Shopify Apparel Customer Support Knowledge Base41 Free Articles, Drop-In Ready

The right size depends on three things: your body measurements, the fit of the specific style, and your personal preference for how tight or loose you like your clothes.

Our size chart is at [your size chart URL]. We recommend measuring yourself with a soft tape measure — chest, waist, hips, and (for pants) inseam — and matching to the chart. If you're between two sizes, here's our rule of thumb:

• For relaxed/oversized fits: size down
• For slim/fitted styles: size up
• For everyday tees and basics: size down for a closer fit, size up for layering

If you're still unsure, send us your measurements and the style you're looking at and we'll give you a recommendation.

You need three measurements for tops and four for bottoms. Use a soft, flexible measuring tape and measure over a thin layer of clothing (or skin) for accuracy.

• Chest: Around the fullest part of your chest, under your arms.
• Waist: Around your natural waist (above your hipbones, where your body bends side to side).
• Hips: Around the fullest part of your hips and seat.
• Inseam (pants only): From the crotch seam straight down to where you want the pant to end at your ankle. Measure a pair of pants that already fits you well.

If you don't have a soft tape measure, you can use a string and then measure the string against a ruler.

[Your brand]'s sizing runs [true to size / slightly small / slightly large] based on customer feedback over the past year.

Specific guidance by category:

• T-shirts and tops: [true to size — most customers stay with their usual size]
• Pants and bottoms: [true to size in waist, runs slightly long in inseam — common feedback]
• Outerwear: [true to size, sized to layer comfortably over a sweater]
• Knits: [size down if you prefer a closer fit, true to size for a relaxed feel]

If you've ordered from us before and the fit worked, the same size in a new style should work similarly. If you're new, follow the size chart and we'll be glad to help with returns or exchanges if it's not right.

Yes. Our full size charts are at [your size chart URL]. We have detailed measurements for every category we sell, including:

• Tops (XS through [largest size])
• Bottoms (waist and inseam by size)
• Dresses (bust, waist, hip, length)
• Outerwear (chest and length)
• [Add any other categories]

If you're shopping a specific product, scroll to the "Size & Fit" section on the product page — every product has style-specific notes about how that particular piece fits.

Body type and proportions matter more than pure height and weight for finding the right size. Our size chart at [your size chart URL] is based on body measurements (chest, waist, hips, inseam), not height-and-weight ranges.

If you let us know:

• Your chest, waist, and hip measurements
• Your usual size in another brand you wear comfortably
• The specific style you're considering

…we'll give you a sizing recommendation specific to that piece. We'd rather help you get the right size on the first try than process a return.

[Style A] is cut for a [relaxed/slim/oversized] fit through the [shoulders/chest/waist], with a [longer/shorter/standard] length. It runs [true to size / size up / size down] in most customers' experience.

[Style B] is cut [tighter/looser/the same] through the [body area], with [length notes]. It runs [true to size / different recommendation].

Customers who own both usually wear [same size / one size up in Style A / one size down in Style B]. If you've found one that works for you, that's a useful baseline.

Pre-shrinkage and how a garment behaves over time depends on the fabric:

• 100% cotton: Most of our cotton pieces are pre-shrunk, but expect about [1–3]% additional shrinkage after the first 2–3 washes if you machine-dry. Air-drying minimizes this.
• Cotton blends (with polyester or elastane): Less shrinkage, generally under 1%, even with machine drying.
• Linen: Tends to shrink slightly after the first wash. We pre-wash our linen pieces, but always wash on cold and lay flat to dry.
• Wool and cashmere: Hand-wash or dry-clean only. Never tumble dry.

If you're between sizes and worried about shrinkage, we recommend sizing up — it's easier to live with a slightly relaxed fit than a too-snug one after the first wash.

[Customize: Our [brand] line is designed as [unisex / women's / men's / both, separately]. Specifically:]

• [Style or collection 1] is designed for [women / men / both, with separate cuts]
• [Style or collection 2] is [unisex — true to standard gender-specific sizing or unisex sizing chart]
• [Add as relevant]

If a style is unisex and you're a woman shopping a traditionally men's-cut piece, customers typically size [down one or two from their usual women's size]. The product page has specific notes when this applies.

