Customer Service & Contact Information

 

 

CUSTOMER SERVICE

Our Promise to You: If we're fortunate enough to earn your business, we'll provide you with the professional, prompt and expert service you deserve. And in the unlikely event something goes wrong with your order or shipment, we'll work to resolve any problems as quickly as possible at no cost to you. Because our business depends on word of mouth, we want you to be happy with the service and product you receive, and we will do whatever we can to ensure that's the case – that's our personal guarantee.

 

Questions, Special Orders, Returns & Exchanges:
E-mail: support@themotley.com
Call or Text: (323) 275-9380 (during business hours)

Company Inquires:
inquire@themotley.com

The Motley is based in Silverlake, Los Angeles. 
Unfortunately, this is not a retail space and is only open for appointments.

 

SHIPPING

We invite you to receive free Smart Saver shipping on all domestic (US) orders of $49 or more. Smart Saver Shipping is $4.99 for orders less than $49.  

Domestic orders are dispatched through the United States Postal Service with upgradable options through FedEx.

We understand that getting your items quickly is important to you. Therefore, we aim to process all orders within 24 hours (Monday through Friday, excluding government holidays). Please understand that during busier times, such as weekends or holidays, processing may take longer.

For delivery times, please see the chart below:

 

Delivery Option Processing Time Carrier Delivery Time Total Delivery Time
Smart Saver Shipping 1-2 Business Days West Coast: 2-3 Business Days
East Coast: 3-5 Business Days
2-7 Business Days
Express Shipping 1-2 Business Days 1-3 Business Days 3-5 Business Days
3 Day Express 1 Business Day 3 Business Days 3-4 Business Days
2 Day Rapid 1 Business Day 2 Business Days 2-3 Business Days
1 Day Overnight 1 Business Day 1 Business Day 1-2 Business Days

 

 

DELIVERY MAP

See the map for the number of business days in transit for FedEx ground packages shipped within the 50 states. This will give you the best idea of when your order will get to you.

 

 

INTERNATIONAL ORDERS

Please note that international orders may take up to four extra business days to process.

We are unable to pay for any taxes or duties that may be charged upon the delivery of your order.

We are unable to send fragrances to international customers.

Orders that are refused by the customer or undeliverable as addressed will be returned to us. The order total, less the original shipping charge and a restocking fee, will be refunded to the original method of payment.

 

CANADA

Standard Shipping to Canada is $14 via USPS First Class Mail International. This service is not trackable and can take up to a month for delivery, although most orders arrive within 2 weeks.

Express Shipping to Canada is $29 via DHL International Express. Orders are trackable and delivery time is 2-3 business days.

We offer our Canadian customers free Express Shipping for orders over $200.

 

WORLDWIDE

We ship internationally to Australia, Austria, Belgium, Brazil, Canada, Denmark, Finland, France, Germany, Hong Kong, Iceland, Ireland, Italy, Japan, the Netherlands, New Zealand, Norway, Portugal, Puerto Rico, Spain, Sweden, Switzerland, and the United Kingdom. We hope to add more countries in the future.

We offer $39 trackable DHL International Express air shipping.  For orders over $200, air shipping is complimentary.

Before placing your order, please be aware of any shipping/imporation restrictions your particular country might impose on grooming products. Also be aware that shipping on international orders does not include applicable tax and duty charges that are based on your own country's unique policies. We just want to make you aware that there will potentially be a considerable shipping charge by the carrier/country for customs/tax charges. We may also ask first-time international customers to confirm certain information before an order is shipped. Orders on which shipments are refused/undeliverable for non-payment of customs, taxes and duties, the cost of the order will be refunded minus the price of shipping and a $15 non-delivery fee.

 

RETURN POLICY

If you are not 100% satisfied, you can return your item(s) for a full refund within 30 days of purchase. No questions asked.

Products that are unused, in the state in which you received them and in their original packaging are returnable for a refund. Opened or used products as well as sale items are returnable for online store credit.

We cannot refund original shipping costs if your order was less than $49.

 

 

RETURNING AN ITEM (STEP-BY-STEP)

Please send an e-mail to support@themotley.com to have your return processed.

We will look up the last order on file under your email address. If you are emailing us from a work email or something of the sort, please include your original email. 

We'll email you back a prepaid shipping label and packing instructions (hang on to your original box!).

 

Questions? Get in touch! support@themotley.com