Policies and More
All processing times have increased due to material shortages and shipping delays and other COVID-19 related issues. Please expect delays on your orders. We are doing our very best to get everything out as quickly as possible. Please have patience with us as none of the delays are intentional.
HOURS OF OPERATION: Monday thru Friday from 9am-5pm MST. We observe all major holidays. We will do our very best to respond to messages that we receive outside of this time frame, but we cannot guarantee as fast of a response time. All messages will be answered in the order received.
Princess Pumps LLC is not affiliated with any brand. All names, logos, and/or trademarks are property of their respective owners.
- Order Processing -
PROCESSING TIME: All orders, big or small, are handcrafted to order. Please allow a minimum of fourteen (14) business days for assembly unless a rush fee is purchased. Exact assembly time on each model may vary. Please check the individual listing description for assembly timeframe.
RUSH FEES: Unless stated otherwise, all shoes are made to order and require approximately 14-20 business days to build prior to shipment. Rush fees are available if you need your order sooner. Rush fees are standardized, non refundable, non transferable and non negotiable. 1 rush per item. Princess Pumps LLC is not responsible for carrier postal delays of any kind. This include but not limited to, mis-shipment, incomplete or incorrect address, return to sender parcels, delays due to weather, parcel theft or failed delivery attempts.
LARGE & CUSTOM ORDER PROCESSING: Orders of four (4) or more items are considered 'Large'. Custom Orders include any non-standard colors, brands, sizes and/or decorations by customer request. This may result in increased assembly time. Please allow up to 40 days for assembly on all large and custom orders. "Need By" dates must be clearly specified during ordering. An amendment fee may be assessed if your "Need By" date needs to be adjusted.
ORDER DELAYS: Unintentional delays in order processing may occur during periods of high sales volume. Periods include without limitation: March-May and/or October-December. When this occurs, orders will be prioritized based on 1: rush fee purchased, 2: 'Need By Date' inputed into the "Personalization" box, 3: 'N/A' Status. If you are needing them within the normal processing time frame please put a Need By Date to ensure correct arrival. 'Need By' dates are not arbitrary and any items purchased as 'n/a' will be considered lowest priority.
- Shipping & Delivery -
CARRIER: All items are shipped by the United States Postal Service. Buyer may request the use of a different carrier PRIOR to purchase. Additional shipping charges may occur.
INTERNATIONAL SHIPPING: All international items are shipped standard via USPS International 1st Class for lightweight items, USPS Priority International for items 1lb or heavier. USPS Express International are available at additional cost.
CUSTOMS & VAT NOTICE: Strict limit of 4 pairs per order or a maximum of $400 total purchase price. VAT, import duties, taxes and charges are not included in the item price or shipping charges. These charges are the buyer's responsibility. Please check with your country's customs office to determine what these additional costs will be prior to purchase. These charges are normally collected by the delivering freight (shipping) company or when you pick the item up - do not confuse them for additional shipping charges. We do not mark merchandise values below value or mark items as "gifts" - US and International government regulations prohibit such behavior. Princess Pumps LLC is not responsible for any delays in customs. Please allow up to 6 weeks for delivery.
COVID-19 INTERNATIONAL SHIPPING: The COVID-19 pandemic is causing numerous shipping delays as higher parcel volumes and staffing shortages impact delivery times. At this time no postal carrier can guarantee on time delivery. Princess Pumps LLC is not responsible for any delays that may occur. We will not be able to help in the event of a delay. All packages will continue to move through the system as a slower rate.
ADDRESS CHANGES: For security reasons, we will ship only to the address provided at checkout. It is the buyer's responsibility to ensure the address is current, correct and complete. You must cancel your order and repurchase with the correct address in order to change your shipping address.
RETURNED TO SENDER PARCELS: If your parcel is returned to us by the United States Post Office for any reason, you will be required to fill out and submit a Parcel Reshipment Form before your parcel is reshipped. Repurchasing of postage may be required. We will hold your parcel for a maximum of 30 calendar days from the date it was returned. If you do not claim or submit for reshipment within those 30 days, we will consider that parcel abandoned and the contents vested back to Princess Pumps LLC. If you wish to cancel your order as the result of a Returned to Sender parcel, a 25% restocking fee will be assessed.
- Refunds, Exchanges & Cancellations -
a. Please contact us to request a return or exchange. All exchanges and returns are processed through our secure exchange form. A submission must be made in order to process a return. Items returned without a submission may not be processed.
b. EXCHANGE/RETURN TIMEFRAME: We offer a seven (7) day exchange/refund grace period from point of confirmed scanned postal delivery. Return requests made after seven (7) days may be eligible for store credit only.
c. ITEM CONDITION: Items must be returned in their original UNWORN condition. No exceptions. Our product tag MUST still be attached in order for us to process an Exchange or Refund. If the tag has been removed we cannot process the shoes as a Return or Exchange regardless of condition. This includes accidental separation. Reattached tags will not be accepted.
d. EXCHANGE FEE: A $5 exchange fee applies on all items over $25.00. Buyer pays for shipping of the returning pair and the replacement pair. Your replacement pair will be once again built with the highest quality possible. Exchanges are processed in approximately 14-20 business days.
e. REFUNDS & RESTOCKING FEES: All orders of $25 or more are subject to a restocking fee of 25% of the item value. Restocking fees excludes rush fees and/or shipping charges. Refunds are issued for 75% of total item value only, shipping costs and/or rush fees are non-refundable. To avoid any restocking fees, you may choose STORE CREDIT. Items returned after the seven (7) day return window may be eligible for store credit only.
f. STORE CREDIT: Store credit is equal to 100% total returning item value. No restocking fees are applied. Credits are issued upon item's return in the form of a coupon code. Codes are valid on both Etsy and princesspumps.com and do not expire. Codes are one (1) time use only. Coupon codes have no cash redemption value and cannot be exchanged for cash, nor can any cash advance be made on any portion of the value. Cannot be combined with other offers. Void where prohibited.
g. NO REFUNDS PERMITTED FOR THE FOLLOWING:
1) Personalized/customized items labeled as CUSTOM.
2) Items with product tag removed
3) Child sized shoes
4) Worn or used items
5) Items marked as CLEARANCE
6) All face mask items and accessories
7) Rush fees, restocking fees or amendment fees
h. RETURN LABELS: Princess Pumps LLC does not provide return labels for any returns or exchanges.
i. FACTORY WARRANTIES: Princess Pumps LLC does not manufacture any base shoes and is not responsible for any manufacturing defects that may occur. All original factory warranties are null and void.
PROMOTIONAL / PRESS PULL REQUESTS: All our products are made to order unless otherwise stated. Only ready built items are available for promotional work and are authorized solely at the discretion of Princess Pumps LLC. Items are on a first come, first serve basis and sizing cannot be guaranteed. Strict limit of 1 promotional item per person with a maximum value of $60.00. A $100 credit card deposit is required for any and all professional press pull items. Deposit will be returned when items are returned.
PRODUCT PHOTOS: All product photographs are stock. Variations in appearance may occur due to material availability and assembly method. All shoes are hand sparkled. Slight imperfections may occur.
Princess Pumps LLC is not affiliated with any shoe company, name brand or otherwise. All trademarks are property of their respective owners.