International size equivalents vary slightly by brand. Our conversions:

• Women's tops: [US S = UK 8/10 = EU 36/38] (approximate; check size chart for exact measurements)
• Men's tops: [US M = UK M = EU 48/50]
• Bottoms (women): [US 6 = UK 10 = EU 36]
• Bottoms (men): [US 32 waist = UK 32 = EU 42]

These are starting points. We strongly recommend measuring yourself and matching to our size chart's actual measurements at [your size chart URL] rather than relying on label conversions, especially for fitted pieces.

Our general advice:

• Going up: Choose this if you prefer a relaxed fit, plan to layer underneath, or are between sizes on a fitted style (tailored shirts, slim pants, jackets).
• Going down: Choose this if you prefer a closer fit, the style runs relaxed (oversized tees, drop-shoulder sweaters), or you're between sizes on a knit that will give a bit with wear.

This varies by style — every product page has a "Size & Fit" note for the specific item.

If you're buying online and the price/return policy makes it sensible, some customers order both sizes and return the one that doesn't fit. Our return policy is [your return policy summary] so you can do this with [free / paid] return shipping.

We accept returns within [your return window, e.g., 30 days] of delivery on items that are:

• Unworn (other than to try on)
• Unwashed
• With original tags attached
• In original packaging

Items not eligible for return: [sale items / final-sale items / underwear / swimwear / customized items / etc. — customize this list].

To start a return, [your return process: visit URL, email us, log into account, etc.]. We'll send you a prepaid return label [if your policy includes this] or instructions for shipping the item back at your cost.

Refunds are processed within [your processing time, e.g., 5-7 business days] of receiving the return at our warehouse and go back to your original payment method.

Exchanges are processed as a return + new order. Here's how:

1. Start a return on your original order for the item you want to swap 2. Place a new order for the size or color you actually want — we recommend doing this right away so it doesn't sell out 3. Once we receive your return, we issue a refund to your original payment method 4. You're not double-charged — the new order and the refund balance out

If you'd prefer a direct exchange (we hold inventory for you, ship the replacement when we receive your return), email us at [your support email] and we can arrange that. Direct exchanges typically take [your timing] longer than the return-and-reorder approach.

We're really sorry. Please email us at [your support email] within [your damage-report window, e.g., 7 days] of delivery with:

• Your order number
• A photo of the damage or defect
• A photo of the original packaging (helps us figure out if it was a shipping issue)

We'll send you a prepaid return label and either:

• Ship a replacement at no cost (if we have stock), or
• Issue a full refund including original shipping

You don't pay return shipping on damaged or defective items, and we don't deduct restocking fees. This is on us.

[Customize based on your policy. Example default:]

Items marked "Final Sale" on the product page or at checkout are not eligible for return or exchange. Regular sale items (with a strikethrough price but not marked final sale) follow the standard return policy.

If you're unsure whether an item is final sale, check the product page before purchasing — final sale status is always called out clearly. If you've already received an item and you're not sure of its status, email [your support email] with your order number and we'll check for you.

Refunds process within [your typical timing, e.g., 5-7 business days] of your return arriving at our warehouse. You'll get an email confirmation when we issue the refund.

After that, the timing depends on your payment method:

• Credit card: Usually 3-5 business days to appear on your statement after we issue
• Debit card: 5-10 business days
• PayPal: 1-2 business days
• Buy now, pay later (Klarna, Afterpay, etc.): Per their own refund timing — usually 5-10 business days

If it's been more than [your timing + 10 days] and you don't see the refund, email us and we'll investigate.

Return: You ship the item back, we refund your original payment method. If you want a different size or color, you place a separate new order.

Exchange: You request a swap up front. We ship the new item once we receive your return. No new order needed.

Which costs less?

