FAQs
*After* reviewing the below information, if you still cannot find the answer you are looking for, please send us a message on our Contact Us page.
SPECIAL NOTE - OUR HOLIDAY SEASON IS OFFICIALLY UPON US! Please note shipping times do not include the up to 12 business days for processing during the holiday season (November - January) or major sale events. Please be sure to order holiday gifts with plenty of time for uncontrollable delays.
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ORDER CONFIRMATION
HOW DO I CONFIRM MY ORDER?
- You should receive an order confirmation email within 24 business hours to the email you entered at checkout. We always recommend screenshotting your order # and confirmation right after checkout.
- If you still have not received the order confirmation email, please contact us during Live Chat hours or via our Contact Us page. (The email you used to place the order may have had a typo, and that is why you’re not receiving the order confirmation email.)
WHAT ARE THE PROCESSING TIMES?
After placing your order, please allow 1-3 business days for processing during the regular season and up to 12 business days during the holiday season or major sale events.
Orders placed over the weekend or on a public holiday are shipped the following business day.
NOTE: This means you will not receive any tracking or shipping emails until processing time is complete.
HOW DO I TRACK MY ORDER?
- You will receive a shipping confirmation as soon as your order leaves our warehouse. Please note that it can take up to 24 hours to show movement
- DISCLAIMER: If you do not receive a tracking email within 8 business days please reach out to our team and we can check on that order for you!
SHIPPING:
WHAT ARE THE SHIPPING OPTIONS?
Domestic Standard Shipping:
Free standard (Ground) shipping for orders $75 and above (this does not include international orders)
Standard (Ground) shipping up to $7
Standard Domestic shipping times vary from 5-7 business days during regular season to 5-14+ business days during holiday season or major sale events.
Express Shipping:
2-3 Business Day shipping up to $19
Orders placed Wednesdays or Thursdays should be delivered by Monday or Tuesday the following week. Eligible only for customers in the United States.
International:
We offer global shipping, with speeds and shipping costs based on your specific region! We do not offer free shipping for International orders
*Please note shipping times do not include 1-3 business days for processing during the regular season and up to 12 business days for processing during the holiday season (November - January) or major sale events. Please be sure to order holiday gifts with plenty of time for uncontrollable delays.
What is VIP | Skip The Line Processing?
VIP | Skip The Line processing will bump your order up in the shipping queue! If your order is placed before 11am EST it will be fulfilled the same business day. If your order is placed after 11am EST, your order will be fulfilled the next business day.
DO YOU SHIP INTERNATIOANLLY?
Yes! You can access our international shipping by choosing your country at checkout. All currencies will be updated based on the region you select.
WHY IS MY PACKAGE DELAYED?
If an item is marked “Delayed” via the tracking number, these delays are from the carrier and are entirely outside of our control. Please allow up to two weeks for these to clear before reaching out to our team. Thanks for your patience
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DISCLAIMER:He Would Love First is NOT liable for any shipping address discrepancies, which includes: incorrectly-entered addresses, lost or stolen packages, or incorrectly delivered packages. We strongly suggest purchasing REDO Package Protection when checking out, because they will cover most of those incidents above.
MY PACKAGE SAYS IT IS DELIVERED BUT IT IS NOT HERE?
If an item is marked “Delivered” but you do not see it or haven’t received it, please ask household members and neighbors, as well as reach out to the post office ASAP!
Package Protection: If you bought Package Protection and noticed there is an issues with your order whether it is damaged or stolen, please reach out to us ASAP, and start a claim here https://hewouldlovefirst.com/apps/redo/returns-portal
He Would Love First is NOT liable for any shipping address discrepancies, which includes: incorrectly-entered addresses, lost or stolen packages, held packages, or incorrectly delivered packages
Please note - We suggest filing a claim with the carrier directly if you have not purchase Redo for your order
WHAT IS PACKAGE PROTECTION?
- We strongly encourage having every order protected by the REDO Protection Plan + Free Returns. (averages about $1.98 per order).
- If you need to make a claim, you can do so with the link below or reach out to out team https://hewouldlovefirst.com/apps/redo/returns-portal
- note - shipping fee and protection plan fee are Non-refundable
MY ORDER FAILED DELIVERY/RETURN TO SENDER?
If an item is marked “Attempted Delivery” or “Return to Sender,” please continue to track it. We cannot process a refund of any kind, if applicable, until it returns to us. To discuss this further, please reach out during Live Chat hours or via our Contact Us page.
If you need to make a claim, you can do so with the link below or reach out to out team https://hewouldlovefirst.com/apps/redo/returns-portal
Note - shipping fee and protection plan fee are non - refundable
ARE TAXES AND DUTIES INCLUDED IN MY ORDER?
Duties and taxes are calculated based on the items ordered, shipment destination, and the value of the purchase. If duties and taxes are charged at checkout, they will appear in a separate line item if they are not already included in the product price. Some countries require duties and taxes to be paid upon delivery and will be the customers responsibility. It will be noted at checkout for full transparency before you order.
ORDER ISSUES & EDITS
CAN I CHANGE THE ADDRESS ON MY ORDER?
- You must enter the correct delivery address and delivery instructions at the time of placing your order. If you enter an incorrect address, He Would Love First is not obligated to re-send the order to the correct address at our own expense.
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If your order has not yet shipped -you can contact our team at support@hewouldlovefirst.com and we will see if we are able to get that address changed
* note the turn around time for emails is 1-3 business days we do not have email services available on the weekends **
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NOTE: We can’t guarantee we can catch the order in time to change the address, but will do our best. Once it has shipped, we cannot change the address. Address errors are the liability of the customer.
CAN I EDIT MY ORDER?
(i.e. size changes, add/remove an item, etc.)
