FAQ
Q: I’ve a question about my order, who do i contact?
A: For any questions, you can get in touch by email at jada@thesaltycowgirl.com
Q: My order was returned to you due to an address verification issue. What do I do?
A: Your order will be canceled and refunded when it is received back to us. If you wish to received your items will need to place the order again.
Q: I wish to return my item. How do I go about doing that?
A: Please visit the return information page located on the bottom of our website.
Q: Have you received my return?
A: Please allow up to 10 business days for your parcel to be returned to The Salty Cowgirl. We will send you a confirmation email when your return has been received and processed. If you haven’t heard any communication from us after the 10 business day timescale, please refer to the tracking information issued on your return label you created. If you've returned more than one order in the same parcel, please allow an additional 24 hours for all your returns to be completed.
Q: I have not received my item. What do I do?
A: If your tracking number states that you have received your item with a successful delivery confirmation, The Salty Cowgirl will not ship an additional replacement package. You may contact USPS with your tracking number should there be any discrepancies.
Q: Can I exchange an item?
A: We do not do exchanges. Our reasoning is simple. Our products are in high demand and if you send back the item you want to exchange, there is no guarantee we will have what you want at that time.
However, simply return your package by following the normal return procedure.
* Please note: Original shipping fees are non-refundable. Return shipping costs are FREE. A restocking fee of 10% will be assessed on orders that are refused by the customer at the time of delivery or returned due to an "un-deliverable" address. Customers will receive a GIFT CARD for their return minus a 10% restocking fee.
Q: Can I amend my order?
We’re super quick at processing orders to make sure that you receive them as soon as possible. You can amend your order as much as you like before you click “confirm & pay” but after this point you will be unable to make amendments to your order. In such case you can however, return the item to us in accordance with our return policy.
Q: I have seen an item but it no longer seems to be in stock?
A: We understand how frustrating it is that the item you are obsessing over is currently out of stock. We continue to advertise these items as we want you to know what we normally sell. We are always looking out for the hottest items and often restock/stock similar styles, which we are sure you will fall in love with.
Q: How much does shipping cost?
A: Shipping costs are calculated at checkout.
Q: Will I be charged customs and import duties in Canada or Australia?
A: The price of the items do not include customs and import duties which will vary from country to country. You may be required to pay these when you accept shipping of the items from your courier. If you refuse to accept shipping of the items you have purchased, the courier may return the items to The Salty Cowgirl. in the event this happens, The Salty Cowgirl may be required to pay additional charges to the courier in respect of the cost of return including customs and import duties that were payable by you. we will look to recover these costs from you by deducting the relevant amount from any refund owed to you.
Q: Can I use more than one discount code on my order?
A: Discount codes can't be used in conjunction with any other offer or promotion. Only one discount code is permitted per order.
Q: Why won't my discount code work?
Your Code: Have you entered the code correctly? Our codes are case sensitive, try copying and pasting the code into the promo code box just before checkout.
Expiration Date: Please look at the terms and conditions of the discount code to make sure this offer is still valid.
Eligible Items: From time to time we offer discount codes for selected items only and this will be stated in the terms and conditions of the discount code. To view the included items select the link provided on your newsletter/our site.
Unique Codes: If you are lucky enough to receive a unique code from us, please note that it cannot be used in conjunction with any other discount code and the code can only be used once.
Q: What happens if I forget to use a discount code?
A: Oops we are sorry to hear this! Once your order has been placed we are unable to manually add the discount. Please note that this discount may be used on your next order; check out the terms and conditions of the code.
Q: What is your complaint procedure?
A: Most of our customers have a great experience when shopping with The Salty Cowgirl. However, we know that there may be occasions where things can go wrong and you may wish to make a complaint.
We want to make this as simple and easy for you as possible and address your experience in a timely manner. We’ll always try our best to resolve complaints within 14 days of receipt. There may be occasions when this is exceeded, however we’ll continue to keep you updated on progress.
To make a complaint, please email to our complaints team.
E-mail: jada@thesaltycowgirl.com
Please include as much detail as you can, and include where possible:
- Your contact details
- Your order number
- The time and date of the incident
- Names of parties involved
- Details of the event
Once your complaint is received, one of our dedicated team will be assigned to your case and investigate this for you. They will then liaise with you directly to resolve your complaint.