Have any questions about your order?
Please direct all rants, raves, and questions regarding Shop Tuesday or your order to Support@ShopTuesday.com, where we’ll do our best to get back to you as soon as possible. (Due to the high number of messages and comments we receive on Instagram, only support questions sent via email will be answered.)
When can I expect a response to my email?
Shop-related emails are answered by Crystal, who is an incredibly nice person. Please draft your emails accordingly. She typically answers quickly during our office hours Monday-Friday 10-6 and can be reached at support@ShopTuesday.com.
Who is Tuesday?
Tuesday Bassen is an award-winning Illustrator and the force behind Shop Tuesday. She lives in Los Angeles with three dachshunds named Gus, Baby Tiny, and Gigi. She works with clients ranging from The New Yorker to Google. To see more of Tuesday's illustration work, check out TuesdayBassen.com Want to know more? Read Tuesday's interview with The Great Discontent.
If I'm in the Los Angeles area, can I swing by to pick up my order?
Not at this time! We partner with a shipping facility to send out our orders.
Do you take on interns?
Sorry friend! We are not taking on interns.
Where do you make your products?
We use a combination of domestic and international production with an emphasis on local production! Our clothes are made primarily in Los Angeles a sweatshop free sewing house. We do our best to ensure that our products are made in an ethical environment with high quality materials and always use post consumer, vintage, or California produced materials first.
Any internationally produced items are verified quality and sweatshop free by a third party organization for us.
Let’s talk about shipping. Tell me about Domestic Shipping.
Totally. All orders shipped within the United States are sent via USPS First Class, FedEx Surepost, or UPS Ground (you’re worth it, babe) and come with their very own tracking number. Shipping prices are calculated during the check-out process and are based on quantity and your location within the United States. Didn't get a shipping update? Check that pesky spam folder or your "updates" folder on Gmail! Our shipping updates are automatic, just like our luv for you.
Orders are shipped within 3 business days from when you placed your order and usually take up to one additional week (depending on the shipping times you've chosen) to reach their destination. Custom embroidery can also add an additional week or two to the shipping timeline, so please keep that in mind when placing your order.
What about International Shipping?
We ship all over the world! Depending on where you exist in the world, it can take longer than the standard one week for domestic shipping. For example, packages to Australia can take up to 6 weeks! Although we do everything we can to ensure a speedy delivery, once we ship it, it’s up to your country's postal system.
Shipping prices are calculated during the check-out process and are based on quantity purchased and your location. Customs and import duties may be applied to your order when it reaches its destination. Tuesday Bassen LA is not responsible for these fees as annoying as they are!
I can barely contain myself. How do I track my order?
Tracking information sent in shipment notification emails may take up to 2 business days to update with current location. Depending on where you are in the world, your tracking may not update beyond the origin scan. If your domestic shipment info hasn't been updated within 2 business days of receiving your tracking number, please feel free to hit us up at firstname.lastname@example.org.
What if it never comes?
As we’re still a fairly small, fledgling company, we can’t accept responsibility for packages that have been stolen, mis-delivered, or lost by the occasionally unreliable USPS, Fedex, or UPS. If such is the case, please email us at email@example.com, and we will work with you to find a solution. Please note that we do not offer refunds and can’t replace custom pieces.
What if something is wrong? Or I want something else?
A quick and dirty guide to returns:
- Returns are free for the first return of an order!
- Email us first within 5 days of receiving your order at firstname.lastname@example.org.
- We will issue you a free return postage.
- You have 5 days once you receive the postage to put your item in the mail in unwashed, unworn condition in the original polybag.
- If you're late beyond the above timeframe, we will still accept your package less a 20% restocking fee within 30 days.
- Returns are not accepted beyond 30 days.
- If your item returns to us without original packaging and needs to be refurbished (cleaned, folded, and relabeled) you will be given store credit less a 15% cleaning fee. This fee may be additional to the 20% fee if your item is also late.
Want further explanation? Read on!
Should you have any issues with your order, please email us at email@example.com within 5 days of receiving your order. We do not offer exchanges or refunds, but can offer you store credit if contacted within the 5 day window. You must contact us before posting it back to us. We will not accept packages returned to us that have not been in contact with us first as we have a partner warehouse that requires this information. Please note that we do not accept requests for returns on sale items as they are final sale.
After contacting us, you have 5 days to post the item using the return label we issue you. We cannot guarantee stock availability for a return and issue store credit to choose your exchange item. If we receive a return item past the stated window of time (5 days to contact, 5 days to ship), we can offer you store credit, less a 20% restocking fee. We cover the cost of your first return from an order, but each subsequent order will incur a shipping fee. We send your store credit once we receive your unworn, unwashed, damage free item.
Additionally, we do not accept returns and cannot accept responsibility for garments past the 30 day purchase mark.
We ask that you triple check our size chart before ordering. All sale items are final sale. Additionally, items returning to us must be in unwashed, unworn, brand new condition (no stains, odors, pet hair, etc.) otherwise a cleaning fee of 15% will be subtracted from your store credit. Keep those kitties away from your returns!
What if I bought something and you later have a sale?
Apologies, we cannot accommodate price adjustments, but recommend keeping an eye for our annual Mystery Box sale every Labor Day weekend!
How long do I have to use a discount code?
Party! If you were given a discount code from a staff member, you have 6 months from date of issue to use it!
Pre-orders and Returns
Pre-orders help us produce our twelve piece size run and take at least eight weeks to produce. Eight weeks+ might seem like a long time, but that's actually quite short considering all of the human hands that make each piece!
We do not accommodate requests for refunds on any of our products and preorders are no exception. However, if you feel like you might prefer something else instead, just email firstname.lastname@example.org and we can help facilitate store credit for another piece.
How can I place an order for wholesale?
If you'd like to carry our goods in your store, check out our wholesale site at tuesdaybassen.faire.com
Want to collaborate?
We’re always open to collaborations with like-minded companies and organizations. Please contact us at email@example.com to discuss working together.
Want to feature Shop Tuesday? Please contact us at firstname.lastname@example.org for any press questions or inquiries.