Customer Care

SHIPPING

Our handmade items usually takes between 5 to 10 business days for processing. Once your order has been processed, your item(s) will be shipped within 48 hours. Orders are not shipped or delivered on weekends or holidays. Shipping rates are determined by weight and destination at point of purchase. 

Free domestic shipping for all orders over $100. Free international shipping for all orders over $200.

All orders (domestic and international) are shipped via USPS/ Fedex/ DHL / TNT/ SF express service.

Shipping costs are non-refundable, and INTERNATIONAL CUSTOMERS ARE RESPONSIBLE FOR ANY DUTIES/TAXES THAT MAY APPLY.

 

DOMESTIC RETURN POLICY
  • We are glad to refund full price, unworn, unwashed merchandise and with original tags attached.
  • Any items with stains, marks, smears or tears in the fabric or tags removed cannot be returned. Any coats without the original garment bag cannot be returned
  • You can announce such right in an expressed statement sent to us by using the return portal here within seven (7) days starts from the date your package is delivered. 
  • Once your return is approved. You shall send back the item to us without delay, but within seven (7) days starts from the date that your return or exchange is approved. 
  • After the return/exchange deadline, all sales are FINAL. No price adjustments. All sales final on sale merchandise, private sales, markdowns, jewelry, swimwear, lingerie, books, gift certificates, and fragrances. Thanks for understanding.
  • All Made-to-Order items and merchandises marked as FINAL SALE are not eligible for return or exchange. 
  • Gift with purchase has to be returned together with the original purchase. 
  • If any products related to any promotions are returned, the value of the offer will subtracted from the return credit.
  • Exchanged orders can only be returned for another exchange or returned as store credit.
  • We reserve the right to deny refunds if merchandise returned does not meet our return policy requirements.
Please request your return here.

Note:For all returns, we deduct $9.9 per label to cover shipping and restocking. 

 

REFUND 

  • Please allow up to 14 days for your refund to be processed and up to two billing cycles for the return to appear on your credit card statement.

 

DEFECTIVE , MISSING OR DAMAGED PRODUCT

If you receive a defective or damaged product, please notify us at info@310mood.com within 48 hours of delivery and we will gladly send you a new one!  If you do not notify us of a defective or damaged product, we will assume the product was not damaged or defective when you received it.  If a damaged item is returned without notifying us of the damage, we will not be able to process the return.

 

DOMESTIC EXCHANGE

Please email info@310mood.com if you would like to do an exchange. 

 

MADE TO ORDER

  • Please email info@310mood.com to start your Made-to-Order purchases.
  • All Made-to-Order items are not eligible for return or exchange. 
  • Made-to-Order items take 10 - 15 business days to process
  • For Made-to-Order purchases due to the bespoke nature of this service, you have 24 hours to amend the size or other details of the item. 

 

LATE RETURN

Returns outside the timeframes may be accepted at discretion of 310MOOD and may only be refunded as store credit. 

 

INTERNATIONAL RETURNS / EXCHANGE

We do NOT offer returns or exchanges for international orders. International orders are orders shipped to countries other than the US.

 

SERVICE DELAY

310MOOD is not responsible for unexpected shipping delays caused by circumstances such as severe weather or natural disasters. Similarly, we are not responsible for unexpected shipping delays caused by circumstances related to the courier itself, such as clearance delays. In cases such as these, please directly contact your courier with any inquiries about the status of your package.

 
FAILED DELIVERIES & RETURNED PACKAGES

In the case that FEDEX/USPS/DHL/UPS/TNT is unable to deliver a package due to an incorrect address entered by the customer, the customer’s refusal to pay duties, multiple failed attempts to reach the customer at point of delivery, or otherwise, 310MOOD is not responsible for payment of return shipping costs levied by the courier. Similarly, 310MOOD is not responsible for payment of re-shipping merchandise to the customer. In cases such as these, the customer is responsible for all shipping costs associated with returned packages due to failed delivery. It is customer's responsibility to be aware of the specific import restrictions for your country. If the package is refused or destroyed due to customs rules, 310MOOD will NOT be able to refund your order or offer a replacement at no charge.

 

TAXES AND INTERNATIONAL SALES
Please understand that 310MOOD cannot be held responsible for delays occurring due to shipping provider, misstatement of your shipping address, damages that occur during shipment and the final destination’s customs. If client is shipping to a destination outside the US, on top of 310MOOD shipping cost, tax, customs and import duties will be levied by the client’s local government. All additional taxes and fees are the responsibility of the client. This can range from 20% to 40% of the order value. Residents of Illinois will receive a 6.25% sales tax on their purchase. Sales tax is not charged on the purchase of gift cards.   

 

PRE-ORDER
When you pre-order with 310MOOD, you are pledging to purchase merchandise that is yet-to-arrive. In this way, you are securing yourself a desirable item in advance. Pre-order items are shipped soon after they arrive at 310MOOD. An item’s estimated delivery date is determined solely by their production schedule. (You may email info@310MOOD.com for the estimated arrival date) Due to varying delivery dates, each item must be purchased separately, so as to allow for immediate shipment upon the individual item's arrival. Please note that pre-orders are shipped on a first-come, first-served basis; 310MOOD will ship items to customers in the order in which they were initially placed.  

 

STORE CREDIT

Store credit will only be issued as a gift card in the currency used to purchase your order. Gift cards can only be used towards purchases made in that same currency. If you currently have a gift card in USD $, that credit will be available to you in the purchase currency of your choice. Available gift card credit will be displayed during the checkout process and can be applied to your next order.

The store credit will remain valid for six months from the date it is issued. Orders placed by using store credit or gift cards can be refunded by store credits only.  

 

PRICE ADJUSTMENT
If previously purchased merchandise is marked down within five (5) days of the original order date, 310mood will adjust the price of an item, once.
  • To receive a price adjustment,  email info@310mood.com
  • Please include your original order number with your request. 
  • Eligible refunds will be applied to your original form of payment.