Customer Service

WE'D LOVE TO HEAR FROM YOU

If you need help, have a question or would like to provide your feedback, please use this page to contact us. Scroll down the page to read our frequently asked questions.

HOW TO CONTACT US

Email

Email: 
Reply within 24 hours

Phone

Phone: (858) 255-0589
M-F 10AM-6PM Pacific Time

Facebook Messenger

Facebook Messenger
Reply usually within hours

Address

Mailing Address
6755 Mira Mesa Blvd
Suite 123-400
San Diego, CA 92121

Are you interested in learning more about our company?
Read about Olga's Closet on our About Us page »

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Delight You with Outstanding Service

General Questions

General Questions

Order Help

Help with Orders

Website Feedback

Website Feedback

SHIPPING INFORMATION

What shipping methods do you offer?

We currently offer standard and expedited shipping through the United States Postal Service (USPS). Shipping costs are automatically calculated during checkout. All rates quoted include our USPS commercial discount and we do not charge any handling or packaging fees on top of our discounted rates.

For your convenience, we are working on integrating additional shipping options, such as UPS and FedEx, in the near future.

How much does shipping cost?

We now offer flat rate $6.95 domestic shipping on all website orders over $60!

Our flat rate $6.95 shipping promo will be shipped using the most economical service possible. All other shipping rates are calculated automatically during checkout based on your location and your order's total weight or volume. We utilize virtual 'box packing' software to provide the most accurate and economical rates. As a general guideline, shipping costs are as follows:

  • First Class Parcel $3.70-$4.50 (under 16 oz)
  • Priority Mail $6.95 and up (based on weight and distance)
  • Priority Mail Regional Rate $7.65 and up (based on zone/distance)
  • Priority Mail Padded Flat Rate Envelope $7.55 (any weight/distance)
  • Priority Mail Medium Flat Rate Box $12.80 (any weight/distance)
  • Priority Mail Large Flat Rate Box $17.60 (any weight/distance)

Do you ship to APO and FPO addresses?

Yes, we are happy to ship to APO/FPO addresses. Military mail is considered domestic mail by USPS even if the destination is in a foreign country. Please follow these guidelines when entering your APO/FPO address at checkout to minimize any delays.

Do you ship to U.S. Territories?

Yes, we can ship to Puerto Rico, Guam, or the U.S. Virgin Islands, simply enter your address at checkout. USPS rates for U.S. Territories are the same as domestic prices.

Do you ship internationally?

Yes, we can ship international orders, but our checkout system is not currently setup to provide shipping quotes to all international addresses. Currently we are setup for the United States and Canada only. We are working on adding this functionality, in the meantime if you are interested in placing an international order, please contact us.

Do you offer local pick-up?

The health and safety of our customers and team members is of the utmost priority. We have chosen to temporarily discontinue local pick-ups during the COVID-19 pandemic to safeguard workers and customers. Please contact us if you have any questions or concerns.

How long will it take you to process my order?

We take shipping very seriously and work hard to get orders out to you quickly so that you can start admiring and working with your fabrics right away. We have a dedicated shipping team and ship orders Monday thru Friday (excluding holidays).

We currently have a 3-5 business day turnaround time for us to cut your fabric and package your order for shipment. Most orders will go out sooner unless we have a heavy backlog of orders.

If you have a time-sensitive project, please contact us before ordering so that we can ensure that your fabrics will arrive in time to meet your needs.

How do I track my order and shipment?

You can check the status of your shipment by visiting the Track an Order page, or if you are logged in you can visit the Orders page of the My Account dashboard. The order status and any order notes/updates/tracking numbers will be displayed there.

We also send a shipment notification email with complete order and tracking information whenever an order is shipped. If you have not received your shipment notification email and it has been longer than 5-7 business days since you placed your order, please double check your inbox and spam folder for our email and add  to your Contacts/Whitelist to ensure delivery.

