Your satisfaction is our TOP priority!
If you experience any problem or delay with your purchase, following receipt..
Please contact us so we can work with you to rectify any issues.
We are available anytime, via eBay messages,
through direct e-mail or by phone (Skype is now available)
We make every effort to respond to all customer service inquiries within 24 hrs.
FAQ'S
As we get a large number of e-mails on a daily basis, we have compiled a list of frequently asked questions which will hopefully help with some of your queries.
Do you ship worldwide?
No. We no longer ship outside the US on our Ebay Items.
We do ship internationally through our Heather's Rack International Warehouse
How much is postage to all US destinations?
The postage rate is always located on each individual auction page.
Why don't you ship to APO/FPO addresses?
We are no longer able to ship to APO/FPO addresses... if you would like to continue to purchase from our store, we will have to ask that your "SHIP TO" address is changed to a US address...
In order to maintain our large volume of sales & delivery of orders... we are only going to use PayPal's shipping service and they will not print labels for APO/FPO packages... in order to ship to APO addresses, we will have to continue going to the post office to mail it manually and we have decided to no longer do this.. from now on we are having our packages specially picked up by a carrier. ( This will help the speed of packages being shipped daily).
Payments made with APO address will no longer be accepted and denied/returned via PayPal.
Do you combine shipping?
YES! Your combined shipping disount will be applied automatically through the eBay Check-out, you must use this checkout in order to receive your promper discounted rate. Items totaling 10 or more will get an additional discount, but you must contact us prior to paying, so we can be sure to send you the correct discounted invoice.
If you have paid for each item individually, those items will have to be shipped individually... since we do all our shipping through PayPal's shipping service, all transactions require a tracking number... we are unable to combine your items in one package if you made multiple payments. Please make sure to wait until your done shopping and then request a final invoice.
My item(s) has not arrived?!?
All packages are shipped via USPS with delivery confirmation. Please keep in mind, this is delivery confirmation only.. this is not a tracking number and is only scanned at time of delivery.
All delivery confirmation numbers are sent to your email once your package has left our facility. Please keep the email for your records.
We offer three types of shipping we use, FIRST CLASS, PARCEL POST & PRIORITY... you will be able to choose which shipping will best fit your schedule...
Parcel Post (Delivery time: 2-9 business days)
First Class (Delivery time: 2-5 business days)
Priority (Delivery time: 2-3 business days)
What if my item was returned by USPS?
All the returned packages with failure delivery, i.e., multiple delivery attempts, insufficient address information, or refusal, we are not responsible for the shipping and return shipping if applicable, store credit will be issued (minus 20% restocking fee) with deduction of shipping cost from the original payment according to the receipt of the returned package. We can reship, but additional shipping cost will apply.
What payment methods do you accept?
PayPal, Merchant, Visa, Mastercard, Discover, American Express
Sending payments with no item number will delay shipment of your item... we have a ton of transactions and have no way to match a payment with a bidder without this information...
I bid on the wrong size, what should I do?
If bids have just been placed, please go to the ebay site map where you can cancel your bid. If you have difficulty doing this, please contact us and we will be happy to help.
Please be advised that all bids placed within the last 12 hours cannot be removed due to ebays policies.
Due to limited stocked items, all sales are final and we are unable to provide you with a different size once the auction has ended...
What if it doesn't fit? REFUND POLICY?
In order to maintain our bellow wholesale prices with no reserve, we don't like to offer returns/exchanges or refunds because it holds up production and backs up inventory... however, if you are unhappy with the style or fit and you think another size would best suit you... let us know and we will be more then happy to exchange your item for another size (if available in stock).
We give our customers 5 business days from receipt of the item(s) to return back to us for an exchange. Customer need to pay the shipping to ship the return back first. eBay item number and customer contact information must be included with return inside box, for prompt attention & service. Failure to do so may delay or prevent us from properly processing your return.
If you are just unhappy with the item and don't think you will ever wear it, we offer a few things... we can allow the use of our photos (upon request) to resell the item on ebay... you must request information that we will provide to you, so you can include it with the auction.. this way, both ebay and ourself will know we gave you permission to use our photos... if the information we provide is NOT included in the auction.. we can only assume the photos were taken without permission and you will be reported.. ebay does not tolerate sellers/bidders who steal photos for own profit.
Relisting with permission of our photos is one way, or you can simply return the item(s) in the original packaging for a refund. Again, we are not responsible for the return shipping and the refund for the item price will be given via PayPal (our shipping is non-refundable). Also, we require a 20% restocking fee.
*All the return of used condition items will be subject to 50%-80% restocking fee applied to the refund amount accordingly.
Please feel free to ask for as many measurements you may need before bidding on an item. If you are unsure of what size to bid on, please contact us and we will be happy to advise accordingly.
If you are short for time and are still unsure about size, we always advise a size up... due to our items running small.
Please be aware that this refund policy also applies for any other reason, such as... 'It's not suiting, not looking like it does on the model, not being the material you thought it was', etc...
What if the item is defected?
All items are thoroughly checked upon arrival at warehouse and again before shipping, however, we know mistakes can happen.. so if there is a genuine fault with the item, please accept our sincere apologies and rest assure... we will deal with this as soon as you bring it to our attention (within 3 days of receipt of item(s).
Please note: If your item is defected, we will exchange the item out for you.. however, it will have to be for the same size/style of the item. If you claim your item is defected, but then request a different size/color.. then we can only assume the original item was not defected and a scam is brewing...
I have received the wrong item...
