Q1: Are you located in the US?
A: Yes! We are based out of Los Angeles, California and our warehouses are located in China, Canada, and the UK.
Q2: Are your clothes made in China?
We earnestly say “yes” and here's why...
Calvin Klein, Diesel, Burberry, D&G, Marc Jacobs all agree that China is one of the best choices for modern day quality production. These high-end fashion brands and many more proudly attach “Made in China” on their clothing these days.
In fact, there is a strong possibility that your beloved Coach or Prada bag is made in China. Miuccia Prada is one of the high-end brand owners that was actually looking forward to moving part of the production to China (as well as various other countries) stating that:
“Sooner or later, it will happen to everyone because [Chinese manufacturing] is so good.”
Q3: Do your sizes run small?
A: Yes, we always encourage you to order a size larger than normal. We also mention this in each product description to help you order accurately.
Q4: How long does shipping take?
A: We always post the estimated delivery time in the description of the item.
Some of our items are sourced locally while others are curated internationally. If your order is being shipped from within the U.S. it will take 5-7 days. However, if it's being shipped from outside the U.S. it can take 7-10 business days or 2-3 weeks.
Again, the estimated delivery time for each item is mentioned in its corresponding product description.
If your item happens to be in high demand at the time of purchase, it may increase the processing time by 1-5 days. What this means is that if you order an item that is in high-demand on the 1st of the month, you may not receive it until the 19th or 21st depending on processing time (because of weekends).
If this is the case, your patience is acknowledged and appreciated, we know you will be super happy with your gorgeous threads when they arrive!
Q5: Why haven't I received my shipping tracking information yet?
A: We will send a tracking code as soon as one gets issued by the courier -- if you haven't received one yet it will be on its way soon. Sometimes it doesn't get sent until the last minute before delivery (2-3 weeks). Also, on occasion, the email with the tracking information finds its way to the spam/junk/trash folder and on occasion the tracking code email service simply delayed. We appreciate your patience.
Q6: Why haven't I received my order yet?
A: Sometimes our popular items present a momentary inventory crisis and it takes a little more time for us to process the order. Also, some of our vendors have a longer processing time than others but rest assured we are committed to making sure you get your order as fast as possible.
Q7: How can I track my order?
A: We put a tracking link at the bottom-center column (footer) of every page of the website. Just look for where it says "Track Your Order" - here's the link for convenience: seasaltsugar.aftership.com
Q8: My tracking information indicates that my package was delivered, but I never received it. What do I do?
A: We know how important your order is! Sea Salt & Sugar provides our customers with the ability to track your package.
If the tracking information indicates that your items have been delivered but you have not received it, please ask your neighbors in case another home received it by mistake.
This is the case many times in this situation.
Also, speak with family members, roommates, etc. in the event they received it on your behalf and haven't had a chance to tell you yet. The package may also have been left with property managers or an apartment office.
We will always do our best to assist you, but Sea Salt & Sugar does not hold responsibility for packages that are lost or stolen in transit. If you are still unable to locate your package, you will have to contact the USPS to discuss the issue and file a claim with them. They are the responsible party in this matter.
United States Postal Service (USPS)
You can reach USPS HERE or by calling (800) 275-8777 for assistance.
Q9: How do I receive a multiple-item order?
A: If you order several products, each one will be sent in a separate package (in most cases).
Q10: How do I cancel or change my order?
A: You may cancel/change your order within 4 hours of the timestamp of your purchase. After that point, we cannot reverse it from our end. In this situation, you will have to wait for the order to be delivered and then simply follow the protocol described on our Returns Policy page.
Q11: Do you guys have reviews? I want a dress so bad but I am scared because I’ve been burned before by online boutiques.
A: This is a great question and valid concern.
Our team has researched this very topic and has concluded what many reputable clothing companies do in this case (i.e. Tobi, Nordstrom, etc.) and they have opted not to have a reviews* page.
*You can view customer testimonials >> on this page.
There are many reasons for this, but one that resonates with us is that a reliable company with a solid brand name doesn't need a review page. This is primarily because they have built a stellar reputation with their customers.
People know and trust them. This is our goal too.
We are here to build a longstanding, outstanding brand.
We go to great lengths to only carry quality threads because anything less will tarnish our reputation.
That being said, we can certainly appreciate websites like Amazon.com and how they have made customer reviews a prevailing trend, but in their case, they represent thousands of random suppliers and therefore it makes sense in their case.
Like most reputable online clothing store we offer an "easy-as-pie" Returns Policy, to see our policy just click here.
Q12: Some of the product descriptions don’t state what fabric is used, how can I find out this information?
That is an excellent question. Unless it states otherwise, most of our items are either cotton or a cotton-polyester blend. If you email us a link to the item that you're interested in, we would be more than happy to research things further!
Q13: How does your sizing run?
A: Our sizes generally run small, however, we indicate sizing in each product description. Also, we have a sizing chart to help with your decision.
Q14: I ordered a size "Small" and got a "Medium" what's going on?
A: Some of our manufacturers make smaller sizes than what correlates with "normal" sizing so you will get what looks like a size larger than what you ordered. For example, it's possible to order a size "Small" and you may see a tag on it that says "Medium" -- all this means is the "Medium" that you received is the equivalent to a normal "Small" size. It's not a mistake, just the adjusted sizing.
Q15: Why do you have similar items/photos as SPELL?
A: We use 30+ suppliers, however, SPELL uses a couple of the same suppliers that we do. These suppliers provide us both with photos to use on our respective websites, this is why some of the photos are the same. To be clear, SPELL is not ripping us off or stealing our photos and vice versa. We simple source a handful of our products from the same suppliers.