Copy of Shipping & Returns

RETURN / EXCHANGE POLICY:
First if you have a need to consider returns and refunds, you likely ordered a product from us. Which means we owe you a “thank you!” Nothing makes us happier than a legion of happy hyphen customers and as such we promise to do our very best to deliver an amazing product and customer experience. That said here are some things you might want to know.

Want to return/exchange an item?

• Utopiat offers returns and exchanges within 14 days of delivery.
• To begin the return, please provide a reason for the return or replacement. Please note that we will not replace or accept returns for items if they break due to misuse or neglect and/or is used. We reserve the right to refuse return if any signs of wear or tear is shown on a return. Buyer will be notified when such returns are not accepted and will be given the option to have the item sent back to them at their own expense.
• We request that all exchanges and returns be with the original tag in place. NO Returns or Exchanges will be processed without the original tags attached to the products.
• For all returns and exchanges the cost of returns/shipping for both domestic and international orders is the responsibility of the customer.
• Postage and packaging charge is only refundable for faulty goods, goods not as described or incorrect orders. Due to the sensitive nature of our costume items, we have a strict standard in accepting only unworn items for return.
• Please send all items back to 131 Autumn Wind Way, Rockville, Maryland 20850. All exchanges and returns will be processed within 3 business days

***From time to time, we accept returns and exchanges that are without a tag on a case by case basis solely based on the discretion of Utopiat. In the event we accept these returns and exchanges, there will be a 15% re-tagging / restocking fee applied to these orders.***

Did you receive a defective/damaged/wrong item?

• Unless customer can prove the product was defective upon receipt, and contact us immediately upon receipt of the product we won’t accept the return for that order.
• To begin the return of a defective item, please provide a proof of the product being defective, damaged or wrong item sent to you. Please note that we will not replace or accept returns for items if they break due to misuse or neglect and/or is used. We reserve the right to refuse return if any signs of wear or tear is shown on a return. Buyer will be notified when such returns are not accepted and will be given the option to have the item sent back to them at their own expense.
• Please send all items back to 131 Autumn Wind Way, Rockville, Maryland 20850. All exchanges and returns will be processed within 3 business days

**We do not accept any customized order returns but will work with buyer to address the issues with orders.

Refund Process:

• The refund amount will include only the amount paid by you after any discount or reward was applied to the returned item(s) and it will not include any shipping charge paid by you unless you are returning a damaged, defective, or the wrong item was sent to you.
• Refunds will be made in the form of the original payment. Once your return is processed, a refund will be issued for the merchandise amount. Please allow 3-5 business days for the refund to post to your account.
• All shipping costs are your responsibility
• If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your item.

**Due to the labor and time used in processing gift box items, there’s a 10% processing fee for all returned gift box items.

 

Shipping, Processing, Delivery

Orders ship Monday through Friday. Our customers will receive the order from the date that it is shipped out, not necessarily from the date that it is placed. After your payment is authorized and verified, it can still take up to two days to process your order. This is just an estimate, and doesn't include weekends or holidays. USPS Priority Mail shipping is limited to the 48 contiguous United States, Alaska, Puerto Rico, Guam, Samoa, Palau, Micronesia, and the Mariana Islands.

Utopiat uses UPS for expedited shipping services because of their reputation for speed and reliability. Non-continental U.S. territories cannot be guaranteed next day shipping when selecting the UPS Next Day Air shipping option and instead may receive their orders in two days according to UPS shipping calculations.

Backordered items may take up to three (3) weeks to ship.

 

FREE Shipping

Customers can enjoy FREE shipping for orders over $75 in the US and for orders over $150 outside the US.

Hat products such as the Audrey Wool hat and Miu hat are not eligible for free shipping due to the high cost of shipping large items. The cost of shipping a hat order averages between 35-50 dollars depending on the customer’s location. To bear the burden of shipping with our customers, we decided to charge a flat fee of $19 for standard UPS shipping and we will cover the difference in shipping. Note: this policy does not apply to international orders, we use carrier-calculated rates for shipping international hat orders.

 

International Shipping

All applicable customs and import duties and fees, taxes and any other charges and fees are the responsibility of the customer (even if you refuse any shipments upon delivery). We ship your package DDU, "duties and taxes unpaid", and we do not collect the VAT, duties and/or taxes and cannot predict what your particular charges may be. If your order does require these additional charges, they must be paid by you in order for your package to clear customs.

Customs authorities require that we state the value of your order directly on your package(s). Customs agents have the right to release or deny release of your package(s), and in rare cases, they may also delay delivery.

International delivery takes an average of 15 business days. We do not offer expedited international shipping.

International orders may incur additional fees depending on your customs office. These fees are your responsibility to pay. Should you reject your package because you do not wish to pay these fees, you will not be refunded If the package is returned to us and you change your mind and wish to have us send the package again, you will need to pay the additional shipping fee to do so.  

