FAQ

What methods of payment are accepted?
We accept most credit cards, Paypal and Apple Pay on mobile. We do not accept, personal checks, money orders, or direct bank transfers. 

How safe is my personal information if I order online?
Shopping on our online store is safe and secure. You can read our privacy policy to get the full details on how we protect your privacy and personal information. 

When will my credit card be charged?
Most accounts are charged within 24 hours of receiving your order confirmation. Depending on your bank, once a credit card authorization is received the funds may be reserved up to 30 days (take a look at your bank’s fine print to see what their policy is). If you’re paying with a debit card, you might want to first confirm with your bank if there are limitations on daily withdrawal amounts on your card.

Can I order by phone?
We are so sorry, but we’re not taking orders over the phone right now. You can order directly from our online website and on your smartphone, if you’d like. If you have any trouble placing your order online, just shoot us an email at hola@decoloresthreads.com.

How do I apply a promotion code?
We love a promo code! They are a super way to get discounts, and can sometimes be applied to sale items or already reduced merchandise, too. However, we do have a few rules: 1) Only one promo code can be used per order; 2) Your promo code must be valid to get the discounted price; and 3) you need to make sure all your items are in your shopping cart and you are ready to check out in order to use a promo code. Once you’re ready to go, on the order summary page, you will see the “Enter discount code” section. If your discount is not automatically deducted, just shoot us an email at hola@decoloresthreads.com.

How do I change or cancel my order?
Unfortunately we do not provide cancellations. 

What if I put the wrong shipping address on my order?
We are unable to make changes to the shipping address once your order has been placed. Just shoot us an email at hola@decoloresthreads.com and we will try and catch it before shipping. 

Can I add an item to an order I just made?
We’ve all been there—you forgot to add something you really like to your order. However, we can’t add or delete items from an order once a shipping confirmation email has been sent. If that’s the case, you’ll need to place a new order for those additional items and return the other order. 

Why do I get an error message when I’m trying to place my order?
Most error messages are related to a billing address discrepancy—we’re only human, right? You may have entered a billing address different from the one your banking institution has for your credit card (the billing address should match exactly what your bank has on file). Just make sure to carefully review all information and look out for any typos.If you’re still receiving an error message after reviewing your credit card info, and billing and shipping addresses, take a moment to make sure you’re using the latest version of your Web browser.This generally resolves the issue.

What should I do if my order won’t go through?
If your order isn’t going through, you’ll see an error message. Oftentimes, the message will show a discrepancy with the billing address for your credit card, so take a moment to check that your billing information is totally accurate. If that doesn’t resolve the problem, try using a different Web browser or device, or contact your bank directly to notify them of your pending transaction. (If you make multiple attempts to complete your purchase, your banking institution could block the transaction as it may trigger a fraud alert.)

My credit card was charged twice. What do I do?
If you’ve just placed your order, there’s nothing to worry about: What you’re seeing on your bank account is a “preauthorization”(translation: a common bank practice when handling credit card transactions to ensure sufficient funds and account authenticity). Depending on your bank, this authorization usually clears within 48 to 72 hours.

However, if your order was never processed and/or no confirmation was issued, this pending hold will generally drop off in 3 to 5 business days. Our pro tip: Click the “Place Order” button only once to avoid multiple authorizations (you will only be charged one time for your order even if you have multiple authorizations). 

SHIPPING

When will my order ship?
We do our best to get things organized and out the door quickly. Orders are packed and shipped Monday through Friday only. An order placed by 3pm PST is usually processed the same day - 72 hours, though our policy is officially 5 days from receipt of order.

Orders placed on the weekend and holidays are processed on the next business day. Express shipping orders placed Monday through Friday (excluding holidays) before 1 p.m. PST, will be shipped the sameday. Orders placed after 1 p.m. may be sent the following day.

If we’re unable to process your order due to inaccurate or incomplete payment or address info, your order processing will be suspended for a maximum of 5 business days or until we hear back from you (whichever comes first). If we’re not able to make contact with you or confirm those missing details, your order will be cancelled and a full refund will be issued if your account was charged.

*Please note, personalized copies of Open Book take up to 30 days to ship. Signed posters take up to 7 days to ship.

My order status says “Unfulfilled.” What does that mean?
“Unfulfilled” just means your order has been received and is being processed. Once your order is packed up and ready to go, the status will be changed to “Fulfilled.” Of course, we’ll give you a heads up about your order’s status change via email, along with your tracking number.

How will I know when my order has been shipped?
You’ll receive an email notification with your tracking number as soon as your order has been packed up and sent out. Packages are only picked up once a day, at 5 p.m. PST.

How Is COVID-19 Affecting My Order?
Currently, all packages are still be shipped out and delivered. There may be slight delays with less employees at warehouses, but we greatly appreciate your patience for any reasonable delays that might occur!

Can I Get COVID-19 From My Package?
Experts at both the CDC (U.S. Centers for Disease Control) and WHO (World Health Organization) have stated that the likelihood of catching the COVID-19 virus by touching mailers or other shipping containers is low.

RETURNS, EXCHANGES & REFUNDS

How do I return an item?
Check out our easy, breezy return policy here. All returns must go through our return portal, no exceptions (otherwise we won't be able to track your return back to us!). Returns must be received back in our warehouse 30 days after a return is initiated.  

CONTACT US

We’re so happy you stopped by to visit DeColoresThreads.com. If there’s anything we can do to help you with your order, send us an email at hola@decoloresthreads.com. We're open from Monday through Friday from 8am-5pm PST. Any emails sent over the weekend will be answered the next business day.