- There is a small window editing an order.
- If you contact us via Live Support with your order # (6 digits), we might be able to catch it while it is still processing and before it has shipped.
* note the turn around time for emails is 1-3 business days, we do not have email services available on the weekends **
We cannot edit orders during sales due to fluctuating volumes of inventory
NOTE: We can’t guarantee we can catch the order in time to change the items, but will do our best. Once it has shipped, we cannot change the items. Order errors are the liability of the customer.
- Unfortunately, once an order has shipped we cannot make any changes to orders. If an item was added that you changed your mind on, once it delivers, we have free return shipping (if applicable to your order).
- Please see our Returns Policy page for more information regarding eligibility for returns.
PROMO CODES/PRICES:
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Only one promo code per order.Be sure you applied the desired promo code before placing the order.
- We are very sorry about this, but we do not apply missed promo codes on orders. There are promo codes provided during checkout online, via the mobile site, and on the app! We do apologize for this inconvenience. The price your order was processed for is final and we do not have the ability to retroactively change the order.
- Promo codes CANNOT be applied to bundles. They will always be excluded from promotions and sales as they are already discounted!
DO YOU PRICE MATCH SALES?
- Prices are subject to change. We do not apply sale prices to past orders or price match for future sales.
- All Bundles are excluded from ALL sales and promtions
WHAT SHOULD I DO IF I RECEIVED DAMAGED/INCORRECT ITEMS?
- We apologize for the mess up and we want to fix it as soon as possible! :)
- Please proceed to our returns portal to create a return/exchange. Select the correct reason in the return portal and the exchange process will start from there! https://hewouldlovefirst.com/apps/redo/returns-portal
COMMON PRODUCT QUESTIONS
WHAT IS THE FREE MYSTERY BRACELETS?
- It is only one free mystery bracelet per order, no matter how many you add to the order. Utilize these to help pass out to a friend or someone who needs to hear the message that He would love first! :)
- If an order is just free mystery bracelets with a free shipping promo code, the order is cancelled immediately.
CAN I GET DIFFERENT SIZES IN MY BUNDLE?
- We are sorry for the inconvenience, but bundles are sold as is. We cannot edit sizes within the bundles.
- "Small" bundle means everything inside will be a size small, the "L" bundle means everything will be a size large, etc.
- To return a bundle of clothing, bracelets, or both: all items must be included, in order for the bundle to be applicable for a return. We do not accept just one shirt out of a bundle, or a bracelet pack from a bundle as a partial return. See the Returns & Refunds Policy page for more information.
- Please note, bundles are excluded from all sales and promotions
WHAT IS YOUR SIZING LIKE?
- All of our sizes are unisex, but cut more like men's cut. The size is set by the standard industry sizing, and based on our clothing suppliers.
- Most of these size charts can be found online. Often, our models wear a more oversized look.
- Most apparel is usually a cotton/polyester blend and detailed in the item description.
WILL YOU RESTOCK SOLD OUT ITEMS?
You can sign up for restock notifications by clicking the "notify me when available" button when looking at a specific product.
HOW DO I CARE FOR MY ITEMS?
- We recommend washing on a cold and delicate cycle, and drying on low to no heat (or hang drying!)
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DISCLAIMER: He Would Love First is not responsible for damages incurred during wash/dry cycles.
- If you believe an item is faulty or damaged, please reach out to us during Live Chat hours or via our Contact Us page.
DO YOU OFFER BULK ORDERING & FUNDRAISING OPPORTUNITIES?
YES! Please email Hannah@hewouldlovefirst.com to discuss bulk and fundraising options! :)
ADDRESS TIPS & TRICKS
HOW DO I MAKE SURE MY ADDRESS IS CORRECT?
Below are a few address tips to use to prevent address delays.
WHAT ARE COMMON ADDRESS MISTAKES?
- If you have an apartment, unit, or suite, be sure to include the word "Apt" or "Suite" before the unit number/letter in Address Line 2.
- If you do not live in an apartment, unit, or suite: do not write the word “house” in Address Line 2 if there isn't an apartment number or suite number. Just leave that area blank if you live in a house.
- Do not separate your house number and street with commas, or put them on different address lines.
- Don't write the city and state twice.
- If you see any of these mistakes, please contact us during our Live Chat hours or via our Contact Us page, as your package is most likely undergoing a delay.
COLLEGE ADDRESSES
- Include the University in the Company Line.
- If it is delivered to a student mailbox, you must include "SMB#" before the mailbox number in Address Line 2.
John Smith
University of HWLF
123 HWLF Street
SMB # 5678
Cityville, State, 12345
- If it is delivered to a hall/dorm, you have to include the name of the college, the street address, and differentiate the hall from the dorm, on Address Line 2 and 3.
WRONG:
John Smith
University of HWLF
Love Hall A1
Cityville, State 12345
RIGHT:
John Smith
University of HWLF
123 HWLF Street
Love Hall
Dorm #A1
Cityville, State 12345
- For further assistance, please research what your university specifically asks for in regards to their mailing and postal delivery service.
- If you have any questions or concerns, feel free to contact us during Live Chat hours or via our Contact Us page, to ensure your Po Box address works.
PO BOX ADDRESSES & SPECIAL ADDRESSES
- Be sure to write "PO Box" before the Po Box #..
RIGHT:
John Smith
PO Box 5678
Cityville, State 12345
- If you have both an address and PO Box, the PO Box most likely goes before the street address.
John Smith
PO Box 5678
123 HWLF Street
Cityville, State 12345
- If you have some kind of CPO box, treat it as a PO Box (See above).
- If you have any questions or concerns, feel free to contact us during Live Chat hours or via our Contact Us page, to ensure your Po Box address works.
