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FAQs

FREQUENTLY ASKED QUESTIONS: 

CUSTOMER REVIEW: 
YOU CAN READ OUR ETSY CUSTOMER REVIEWS HERE:  https://www.etsy.com/your/shops/PrettyRockGirl/reviews?ref=shop_info

 

1). CONTACT

It's our priority to provide all of our shoppers with a pleasurable shopping experience. Should you have any inquiries, please do not hesitate to contact us:

For general enquiries, please contact: info@prettyrockgirlcollection.com

For inquiries regarding orders, please contact: orders@prettyrockgirlcollection.com

For media and press inquiries, please contact: info@prettyrockgirlcollection.com

For sales and distribution inquiries, please contact: zong@prettyrockgirlcollection.com

All inquiries will be replied with 48 hours. Thank you for your patience.

 

2). PRICES: 

All prices displayed on this site are in United States Dollars (US$). For actual conversion charges please review your credit card statment for the actual charge. Please note that we reserve the right to change  our pricing on any of our products at anytime. 

 

3). ORDER PLACEMENT:

 What happens when I place an Orders: Upon placement of an order and receipt of that order by www.PrettyRockGirlCollection.com  customers will be sent written confirmation via email. Any alterations to that order will also be confirmed with the customer via email notification. Once an order has been shipped, customers will receive a confirmation email. Please note, an order placed for multiple items may result in multiple or partial shipments. Given the handmade nature of our products, items that become sold out may not become available again. We reserves the right to cancel and refund any order, at any time, for any reason. For any questions regarding orders, please contact orders@prettyrockgirlcollection.com.

 

4). CUSTOM ORDER:

I'm interested in requesting a custom order- how do I do that?  At this time we are no longer accepting COMPLETE custom orders. If you wish to request minor changes to any or our products (such as changing the color or a pair of shoes or  lengthening a necklace etc) please click on the "Customize This Item|Ask A Question" button at the bottom of the listing you are inquiring on.

Unless specified- all custom orders are excluded from sales and promotional discounts and will incur a custom fee.  

I would like a different color, size, style or add-on etc on an existing item on your site- what should I do?

If you are requesting a different color, size, style or add-on etc on an EXISTING ITEM on our site- please leave a message directly from the item listing. To do so- view the listing you are inquiring about, scroll to the bottom of the description- click on the link tab -> "Customize This Item|Ask A Question"  or here: http://pretty-rock-girl-collection.myshopify.com/pages/contact-us  in the pop up write your request.

All custom inquiries will be replied with 48 hours. Thank you for your patience.

How do I pay for my custom order? Should you move forward with a custom order request- we will email you a custom listing.  You can pay for it by following the secure link in the email.
 

5). ACCOUNT:

Do I need to sign up for an account to make a purchase? No.  You can check out as guest. However, setting up an account with Pretty Rock Girl Collection will allow you to place orders without having to fill in your details every time you shop with us. It will also provide you with benefits such as order tracking, tracking your cart additions, regular newsletters, exclusive discounts and special offers.

We only send out newsletters 2-6 times a month and we promise to always have perks for you then. No spam!!

How do I view my account details? You may access your account  by signing onto your dashboard. From your account dashboard, you can view your recent orders and manage your shipping and billing addresses.

 

6).RETURN/EXCHANGE POLICY:

Return Policy: DUE TO THE HANDMADE NATURE PRODUCTION OF OUR ITEMS- Our shop has a NO RETURN policy. Please make sure to read the full description of each item before making your purchase. By making your payment, you agree to these terms and conditions. PLEASE BE CERTAIN ABOUT YOUR ORDER. All of our items are MADE TO ORDER- Once an order is placed - the item is set in motion for production. We do not honor refunds because you changed your mind. 

Exchange Policy: On a case by case basis- we may honor an exchange within the first (12) hours after you confirm your payment. This will only be considered if the item has not been shipped yet. Certain circumstances for consideration may include: requesting change in size, color, or style of a recently purchased item. We have the right to reject/decline any request at our discretion. For consideration- please email orders@prettyrockgirlcollection.com

To complete any return/exchange-  we require a receipt or proof of purchase.

