Frequently Asked Questions

HOURS Brand

What is HOURS’ missions?

Our mission is to create modern, high-quality, timeless clothing that transitions day to night, work to play, summer to fall - you get the point. We are inclusive of women of all backgrounds, shapes and sizes. We have practical, actionable, and attainable goals towards 100% sustainability. HOURS seeks to fill the plus size gap in the fashion industry, overlooked for far too long, without putting additional undue strain and harm to the environment.

Who leads HOURS?

HOURS is led by its co-founders and sisters-in-law, Harroop Kaur and Naaz Gulati. Their family business is fashion, and with years of experience, they made the leap to launch HOURS with both grit and poise. They are thrilled to work in such a welcoming, engaging and body positive community, and are constantly energized to create for HOURS’ loyal consumer base and newcomers alike.

Why was HOURS founded?

One of the central motivations for starting HOURS came from observing a lack of options - particularly sustainable ones - in the plus size market. It wasn’t fair that once again, limitless, high quality, cute pieces were reserved for women of a certain (socially acceptable) size. No thank you to that. The fashion industry at-large was dismissing 70% of female consumers. We decided that our brand would serve a diversity of women - women who don’t simply value quality, but demand it.

Product

How can I find more information about a piece?

Head over to our product pages! Each piece has several images, as well as descriptions on the right hand side that describe product details, fabric, fit, price, and available colors.

How are the pieces designed?

Each piece is designed using the highest quality materials, with versatility and fit in mind. Our pieces are designed to be fashionable, polished and stand the test of time.

Ordering

What forms of payment do you accept?

Through Express Checkout, we accept ShopPay, GooglePay, PayPal, and Amazon pay. Additionally, we accept Visa, MasterCard, AMEX, and Discover credit cards. You can also use QUADAY to pay orders over $100 in 4 easy installments.

Do I need to set up an account to place an order?

No! You can checkout easily as a guest. If you do happen to set up an account you can track your orders and preferences with ease. 

Is my personal information secure?

Yes, our payment portal and its various options are secure forms of online exchange. You can find out more on our Privacy Policy page. 

Will I be charged tax?

Taxes are charged based on the state and local rates of the shipping location.

What can I do if a style or size I want is sold out?

We can notify you when a style or size is back in stock! All you have to do is submit your e-mail to the waitlist located near the “add to cart” button on the product page. You can also reach out to us via hello@itshours.co if you have questions about a specific style, and we can try to make it happen!

How do I change or cancel an order?

Refer to your order confirmation email, where you will find a link to edit or cancel your order. If you’re unsure, you can always send us an email at hello@itshours.co and we can help.

How do I use a promo code?

At checkout, you will have the option to enter your promo code on the right hand side beneath the price indicated. As soon as you input the code, the price deduction will appear.

Do you have a physical store location?

Not yet! We are exclusively e-comm at the moment, with pop-up shops in the works.

How do I track my order?

Once your order has shipped, you will receive an email with a tracking number that you can use to follow your package step-by-step.

What is a pre-sale?

A pre-sale means you will be ordering a specific item before it’s produced. We’ve chosen to do pre-sales for some of our styles as this is the most sustainable option which allows us to only produce to meet demand, avoiding extra inventory and waste. Once the pre-sale is complete, if the size and color combination you ordered doesn’t make it to production (not likely!), you can simply select another color or we’re happy to issue a refund. Products will arrive within 4-6 weeks after the pre-sale ends.

Sustainability

How do you choose your factories?

We select factories that have like minded ideals, and are vetted through a rigorous compliance mandate in which they must meet certain requirements ethically, environmentally, and socially. All of our factories are WRAP certified and audited for compliance regularly.

How do you manage your environmental impact?

At HOURS, we approach minimizing environmental impact in various ways. Firstly, we only produce clothing with upcycled fabric in reputable production facilities. Secondly, our packaging is 100% plastic-free, minimalist and made from recycled materials. We also make sure to partners with like-minded suppliers that prioritize sustainability and ethical impact.

What is upcycling and upcycled fabric?

Upcycling is the process of using fabric, that is “leftover” or does not wind up being used that would normally be discarded at the mill. HOURS sources the highest quality fabrics, and gives it new life by using it in our styles. By upcycling fabrics, HOURS plays a part in decreasing the amount of waste being dumped into landfills, thereby helping to preserve natural resources and reduce pollution.

What is an ethical supply chain?

An ethical supply chain is a commitment to transparency, social responsibility, and conscious production. HOURS’ supply chain keeps our company and our sustainable partners accountable to ensure fair wages, safe working environments, and minimal environmental impact.

What does “sustainably sourced” mean?

