Policy

**IMPORTANT ORDER INFORMATION**

*Order Processing and Delays*

Please be advised that due to a high volume of orders, there may be delays in processing. We make every effort to dispatch orders promptly, but unforeseen delays beyond our control may occur. It's important to note that certain items are made to order. All time frames provided are estimates and are NOT guaranteed. We appreciate your patience and understanding.

*Custom Orders / Made To Order / Angel Brinks Collection*

For custom apparel or made to order items, please call (323) 455-2336 for a consultation before placing your order. Production time for both custom and non-custom orders can take up to 15+ business days (excluding weekends or holidays); this does NOT include days added for shipping. Time frames are estimated and NOT guaranteed. You have the option to add “rush order shipping” to your order; contact our team after placing your order to verify if rush shipping can be added. Please provide accurate measurements for custom orders. We reserve the right to charge a production fee for materials if measurements are beyond the U.S. standard size chart. Please note, we do NOT honor exchanges or refunds for ANY custom item.

**Reminder:** A Custom Order Fee will be applied. If you paid RUSH on a Custom Order, you have 24 hours to cancel the order, or a restocking fee will be charged. Once production starts, the process cannot be undone.

*Restocking Fee*

As of November 1, 2016, we reserve the right to charge up to 30% for unforeseen circumstances caused by a customer. If you decide to refuse a package or "change your mind" after shipping, a restocking fee may apply. Non-custom orders must be canceled within 48 hours of placement to avoid a restocking fee. If an item is returned damaged, a restocking fee will be charged. For items purchased on sale, a 30% restocking fee may be applied for returns.

 

*Cancellations*

We regret to inform you that we are unable to accommodate cancellations due to the item(s) not arriving in time for your event. We highly encourage all our customers to place their orders well in advance, as some items may require up to 15 business days before they are ready to ship. It's important to note that our items are crafted based on your placed order, rather than being tailored to coincide with specific event dates. We understand that our products are often desired for special occasions, but unfortunately delays may occur due to the nature of the items. We are hopeful the items are kept for the next occasion and not a one time use.  If you find yourself with a tight deadline, please reach out to us before placing your order so that we can discuss rush requests and potentially expedite the process if possible. The "Rush" is not guaranteed but may help. 

*Made to Order*

Made-to-order items have a non-guaranteed production time anywhere up to 15+ business days before shipping (excluding weekends or holidays). You can add a rush fee to cut production time to an ESTIMATED 7-10 business days. Time frames are NOT guaranteed. Delays may occur. While we make every effort to complete orders in a timely manner, there are instances where delays may occur that are out of our control. Our production team is working as quickly as possible to fulfill orders, but due to factors such as unexpected increases in demand or delays in the supply chain, our time frames are estimated.

If you wish to add a rush option, call us within 24 hours of placing your order. Cancellation of a rush order after 24 hours may incur a restocking fee. Made-to-order items are produced at our sister facility, and once production starts, it cannot be undone. Cancellation of a non-rush made-to-order item after 48 hours may result in a restocking fee. We do NOT process refunds; a credit will be issued in the form of a gift card.

**Note:** If you purchase a made-to-order item AND other items in the SAME ORDER, they will be shipped TOGETHER. For separate shipping, items must be bought separately. Please call us with any questions before placing your order.

Rush Production Fee

The Rush Production fee is $75 and can be added when placing your order. It prioritizes your order over non-rushed orders. 

Expedited shipping is handled directly by the shipping carrier, not us. They prioritize urgent packages over standard ground shipments, which are for those who can wait longer. Our rush production works similarly.

Standard orders, which can take up to 15 business days, don’t require the additional rush production fee. However, clients who need their items sooner can choose the rush production option, which prioritizes their order over others who either don’t have a deadline or ordered well in advance.

Our sewers work standard 8-hour shifts, and since heavily embellished items can take 3-4 hours to create, only a limited number can be completed each day. The rush production fee helps cover the overtime needed for our sewers to take on additional work to meet tight deadlines.

If you check the banner on our website or our policy, we always recommend that customers with a specific need-by date reach out to us first to confirm if we can meet the deadline.

Please note that this fee cannot be added after 48 hours from when the order was placed and is non-refundable. While we encourage planning ahead, delays may still occur beyond our control. All time frames provided are estimates and not guaranteed.

Dry-Cleaning Fee

A dry-cleaning fee will be deducted from your store credit for any returned item(s) with make-up, bronzer, odor, bodily stains, or any stains requiring removal to facilitate resale.

Chargeback Policy

If you have an issue with your order, please contact our customer service team to resolve the matter. By placing an order on our website, you agree to our terms and conditions, which are clearly stated before checkout. All customers are informed of our policies before adding items to their cart.

For made-to-order items, you must acknowledge the processing time by checking a required box before proceeding with your purchase. This serves as an agreement that you understand and accept our processing times, and therefore, such orders do not qualify for chargebacks.

If you believe your card has been used fraudulently, please notify both your bank and our customer service immediately. If your item arrives damaged, do not file a chargeback—reach out to us directly so we can resolve the issue.

Filing a chargeback instead of following our resolution process is against our policy. If a chargeback is filed and the item(s) are not returned, we reserve the right to take legal action. Chargebacks negatively impact our business, and we are always willing to resolve any concerns. Fraudulently keeping an item while initiating a chargeback constitutes a federal offense, and those who do so will be banned from making future purchases.

We appreciate your understanding and cooperation in ensuring a fair and transparent shopping experience.