Sale Periods and Discounts FINAL SALE POLICY:
All sale items marked down on the website are FINAL SALE. We do not under any circumstance accept returns/exchanges for these items. We try our best to note on our product pages product measurements and sizing recommendations to help you in your purchasing decision. If you have any questions regarding sizing and fit, please email email@example.com prior to your purchase.
For sales with discounts of 20% or greater, end of season sales, semi-annual sales, anniversary sales, and Black Friday/Cyber sales, ALL SALES ARE FINAL.
Do you offer price adjustments?
Unfortunately, we do not offer price adjustments on previously purchased items.
How do I track my order?
We generally ship next business day. During launches or sales, please allow us 3-5 business days (excluding weekends and holidays) for processing your order.
Once we ship your order, you will receive a shipment and tracking confirmation email. You may use that tracking number to monitor delivery status information.
Please note that the information available to Orcas Lucille is the same as what is available to you on the web via your tracking number.
What if my package gets lost?
Orcas Lucille is not responsible for lost or stolen packages. Once the package is in transit, we are no longer liable. If your package gets lost or stolen, we suggest calling your local post office with your tracking number for them to locate the package. If you believe it has been stolen, please call your local law enforcement to report the stolen package.
Can you change my order before it has shipped?
Due to our quick turnaround time, we unfortunately cannot change your order or add anything to your order after it is placed. It is best for you to place a separate order if you would like to add anything to your order. Please check your sizing and address carefully prior to completing checkout to avoid purchase mistakes.
What is your return policy?
We accept returns within 14 days of delivery for store credit only. Please visit our Returns & Exchanges page for more information. Due to our stock changing continually, we will not be accepting exchanges, as we cannot promise an item will be in stock by the time we receive your returned item. The best way to exchange is for you to do a return and receive store credit then place an order for the item you wish to exchange for.
BEFORE YOU SEND YOUR ITEMS BACK TO US, please email firstname.lastname@example.org with your order number for return instructions.
How long does a first class international package take to deliver?
We use various shipping services (usually USPS or UPS) depending on pricing. You can choose your shipping service during checkout. If you qualify for and choose Free Shipping, we will choose the best method for us. International deliveries generally take between 7-21 business days to arrive.
I am from outside the U.S., do I have to pay taxes and duties?
Yes. When you order merchandise from another country, you may be required to pay duties and/or taxes to bring that item into the country. It is your country’s sales tax. Please be mindful of duties and/or taxes prior to ordering since these fees are the responsibility of the customer. Orcas Lucille is not responsible for any customs duties, and we are not responsible for any delays due to customs. If you choose to not pay for customs, you will have agreed to forfeit the package. Orcas Lucille will not be responsible for providing refunds due to refusal to pay customs fees/taxes.
Please note some shipping services may assess additional brokerage fees on top of customs fees. Please be mindful of these charges as well before ordering internationally. Orcas Lucille is not responsible for brokerage fees charged by the shipping courier. If you would like to avoid paying brokerage fees, please choose and pay for the shipping courier you wish for us to use. As a precaution UPS has been charging high brokerage fees for packages entering Canada. If you wish to avoid this, please choose USPS at checkout.
Do you wholesale your products?
Yes, please fill out a Wholesale Account Request Form. You will be notified by email once accepted. You must have a resale certificate, or if international, you must have a business tax ID. For questions regarding wholesale, please email email@example.com.