 I have confirmed my order, can I cancel it? Our shop does not allow cancelation after you confirmed your order.  However if you wish to exchange an item from our shop you may do so within the first 12 hours after confirming your order. Please email us right away if you would like to request an exchange to orders@prettyrockgirlcollection.com

Please make sure to read the full description of each item carefully before making your final purchase. PLEASE BE CERTAIN ABOUT YOUR ORDER. All of our items are MADE TO ORDER- once an order is placed - the item is set in motion for production. We do not honor refunds because you changed your mind.  

 

7). SHIPPING:

What is your shipping policy: We ship locally in the United States and Internationally. Standard shipping is the rate quoted at checkout.

ALL OF OUR ITEMS ARE MADE TO ORDER AND  REQUIRE A PRODUCTION TIMEFRAME OF 2-3 WEEKS UNLESS SPECIFY IN THE LISTING.  WE ASK THAT YOU PLAN YOUR PURCHASE ACCORDINGLY.

Once your item is ready to ship - you will get a shipping email notification along with a tracking number for your package. We ship our packages thru WWW.USPS.COM unless specify otherwise in your shipping notification. 

Once  the package ships: U.S. customers can expect to receive their package within 3-7 business days; International customers can expect to receive their package within 7-20 business days. If you wish to expedite your package please contact us at orders@prettyrockgirlcollection.com before making your payment.  Most packages can be expedited at an additional cost.  

How do I check my order status? You can check your orders by logging into your account and clicking on the Order ID under ‘Order History’.

I want my package sooner. What should I do? Reasonable expedite production and expedite shipping may be available  at an additional cost.  Please contact us at orders@prettyrockgirlcollection.com for a quote.  In your message make sure to include your timeframe and location. 

How do I track my package? To track your package go to WWW.USPS.COM & enter your tracking number. 

I have not received my package yet. What should I do?

PLEASE ALLOW THE FULL SHIPPING TIMEFRAME BEFORE CONTACTING US ABOUT YOUR PACKAGE. All of our products are "MADE TO ORDER" (unless specify)- requires at least  2 or more weeks for production. 

If you received a shipping email notification, please allow the appropriate shipping timeframe.  We ask that you patiently allow up to 7 business days for all U.S. orders and up to 20 business days for all International orders. 

If you live in the U.S. and got  a shipping email notification but have not received your package after 7 business days-  Please email  us at orders@prettyrockgirlcollection.com.  Include your order number in the email.

If you live outside the U.S. and got a shipping email notification but  have not received your package after 20 business days-  Please email  us at orders@prettyrockgirlcollection.com. Include your order number in the email.

Are my item(s) insured: Individual items in our shop that cost $100 or more are fully insured with a 3rd party shipping company from the time it leaves our studio to your door. If you feel your package was mishandled, lost, missing, damaged etc by the 3rd party shipping company please contact us immediately for further assistance. Your cooperation is required to get a resolution.
PLEASE NOTE: Our shop does not offer refunds for items that have been mishandled, lost, missing, damaged by the shipping company. We stand by our NO REFUND/NO EXCHANGE POLICY however we will replace the damage good(s) accordingly. 

 

8). DEFECTIVE/FAULTY ITEM:

My item(s) arrived Incorrect or Defective. What should I do? 
All of our items are carefully inspected prior to shipment. If for any reason- you received an item which you deem incorrect or defective please notify us within three (3) days of the items delivery and we will gladly exchange your order for a correct or non-faulty item. Merchandise will be deemed faulty only if it is determined that it was faulty at its time of shipment, or if it were damaged during its time in transit. Merchandise damaged after delivery are not considered faulty, and therefore would not be eligible for exchange. The Pretty Rock Girl Collection is not responsible for damaged or stolen merchandise after delivery has taken place. If you receive incorrect or faulty merchandise, please contact us via email at orders@prettyrockgirlcollection.com within three (3) days of your items delivery. In your message please include (1) your name, (2) best contact email, (3) best contact phone, (4) your order number, (5) a description of the defective nature of your order along with photos (6) and the address for where your exchanged item should be shipped. A team member will contact you to process your request. Processing procedure and evaluation of claims will be at our discretion. Once the legitimacy of your concerns are confirmed by our team, your request will be processed and remedied ASAP. In returning incorrect or faulty merchandise, all of the standard rules of our Return/Exchange Policy will apply. We cannot guarantee that items will be in stock at any time. In the event that your original order is no longer in stock, you may receive a refund, store credit, or exchange for another item. Since all situations vary, our team will make efforts to accommodate your specific needs as much as possible.

