About Your Order

About Your Order

Can I call you about an order?

We love talking to our customers, but we try as much as possible to keep all conversations to emails and chat logs through our sales channels to avoid misunderstandings and making the order process more accurate and efficient.

 

What forms of payment do you accept?

We offer all the options available on Etsy, which includes PayPal and all major credit cards, such as American Express, Visa and MasterCard.

 

What if I have a problem with my order?

We are here to help in anyway we can. Just contact us directly at support@undernysky.com and we’ll answer pronto.

 

Custom Orders

Is there a minimum quantity amount for custom orders?

We require a minimum quantity of 25 units for custom orders.

 

How do I place a custom order?

Send us an email at yo@undernysky.com with the following information: 

  1. Measures (the average apron is around 37x26 inches)
  2. Material and color of the fabric
  3. How many units you want (minimum amount for custom orders is 25 units)
  4. Any details you find important (number of pockets, size of straps, for example)

We’ll then look for the material in the market and confirm the order with you once we find everything we need to start the production process. We work with seasonal fabrics, so sometimes it is difficult to find the exact fabric you want or to replenish our stock with the exact same material we had before. But if you are flexible with your options (like changing canvas for denim or sarge, for example) it makes things easier.

 

How much do you charge for a custom order?

It depends on what you’re ordering.

 

How do I pay for a custom order?

We charge you 100% of the price once we’ve confirmed the order, which happens only when we’ve gathered all the right materials for the production. In case you quit your order after we’ve produced it, we will refund you in 70% of the value. We retain 30% as a penalty fee. So be sure before you place the custom order.

 

Will you keep me in the loop while you produce my custom order?

Yes, absolutely. We’ll set some review dates to send you pictures of the sketches, materials and production process.

 

When will I get my custom order?

We set a delivery date at around 30 days after we’ve confirmed the custom order with you. Once we get the ball rolling, we really compromise with time because we don’t want to delay anything. Quality and time are really important for us. We buy all the materials, schedule and pay all the professionals in advance. For that reason, we ask clients to give us all details of their request at the beginning of the process.

 

Why so fast?

Doing things fast is the only way we have to offer custom products at a below-the-market price. Time for us is really important because our products are handmade and labor is expensive.

 

Why you won’t call me about my custom order?

We don’t call anyone about custom orders because we need to have all the info written down as a way of avoiding misunderstandings. Besides that, some of our sales channels, like Etsy, requires us to keep all conversations with buyers within their platform, in order to create a log that might help clarify things in case of dispute.

 

What if I give up on my custom order after it’s been produced?

In case you quit your order after we’ve produced it, we will refund you in 70% of the value. We retain 30% as a penalty fee. So be sure before you place the order.

 

What if I want to make an alteration to my custom order after you’ve produced it?

After we finalize the production of a custom order, we don’t accept alteration requests. Our aprons are ready for retail, and although we can’t make alterations you will see how easy it is to adjust it yourself the way you want.

The reason we don’t accept alterations after your custom order is produced, is because we move fast, so all details of the apron you want must be decided in the beginning of the process. We buy all the materials, schedule and pay all the professionals in advance. Any alterations after that would require more material and more labour, which means more costs and more time for you and for us.

 

What if I really REALLY want my custom order to be altered after it’s produced?

If you do insist in the alterations, we will need to review the costs and time.

 

Bulk Orders

Do you accept BULK orders?

Yes, we do.

 

What is the minimum quantity for BULK orders?

We accept BULK orders of a minimum of 5 units of the same apron.

 

What is the standard discount for BULK orders?

5% of the sale price.

 

Collaboration

Collaboration opportunities?

So you have an idea? Send us an email at yo@undernysky.com and let’s talk about it.