If after checking the order status you still have a question please contact us and we will be happy to look into your order status for you.

Do you combine shipping? What do I have to do to combine shipping?

Yes, we are happy to combine shipping at your request. Combining shipping not only saves you money but it is more responsible for our environment.

Please contact us to request an order hold, or simply enter your request in the Order Notes section of the checkout page. We can combine as many orders as you wish for up to 15 days and any overages you were charged for shipping will be refunded to your original payment method or an Olga's Closet store credit.

Can I place my order on hold to maximize shipping?

Yes, simply write in the notes on the checkout page that you would like to "Hold my order" or "Keep my box open" and we will not ship your order until confirmed by you. When combining orders, if there are any shipping charges that are not used, we will refund them back to you within 72 hours of shipping you order.

Will I be refunded if I am overcharged for shipping?

Yes, we pride ourselves on offering the most economical shipping possible. If we are able to pack your order into a smaller box with the same estimated delivery date, we will do so and refund the difference back to you. If it is not possible to ship in a smaller box but you still have room we may contact you to check if you would like to add more fabric to your order to fill your box.

ORDERS & RETURNS

How do I shop and place an order with Olga's Closet?

The Olga's Closet website is our primary storefront and provides you with the most comprehensive selection of our inventory. It is also the easiest way to shop!

Simply browse the fabric categories in our main menu or use the search bar at the top of every page to find fabrics you are interested in. Add them to your cart and enter your shipping and payment information at checkout to complete your purchase.

We also pride ourselves on offering additional tools to improve your shopping experience such as My Stash, Product Comparison, Save for Later and many fabric search filter options.

Do you offer any other ways to shop?

Yes, for your shopping convenience we also maintain listings on our eBay and Etsy stores. Please keep in mind that we may not offer as many fabric options on these 3rd party marketplaces. Price, shipping and other policies may also be different. Please refer to the guidelines and policies listed on each individual marketplace when ordering.

We also regularly post special member exclusive sales in our Facebook group.

Are payments made through your website secure?

Yes, all credit/debit card and Apple Pay payments are processed via Stripe, one of the most highly trusted online payment platforms in the industry. Our entire website also utilizes 256-bit SSL (Secure Socket Layer) encryption to protect your personal data from monitoring and tampering.

To increase security even further, credit card numbers and saved payment methods are never transmitted or stored directly on our servers. All sensitive payment information is handled directly by Stripe, a certified PCI Service Provider Level 1, which is the most stringent level of certification available in the payments industry.

Do you offer bulk/wholesale discounts?

Yes, we are passionate about supplying high-quality, affordable fabric to fellow small business owners. We are currently developing a system to accommodate Business Accounts on our site, but in the meantime please contact us directly if you are interested in making a discounted bulk/wholesale purchase.

What payment methods do you accept?

We currently accept credit and debit card payments from Visa, Mastercard, American Express and Discover, as well as PayPal, Apple Pay and Chrome Pay payments. For your convenience, we accept no interest pay-over-time payment plans through Sezzle.

How Sezzle Works
 

To learn more about Sezzle, click here.

If I return or cancel an item how will I be refunded?

When processing refunds we allow you to choose an Olga's Closet store credit or a direct refund back to your original payment method. All refunds processed more than 14 days after delivery of your order are only eligible for store credit.

Please allow up to 3-5 business days for refunds to be processed.

What is your return policy?

All cut-to-order fabrics are sold as-is and no returns will be accepted unless it is received in a not-as-described condition. If this happens, we truly do apologize. Simply contact us within 14 days of receiving your order and we will do everything we can to make it right.

We unfortunately cannot accept returns due to variances in expected color. We try our best to describe the condition and color of our fabrics as accurately as possible. However color names (ex: “blue” vs “teal” vs “royal blue” etc) and colors as represented by photos are subjective and may be interpreted differently depending on screen quality and viewing device. For projects where color is critical please ask for more details or additional photos before ordering.

