes- my order has not arrived! What can I do? Please look up the tracking number you received (check spam folders- we always send a shipping email). If it says "delivered", please ask the mail carrier for further information. We are not responsible for shipping delays. We will not refund or remake any orders that are delayed during shipping. Custom orders take 3 weeks to make with one week for shipping. Please leave a cushion in case of a shipping delay. We recommend rush processing for any deadlines within a four week time frame. If you do not choose to rush your order and it arrives late, we will not offer a refund/exchange. Can I get a monogrammed gift overnight? If you need a gift or custom item overnight expressed, please contact us first for availability. We always have some stock items that can be quickly monogrammed. Choosing overnight express as a shipping method does not mean you will receive a custom and/or monogrammed item the next day. Express shipping only means the shipping time will be quicker. Most of our items (even when rushed) require 4-5 days to be made before shipping. The only exception is our tutus and monogrammed tutu outfits. These are available for next day shipping as they typically can be produced within 1 day. Do you accept returns? We want you to completely satisfied with your purchase. We will accept returns within 30 days of purchase. All tags must be attached and the item may not show signs of wear. Please contact us for a return merchandise authorization number and further return instructions. Returns sent to us without an authorization number will not be accepted and will be sent back to sender. Custom and personalized items may not be returned unless defective. Please double check your personalization before ordering! We cannot be responsible for any customer errors on custom items such as ordering wrong colors, misspellings, or incorrect sizing. If you are ordering a custom and/or personalized item, please check our size chart prior to placing an order. Shipping costs are non-refundable. Can I request a custom birthday outfit with specific colors and ribbons? Absolutely! Since all outfits are made to order, we can customize your dress exactly to your specification. You can change dress fabrics, cupcake fabrics/colors and ribbons. Let us know if you are matching an invitation, party plate or theme. What does a rush order imply? If you select rush option when ordering, you are paying a rush fee to move your order to the front of the line. We work on rush orders first and you can expect your order within one week (or earlier depending on your deadline). This rush fee does not include shipping. If your deadline is within 10 business days, please select express shipping. Occasionally, we may need to upgrade your shipping to express to make your deadline. We reserve the right to charge your credit card for any additional shipping charges. My daughter is chubby- what size dress do you recommend? Our dresses are fitted in the chest- please measure your daughter's chest with a tape measure. You can find specific information on our size chart page. We now offer a 24m size for our shorter, chubbier babies. We do strongly recommend measuring your child before ordering as our custom dresses are not returnable, nor replaceable due to wrong size ordered. It is always best to go up a size when in doubt. Please call us if you have any sizing questions- we are happy to help! Do you accept custom measurements? We regret that as of September 1, 2009, we will no longer accept custom measurements. Please order from our size chart as these are standard measurements. If unsure or between sizes, please order the bigger size. A slightly too big outfit can be altered, a too small item cannot. If your child has a long torso and you are ordering a boy shortall/longall, please let us know as we will make a slight adjustment to your outfit. Swing top dresses are available if you want a dress shorter than our standard size. If I choose to not have my dress monogrammed, will I receive it sooner? No, monogramming does not impact production time. We monogram at the same time as we add the cupcake applique so production time remains the same. An unmonogrammed dress still requires approximately 2-3 weeks before shipping. It is not a problem to monogram rush orders so please feel free to request monogramming when ordering. Do you offer gift wrap? If you would like a signature gift box, you may purchase it here. Our special gift wrap includes a gift box tied with ribbon or tulle. All gift orders include a complimentary gift card. Please let us know if an order is a gift so we can include a receipt without price information. Do you offer international shipping? Yes, we do ship internationally with a few exceptions. Shipping starts at $24.50 via USPS Priority Mail International (6-10 day transit). You can calculate your shipping costs BEFORE checkout by simply adding your products to your cart and then inputting your shipping address. We do not ship to the following countries: Ukraine, Indonesia, Yugoslavia, Lithuania, Singapore, Egypt, Romania, Bulgaria, Turkey, Russia, Pakistan, Malaysia, and Israel. All international orders MUST ship to a address that can be verified. PO Boxes are not acceptable. Rush requests are not available on international orders- we do stringently check for fraud before shipping. We are required to properly fill out custom forms and are not responsible for any assessed customs fees. Are your products CPSIA certified? Yes, all of our products are in compliance with The Consumer Product Safety Improvement Act. We take product safety very seriously and will consequently only be selling products that have been CPSIA certified, effective February 10, 2009. We take pride in only using products manufactured here in the USA. We have thoroughly tested all of our products and components and can assure our customers that the final product is lead free and safe. You can find more information at http://www.cpsc.gov/ABOUT/Cpsia/cpsia.HTML |
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