Regrettably mistakes can happen... please contact us as soon as possible so we can fix the situation. In this case, we will refund shipping cost to get the incorrect item(s) shipped back.
What is your contact information?
If you have a ebay related question or comment, we ask that you use the ebay system for communication... all questions/comments will get answered, usually in the matter of minutes. ALL EBAY SYSTEM QUESTIONS TAKE PRIORITY OVER DIRECT EMAIL CONCERNS... so please use the ebay system if you'd like your question/concern answered ASAP.
Why am I blocked from bidding?
If you are blocked, there is always a good reason behind it... however, since we deal with thousands of bidders daily, it is impossible for us to remember when and why you were blocked.
Here are a few reasons why we block ebay users:
* We had to file a non-paying claim to receive payment.
* We received an unwelcome/harassing email.
* Feedback of Neutral or Negative was left in our forum without prior communication.
(We pride ourself on communication and we expect the same).
* Paypal/Ebay dispute filed without prior notice to resolve issue.
* Using photos without permission.
* Any bidder that we feel may cause an unsatisfactory transaction.
(This only applies when a bid has to be canceled or we received an email of concern to future transactions).
PLEASE NOTE: We do not remove bidders from our blocked list, so if you are blocked... there are many other wonderful sellers on ebay and I'm sure you'll find the right one for you.
Where do you get your clothes from?
Well a smart business person would never disclose their production cost or their distributing sources, however, we can tell you that most of our items come from actual fashion & trade shows in Vegas (yes, most have been seen on the Runway). We make the shows about 3 times a year and have a truck full of items delivered to our warehouse where we keep our items until we get them listed on ebay. We do have some items we find locally in high end designer stores, but most do come from Vegas and only a couple select sellers on ebay have access to these shows and no, it is not available for public.. so I can't give out any information about when & where the shows are held in Vegas.
MORE GENERAL INFORMATION:
We only sell items on ebay, we do not have public access to our store or warehouse... we do have a direct website, which is still underconstruction.
We only sell retail, not wholesale... however, all our items are below wholesale prices... everything is discounted 75-90 % off retail price.
Again, we are unable to give out any information about our suppliers/vendors.
PLEASE NOTE: We reserve the right to cancel out any bid that we feel may cause an unsatisfactory transaction.
QUESTIONS ABOUT THE MODEL:
If you would like to know what size the model is wearing, so you can get an idea of how something will look on you, please contact us. Please keep in mind, we use the same photo for each size... so for an example you see her modeling a 2X, 3X... she is more then likely not wearing that size for the photo... we carry all sizes and use one photo for all sizes. Small, Medium, Large, X-Large, 2X & 3X.
ALSO THE ITEM MODELED IS NOT FOR SALE, WE USE THE ITEM MODELED IN THE PHOTOS FOR PROMOTIONAL USE WHEN WE TOUR, SO YOU DON'T HAVE TO WORRY ABOUT THE ITEM BEING WORN PRIOR TO RECEIVING IT... ALL OUR ITEMS ARE FRESH FROM THE DESIGNER, MOST IN ORIGINAL PACKAGING.
AS STATED IN OUR AUCTIONS, ITEMS DO RUN SMALL... HOWEVER, IF THERE ARE NO ACTUAL MEASUREMENTS, YOU CAN USE THIS SAMPLE STANDARD US LADIES CHART TO FIND YOUR SIZE... if your unsure about your size (since sizes run small), we always advise a size up.
Please keep in mind... this is a SAMPLE APPROX. MEASUREMENTS.
|
GENERAL SIZING CHART |
|
|
Size |
Bust (in.) |
Cup Size |
Waist (in.) |
Hips (in.) |
Dress |
|
|
Small - SM |
32 - 34 |
A - B |
23 - 25 |
34 - 36 |
4 - 6 |
|
|
Small/Medium - S/M |
32 - 36 |
A - C |
22 - 27 |
34 - 40 |
6 - 10 |
|
|
Medium - MD |
34 - 37 |
B - C |
25 - 28 |
36 - 39 |
8 - 10 |
|
|
Medium/Large - M/L |
35 - 40 |
A - D |
26 - 31 |
37 - 44 |
10 – 14 |
|
|
Large - LG |
37 - 40 |
C - D |
28 - 31 |
39 - 41 |
12 - 14 |
|
|
X-Large - XL or 1X |
39 - 42 |
C - D |
31 - 34 |
41 - 44 |
14 - 16 |
|
|
2X |
42 - 45 |
|
34 - 37 |
44 - 47 |
18 - 20 |
|
|
3X |
45 - 48 |
|
37 - 40 |
47 - 50 |
20 - 22 |
|
|
4X |
48 - 51 |
|
40 - 43 |
50 - 53 |
24 - 26 |
|
|
One Size Fits Most |
32 - 38 |
A - D |
22 - 31 |
34 - 40 |
|
|
|
Please note: These are just approx. measurements as
many designer size charts vary. |
|
|
One Size fits most: average weight of 90 - 160 lbs. at average height of 4 ft., 10 in. - 5 ft., 10 in. |
|
|
|
Since most of our items run small, if unsure which size will best fit.. we always advise a size up. |
|
|
|
|
|
|
Useful information:
If customers have a general problem with their ebay account, please contact ebay customer support. Many ebay related questions can also be answered on the Q&A or Help Section on any ebay page: www.eBay.com
If your having a problem with your PayPal account, please contact their support at www.PayPal.com
If you need to trace your package, please visit the USPS website at www.USPS.com
Until next time...
Heather's Rack
) 
