FAQs

Can I exchange, send the wrong item, or have it missing?

Received the wrong style? Don't worry - we'll send you the right style, free of charge! We're committed to making sure you get your order as quickly as possible. Simply contact us through Live Chat and we'll send you the right style, free of charge. This offer is valid only on LillianGomez.shop and Warm Fleece Face Masks.

Why is my coupon code not working?

Coupon codes are valid for a limited time and can only be used once. Coupon codes may also come with specific conditions, such as minimum purchase requirements or seasonal restrictions.

How do I track my order?

US customers: You can track your order using the link in your shipping confirmation email. Please allow 24-48 hours after shipping for the tracking number to be available.

International customers: You can also track your order using the link in your shipping confirmation email. Please allow up to 48 hours for tracking information to be updated.

Once an order has been submitted, we are unable to change the quantity, size, or shipping method. However, there is a brief period after an order is placed during which we may be able to cancel the order or modify the shipping address.

If you have any questions, please contact us through Live Chat!

Why don't I have a tracking number?

Please check your order confirmation email and make sure you entered the correct email address.

Next, please check the spam/junk folder in your inbox. Please understand that we will send you two emails: The first is a receipt confirmation email. The second is a shipping confirmation email with the tracking number, which will be valid for 48 hours due to possible delays with our logistics company.

Where is my order?

Pre-order allows you to grab popular items before they are available, ensuring you don't miss out! For your convenience, we display the estimated time of arrival (ETA) for each pre-ordered item on our website. This way, you can stay informed and plan accordingly. If you have any questions about your pre-ordered items, please feel free to contact us through Live Chat.

When can pre-ordered items be delivered?

When your pre-ordered item will be delivered depends on the estimated time of arrival (ETA) provided on our website. Once the item arrives, we will ship it promptly. Please stay tuned for updates on the ETA and feel free to contact us via Live Chat if you have any questions.

Can you ship the remaining items first while you wait for the pre-orders?

Yes, we can ship the remaining items first while you wait for the pre-orders!

Return Policy

Unhappy with your SA product? You can return it for a full refund within 30 days. Click this link to process your return.

Full-priced items may be returned or exchanged within 30 days of shipment, except SA belts, straps, dog collars and leashes. Sale items may also be returned or exchanged within the same time frame.

Please note that we only accept returns on items that have not been worn, altered or washed. SA belts, straps, dog collars and leashes are not accepted for return.

Upon receipt of a return, SA Co. reserves the right to refuse a refund if the item does not meet our return policy requirements.

Shipping and handling charges for returns are non-refundable unless we made a shipping error. At this time, SA Co. only offers USPS return labels for returns within the United States. Customers returning from outside the United States are responsible for their own shipping costs.

How do I start a return?

Are you not satisfied with your SA product? You can return it within 30 days for a full refund. To start a return, please click this link.

International customers: Check out our Return Policy page for more information.

Can I exchange my item?

Yes, we are happy to assist you with your return! To get started, visit our Return Portal and follow the Return and Exchange steps. ➡️ Returns and Exchanges Feel free to contact us if you have any questions!

Is an item missing from your order?

If you believe an item is missing from your order, please contact our online support. All claims for missing items must be made within 14 days of delivery.

How do I wash my SA item?

Please check the label and make sure to always machine wash cold and air dry.

Flatten the brim

Rest and relax: After removing the hat from the packaging, place it on a dry, flat surface for a few hours. This can be done indoors or outdoors.

Add weight: If the brim still needs support, place a heavy object on it, such as a stack of books. Be sure to place a towel or cloth (of similar color) between the books and the hat to protect the hat.

Steam the whole shape

Gentle steam: Use a low steam setting and never spray steam directly on the straw. Use a barrier such as a towel or cloth (of similar color) to protect the straw.

Gentle shaping: After the straw absorbs the steam,Gently reshape by hand. Place it back on a flat, dry surface and add weights as needed.

Reshape the crown: If the crown collapses, steam iron it and place a towel or cloth inside the crown to support the sides until it dries.

Important Tips

Avoid contact with water: Do not saturate the hat or it will completely ruin the straw hat.

Follow the steps below and your straw hat will be ready for your next adventure in no time!

How long will it take for my order to ship?

Orders will be processed within 24 hours of receipt, including all orders received Sunday through Thursday (excluding holidays). Orders received on Fridays and Saturdays will be processed on Monday.

Please allow 48-72 hours for processing and shipping.

Shipping Times:

Standard Shipping: 10-14 business days

Priority Shipping: 7-10 business days

Once your order leaves our facility, you will receive an email with a tracking number so you can follow the progress of your order. Please note that once a package is shipped, we have no control over when it will arrive.

How do you handle out-of-stock orders?

Due to the high volume of orders, we rarely run out of stock. If this happens, we will notify you by email or phone of the estimated ship date for the out-of-stock product.

Do you charge sales tax?

We are required to collect state sales tax in most states based on rates set by state, county, and local governments, which are determined by the zip code of your shipping address.

If your shipping address is in one of these states, the applicable sales tax will be added to your total and displayed on the checkout page unless you request an exemption and the order is processed accordingly.

Do you ship internationally?

Yes, we ship internationally, but please be aware that dealing with customs can be difficult and duties/taxes may apply. Please review all of our international shipping policies so you are fully aware of the logistics policies in your country.

View International Shipping Policy

What countries does SA ship to?

SA currently ships internationally using DHL/USPS. You can see a list of countries on the International Shipping Options page:

View International Shipping Options

How much does international shipping cost?

International shipping costs are calculated based on a variety of factors, including desired delivery speed, the number of items you purchase, the weight of your items, and the country of destination. International shipping costs will be calculated at checkout.