FAQ

What kind of brand is this?

We’re a culture-led apparel brand focused on clean design, intentional production, and timeless pieces. Everything we create is meant to live beyond trends and be worn with purpose.

How are your products made?

All of our products are made on demand. That means your piece is produced only after you place an order. This allows us to avoid overproduction and keep our process intentional from start to finish.

Why does my order take longer to ship?

Because each item is made specifically for you, production begins after checkout. This takes a little longer than mass-produced inventory, but it ensures higher quality and less waste. You’ll receive tracking as soon as your order ships.

How long will it take to receive my order?

Production typically takes 2–5 business days. Shipping times vary by location but usually range from 3–7 business days within the U.S. International orders may take longer.

Do you ship internationally?

No. We are currently only working with US manufacturers and shipping locations.

What is your return policy?

Because items are made on demand, we do not accept returns for buyer’s remorse or incorrect sizing. However, if your item arrives damaged, misprinted, or defective, we’ll make it right.

Please contact us within 14 days of delivery with photos of the issue.

How do I know which size to order?

Each product page includes a detailed size guide. We strongly recommend reviewing it before placing your order, as our items are made specifically for you and cannot be exchanged for size issues.

Can I change or cancel my order?

Once an order is placed, it moves quickly into production. Because of this, we’re unable to guarantee changes or cancellations. If you made a mistake, contact us immediately and we’ll do our best to help.

What if my package is lost or delayed?

Once your order ships, delivery timelines are handled by the carrier. If your package appears lost or significantly delayed, reach out to us and we’ll assist however we can.

How do I contact you?

You can reach us anytime via our contact page or by email at hello@thefloor.us . We aim to respond within 24–48 business hours.

Will you be releasing new products?

Yes. We release new pieces thoughtfully and intentionally. The best way to stay informed is by joining our email list or following us on social media.

Why should I trust this brand?

We believe trust is built through transparency, quality, and consistency. Everything we make is intentional—from design to production to communication. No hype. No shortcuts.