SHIPPING & RETURNS
How do I contact you with a customer service question?
Please email us with any concerns at email@example.com and we will respond as quickly as possible, typically within 1-2 business days. Our customer service department is available via email Monday through Friday, 8am-5pm CST, excluding holidays.
What size should I buy for my child?
Check out our Size Charts page for measurements or click the size chart link on the detail page for each product. For more information on how to measure your child, view our blog post: Smocked Auctions Sizing Information. If you have any other specific sizing questions we can help you with, please email firstname.lastname@example.org.
How do I participate in your Facebook and Instagram auctions?
Check out our How to Win page for all the juicy details about how to get the best deals on our products!
Do you have a Rewards Program?
Yes! We love our loyal customers. Check out our Rewards page to learn all the ways you can earn and spend your SA reward points. If you're participating in our social media auctions, please make sure to comment with the same email address each time so your reward points will accumulate in one account!
Do you have a physical store? Where are you located?
We do not have a physical brick and mortar store at this time. You can purchase our items directly from our website or bid in one of our social media auctions. Our Smocked Auctions headquarters is located in Dallas, TX. Twice a year we hold sample sales in Dallas and share the details on our Facebook page.
May I send you a picture of my sweetie pie in their new outfit?
Yes, please! We would love to see your adorable photos and maybe even feature your little one on our website or blog. Email your photo to email@example.com, post it on our Facebook Wall or tag us on Instagram (@SmockedAuctions and #smockedauctions). Please make sure you have the rights to share the image before submitting.
Do you ever need photographers?
We occasionally feature other photographers on our site. We would love to hear from you if you have photos of your customers in our products or if you would like to join our photography team. Please email firstname.lastname@example.org with examples of your work or a link to your website.
Can my child volunteer to be a Smocked Auctions model?
Yes! We have several photo shoots throughout the year and love using our friends, family and awesome customers to model our new products! If your child would like to volunteer, please email email@example.com with a picture, your city and your child’s gender, birth date and clothing size. We currently have opportunities for models in Jacksonville, FL and Dallas, TX.
What is my password?
If your first purchase with Smocked Auctions was during one of our social media auctions, you will have been issued a temporary password which you will receive via email. If you click through your "You won!" email you will be automatically logged in to your account without entering a password. You will have the opportunity to change this to the password of your choice upon checkout. You can also change your password at any time in your account. Click 'Forgot Your Password?' under the login box to reset your password at any time. (AOL users, please note that AOL often blocks our password reset emails. You may need to email our Customer Service team for assistance.)
What is the status of my order?
You can easily check the status of your order by logging in to your account and clicking on the My Orders tab.
Can I change or cancel my order?
We fill orders extremely quickly, so the time window for changes or cancellations is very short. Please email us if you need to make a change and if we can accommodate you, we absolutely will. Note: If you cancel an item purchased with a coupon code or special promotion, you may not be eligible to receive that discount again.
Why don’t I see my recent order in My Orders?
If you placed a bid during one of our social media auctions using a different account than you have used in the past, you will have a new account created with your new order. We suggest always using the same account when you comment so you can easily check the status of your orders and keep your rewards points in one place.
SHIPPING & RETURNS
When will my items ship?
All website and regular auction items will ship within 5-7 days of receipt of your payment, usually faster! Pre-order items have set shipping dates, which are listed next to the item details in your cart, on your order and on our Pre-Order Shipping Schedule page. All personalized items (monograms, embroidery, etc.) may take up to two additional weeks to ship. We want to make sure we get that darling personalization perfect for you!
What delivery methods do you use?
Standard shipping is provided through DHL, USPS First Class or Priority Mail, which typically takes 2-5 business days. Should you need your order to arrive earlier for any reason, please select one of the expedited shipping options at checkout (USPS Priority Mail or Priority Mail Express). Please note that it may take up to 7 business days to prepare your goodies for shipment, longer in the case of monogrammed items. Expedited shipping applies once your order leaves our warehouse.
Once items have been fulfilled and shipped by Smocked Auctions, it is the responsibility of USPS to get your items to you on time. If your package is not tracking or missing, we are happy to assist you in locating the package, but we suggest contacting your local post office or reaching out to your letter carrier as the first point of contact. Once an order is in the hands of USPS, they are responsible for missing, lost or damaged packages.
When can I expect to receive my Pre-order?
All pre-orders ship by the date stated on your order. If your shipment is still pending and the ship date has passed, please email firstname.lastname@example.org so we can research your order.