If you are ever unhappy with your purchase for any reason, please contact us and we will do everything we can to make it right.

Olga's Closet reserves the right to limit returns or exchanges.

Will you restock fabrics after they go “out of stock?”

We try to restock popular fabrics when possible. However, many of our fabrics are hard to find pieces that may no longer be available. If you fall in love with a particular fabric on our site we encourage you to purchase it as quickly as possible.

If you happen to miss out or need more yardage of a particular fabric you've already purchased, please contact us and include the item number from your order details or packing slip to let us know. We will add it to our re-stocking list and try our best to obtain more stock.

Is it possible to see the fabrics in detail before ordering?

We photograph every piece of fabric we sell, which can be seen on its individual product page. We also encourage customers to share their own photos after purchase by writing a review directly on each product page.

In addition, Olga hosts a periodic LIVE Fabric Sale in our Facebook group. During the sale we show off all our new fabric inventory in detail and answer any questions you may have. The fabrics shown during the sale are all available for immediate purchase during the live video stream.

Will I receive the exact fabric I see in the picture?

Fabric photos on our website represent our general stock of the fabrics available for purchase. You will receive the exact same fabric shown in the photo, but it will be cut-to-order, usually from one of our large rolls.

For all fabrics we sell in our discounted Damage & Remnants category we try to include a detailed photo and description showing the exact condition of the fabric you will receive. If you are ever unsure about what you will receive, we encourage you to contact us first before ordering.

Can I come see your fabrics at the warehouse in person?

The health and safety of our customers and team members is of the utmost priority. We have chosen to temporarily discontinue local pick-ups during the COVID-19 pandemic to safeguard workers and customers. Please contact us if you have any questions or concerns.

Many of our new fabrics premiere exclusively during our periodic LIVE Fabric Sale or as a preview post in our Facebook group. After the members-exclusive sale the remaining fabric is uploaded to our website.

Be sure to join our email newsletter, our Facebook group and follow our Facebook and Instagram pages so that you will receive notifications and reminders when we have new fabric, promotions and discounts.

What if someone else wants the same fabrics I have in my cart?

Once you pay for your order at checkout, the quantities purchased are immediately deducted from our available inventory, preventing anyone else from purchasing those pieces. This means that if you are interested in a fabric that is limited in quantity and someone else also has it in their cart, whoever checks-out and pays first will receive it.

Please keep in mind, we do have inventory mishaps from time to time. If this occurs, we will contact you immediately letting you know that the fabric is no longer available (we may have run out, miscalculated, or found damage that was not noticed originally) and try to find a suitable replacement that meets your satisfaction.

Will the fabrics be cut with continuous yardage?

Most of our cut-to-order fabric inventory will be shipped as continuous yardage, cut from our large roll/bolt. Some fabrics are pre-cut or end-of-roll pieces, in which case we may not be able to accommodate continuous yardage for your desired quantities.

NOTE: Fabrics with multiple pieces will now display a dropdown select box which allows you to choose your desired yardage from all pieces available in our  inventory. Simply select a piece, add your desired yardage to the cart and we will cut your yardage off that piece, ensuring that you will receive continuous yardage on your order. When in doubt, please contact us prior to ordering to inquire about your continuous yardage requirements.

Do you offer rainchecks for sale prices that are sold out?

The quantities listed for sale on our website reflect our current stock levels. When a fabric is discounted, we are unfortunately unable to issue rainchecks if that particular fabric sells out.

If you need larger quantities of a fabric from our site, please contact us to inquire about placing a special order for your desired quantity. Special orders are not eligible for sale pricing and will be quoted at the regular price with bulk/wholesale discounting applied depending on the quantity ordered.

Still need help? Reach out on social media.

We'd love to help make your fabric shopping experience even better! Olga's Closet provides direct customer support through Facebook, Instagram and Twitter, plus receive participation from fellow community members.