• For you: Exchanges and returns cost the same in shipping (whatever our return policy specifies — see "What's your return policy?"). The difference is timing and convenience.
• For us: Direct exchanges are slightly more work, which is why most retailers — including us — encourage the "return + place a new order" approach.

When to choose each:

• Return + new order is faster if you want the new size now (you don't wait for us to receive the return before the replacement ships) and is safer if you're worried the new size could sell out.
• Exchange is simpler if you don't mind waiting, and means you only deal with one transaction instead of two.

If you're trying multiple sizes ("bracket buying"), just return the ones that don't fit — there's no penalty and you keep the one that does.

Standard shipping within the [your primary region, e.g., contiguous US] takes [your standard transit time, e.g., 3-7 business days] after the order ships. Orders typically ship [your processing time, e.g., within 1-2 business days] of when you place them, except during peak periods (holidays, sales).

Expedited shipping options:

• [Expedited tier name, e.g., 2-Day]: [delivery time], [shipping cost]
• [Overnight tier name]: [delivery time], [shipping cost]

International shipping varies by destination — see your country's estimate at checkout. Typical ranges: [your international ranges, e.g., Canada 5-10 business days, Europe 7-14 business days, rest of world 10-21 business days].

You'll get a tracking number by email as soon as your order ships.

[Yes / Yes, to select countries / No, US-only]. We currently ship to [your country list or "all major destinations"].

International orders:

• May be subject to customs duties, taxes, and fees in your country. These are your responsibility and are charged by your customs authority on delivery — not by us.
• Cannot be returned for free; international return shipping is at the customer's cost unless the item is damaged or defective.
• Take longer than domestic orders. See "How long does shipping take?" for typical ranges.

If your country isn't listed at checkout, email [your support email] — we may be able to ship via a different carrier for an additional fee.

A few possibilities:

1. Tracking hasn't updated yet. Carriers sometimes scan a package as "shipped" before it actually leaves our warehouse, especially during peak periods. Give it 24-48 hours from the ship notification before worrying.

2. It's in transit. Most standard shipments take [your transit time]. If it's still within that window, it's likely on its way. The tracking link in your shipping email shows real-time updates.

3. It's stuck. If tracking hasn't moved for 5+ business days, the package may be stuck at a sort facility. Email us at [your support email] with your order number and we'll open a trace with the carrier.

4. It was delivered to the wrong address. Check the address on your order confirmation. If it's wrong, let us know immediately so we can try to reroute.

For lost packages confirmed by the carrier, we ship a replacement at no cost or issue a refund.

If we haven't shipped your order yet, yes — email [your support email] with your order number and the corrected address. We can usually update it if your order is still being processed.

Once we've shipped (you've received a ship-notification email), we can't change the address. You'll need to either:

• Contact the carrier directly with your tracking number to redirect (sometimes possible for an extra fee)
• Refuse delivery so the package returns to us, then we re-ship to the correct address (you pay the new shipping)
• Have it delivered to the wrong address and arrange to retrieve it locally

We process orders quickly, so the window to change an address is usually under [your processing time, e.g., 24 hours]. Reach out fast.

Specific care instructions are on the tag of every item, and we recommend following those exactly. General guidelines by fabric:

• Cotton: Machine wash cold, tumble dry low or hang dry. Cotton can take a hot wash but it'll fade faster and shrink more.
• Cotton blends (cotton + polyester or cotton + elastane): Machine wash cold, tumble dry low. These shrink less and hold their shape better than 100% cotton.
• Linen: Wash on cold gentle cycle, lay flat to dry or hang. Iron damp if you want it crisp; some customers prefer the natural rumpled look.
• Wool/Cashmere: Hand-wash in cold water with a wool-safe detergent (or use a "wool/delicate" machine cycle if your machine has one). Lay flat to dry. Never tumble dry.
• Polyester/Synthetics: Machine wash cold, tumble dry low. Avoid high heat which can damage the fibers.
• Denim: Wash inside out in cold water, hang or tumble dry low. Wash less often than you'd think — denim doesn't actually need to be washed after every wear.

