Shipping & Return Policy

We take great care in ensuring that your order is packed securely and accurately before it is handed over to the postal service. We are responsible for your package until it is dropped off at the post office. However, once the package is in the possession of the postal service, we relinquish responsibility for any loss or damage that may occur during transit. In the unfortunate event that your item is lost or damaged in the mail, we advise you to file a claim directly with the postal service. We are committed to assisting you throughout this process and will provide any necessary documentation to support your claim. 

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Here are some questions to help you!

Q: Do you ship internationally?

Yes! We ship most international orders via the public postal service to keep prices low, which is USPS here in the United States. All tracking information is updated until the parcel leaves the United States. Upon arrival to your country, the package is handed over to your country's local postal service. At this time, your tracking information will update only if your local country uses the same software ours does for tracking info. Some do, many do not. It is very common for parcels sent using this method to show the last tracking update as leaving the US, even if the package has successfully arrived in your country. It is also very common for parcels sent using this method to be held at your local post office for in-person pick-up without providing the recipient with a door tag. We're not sure why or when it happens this way, it just appears to be a funny quirk of international shipments using public postal carriers. As a result, you may have to check in-person with your local post office 1-2 weeks after shipment to see if your parcel is being held there without notice. 

Some orders may also ship out via UPS if public postal services are unavailable in your local area.

Please note that we have no way of anticipating if your country will charge customs fees for international shipments upon entry. If you live outside of the US, please consult your local post office to inquire about customs fees prior to placing your order!

Q. What happens if I don't receive my item?

As the shipper, we accept full liability for the care of your order until it has been turned over to the shipping company, at which point all delivery claims and inquiries are processed through the shipping service's claim management system. All claims are subject to the shipping service's scrutiny and deliberation, and the shipping service is liable for all packages lost in transit. All packages marked successfully delivered are not subject to claims inquiries.

If your item has shipped, but you have not yet received it, please follow these steps in order:

1. Make sure sufficient delivery time has passed since the date you received your tracking number. For US and Canada deliveries, this is typically 1 week. For all other countries, this is typically 2 weeks.

2. Track your package using the tracking information emailed. If your tracking information shows no delays, errors, or exceptions and appears to be "stuck" in transit with the last update showing it departing Los Angeles, do not worry. This is actually very common, but it does require further action on your part, so please move on to step 3!

3. THE MOST IMPORTANT STEP, PLEASE DO NOT SKIP IT! Visit your local post office in-person to see if your parcel is being held there for you without notice. A telephone call will not work as it only shows the same tracking data shown online. Different countries use different softwares for tracking, and this just means that more than likely your parcel has arrived in your country but they have an incompatible tracking system to ours here in the US and are therefor unable to scan it in upon arrival. When this happens, packages are typically held for in-person pick-up at your local post office without notice. We're not sure why it happens, but it appears to be quite common, and 99.9% of the time an in-person visit armed with your tracking info, name, address, and ID will turn up your package quickly and without incident. Not sure what your local post office is? Contact your country's public mail service to ask what your designated post office is based on your postal or zip code.

4. File a claim with USPS on their website here if and only if your parcel shipped via USPS and you've waited a sufficient period for your parcel to arrive and have visited your local post office in-person and still cannot track down your purchase. 

5) Wait for your item to be located or reimbursed by USPS, or for your item to be returned to us as undeliverable. This happens occasionally due to mysterious delivery errors, but more often than not, packages we receive back in the post indicate they went unclaimed at your local post office for more than 30 days. This is why we always recommend visiting your local post office in-person first to help find your item. 

If we receive your item back in the mail due to a delivery error or failure to claim, we will contact you to confirm the address used at time of checkout, and then attempt delivery once more. If your order indicates it was undeliverable or unclaimed at the post office after the second shipment attempt, we will issue you a gift certificate code for store credit in the price of your original order (minus any shipping fees you paid) and restock the items from your order. 

Please note: if your country held your parcel for in-person pick-up at your local post office during the first shipment attempt, it will most likely hold all subsequent shipments for in-person pick-up as well. We have no control over this, as it is designated by your country's customs process for international deliveries, so please make sure not to skip step 3 if you run into delivery issues, and do visit your local post office in-person to see if your package is there!

*If your order is returned to us, you will be held responsible for the shipping costs to get the package back to you. (US & INT)**

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 

To start a return, you can contact us at shopangeltheory@gmail.com.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. After your return is accepted, your refund will be processed within 14 business days.

You can always contact us for any return question at shopangeltheory@gmail.com.

Exceptions/Non-Returnable Items: Unfortunately, we cannot process exchanges or returns for sale items.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Keep in mind that our hand-printed garments may exhibit minor imperfections, and we will consider exchanges only for defects beyond our normal printing process.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 14 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at shopangeltheory@gmail.com.