Cart 0

Frequently Asked Question

Order Status and Shipping information

-------------------

Where is my order?

Click on this link https://deadlygirl.com/apps/trackorder and enter your email or order number. After you click "Track my order" give the system about 5 - 10 mins to gather the tracking data then simply refresh the page at which point you can see the status of your order and the tracking information.

Just keep in mind that the system is sometimes a little slower than real time so it can take up to 10 days after the purchase before the tracking information is available although most of the time it's available in 2 - 3 days. 

I ordered 2 things but only received 1? Where the heck is the other item? 

Not to worry sometimes items are shipped in separate packages because of availability, different manufacturers etc. Your other item(s) will be delivered shortly. 

When can I expect my order to be delivered?

Delivery depends on where you're ordering from. Please see this link for estimated delivery times. https://deadlygirl.com/pages/shipping-policy/

I keep checking my tracking status and my order isn't moving! Whats going on?

When it comes to international shipping tracking updates are not always frequent or consistent. This is perfectly normal. I see orders go without tracking updates for 30 days or more all the time. There are a few reasons for this, one is the order changes carriers sometimes several times which causes logistical delays. Another reason is simply because employees don't always scan the tracking bar-codes as they should. I have even had packages arrive safe and sound to the customer without a single tracking update. That's pretty rare, but it has happened.

One of the most common reasons that your order is not moving is because it is being held by customs for inspections and such. This is completely random and just another aspect of international shipping. 

My tracking number shows that my order was delivered but I didn't receive it? 

1.) Please confirm that you listed the correct shipping address

2.) Check with other family members and neighbors to make sure someone didn't bring it in or set it aside on your behave.

3.) Call your post office and explain the situation to them being sure to give them your tracking number.

4.) If you've done all of the above and it's confirms that your package is missing or stolen please call your local law enforcement office and request a police report for "Theft of Mail"

5.) File a complaint with the post office here: https://postalinspectors.uspis.gov/forms/MLNtRcvd.aspx

6.) Contact our customer support at gothicgarb@gmail.com and please provide us with the following information:

             a. Your order number

             b. Your shipping address

             c. The police report number / a scanned copy is even better

             d. The contact number for your local post office

Once we receive all the information listed above we will confirm with the post office and review the police report. After we have looked over everything we'll make a decision regarding issuing a replacement item(s). Under no circumstances will a refund be issued.

I placed an order already, but I just realized I want a totally different size than what I ordered, can I change my order?

We typically don't change or adjust orders once they've been placed because we use an automated process to fulfill orders and have them shipped out as quickly as possible so the window to change an order is almost too small for it to even be possible, but we do look at these on a case by case basis. Sometimes we are able to change them before the order is process and shipped, but sometimes were not. Please send an email as quickly as possible to gothicgarb@gmail.com.

I made an error entering my shipping address and the package has already been shipped! Please help.

Unfortunately, this is something beyond our control. You and only you are responsible for the shipping address you provide. We us an automated system that copy and pastes exactly what you list as your shipping address. With that, we can not accept any responsibility for customers listing incorrect information. No refunds or replacements will be given. In this situation I would advise you to contact your post office as soon as possible for guidance.

Q. My tracking information is saying it's been "Returned to Sender"?

A. All customers are responsible for providing an accurate shipping address and monitoring their order(s) while in transit as important updates are often added to the tracking information. I.E. "Delivery failed - package is waiting at the local post office for the next XX days before it's returned to sender."

Deadlygirl.com is not responsible for unsuccessful deliveries to incorrect shipping address provided by the customer on the order page. Deadlygirl.com is not responsible when customers fail to accept orders or fail to retrieve orders from the post office that are listed as "Unclaimed". With that, no refunds, credits or replacements will be issued in these situations.

All international customers must check the estimated shipping times and monitor their order while in transit.

Customer must monitor their order while in transit as important updates are often added to the tracking information. I.E. "Delivery failed - package is waiting at the local post office for the next XX days before it's returned to sender." Deadlygirl.com is not responsible for packages delivered to the correct shipping address listed on the order page but the customer fails to accept the package or pick the package up from the local post office. With that, no refunds, credits or replacements will be issued in these situations.

About DeadlyGirl.com

-------------------

Where are you located?

We're an eCommerce store that deals exclusively online we don't have a physical storefront.

Where are the products shipped from?

Most are shipped directly from the manufacture in China, but please check the product page because we have been working with some USA fulfillment centers to speed up the shipping process.

Is it safe to put my credit card number into this website?

Yes, it is. We don’t store any of your credit card information (that’s handled by our payment processor, Stripe, the best in the business) and we will never share your personal information with anyone else. Truth be told, we don't even have access to your credit card information so it'd be pretty difficult to steal.

What's your privacy policy?

We will never share your information with any third party. Who is a third party? Well the first party is us, and the second party is you. So a third party is anyone other than us and you. See privacy police here: https://deadlygirl.com/pages/privacy-statement/

Order Cancellations and Returns

-------------------

I just placed an order and I want to cancel it! What do I do?

We typically don't cancel orders because we use an automated process to fulfill orders and have them shipped out which is extremely fast so the window to cancel an order is almost too small for it to be possible, but we do look at these on a case by case basis. Sometimes we are able to cancel them before the order is process and shipped, but sometimes were not. Please send an email as quickly as possible to gothicgarb@gmail.com.

The item I ordered is damaged or defective, how can I return it?

Please send an email to customer support within 30 days at gothicgarb@gmail.com be sure to include photographic proof of the damage or defect and they'll give you further instructions on returning the item and getting you a replacement. Just make sure and include your order number. 

The Coat I ordered is way too small? How do I exchange it?

Being that the item is shipped directly from the manufacture in China it's not economically feasible to simple return the coat and have it exchanged. It would cost the customer nearly more than what they paid in shipping alone. With that, we don't accept exchanges for sizing issues. What we do is have you keep the original coat and we provide you with a custom promo code that will allow you to purchase a different size at 50% off with free shipping. This is actually below our costs so we share some of the burden. This is actually a much cheaper route than having the customer cover the shipping cost for returning the item for an exchange.

To prevent this from even becoming an issue we clearly provide sizing charts and information directly on every product page so the customer can verify the exact size they need before ever placing an order.

Payment Information

-------------------

Why don't you accept Paypal?

We only use our own payment system, which works fantastic. We accept all four regular credit cards: VISA, MasterCard, AMEX, and Discover.

Will you accept BitCoins, CyberBeans, or I.O.U's?

Definitely not.