Will my entire order be shipped in one package?
Typically, yes, your order will ship in one package. However, if you have Pre-orders or Second Chance items on your order, those items will ship by the specified date or when they become available.
How do I track my order?
Log in to your account. Each shipment will have a link to click for tracking information. If your tracking notes that a shipping label has been generated but your order is not yet tracking for several days, please check if you have a monogrammed item on your order before contacting us. Shipping labels are generated for orders with monogrammed items before the order is sent to the monogrammer, so it may take up to 2 weeks from the date of your shipping confirmation email for you to see updated tracking on your order.
Do you ship to PO Boxes and APO/FPO addresses?
Yes! We ship United States Postal Service to PO Boxes and APO/FPO addresses. Please note that large packages or bulky items may not be able to ship to a PO Box.
Do you offer international shipping?
We currently ship to United States addresses only. If you need an international shipment, please email email@example.com.
What is your return policy?
Here at Smocked Auctions, we want you to find amazing deals and love everything you order! We do not accept returns, however, please know that if you ever receive an order that does not meet your expectations, we'll do our best to find a solution.
What happens if my order arrives incomplete, incorrect, damaged or defective?
We will work to resolve this problem immediately. Please email firstname.lastname@example.org so we can make it right.
SOCIAL MEDIA AUCTIONS
What is a social media auction and how do I participate?
Our auctions, held almost daily on Facebook and Instagram are the best ways to get amazing deals on our products. Now, this is not an auction in the sense that you bid on price, our prices are set and quantities are very limited. Winners are determined on a first come, first served basis depending on availability, so you have to be quick!
To participate, just jump on our Facebook or Instagram page at the posted auction time and comment with 'sold, your email address and size' under the items you like the most! Your comment is your “bid”. We’ll notify you immediately if you win. Learn all the basics about auctions on our How To Win page.
Can I shop without competing in an auction?
Not on Facebook or Instagram? Slow typer? Prefer a relaxed online shopping experience? Not to worry! Our website is open 24/7 and works just like other traditional eCommerce websites you may be used to.
However, our 500,000+ fans can’t all be wrong! If you’ve never tried out an auction, we invite you to join in on the fun! There’s something thrilling about competing for an adorable outfit at a great price and getting a big win makes it all worth it.
Monday - Friday: noon
Times are all listed in Central Standard Time (CST).
Occasionally we hold surprise sales and pre-orders as well. If you want to be notified of all the hot SA news, be sure to join our email list at the bottom of this page under "Get the Inside Scoop".
Will you post a sneak peek before the auctions?
Sure will - we can’t keep a secret! Preview pics are posted on our Facebook page the day of the auction. Follow us on Instagram, Pinterest and Twitter for exclusive sneak peeks there as well.
What sizes will you have available?
We typically carry 3m-10 for boys and girls, but size availability varies by item. Exact sizes and quantities for each item will not be revealed until the item is posted for sale. Check out our size charts to determine the sizes you need ahead of time.
I counted bids and thought I had won, but I didn't. What happened?
It’s tempting to try to count posts to see if you won an item, but you may not be able to see all bids due to some bidders’ privacy settings. You can always reserve a Second Chance at any items you did not win - they will be listed under the Second Chance heading near the bottom of your shopping cart at checkout. In the case someone ahead of you fails to pay for their item in time, it will go to the next person on the wait list. Your payment will be authorized at the time of checkout but will not actually be charged to your card unless the item becomes available and is being shipped to you.
How do I pay for the items I won?
We will email you a link to your online shopping cart. Simply click through the email, check your items and sizes for accuracy, add monogram information and complete checkout. You may pay using PayPal or a credit/debit card of your choice. You must checkout within 48 hours of your "You won!" email or your item may be sold to another buyer on the Second Chance waiting list.
What if I'm a winner and I didn't receive an email?
If you commented on an item and did not receive an e-mail notification of your win or an invitation to get on the wait list, please first log in to your account and check to see if the item is in your online shopping cart. If it is not, please email us at email@example.com and we will research your order. It is possible that your email address was mistyped in your bid and we need to connect the order to your correct account.
What is a Second Chance item?
Items in the Second Chance section of your cart are items that you placed a bid on during a social media auction but did not win. You have the opportunity to reserve a second chance on these items. By authorizing payment at the time of checkout you reserve a spot on the waiting list in case a bidder ahead of you fails to pay for their win. You will not be charged unless the item becomes available and is being shipped to you.