When in doubt, cold water and air-dry is the safest combination for any garment.

Color longevity depends on the fabric and dye process. Here's what to expect:

• First wash: Always wash darks and brights separately from lights for the first 1-2 washes. Some bleeding in the first wash is normal, especially for deeply pigmented colors (black, navy, deep red, indigo).
• Long-term fade: Cold water + air dry preserves color best. Hot water + tumble dry will fade most fabrics over 20-30 washes.
• Direct sunlight: Avoid drying in direct sun for extended periods — UV will fade colors, especially deep blues and reds.

If your item bled significantly onto other clothes in the wash, email us at [your support email] within [your timing] and we'll discuss a partial refund or replacement.

Check the care tag — every item has specific care instructions. General guidance:

• Wool, cashmere, silk, structured tailored pieces: Dry-clean recommended for best results.
• Cotton, blends, basic knits, denim: Machine wash works fine; dry-cleaning is overkill.
• Items with embellishments (sequins, beading, metallic trim): Dry-clean to preserve the embellishment.

Dry-cleaning is generally safe for any garment that says "dry clean only" on the tag, and is overkill (but not harmful) for most everyday wash-care items.

We're really sorry — that's a packing error on our end. Please:

1. Email [your support email] with your order number, a photo of what you received, and a description of what you ordered 2. We'll send you a prepaid return label for the wrong item AND ship the correct item to you at no extra cost 3. You don't pay for return shipping on packing errors, and you don't pay for the re-ship

Turnaround is usually [your timing, e.g., 1-3 business days] from when you reach out.

Sometimes orders ship in multiple packages, especially if items come from different warehouses or one item is on a slight backorder. First, check:

1. Your order confirmation email — does it list the missing item as "shipping separately"? 2. Your shipping notification(s) — sometimes there are multiple tracking numbers for one order.

If your order confirmation shows the item was supposed to ship with the rest, email us at [your support email] with your order number and the missing item. We'll either:

• Confirm it's in a separate shipment with tracking info, or
• Ship a replacement at no cost

A few things to try:

1. Check the tracking number in your shipping email — sometimes there's a "Delivery exception" or "Out for delivery, attempted" note explaining the delay. 2. Check with neighbors / front desk / building management. Carriers sometimes leave packages with neighbors or in places that aren't obvious. 3. Check around your delivery location. Look behind bushes, on porches, anywhere a delivery person might place a package out of sight.

If none of those reveal the package and it's been at least [your buffer time, e.g., 2 business days] past expected delivery, email us at [your support email] with your order number. We'll open a trace with the carrier and, if the package is confirmed lost, ship a replacement or issue a full refund.

This is rare but can happen. Most common causes:

1. Email landed in spam. Check your spam/junk folder for an email from [your sender domain]. 2. Typo in your email address. If you might have mistyped your email at checkout, we wouldn't have been able to send the confirmation. 3. Payment authorization vs. actual charge. Sometimes a payment gets authorized but the order doesn't fully complete (a checkout error). The authorization releases within a few days.

To resolve, email [your support email] with:

• The email address you THINK you used at checkout
• The credit card last 4 digits (or PayPal email)
• The approximate time/date of the order
• The items you tried to order

We'll find the order in our system or confirm whether the charge was just an authorization that will release.

You can create an account at [your account URL] using the email address you used for any past orders — we'll automatically link them to your account.

If you've ordered before but never created an account, click "Forgot Password" on the login page and use your order email. We'll send you a link to set up access.

You don't need an account to place orders (guest checkout is always available), but with an account you can:

• View past orders and tracking
• Save shipping addresses
• Manage subscriptions (if you have any)
• Save items to a wishlist
• Start returns and exchanges directly online

Log into your account at [your account URL] → "Subscriptions" → "Manage" → "Cancel." Cancellation takes effect at the end of your current billing cycle, so you'll still receive any orders that have already been processed.

If you don't have an account or can't find the subscription, email [your support email] with the email address tied to the subscription and we'll cancel it for you. We'll send confirmation within [your timing].

