FAQ
How do I return my order?
To offer a refund or exchange, all products must be unworn and have not been washed or altered.
All items must arrive within the specified time frame. If there are any errors in sizing, color, or style, please fill out a returns form, which is included in the box with your order.
Once we receive the returns form and the faulty item, we will ship the correct item. Please send all returns via registered mail in their original condition to the address listed on the return/exchange form within 14 working days of receiving your order. Ensure that your return shipment is clearly marked as returned goods on any customs or postal forms.
How can I make an exchange?
If you need to make an exchange for any reason such as incorrect size fitting, the item must be in its original unworn condition and sent to the address provided in the return/exchange form, within 14 days from receipt.
Please contact ishop@foothillgeneralstore.com before mailing the package to ensure the correct item is available.
Please be sure to clearly mark in the form that an exchange is needed. We will be responsible for any additional costs or expenses for any returns or shipping charges.
When will I receive a refund or exchange on my return or exchange?
The refund will be processed once we have received the item and the completed returns/exchange form.
We are happy to refund any purchases, provided they are returned by registered mail in their original condition, to the address below, within 14 working days from receipt. Please be sure to clearly mark your return shipment as returned goods on any customs or postal forms. We will refund any sums you have paid to us, except for postage and packing. Only products that are in their original condition, unworn, will be refunded, others will be returned to the customers at their own cost. All returns made after the 14-day period will be issued store credit. Be sure to make a note of your tracking number.
What should I do if my order is incorrect?
Mistakes can happen occasionally, but we will do our best to resolve the issue. If you notice an error with your order, please contact Email and we will investigate. Always include your order reference in your email. Exchanges depend on stock availability, so contact us promptly to reserve the correct item. Please note: for refunds or exchanges, products must have all tags attached and be unworn, unwashed, and unaltered. They must be received within the specified time frame.
The most common questions received
Why was I refunded for an item on my order?
Usually, this happens because the item was unavailable or out of stock, often due to multiple orders placed simultaneously.
'When will my order ship?'
Orders will be shipped once you receive the confirmation email indicating that your order is complete.
I haven't received my tracking details.
Please check your spam folder, as our emails occasionally end up there.
I haven't received my refund.
Refunds are processed promptly and typically take two to three business days to appear on your credit card or bank statement. Any changes, adjustments, or refunds related to your order will be communicated to you through an automatic email.
Shipping and Returns for Foothill General Store
UPS & USPS
We offer UPS and the United States Postal Service as shipping methods.
Orders placed during regular business hours will be processed and shipped in 48 hours (Mon-Fri).
We do not operate in the studio on weekends and do not ship orders on bank holidays. Your order will be shipped on the next business day following any holiday.
PLEASE NOTE:
Once your order leaves our facility, the third-party carrier assumes responsibility for the package. If your package is lost or stolen after the carrier has marked it as “delivered,” we can assist in contacting the carrier, but we are not liable for replacing, refunding, or reimbursing the item or shipping costs. No signature is required for UPS deliveries. UPS typically takes 3-4 business days to arrive from the time you receive your confirmation email. Shipping costs vary by location and whether the address is residential or business.
Worldwide Shipping
Standard delivery takes 5-10 working days, depending on your chosen service. Shipping costs vary based on the size and weight of your package. With USPS, once your parcel arrives in your country, it will be handed over to the local postal service in accordance with standard procedures. A signature is required upon delivery. If the carrier cannot reach you, a door tag will be left. Make sure to check with your local post office to arrange collection of your package.
International orders
To ensure smooth delivery of your package, always include your phone number and email when placing an order. We use USPS or UPS, who may contact you about your order or delivery. Please note that we are not responsible for any duties or customs fees that may arise. If you choose not to pay these fees, the package will be returned to us, and only the product will be refunded. Consider this before purchasing.
Be aware that customs delays are beyond our control, and we cannot provide details on potential delays or their duration.
Why is shipping to PO Boxes unavailable?
UPS and UPS Ground cannot deliver to PO Box addresses. If you have a PO box, please choose USPS as your shipping method.
