Frequently Asked Questions
BUYERS GUIDE
How do I find my product?
To find the product(s) you're looking for, you may (1) use the navigation menus on the top, left & bottom of our website. (2) type a keyword into the SEARCH box. If you have any trouble locating a product, feel free to contact customer service for assistance.
How do I navigate the site?
To navigate this website, simply click on a category you might be interested in. Categories can be located using the dropdown menu across the top of the page. Categories are separated into boys, girls, vendor collections, preorder, new arrivals, and final call. For mobile users the menu categories can be accessed by clicking on the 3 lines in the top left hand corner of your mobile screen. You may also type a keyword into the SEARCH box to quickly find a specific product. You can find the search box by either clicking on the search icon located in the top right hand corner or by clicking on the search tab at the bottom of each page. If you have any trouble locating a product, feel free to contact customer service for assistance.
How do I use a coupon?
After adding items to your cart, click the "View Cart" link at the top of this site to view your cart. At the bottom of the shopping cart you'll see a box where you may enter your coupon code.
ORDER STATUS
Has my order shipped?
Click the "My Account" link at the top right hand side of our site to check your orders status.
How do I change quantities or cancel an item in my order?
If you have completed your checkout process and you need to change sizes, quantities, or remove items please email us at kolapopboutique@yahoo.com. Please note that once an order has been fulfilled/shipped, the order may no longer be changed.
How do I track my order?
Click the "My Account" link at the top right hand side of our site to track your order.
My order never arrived.
Click the "My Account" link at the top right hand side of our site to track your order status. Be sure that all of the items in your order have shipped already. If you order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered", please contact customer service for assistance.
An item is missing from my shipment.
Click the "My Account" link at the top right hand side of our site to track your order status. Be sure that all of the items in your order have shipped already. If you order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered", please contact customer service for assistance.
PRICING AND BILLING
Do I have to pay sales tax?
You only have to pay sales tax if you are located in the same state as our warehouse.
I have a question on my charges.
Click the "My Account" link at the top right hand side of our site to review your orders. You may compare your order history on our website, with your financial records. If you have further questions or concerns, please contact customer service for further assistance.
When will my credit appear on my account?
Credits usually take 7-10 business days from the time we receive your item(s).
When will my credit card be charged?
Your credit card will be charged within 24 hours prior to shipment of your item(s).
INTERNATIONAL ORDERS
Do you ship to my country?
Please create an account by clicking the "Sign In" link at the top right hand side of our site. During signup we'll ask for your shipping address details including country. If your country is not in the dropdown menu of available countries, unfortunately we cannot ship to your country at this time.
What are my payment choices?
During the checkout process you may choose any of our current payment options and continue to place your order. Please note that we will not ship your order until we receive payment from you.
When will my order ship and what are my shipping charges?
Shipping is automatically calculated prior to submitting your payment information. Simply add items to your cart and proceed to the Checkout page where you will be offered Shipping Method choices and their prices. We will ship your order shortly after we receive payment from you.
What is the return policy?
All international orders are FINAL SALE! Please be sure to check the sizing chart and order the correct quantities.
RENTERS GUIDE
How does it work?
Each rental is 4-5 days. Your dress will arrive approximately 2-3 days prior to your reserved date via priority mail which is included in the price of rental. Example of a typical rental: Day1 - Items arrive at your house. Day 2 - Style them and plan your perfect look. Day 3 - Photoshoot!! Day 4 - Package them up and return them.
Should I rent or buy?
Renting is always a great option for a quick photoshoot or a trip down an aisle for a wedding. If you are looking for a one time use, without the high price tag, renting may be the right option for you. We do not recommend renting for birthday parties, receptions, or anything where there may be potential for damage. We often have renters ask if they can buy a rental dress. Many of our rental dresses are hard to find and can no longer be replaced. Because of this reason we do not sell them. If you believe you may fall in love with the dress and want to keep it for sentimental purposes we recommend buying!
How early should I reserve an item?
Because some of our dresses are in high demand and our inventory is limited, we recommend reserving as soon as possible! Reserving your item early ensures that you get your first choice! We can only guarantee the rentals reserved and paid for in advance. Some dresses are reserved months in advance. We are happy to accommodate last minute rentals and are sure that we can find you something amazing in our inventory!
What happens if my event gets cancelled or I need to change dates?
We understand that things happen and we want to try to work with you the best we can! Unfortunately we cannot offer refunds on rentals. We will however be happy to give you a store credit for a future rental and we are also happy to change your date if need be. Simply email us at kolapopboutique@yahoo.com with any questions regarding date change/cancellation.
My items were wrinkled during shipping. What should I do?
Because of the delicate nature of the fabrics, items getting wrinkled during shipping is a completely normal thing! We recommend removing the dress from the packaging immediately and hanging. The dresses steam beautifully so if you have access to a steamer we recommend steaming them. Please be careful of the feathers as they can wilt and please do not iron the dresses. If you do not have a steamer simply hanging the dress in the bathroom during a hot shower can also do the trick!
How do I return my rental item?
Simply package it up the first business day following your photos/event and mail it back to:
Kola Pop
N61W23907 Sumac Lane
Sussex WI 53089
What if I don't return my items on time?
We understand that life gets busy. There are many times that our items are being rented back to back. Because of this we ask that you take care to return them in a timely manner. Items returned late will be subject to a $25 per day late fee.
What if damage or lose an item?
Please do not attempt to clean or repair the dresses before returning them. We handle all of the cleaning and we have a great seamstress to handle small repairs. Should the item be damaged beyond repair or lost/not returned you will be charged up to 200% of the market value of the item.
ADDITIONAL SUPPORT
For all other questions please email us at kolapopboutique@yahoo.com
