HOW WE DO THINGS

A quick overview on how we do things like ordering, returns, payment and shipping.  For more in depth information on ordering,  or returns,  please see the individual product types  (like cloak clasps or circlets) listed on our index page of return policies to see if a particular product has a different return policy then the one stated here.  If in doubt please feel free to contact us.

Cloak and Dagger specializes in creating custom garments - which means that we require a lot more detail and time than the average merchant. We prefer to correspond and double check before giving firm price estimates and accepting orders. Our custom order backlog is usually at least 4 weeks, and may run as long as 8 or 12 weeks. Items from the available list can be shipped immediately; alterations may add a day or two. For a custom order, please be prepared to make fabric and color choices, and think about the details you would like your garb to have. We will try to be as thorough as possible in making sure that what we create matches the garment you had in mind. For both safety and precision, we recommend hemming at the customer's end for floor length garments. If requested, we will provide a finished hem, but we will aim to err on the long side unless otherwise requested.

Rush orders are subject to surcharge at our discretion, which means that a rush Halloween order will probably be subject to a surcharge, but a wedding emergency in February would be likely to be surcharged less because we're not as busy then.  Part of the surcharge is for overtime, pizza bribery for the families of working moms, and things like that.  Part of the surcharge may be due to the need for rush ordering of materials, extra expensive materials that we can't wait to find less expensive elsewhere, or because we'll need express shipping to get it to you on time.  Average surcharge schedule : less than 6 weeks notice, 10 to 25% surcharge; less than 4 weeks, 25 to 50%; less than 3 weeks, 50%; less than 2 weeks, 75%; one week or less, 100% surcharge.  If we have the materials on hand and it is a small variation, surcharges are less likely.  The best thing to do is to contact us.

Custom orders, are by and large, not returnable.  Due to abuse of our billing policy, custom orders and hold requests now require a NON-REFUNDABLE deposit. Rarely does a garment not fit, but if there is a problem, we will provide for an exchange or alterations as needed, with all shipping at the expense of the client. If the mismeasure is our fault, we will absorb the additional cost, however, if we were provided with incorrect measurements, the client will be responsible for some, if not all of the additional cost.

Items listed on the currently available pages are returnable if they have not been altered or damaged, minus a restocking fee of $10 or 10%, whichever is greater. Any cleaning costs will be subtracted in addition.We do not return shipping and handling costs.

We accept cash, checks, money orders, almost all charge cards and PayPal.  Orders paid for by check may be delayed in order to make sure that the check has cleared. Custom work requires a minimum NON-REFUNDABLE deposit of at least 25% and a credit card number with authorization, or 50% if no credit card is provided. If circumstances force us to cancel an order, deposits are returned in full. If the client cancels, some or all of the the deposit  will be forfeit depending on the amount of time/materials already invested in the project.

Since we do custom work that involves a great number of choices, we do not have a shopping cart for all of our products.  We enjoy corresponding with our clients and feel we can provide better service this way. To custom order, please contact us!

Domestic shipping and insurance tend to run around $15 to $28 for cloaks, $10 to $18 for trimmed gowns, and around $7.50 to $14 for smaller items like shirts and chemises. We usually use UPS or US Post Office upon credit card approval or check clearing. We can use overnight shipping services if requested for items that are immediately available. We use PayPal as our secure transaction server, and will also accept credit card information over the phone, so you can in call credit card information for a purchase. We also accept credit card information by mail.

For International shipments, we will ship to any country the US Postal Service allows as a destination. However shipping overseas can be very expensive.  WE HAVE NO CONTROL OVER CUSTOMS  IN YOUR COUNTRY and unless specifically requested, we will declare a value and insure any handmade items and larger orders of mass-produced items.  If you wish us to handle your order differently, we must have that direction in writing/email in case of lost packages and insurance claims.  Item prices and shipping/handling DO NOT INCLUDE custom duties and tariffs. Tariffs are not determined until these items enter your country, and we have no control or knowledge of them. If you are concerned about a tariff being levied, please check with your local authority. Contact us for further details on International shipping, and please read below.  Our phone number is 978-486-4414 and our mailing address is:

To keep our shipping costs lower, our garments may have a few wrinkles when they arrive due to the packing method. If you would like your garments shipped in ready-to-wear condition (or as much as we can assure and still get it into a box), or gift wrapped prior to boxing please let us know.  A surcharge of $15 to $50 (for the largest items) will be assessed and is mostly due to increased shipping cost for the larger volume.  This service may not be available if you require same-day shipping or rush service, or international shipping as we cannot be responsible for how the customs official in your country return your garments to the package.

Shipping, especially internationally, can be expensive, but is not always as expensive as the shopping cart says it will be.  We have trouble calculating weights for trim and small items like clasps - they can vary greatly in weight.  So, without weights to add up,  the Paypal Shopping cart calculates shipping charge based on dollar amount.  Larger dollar amounts often mean a cloak or other weighty item has been purchased  and so it  calculates the shipping for a larger package.  We let PayPal do that because it is easier for us and faster for the customer to email and say that shipping is actually lower and process a refund for the difference.  PayPal then refunds their fee on that part of the payment.  If we have to ask for additional funds because we charged too little, Paypal will charge us additional fees for an additional payment, and there is a delay in getting the shipment out because we have to wait for the additional funds.  Also, most folks react worse to a request for additional payment than to an email saying there is refund to their account.  So if you feel the shipping is too high, please ask us why, or if there will be shipping fee refund due. 

Every so often,  Paypal will undercharge for shipping.  This usually happens with sale-priced cloaks, but can also happen with multiple item purchases or purchases of items that have to be well protected, like circlets.  We will contact you with the actual shipping cost, and give you an option to accept and pay or cancel the order.

The PayPal shopping cart has one other quirk that affects international shipping.  If we have not input a shipping table for a country, PayPal will not charge shipping.  That  does not mean shipping is free!  We'll have to weigh your purchase, look up the rates for your country and get back to you with the amount.  When we contact you with the actual shipping cost, we give you an option to accept and pay or cancel the order.  Please note that item prices and shipping/handling DO NOT INCLUDE custom duties and tariffs.  Tariffs are not determined until these items enter your country, and we have no control or knowledge of them.  If you are concerned about a tariff being levied, please check with your local authority.