FAQ

General

How many outfits should I order?


Totally up to you! Some of our customers go away for a long weekend, some splurge on a two week getaway, and some use our services for work trips. If you can't do all new clothes for your trip, don't worry. Our outfits are interchangeable so you can mix and match to get different looks with only a few new items. Be sure to refer to your Look Book for help! If you're needing a whole new look or just one outfit for your special night out in a new city, simply tell us what you're looking for in your Style Profile, how many nights you'll be away, and what activity you need styling for! We will customize your package accordingly.




Can I request specific pieces?


You can leave us a message in your Style Profile if you’re searching for a specific item of clothing or accessory you’d like to pack. For example, please let us know if you’d love a lightweight black coverup and then we can choose the best piece for your style.




What if I want to pack some of my own stuff?


If there is an item you currently own that you would like us to incorporate, simply upload a picture of that item in your Style Profile so we can style your outfit accordingly. For example, a lot of our client’s own comfortable shoes that are great for walking around all day in a new city. We’d be happy to find a place for them in your outfit!




What kind of clothing can we expect to receive?


Since our customers are traveling all over the world, we’ve partnered with a variety of different brands who adhere to all the different climate and culture you may experience while you’re away. Whether it be hiking gear for your trek to the mountains, a new swimsuit for your afternoon scuba diving, or lightweight stylish dresses for your tour around a new city, we have anything you may need to feel comfortable and confident on your next trip!

It is very important to us to source from clothing and accessories we ourselves would be proud to wear. That's why almost all of our outfits are eco-friendly, fair trade, and made by brands who give a portion of their proceeds back to social good.




How much does it cost?


We charge a one time $25 styling fee for the initial hours it takes hand selecting your items from our vendors, styling your outfits, and shipping them out. Once you receive your looks, we will charge for the price of the items you love using the payment method you entered for your Styling Fee. We will not charge you until we receive your returned items. Please see our Return Policy section for more details.





Scheduling & Shipment

How soon should I order my outfits before I leave on vacation?


To ensure you receive your package in time, with enough time try everything on before you leave for vacation, we suggest you place orders two weeks ahead of time. Of course, if you want to begin your styling services even further out before your trip, the sooner the better! This gives you time to exchange an item in case you receive something that doesn't fit or you don't like.




Where can I see and track my shipment so I can ensure I receive it before I leave for my trip?


We will send tracking information via UPS with an email confirmation and estimated date of arrival. If you don’t receive an email with your tracking information, please reach out to our Support Team via email or phone. We recommend setting up a UPS My Choice account to ensure your package is received on a date and time that works for you.




Can I change my shipping and delivery options?


Yes! If you need expedited shipping before you leave for your trip, let UPS or our Support Team know. Additional fees will apply. If you need to schedule your package to be delivered on a certain day, we recommend setting up a UPS MyChoice Account in order to better customize your options. If you live in a shared building or apartment, you may request a Signature Required delivery or additional security options via UPS MyChoice.




Do you ship internationally?


Currently we only ship in the continental U.S. but are hoping to expand in the near future!





Returns

What is your return policy?


Please send your returns before you leave for your trip. We allow a 7 day window for returns/refunds from the date you received your item, otherwise we will assume you love everything and you’re keeping your outfits!

Your returned product(s) must be unused, unwashed, and with the original tags, otherwise we cannot guarantee a refund.

If you receive your outfits and something doesn’t work out, let us know on the comment card and send it back with the returned item in your designated Return Bag

Returning an item sooner rather than later will give us time to send out any exchanges needed. We want to ensure you receive everything you need before you leave for vacation, but sometimes there's only so much we can do with short notice! We want to add to the excitement of your trip rather than the stress of preparation.




How do I return an item I don’t like?


Simply put the items back in the designated return bag with your return card. Please mark on your return card as to why the item didn't work out and we'll be sure to update your Style Profile accordingly. A replacement item in a different size or style can be sent out before you leave on vacation!

Option 1: Drop your box off at any UPS location and the item will be refunded upon return.

Option 2: Schedule a package Pick Up with UPS. Let us know if this is the option you prefer and we will take care of the rest! Please be sure the area you live is safe to leave packages out in front of your door.




How do I get a Return Label?


A return label should be on the front of your Return Bag, at the bottom of your shipment. If you need a copy of your Return Label, please email us at support@gotchapacked.com. If you prefer to have your package picked up by UPS, please send us an email and we will take care of the rest!





Sizing

What sizes can you style?


We currently carry women’s sizes 0-24W & XS-3X, and men’s sizes XS-3XL. We’re always working to accommodate our customers in the best way so that we can deliver great selections to more clients. Please send us as specific sizing information or

suggestions in your Style Quiz.




Do you offer maternity items?


We offer maternity items in sizes 0-16 & XS-XXL as well as maternity-friendly items in sizes 1X-3X and 14W-24W. By letting us know when you're due in your Style Quiz, we can send you the right pieces at the right time.





Billing & Tax

Which payment methods can I use?


We accept all major credit cards that are connected to a U.S. billing address.




Is there a membership fee?


There’s no charge for having a Gotcha Packed account! You’re only charged a one time $25 styling fee and the price of the items you keep.




What if there is a problem with my billing?


If we're unable to charge your saved payment method, we will let you know via email so you can look into the glitch and update your billing information if needed. If you have any other issues, please contact our Support Team right away so we can help settle your account.





Est. 2019