FAQ: Frequently Asked Questions

Orders and Billing

Was I Charged Twice?

Your credit card will only be charged once when your order has been processed. Once you place an order your account will appear to have been charged. This is an account authorization to ensure sufficient funds and verify your account authenticity. If there is an issue contact your bank. Please only click the “Place Order” button once to avoid multiple authorizations.

I Get An Error Message When I Enter My Shipping And Billing Addresses. What’s Going On?

If you are receiving an error message, there may be a problem with your credit card information, billing or shipping address. The billing address should match exactly what your bank has on file. Please review all information closely and look for any typos. Also, try re-formatting the names and addresses in your billing information (this often solves the issue). 
If your shipping and billing address don't match we will send you a message to confirm that you placed the order. This is to protect both parties in each transaction.

My Order Won’t Go Through. What Should I Do?

If you continue to receive error messages, please contact orders@randandpluto.com 

I Need To Change Something On My Order. How Can I Do That?

Unfortunately we cannot make changes to your order once it has been placed. If you made an error please contact us immediately and we will look into it.

Where Is My Order Confirmation?

As soon as your order ships, you will receive an email confirmation to the email address you entered on your order.  If for some reason, you did not receive an email, please check your spam folder and add orders@randandpluto.com to your safe sender list.

 

Size and Fit

I’m Unsure About A Size Or I Have A Fit Question.  How Do I Find This Information?

Please see our Sizing Guide for general information on sizing.  If you still have specific questions about the fit of an item or measurement guidelines, please email orders@randandpluto.com

 

Returns and Exchanges

Can I Return Or Exchange Items That Were Purchased On Sale?

All final sale items cannot be returned or exchanged. For our full Return & Exchange Policy, click here.

How Long Does It Take To Process My Return?

Once we have received your package, your refund will be processed within 10 business days. You will be notified via email at the address listed on your account when this transaction has taken place.

Please note that your banking institution may require additional days to process and post this transaction to your account once they have received the information from us.

 

Shipping

When Will My Order Ship?

Most orders ship within 2 business days of purchase. Shipping times may vary due to availability of merchandise. Orders are not shipped on the weekends or holidays.

Am I Still Required to Pay Customs, Duties, Taxes?
Yes, all international orders may be subject to taxes and duties. These fees are charged by your government and are entirely separate from any shipping fees.