We don't try to make you call to cancel. One email or one click in your account is enough.

We try to restock popular items, but it depends on the production calendar and demand. Specifically:

• Core/permanent collection pieces: Usually restocked within [your timing, e.g., 4-8 weeks] of selling out.
• Seasonal collections: Usually not restocked — once they're gone, they're gone for that season. Sometimes pieces return in similar styles the following year.
• Limited drops / collabs: Not restocked.

The easiest way to know is to use the "Notify me when restocked" button on the product page for the specific size and color you want. We'll email you the moment we have it back in stock — usually before it's broadly announced.

[Yes / No]. [If yes:] You can purchase gift cards at [your gift card URL] in denominations from [smallest] to [largest]. Gift cards are delivered by email and never expire.

Store credit is issued for returns of final-sale items (when we make an exception) and for various promotional reasons. If you have store credit, it shows in your account at [your account URL] and applies automatically at checkout.

[If you offer gifting services:] We also offer gift wrapping and gift messages — add at checkout.

The best ways to find an active promo:

• Sign up for our email list at [your signup URL] — new subscribers get [your welcome offer, e.g., 10% off the first order].
• Follow us on [Instagram / TikTok / your main channel] — we announce flash sales and codes there first.
• Check the banner at the top of [your site URL] — any sitewide promo is usually announced there.

We don't have a permanent code that works year-round. If you're seeing a code on a third-party coupon site, it may be expired or invalid — those sites scrape codes and often don't update them. The best source is our own channels.

If you placed an order and forgot to apply a valid promo, see "Do you offer price adjustments after I buy?"

[Customize per your policy. Common default:]

Yes, we offer one-time price adjustments within [your window, e.g., 14 days] of purchase if an item you bought goes on sale or you forgot to apply a valid promo code at checkout.

To request an adjustment, email [your support email] with:

• Your order number
• The item that's now on sale or the code you meant to apply

We'll refund the difference to your original payment method within [your timing].

Exclusions: price adjustments aren't available on final-sale items, flash sales of less than [your threshold, e.g., 24 hours], or stacked promotions (e.g., adjusting to a sale price AND applying a new-customer code).

Generally, only one promo code can be applied per order. The system will apply whichever code gives you the larger discount if you try to enter a second.

Exceptions where stacking does work:

• Store credit + promo code: You can usually combine — store credit applies first, then the code applies to the remaining balance.
• Gift cards + promo code: Yes, the code applies before the gift card is drawn down.
• Free shipping threshold + percentage-off code: Yes, both apply together because they're different mechanisms.

What doesn't stack:

• Two percentage-off codes
• A new-customer code on top of an existing sitewide sale
• Loyalty/rewards discount + promo code (one or the other)

If you're unsure whether a specific combination will work, email [your support email] before placing the order and we'll confirm.

[Customize per what you accept. Common default:]

Yes, at checkout you can split your purchase into [4 interest-free payments / 4 payments over 6 weeks / etc.] using:

• [Shop Pay Installments] — for orders [$50 to $30,000], 4 interest-free payments, no impact to credit score
• [Afterpay] — for orders [$35 to $1,000], 4 interest-free payments every 2 weeks
• [Klarna] — pay in 4 or pay in 30 days, no interest
• [Affirm] — longer-term financing for larger orders, interest may apply based on your terms

Returns processed for orders paid via installments are credited back through the same service. Your refund timing follows the installment provider's policy — usually [5-10 business days] to update.

If an installment payment fails, the installment provider handles collection — we don't get involved in their billing, but we can pause or cancel the order on our end if needed.

We accept:

• Credit and debit cards: Visa, Mastercard, American Express, Discover
• Digital wallets: Apple Pay, Google Pay, Shop Pay, PayPal
• Installments / buy now, pay later: [Shop Pay Installments / Afterpay / Klarna / Affirm — list what you accept]
• Gift cards and store credit: Apply at checkout
• [Your local options if any, e.g., Sezzle, Zip]

We do not accept:

• Checks or money orders
• Bank wire transfers (except for wholesale orders — see [your wholesale page] if applicable)
• Cryptocurrency

All payments are processed securely through [Shopify Payments / your processor]. We never see or store your full card number.