To complete any return/exchange packages- we require a receipt or proof of purchase.

 

9). MAILING ADDRESS:

What is your mailing address:

Our mailing address is:

Pretty Rock Girl Collection

357 Case Avenue #1

St. Paul Minnesota US 55130.

 

10).TAXES AND DUTIES  

Will I Have To Pay International Taxes & Duties? Your order may be subject to import duties and taxes, which are levied once a shipment reaches your country. The general amount for the duties and taxes fee is 20% of the dollar amount of the merchandise. However, this is just a general guideline and may vary depending on the country to which the order was shipped. You should contact your customs office for specific amounts and percentages.

Pretty Rock Girl Collection cannot control and is not responsible for any duties/taxes applied to your package. You will be responsible for paying additional charges for customs clearance. Customs policies vary widely from country to country; please contact your local customs office for further information. Note, in rare occasions custom agents may delay delivery of some packages. By law, we must declare all items at their full price and cannot alter this amount to decrease international custom fees.

Do I have to pay sales tax if I live in the States? Our company operates in Minnesota.  If you live in Minnesota, you will be charged sales tax between 6.85% to 7.875%. 

 

11). STORE LOCATION: 

Do You Have Any Store Locations? Our shop is currently available online only at our official site(www.prettyrockgirlcollection.com). You can also shop on our Etsy Site if it's more convenient for you at https://www.etsy.com/shop/PrettyRockGirl

 

12). DISCOUNT CODE:

Where do I key in the discount code? You can do so at the check out page, before official payment and placing your order. Under the Discounts section, simply enter your discount code and the deduction will be applied. Please note that only one discount code can be used per order. Please always check for any additional terms and conditions accompanying the discount code.

 

13). METHOD OF PAYMENT:

What type of payments do you accept? We accept most major credit cards, such as Visa, Mastercard & Dicover. We also accept Amazon Pay and Paypal.  Combined payments are not accepted on our site at this time. We recommend you make two transactions if you need to split your payment. 

 

14). SHIPPING COST & WHAT'S INCLUDED:

HOW ARE YOUR SHIPPING PRICES DETERMINEPRGC is located in Minnesota. It is in the upper midwest of the United State of America. Please note that the actual shipping cost(that the shipping company charges us) IS NOT THE ONLY THING that goes into determining the final shipping cost that you(our customers pay). 

Here are the 4 things that determine the shipping cost that you pay:
1). We are a specialty shop that value our unique items very highly- for this reason- we package the MAJORITY of our items with high quality durable storage boxes. The boxes are meant to properly store the items after each use. These special boxes retail anywhere from $6- $20(depending on size) and are different from the standard cardboard shipping boxes that you find at office supply stores.
2). The ACTUAL SHIPPING cost that the shipping company charges us to ship your item(s). Please note that the majority of the shipping facilities that we use charge by weight and the size of the package. They do not charge a lesser price for items going to a closer destination within the United States. International shipping cost is determine by weight, size and the destination. ALL OF OUR ITEMS ARE SHIPPED IN THE "STANDARD" CLASS UNLESS YOU ADD AN UPGRADE TO YOUR ORDER. For all United States orders- once your item(s) ships you can expect to receive it within 3-7 business days. For all international orders- once your items(s) ships you can expect to receive it within 10-20 business days. Please note that the U.S. Holiday schedule may cause delays.
3). INSURANCE(if applicable): We fully insure all items value at $100 or more. The cost of the insurance is determine by the value of order. The purpose of insuring an item is to protect it from damage/loss during shipping.
4). PACKING SUPPLIES
Those are the 4 things that determine the shipping cost in our shop. If you have any questions or concerns about this matter please contact us at info@prettyrockgirlcollection.com