FAQ

When will my order ship?

All orders are processed and shipped within 48 business hours (excluding holidays and weekends). You will receive a confirmation email with tracking number once it ships. Don't forget to add customerservice@dirtyballerina.com to your email contacts to be sure our emails are not missed and sent to your junk box!

 

How do I track my package after it has been shipped?

You will receive an email order confirmation once your order has been received, in addition, a shipping confirmation email will be sent once your order has been shipped. This confirmation will include the tracking number for your package.


Was I charged twice?

When your order is placed, a temporary hold is placed on your account which you will see as a pending charge on your account. Once the temporary hold is removed, you will only be charged for what is shipped from our warehouse and the pending charge drops off of your account. Please note, your banking institution may require additional days to process and remove this transaction from your account.


Why do I get error message when I check out?

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.


I need to change something on my order. How can I do that?

If you need to change or cancel your order, please customerservice@dirtyballerina.com immediately. We generally process orders within 2-4 business hours (excluding holidays and weekends), and once our warehouse has processed your order, we will be unable to make any changes.


Why was my order cancelled?

Our team will reach out to you if we need more information to process your order. We will cancel the order if we do not get a response back within 3 days. Please add customerservice@dirtyballerina.com to your email contacts to be sure our emails are not missed and sent to your junk box!


Can I return or exchange items that were purchased on sale?

All items purchased on sale or marked down cannot be returned or exchanged. For our full return & exchange policy, customerservice@dirtyballerina.com.


What is your Return Policy?

We want you to love what you ordered, but if something isn't right, please see our policy below for returns and exchanges.

· Merchandise must be returned with the original receipt within 14 days of the receiving date

· Merchandise must not be damaged, worn, altered or washed

· Merchandise must have all tags attached

· Final Sale items may not be returned

· All accessories, including jewelry, cosmetics, fragrance, eyewear, belts, ties, headwear, gloves, scarves, handbags,bodysuits, swimwear and intimate wear, are FINAL SALE and cannot be returned for a refund or exchange

·When returning or exchanging shoes, please DO NOT use the shoe box as the shipping box. Please package the shoes in their original shoe box and then in the original shipping box and avoid defacing the shoes box with writing, tape, etc. Failure to do so may result in a $6.00 charge being applied to your return. Upon receipt of your return, we will process your refund within 7-10 business days. Return shipping charges are non-refundable.


How long does it take to process my Return?

Please allow up to 7-10 business days for your package to be delivered back to our warehouse. Upon receipt of your return, your refund will be processed within 7-10 business days (excluding holidays and weekends). You will receive a confirmation email once your return has been processed.

Why didn't I receive an order confirmation?

Your order confirmation may have made its way to your junk box! Please add customerservice@dirtyballerina.com to your email contacts so that you don't miss out on important messages from Dirty Ballerina.