Customer FAQ's

Our Products:

  • We sell clothing, shoes, accessories and other products from various brands. To see all of the products you can use the top navigation bar and click through the categories. You can also do a search for the brand or product you are looking for. Everything we sell (unless otherwise noted) is new authentic product that were carefully chosen by our team.

Purchase:

  • When you find a product that you like, click on the product to find out more information about the product. You can click on the photos to see different angles or zoom in. On the page you can see more information about the product such as color, size options, material, technology among other things. Don’t forget to click on size and color of an item before clicking buy.
  • Review the items in your cart by clicking on the shopping cart. It is possible to remove items from your cart by clicking delete.
  • Click on Finish Order to continue. Next your checkout page with your items and prices will appear. Follow the instructions to complete the purchase.
  • All prices are in US Dollars unless otherwise noted. Charges on your card can vary if purchasing from another country or in another currency.
  • An email message will be sent to confirm the receipt of your order and later another confirming payment and shipment.

First Purchase:

  • Pay attention and make sure that:
    1. The billing address is the same one that is on file with your bank.
    2. The billing name matches exactly with how it is written on the card.
    3. Your address and other information is filled out correctly. This includes your email and your phone number. This will help us contact you if necessary.
  • All orders are subject to analysis and verification of billing and shipping information. This verification, when necessary, will take place by phone in order to avoid any loss or fraud to our clients.

Sizing Information:

  • As sizes change from brand to brand and product to product, you can ask for sizing information from our representatives via email at customerlove@thedrop.com.
  • Did you buy something that doesn´t fit? What do you do now? Go to Returns and Exchanges to find out how to resolve your sizing problems.

Privacy Policy:

  • In order to complete your order and to improve your site experience by using this site you authorize TheDrop.com to collect certain personal data such as, for example, your name, address, and e-mail.
  • We use cookies in different parts of the site to make the site more attractive and to allow certain functionality. Cookies are small archives of text that are stored on your computer. We do not authorize or share your personal data obtained through cookies with third parties. You can configure your browser to block the use of cookies. In this case the full functionality of the site will not be available.
  • Upon using the site you agree with the use of data collected by Google for reasons previously described.
  • To send your order, it will be necessary to use personal data (name, address, phone number and email) and payment data (credit card) that will be used to complete the purchase.
  • All orders will pass through risk analysis and can be approved or rejected in accordance with the answer from the credit card companies and risk profile. Information and reasons for rejected purchases will not be shared with customers in order to minimize future fraud.
  • We are authorized to use your personal data for marketing purposes (email, newsletter, etc.). You can cancel your inclusion in these marketing programs along with any other communication with TheDrop.com at any time by sending an email to customerlove@thedrop.com, or at any other time using the link in your email.
  • We are authorized to transmit your personal data to third parties if required for legal compliance (for example, the federal data protection law) like in the case of transmission of information to authorities for legal prosecution.
  • The conditions and agreements for the sale of a product or products can be verified on the site: www.TheDrop.com. In accordance with federal law you have the right for information (free of charge) about the data that is stored by TheDrop.com and the correction, or elimination of this data. You can request at any time information about the quantity and use of the data. Please make your requests at customerlove@thedrop.com.

Purchasing:

  • Account Information: You can alter your account information at any time. Just log in and alter the desired information.
  • Shipping Address: You can change your shipping address at any time before the purchase. In order to protect our customers, the shipping cannot be changed for an order after the purchase. If you have questions contact one of our representatives.
  • Payment Methods: You can make a purchase using your Credit Card (Visa, Mastercard, American Express, Discover and Diners) or using Paypal.
  • Shipping options:
    1. The delivery window will vary in accordance with the city, state and the type of shipping you selected at the time of purchase. This window starts at the moment the purchase is authorized.
    2. The approval of payment can take up to 24 hours.
    3. Purchases approved by midnight will usually be shipped on the following business day. Different merchants can take longer to ship. If you want a more specific time for a certain merchant or product feel free to contact us at: customerlove@thedrop.com.
    4. The delivery will be sent in accordance to the rules of the site.

Product Recommendation:

  • Is there a brand you would like to see on the site? Did you search the site but couldn´t find a certain product? Send an email to customerlove@thedrop.com with your suggestion. Your help is essential to making the site more and more complete.

After you Order:

  • Track your Order: You can find the status of your order at any time. All you need to do is log in to your account and check your orders.
  • Delivery Times:
    1. The delivery window will vary in accordance with the city, state and the type of shipping you selected at the time of purchase. This window starts at the moment the purchase is authorized.
    2. The approval of payment can take up to 24 hours.
    3. Typically brands will take 24-72 hours to process and ship orders, but shipping times will vary depending on the brand.
    4. The delivery will be sent in accordance to the rules of the site.
    5. Deliveries will be made by third parties like UPS, FEDEX, US MAIL or DHL.
    6. The delivery could be made to third parties such as doormen or relatives living in the house.

Returns and Exchanges:

  • Items must be in new condition.
  • Items shipped by TheDrop.com can be returned within 30 days of receipt of shipment in most cases.
  • Tags and packaging must be intact and not damaged.
  • Clothing and other items must be unwashed and without signs of use or alteration (ex. altering the hem of a pant).
  • Without marks on the soles of shoes.
  • Some products may have different policies or requirements associated with them. Return policies for products with exceptions that are shipped from TheDrop.com will be listed on the products page. Items not shipped by TheDrop.com will be subject to the return policy of the individual seller.

Seller Return Policy

  • When you order from a seller your return will be sent back to the seller instead of TheDrop.com. Seller return policies may vary. You can view a seller return policy before you purchase an item by viewing the Returns and Refunds page of the Seller's profile page.

Warranty

  • If you feel that your product is eligible for a warranty evaluation by the manufacturer due to defect in its materials or workmanship, contact our Warranty Department.

Exchanges

  • Exchanges can only be made for identical items in a different size. If you would like a different item we will issue a refund so that you can purchase the new item.

How to Process a Return, Exchange or Warranty

  • In order to process a return you can send an email at customerlove@thedrop.com. When emailing be sure to include your order number, the item you would like to return and why.

Problems with Payment Approval

  • If there is a problem with your payment we will send you an email. With credit card purchases there are some problems that are more common.
  • Incorrect address: The billing address doesn´t match the address your bank has on file.
  • Insufficient credit: The credit limit does not meet the amount of the purchase. With debit card there is sometimes a daily limit or an online limit.
  • Online purchases are blocked: Sometimes the credit company will not allow online purchases.
  • Inability to contact customers to confirm account details.

Canceling your Order:

  • To cancel your order, you need only call our customer service team. We recommend calling as opposed to email. We deliver fast and with email precious time is lost.
  • Unfortunately, due to our shipping speed, and our relationship with partners it will be impossible to cancel most orders.
  • In cases where a cancel is requested but we are unable to fulfill the request you will be able to return the item for a refund.

Talk to Us:

  • Do you have a question that wasn´t answered here? Do you have a question about a certain product? Feel free to contact us at customerlove@thedrop.com.