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FAQ & Support

Orders & Shipping

Order fulfillment

Please allow 2-3 business days for us to process and ship your order. Items that are pre-order or made-to-order will have longer processing times, as communicated on individual product pages.

Shipping & deliveries

We offer free domestic shipping on all US orders. Standard free shipping is 3-5 days to most locations. Please note that if you have multiple items in your order from different Marketplace designers, these may ship separately. You will receive email updates for each item shipped.

Pre-order and Made-to-order

Many of the designers in our Marketplace have products that are made-to-order. All our Marketplace creators are independent designers, most of whom hand-stitch, sew, weld, or weave your items from their own home studios. 

For made-to-order items, a creator will only get started on making your item once an order has been placed. As such, please expect longer fulfillment timelines on these products, as they are being prepared with love and care. All fulfillment timelines are listed on the product pages. 

Order updates & tracking

You will receive email confirmations once your order has been placed, and for all order shipments with tracking numbers.

Cancel or modify an order 

You may be able to modify or cancel your order, if it has not yet been processed. Orders that have already been processed or shipped cannot be modified. Contact us at [email protected]

Returns & Exchanges 

Return Policy

We love our products and want you to as well! We'll always do our best to take care of our customers and make things right. If you would like to return an item for any reason, you may do so within 30 days of purchase. Just request a return, and we’ll supply a prepaid shipping label. 

If items are returned, we do not process the donation amount for that item. You can email [email protected] with your order number, and we will get things started for you.

Refund options

If you choose to process your refund as store credit, we will waive any return fees! Once your item ships, we’ll send you instructions on how to use your account credit. Store credit never expires, and is automatically available at your next checkout. 

Otherwise, if you choose to refund to the original payment method, there is a $5 return fee to cover the cost of shipping and restocking. We will send a notification once we have received your return and confirmed all items are in their original condition. Once received, we will issue a refund for the item price, minus the $5 restocking fee. Payment method refunds will be available within 30 days of receiving your return.

Damaged, incorrect, or missing items

We and our marketplace partners take care to prepare and package your orders with love and attention. All our products are made by independent creators, and usually the same folks who are dreaming up the design of your product are also packing and sending them off.

If items have been damaged during shipping, or you received the wrong product, we want to correct that as quickly as possible. Contact us at [email protected]

International orders 

Place an order

We love our international customers, but do not currently support self-checkout for international orders, due to uncertainty around shipping timelines and COVID-related delays. 

To place and order, contact us directly at [email protected] If we are able to ship to you, we'll send you a custom link to complete your checkout.

International shipping

International shipping prices will vary depending on location, and not all Marketplace products may be eligible to ship internationally. 

International return policies

Unfortunately, we cannot accept returns on international orders at this time.

Product materials & fit

Size selection

If you have additional questions about fit or selection, feel free to reach out to us at [email protected]