FAQ
SHIPPING
We are proud to ship all of our garments from our family-owned warehouse in Southern California. Please note, we do not ship on weekends or US holidays.
Domestic (USA)
When will my order ship?
We process orders Monday - Friday. Typically orders leave our California warehouse within 1-3 business days. Please allow up to 7 business days for processing if purchasing during a sale/promotion.
How long will it take for my order to arrive?
After leaving our warehouse, UPS Ground delivery generally takes 3-5 business days depending on your location.
Can I expedite my order?
Absolutely! We offer UPS 2-Day and Next-Day Air is available for domestic orders only. Please note that these expedited options do not change the 1-3 business days order processing time. Expedited delivery does not include weekends or holidays.
International
What countries do you ship to?
We ship almost everywhere in the world. If you don’t see your destination country listed at checkout, please contact customer care.
Do I have to pay import taxes?
Yes, all import customs and duties taxes are calculated at checkout. This will allow us to ship your package with duty-paid delivery so there are no hold-ups or issues at your local customs office.
How long will it take for my order to arrive?
International orders are shipped with UPS Expedited (Duty-paid) service. Typically orders leave our California warehouse within 1-3 business days and then delivery usually takes 3-8 business days after that. Expedited delivery does not include weekends or holidays.
RETURNS
What is your return policy?
Any item purchased on our website and returned within 14 days is eligible for a refund. We will still accept returns for up to 30 days from the date received but, these returns will receive their refund in the form of store credit.
The returned item must be in its original packaging and must NOT HAVE BEEN WORN, ALTERED, OR WASHED. If your item is received and considered damaged/unsellable, we will process a gift card instead of a refund. Refunds will be credited back to the original payment method only. There will be a $10 shipping/handling fee on all U.S based returned items, which is waived for exchanges and store credit. Once a return has been entered into our returns portal, you will have 14 days to mail the item(s).
Items purchased during a sale/promotion are not eligible for returns.
How can I make a return and/or exchange?
Click here to start your return and/or exchange. It's easy to use and will generate a shipping label for U.S. orders. International customers are responsible for the return shipping postage.
Can I return a final sale item?
Final Sale items are not eligible for a return, exchange, or store credit.
Where do I ship my return to?
Once you enter your return details into our portal, you will receive a shipping label or the mailing address for your package.
Can I return an item I purchased at a store/boutique?
We only accept returns on merchandise purchased on our website. If you purchased the item with another retailer, you must return the item where it was purchased.
How can I return/exchange a gift?
We’ll help you locate the original order to enter a return for it into our returns portal. Please contact customer care with your gift giver's name to start the process.
What do I do if my order is damaged?
While we do our best to send you perfect merchandise, occasionally a less-than-perfect item is sent out. If you receive an item that you believe is damaged or defective, please contact customer care within the allotted return window (30 days) and we will exchange the item for you as quickly as possible. Please include a photo of the item.
What should I do if I received the wrong item?
We’re so sorry that you received the wrong item! Please visit our returns portal to enter a return and exchange order for the correct item. Please be sure to select the “I received the wrong item” return reason. We recommend utilizing our instant exchange feature to receive the correct item as soon as possible.
ORDERS
Can I Change or Cancel My Order?
Please contact our customer care team as quickly as possible with your order number and select “cancel order” as the subject. We will try our absolute best to accommodate your request.
Will the item I want be restocked?
We are a small brand that does cut to order so we only restock a select few of our core styles. Most styles are seasonal and only have a small amount of inventory produced so once we sell out, they're truly gone⚡️. We will do our best to find the item for you with an authorized retailer. Please email customer care to help.
We highly recommend signing up for our email newsletter & text messages so that you can be the first to know when we release something new. And if you like it get it fast before it sells out! And for core styles, you can sign up for our back-in-stock notifications. To do this: visit the page on our website for the item you are interested in, click on the size that you want and if it's sold out a button will appear that says "Email me when available" just click on this to sign up!
What if I have questions on sizing?
Please visit our size guide. If you have any questions about measurements for a specific style, email our customer care team.
Do you offer discounts?
Yes! We offer 15% and 20% discounts on your first two orders! You’ll receive these discount codes by signing up for our email and text newsletters. Sign up on our homepage.
Please also visit our refer a friend page and our rewards program for more insider discounts!
PAYMENTS
What is Catch?
Catch allows us to avoid paying credit card fees, so we pass that savings on to you to use for future orders! Simply choose Catch at checkout, pay with your bank account or debit card and get 10% back in store credit to use on future purchases.
What is Afterpay?
Afterpay is wonderful. It is a digital service that makes it possible to buy something now and pay it off in 4 easy installments. Enjoy your purchase right away and pay every 2 weeks with zero interest and no fees when you pay on time.
How can I check my gift card balance?
If you can’t find our gift card code, don’t worry! We can help you find it. Just reach out to customer care. We will just need the gift giver's name and/or email address, and we can resend the code to you.
BRAND INFORMATION
Is Electric & Rose sustainable?
We do not consider ourselves to be a sustainable brand, but we search for ways to incorporate sustainable aspects into our design, development, and production processes. We are proud to be a #slowfashion business with our garments being cut-to-order to prevent more waste and clothing from ending up in a landfill.
Do you have physical stores?
Yes! We opened our first store in Venice, CA at the end of 2023 and would love for you to come see us at 1405 Abbot Kinney Blvd. You can also email us if you are looking for a store near you and we will do our best to find an Electric & Rose retailer close by.
I’ve emailed customer care, how long before someone gets back to me?
Our customer care team is available Monday - Friday, 9:00 AM- 5:00 PST. We aim to answer all inquiries within 24 hours.
I'm still not getting the answer I'm looking for, how can I contact you?
We are happy to answer any of your questions! Please reach out to customer care.