[Customize per your guarantee. Common default:]

Yes. We stand behind every piece we make. If a product fails due to a manufacturing defect within [your guarantee window, e.g., one year] of purchase, we'll repair it, replace it, or refund you — your choice.

What the guarantee covers:

• Seams coming apart
• Zippers, snaps, or hardware failing under normal wear
• Fabric pilling or shrinking beyond normal expectation
• Color fading well outside the expected range

What it doesn't cover:

• Normal wear (visible aging after extended use)
• Damage from accidents, misuse, or care instructions ignored
• Modifications by third parties (tailoring, dye, embroidery added after purchase)

To make a guarantee claim, email [your support email] with your order number (or approximate purchase date if you no longer have it), photos of the issue, and a brief description. We'll respond within [your timing] with next steps.

[Customize per your program. Common default:]

Yes — our [program name] rewards program is free to join and earns you points on every purchase.

How it works:

• Earn [X points per dollar spent]
• Earn bonus points for [signing up, your birthday, leaving a review, referring a friend, following on social]
• Redeem points for [discounts at checkout, free products, early access to drops]

Tiers: [If applicable — e.g., Silver / Gold / Platinum based on annual spend, with each tier unlocking higher point earnings, free shipping, early access, etc.]

To join, sign up at [your rewards URL] or create an account at checkout. Your past orders going back [your timing, e.g., 12 months] will be credited automatically if you sign up with the same email.

Questions about your point balance, missing points, or how to redeem? Email [your support email] with your account email and we'll take a look.

A pre-order means the item isn't in stock yet — you're reserving it ahead of production or arrival. Here's how it works:

• You pay at checkout when you place the pre-order (same as a regular order).
• The product page shows the expected ship date for that item. This is our best estimate based on production timing.
• You'll get a separate ship-notification email when the item is actually ready and on its way, which can be [days / weeks / months] after the order date.
• You can cancel a pre-order any time before it ships by emailing [your support email] with your order number. We'll refund your original payment method within [your timing].

If the expected ship date slips (production delays do happen), we'll email you with the updated timing and give you the option to cancel for a full refund if the new date doesn't work for you.

Returns on pre-ordered items work the same as regular returns — see our return policy.

[Customize per your supply chain. Example default:]

Our products are made in [list your manufacturing countries, e.g., Portugal, Peru, the United States, India, Vietnam], depending on the fabric and the technique each piece requires.

Specifically:

• Knits and basics: [Country / region] — chosen for [knitting expertise / cotton sourcing / etc.]
• Denim: [Country] — chosen for [wash and finish capabilities]
• Outerwear: [Country] — chosen for [structured construction expertise]
• [Add as relevant]

Every product page lists the country of origin in the "Materials & Production" section.

We visit our partner factories [at least once a year / quarterly / etc.] and audit for fair labor practices, safe working conditions, and environmental standards. See [your sustainability page URL] for more on how we work with our supply chain.

[Customize per your real practices. Example default — replace with your truth:]

We're [working toward / certified by / committed to] the following standards:

• Fair labor: Our partner factories are audited for living wages, safe working conditions, and no child or forced labor. We use [SA8000 / WRAP / Fair Trade / your certification] standards.
• Materials: We prioritize [organic cotton / recycled polyester / Tencel / linen / wool from non-mulesed sources / etc.]. [X%] of our materials are [certified / traceable / recycled].
• Water and chemicals: Our dye houses follow [ZDHC / Bluesign / OEKO-TEX] standards to limit harmful chemical use and treat wastewater.
• Packaging: Our mailers are [recyclable / made from recycled content / compostable]. We've eliminated [plastic poly bags / virgin plastic / etc.] from [X%] of our shipments.

We're not perfect and we're transparent about that. Read our latest impact report at [your sustainability URL] for specifics on what we've achieved, where we're still falling short, and our targets for the next year.