MY TRACKING SAYS "DELIVERED" BUT I HAVEN'T RECEIVED ANYTHING:

If you choose a shipping method that does not include insurance and your item is lost in the postal system, we will not refund the purchase price.   

If you choose a shipping method that does include insurance and your item is lost in the postal system,  please take your tracking number and printed receipt to your local post office and file a claim. We do not file claims on your behalf.  Here are the instructions:

SAYS DELIVERED, DOMESTIC

If you receive this notice but the package is not in your mailbox, in your apartment office, or on the doorstep, here are some things to know, organized by courier:

What to do is your order was shipped USPS FIRST CLASS:

• USPS delivery vans have GPS that sometimes automatically updates a shipment as "delivered" prematurely. Wait another business day because the package was most likely marked as delivered accidentally, and will arrive the following day
• Contact your local post office. Make sure to call your LOCAL OFFICE, and NOT the USPS HOTLINE (this can take a lot of time, and they only tell you what the tracking already says). Ask them who delivered the parcel, and ask them details about that day's delivery. They are used to these types of questions, and can usually provide helpful information
• If the parcel does not show up (extremely rare occasion), please call the Post Office and file a claim. Utopiat cannot reimburse orders that were misdelivered by the post office or stolen from a property, thank you for understanding!

What to do if your order was shipped USPS PRIORITY

• USPS delivery vans have GPS that sometimes automatically updates a shipment as "delivered" prematurely. Wait another business day because the package was most likely marked as delivered accidentally, and will arrive the following day
• Contact your local post office. Make sure to call your LOCAL OFFICE, and NOT the USPS HOTLINE (this can take a lot of time, and in the end, they only tell you what your tracking says). Ask them who delivered the parcel, and ask them details about that day's delivery. They are used to these types of questions, and can usually provide helpful information
• If the parcel does not show up (extremely rare occasion), please call the Post Office and file a claim. You can call the USPS Hotline to file a claim, or you can do it online. Priority Mail comes insured by the USPS, and they are liable for misdelivered or stolen property in most cases. Utopiat cannot reimburse orders that were misdelivered by the post office or stolen from a property, thank you for understanding!  

What to do if your order was shipped UPS

• Allow an extra business day for your parcel to arrive.
• Contact UPS Hotline - they are liable for misdelivered mail 1-800-742-5877

SAYS DELIVERED, INTERNATIONAL

Often times, an international parcel is marked as "delivered" when it arrives at a processing facility, or as soon as the order has been processed over to the new tracking system.

It's very common for there to be a lag in time from when the parcel is marked as "delivered" to when you are notified to pick up the parcel (this may vary with different couriers who have different COD options).

Things to do:

• Check your mailbox daily for a notice from your local post to go pick up your parcel
• Contact your local customs office and inquire about your delivery

Things NOT to do:

• Panic - we receive messages quite often from concerned customers who have received a "Delivery" notice, only to find their parcel is nowhere. Without fail, the package is usually delivered a few days later, or a notice from customs is found in the mailbox.
• Contact USPS - they are not able to inquire of parcels once they reach a different country

IF YOUR PARCEL WAS DELIVERED BY UPS:

• Allow an extra business day for your item to be delivered
• Contact UPS hotline International: 1-800-782-7892

STOLEN PACKAGE POLICY UPDATE:

It is upsetting for us to see each year how stolen packages are becoming more and more of a norm within the e commerce world we live in. The issue has made many news report and even became a popular subject for TV sitcoms and movies.

We feel so terrible for all of our customers who experience this issue, and as much as we'd love to just resend each one of them another order, it is simply not feasible or sustainable for a small business like us to bare such costs.

What can I do in the event of a stolen package?

First, please check if you have purchased insurance with this order. If you didn't enjoy free shipping, and paid for shipping yourself, please contact your selected shipping carrier company with your tracking number and inquire if any insurance is included in the shipment.

How can Utopiat help?

We aim to do our very best at all times to serve our beloved customers, in addition to offering full support in assisting filing investigations and insurance claim with responsible carriers services, we also strive to do everything within our means to help offset the financial burden in these unfortunate situations.

In response to this growing issue, we have created a special coupon code LOST50 to help our customers who have experienced the unfortunate lost package situation to remake their purchase at 50% discount.

This gesture may not seem big, but we are essentially offering our products at cost to our customers to help offset the burden of having to repurchase an item. We are not doing it to make more money from our customers, we are doing it to help while covering our basic costs.

If you have further concerns, I recommend reaching out to your local customs office, as they usually have more immediate answers regarding shipping than we do.

Even so, should you have any further questions or concerns, please feel free to reach out to us! We're always happy to help in whatever way we can.

~Thank you for reading~

If you have further questions or comments, please reach out to us. We love hearing from you!