FAQ
Customer Service FAQ
Contact Us
How can I contact Customer Service?
For questions regarding your online order, please contact our Customer Service team:
Phone: 310-763-0100
Email: customerservice@fifteentwenty.com
Shipping
Do you charge a shipping fee?
We offer the following shipping options:
- Free Economy Shipping on orders of $150 or more
- Expedited Shipping (2–3 Business Days): $19.95
- Express Shipping (1–2 Business Days): $29.95
Shipping rates are calculated before applicable taxes.
When will my order ship?
Orders are processed Monday through Friday and may take up to 72 hours to process before shipping. Once your order has shipped, you will receive a shipping confirmation email with tracking information.
Please note that we do not ship on weekends.
Can I expedite my order?
Yes. Expedited and Express shipping options are available at checkout.
- Expedited: Estimated 2–3 business days
- Express: Estimated 1–2 business days
Processing time still applies before shipment.
Do you ship to Hawaii and Alaska?
Yes. Orders shipping to Hawaii and Alaska are available via Expedited and Express shipping only.
Do you ship internationally?
Yes. International orders are available; however, delivery times may be extended due to import and export regulations.
Can you ship to a P.O. Box or APO/FPO address?
At this time, we are unable to ship to P.O. Box or APO/FPO addresses.
Returns
What is your return policy?
Fifteen Twenty accepts returns of unwashed, unworn merchandise with original tags attached within 30 days of receiving your order.
Items marked FINAL SALE are not eligible for return or exchange.
Shipping charges are non-refundable.
Returns that do not meet our return requirements may be denied.
Is there a return fee?
Yes. If you choose a refund to your original form of payment, a $10 return handling fee will be deducted from your refund.
How do I start a return?
Visit our Start a Return page to generate your return.
You'll receive:
- A prepaid FedEx return label
- A QR code for FedEx drop-off
- Return instructions
Pack your items securely with your return confirmation and drop your package off at any authorized FedEx location.
How long do I have to use my return label?
Your prepaid FedEx return label must be used within 14 days of being generated. After that, it will no longer be valid.
When will I receive my refund?
Once your return has been received and approved, please allow up to 15 days for your refund to be processed back to your original payment method.
Exchanges
Do you offer exchanges?
Yes. Fifteen Twenty offers free exchanges within 30 days of delivery on eligible merchandise.
Items marked FINAL SALE are not eligible for exchange.
How do exchanges work?
Your exchange order will automatically be created once your return is in transit with FedEx, and you'll receive a confirmation email.
Each item may only be exchanged one time.
If your exchanged item doesn't work out, you may return it for a refund to your original payment method. A $10 return handling fee will apply.
Please note that expedited shipping is not available for exchange orders.
Delivery Issues
What happens if my package is refused or cannot be delivered?
Packages refused by the customer or returned by the carrier will be credited for the merchandise and applicable taxes, less shipping and handling charges.
If you'd still like the item, you'll need to place a new order.
Order Cancellations
Can I cancel my order?
In-Stock Orders
Orders are authorized and processed immediately, so cancellations are not guaranteed. Please contact Customer Service at 310-763-0100 as soon as possible after placing your order.
If your order has already been processed, you'll need to return it following our return policy.
Backorders & Out-of-Stock Orders
If you need to cancel a backordered or out-of-stock item, please contact Customer Service. Once canceled, you'll receive an email confirmation.
If the order has already shipped, it must be returned according to our return policy.
Pricing, Payment & Refunds
What payment methods do you accept?
We accept:
- Visa
- MasterCard
- American Express
- Discover
- PayPal
- Klarna
- Shop Pay
- Venmo
- Apple Pay
Your payment method will not be charged until your order ships.
Are sales tax and refunds handled automatically?
Sales tax is calculated based on your shipping address.
Approved refunds are credited back to the original payment method used for the purchase.
Can I combine promotional codes?
No. Only one promotional code may be used per order.
Pricing Adjustments
Do you offer price adjustments?
Yes.
If Fifteen Twenty permanently reduces the price of a full-price item, you may request a price adjustment within 7 days of the original ship date.
The same color and size must still be in stock, and promotional or temporary sale prices are not eligible.
Please contact Customer Service at 310-763-0100 to request a price adjustment.
Account
How do I update my account information?
Returning customers can log into their account and select Account Information to update their personal details.
Fit Guide
Where can I find sizing information?
Please visit our Fit Guide page for garment measurements and sizing information.
Newsletter
How do I subscribe to the Fifteen Twenty newsletter?
Enter your email address in the newsletter sign-up form located at the bottom of our website to receive updates on new arrivals, promotions, and exclusive offers.