FAQ

 

How do your sizes work?

This is a tough question to answer empirically! We carry a diverse lineup of brands, and they each have their own individual quirks. A size Small in Cynthia Ashby is usually the equivalent to a size Large in Prairie Underground, for instance. It makes creating a universal size chart a serious challenge. We work to provide specific measurements on every garment, but sometimes we miss a few. If so, simply email your request to info@evielou.com  and we’ll get back to you within a business day.

What are your shipping rates? 

For states east of the Rocky Mountains: $8 for orders under $399. 

For states west of the Rockies: $12 for orders under $399.

For all orders greater than $400, shipping is free. We've been forced to increase our shipping rates due to carriers' current pricing structure.

International shipments are $40, shipped via UPS.

How long does it take to receive my item?

Depending on where you are in the country, your package should be 3-7 business days in transit. If your order is received right before or during a holiday weekend, a transit delay will be likely; expect 5-10 business days in transit.

Unless expedited shipping is chosen at checkout, we cannot guarantee a delivery date.

Evielou.com is not responsible for delays due to shipper errors, whether they be due to weather, package misdirection, etc. If a customer supplies an incorrect shipping address, it is not EvieLou.com's responsibility to catch the error before shipping. 

I ordered on a Thursday, and paid extra for Two-Day-Air; why did my package arrive on Monday?

UPS should call this service Two-BUSINESS-Day-Air; because Saturday is not considered a business day, the package will always arrive on the following Monday. 

Do you offer in-store pick-up?

Yes. Simply use the code INSTORE at checkout, and you will not be charged shipping. Using this code tells us you will be picking up the item. If you later change your mind and would like an item to be shipped to you, shipping charges will apply.  

Can I drop my return off in your store?

Yes, as a courtesy, we can accept the merchandise in store that didn't work out, and it will be transferred back to our website headquarters within 5-7 business days. But please note that the return process can't happen at that moment, it will be handled in the order received at our shipping HQ.

Do you ship outside the United States? PLEASE READ THIS IF YOU ARE ORDERING FROM OVERSEAS!

Yes! We have a flat shipping rate of $40 to non-U.S. addresses. All international and Canadian orders are shipped via UPS, unless USPS is preferred; that preference must be stated in an email within 30 minutes of order placement. We will accurately list items and values on custom forms. We are unable to label items as "gifts" or misrepresent facts in any other way. Customers are responsible for local duties and taxes. We cannot estimate these additional charges. Please note that packages can often be delayed while clearing customs. Please contact your local customs office for more information. 

Any returns resulting from international orders must be returned at the customer's expense. Import taxes and duties cannot be refunded by Evielou.com; contact your local customs office for more information. If you refuse a shipment due to import taxes being owed on the shipment, we will deduct a restocking fee of 40 percent of your order total to recoup our own costs --your country will charge us the import duties that you are refusing to pay, and then charge us for the return shipping costs.

The tracking information says my item was delivered, but it was not. What should I do?

First thing -- please check your back door, under the doormat or with someone else in the household who might have picked up and put it somewhere out of sight. (This happens very often!) But if you've looked around, please reach out to us as soon as possible -- the faster we can file a lost package claim, the more likely it is that the carrier will find your package! Most items should be delivered within a week of ordering. If the customer takes more than three weeks to reach out to us about a lost package, evielou.com cannot guarantee resolution or restitution.

I don’t love my garment. What should I do?

We’re sorry your item didn’t work out. Our full return policy is listed here; but in a nutshell, you have 14 days to return an item to us, dating from the time it is delivered to your address, for a full merchandise refund. Shipping is non-refundable.

I do love my garment, but the size isn’t right. What should I do?

Yay, we’re halfway there! Simply shoot us an email at info@evielou.com and we’ll work with you to get you the right size. Shipping is free on all exchanges. 

Why is my purchase returnable for store credit only?

From time to time, certain brands or promotional items are returnable only for store credit. Each item that falls in this category will be clearly designated by a box, stating the terms, appearing under the size choice on said item. By using the specific coupon code provided, or by buying an item that clearly states this policy, you are agreeing to these terms. Email promotions, if applicable, will also clearly state this policy. If you have received a coupon code from a source other than directly from evielou.com, we suggest you contact us first to determine its veracity and any associated conditions.

Is there a real Evie Lou?

Yes! Evie is our owner’s niece. Right before the store opened, Kim and a then four-year-old Evie were out shopping, and Kim was treating Evie to a new dress. Evie narrowed down her choices to a frilly pink dress and one in gray jersey, and to Kim’s surprise, she went with the less elaborate dress. When asked why, Evie replied, “Me just wanna be comfy… but still look nice.” As that is the perfectly imperfect summation of what Kim wanted her store to be, she named the store in Evie’s honor.