Sustainably sourcing is a process by which you ensure that the products you receive are obtained in a responsible, fair, and environmentally-conscious manner through vetted suppliers. It is a way to maintain an ethical supply chain and to uphold corporate social responsibility and to hold ourselves accountable to our ideals.

Is the packaging environment-friendly?

Roughly 8 million tons of plastic goes into the ocean each year, and we want no part in contributing to that waste. HOURS packaging is 100% plastic-free and made from recycled materials, making it extremely environmentally-friendly.

Shipping

What are my shipping options?

We offer 3 different options in both the US and Canada. Checkout our Shipping page to find out more!

Do you ship outside the U.S.?

Currently, we ship to the U.S.and Canada. We are working to expand our geographic range for shipping.

What if my order arrives damaged, incorrect, or is missing an item?

In the case that an item arrives damaged or incorrect, please e-mail us at a hello@itshours.co.

Does HOURS offer free shipping?

Yes! Our free standard shipping is offered for orders over $50.

How can I edit my shipping address?

Refer to your order confirmation email where you will find a link to editing your order details, within which you can edit your shipping address. As long as the item has not already shipped, we will be able to accommodate the change. If you’re unsure, you can always send us an email at hello@itshours.co and we can help!

Exchanges/Returns

What is your return/exchange policy?

If you are not happy with your HOURS item(s), we accept returns or exchanges for unworn, unwashed items sent in the original packaging within 30 days of receipt. Returns/exchanges that do not meet these requirements will be sent back to you. Some markdowns are final sale, and therefore cannot be returned - final sale items are clearly labelled on the product pages.

Returns in the U.S. are free. Please note that we do not offer free return shipping on Canada orders. Customers are responsible for return shipping cost. We also do not refund duties or customs charges. HOURS is not held responsible if your package is lost in transit.

Visit our Returns/Exchanges page to process your return or exchange.

How long will it take to process my return?

Once we receive your returned package, we generally process the return within 2-3 business days.

Can I use the same package to return items from multiple orders?

If all the items can fit into one package, please email us at hello@itshours.co when you process your returns to let us know and we are happy to issue you one return label for the multiple return orders

Does HOURS offer site/store credit for returned items?

Yes! You can get store credit on returned or exchanged items.

Styling/Tailoring

Who is/are the stylist(s)?

HOURS styling sessions are led by Creative Director and Co-founder, Naaz Gulati. You can schedule a free styling session here

What can an HOURS styling session do for me?

Beyond finding a piece of you in HOURS, a styling session can:

  • Recommend pieces you would enjoy.
  • Get to know your perfect fit in HOURS.
  • Place direct orders.
  • Style HOURS pieces with your existing wardrobe.
  • Learn how to style your existing HOURS pieces.
  • How to transition your wardrobe with.

Is the HOURS styling team involved in the clothing design process?

Yes! HOURS’ Creative Director leads the clothing design process and creates all our styles.

What size should I buy?

Based on our Find Your Fit guide, you can pick the perfect size. We have also made specific size guides for each HOURS piece.

What if the item is out of stock?

We can notify you when a style or size is back in stock! All you have to do is submit your e-mail to the waitlist located near the “add to cart” button on the product page. You can also reach out to us via hello@itshours.co if you have questions about a specific style, and we can try to make it happen!

Fit

How do I determine an item will fit me?

Check out our Find Your Fit size guide , as well as the specific size guides for the pieces you are interested in. If you have further questions, reach out to us!

What size do I order?

We recommend consulting our Find Your Fit size guide to determine the perfect fit for you. We also offer specific size guides for each of our pieces. If you’re still unsure, reach out to us! We also offer free shipping and returns within the US in case the items don’t fit the way you’d like!

What metrics is your size conversion chart based on?

The HOURS Find Your Fit guide is based on inches.

What size fit models does HOURS use?

We fit our styles on a size 18/20 model. We also do size run exercises, which means we see each garment on a woman in each of the sizes we offer, to ensure best fit across every size.

What sizes does HOURS offer?

Our sizes range from 14 through 28. We’ve recently expanded our bottoms into a size 32!

Why does HOURS only go up to size 28?

As a new brand, sizes 14-28 was a starting point for us. As we get to know you better, we’re working on expanding our size ranges for future collections.

Gifts

Does HOURS offer gift boxes or wrapping?

Currently, we do not offer gift boxes or wrapping, but we do offer gift cards!

Do you have gift cards?

Under our Shop tab, you will find our Gift Card section where you have the option to purchase a $50, $75, $100, or $150. The gift cards are deliverable via email and contain instructions for redeeming them at checkout.

Company Policies

Do you offer sales or discounts?

We offer sales and discounts periodically and announce them via email, on our website, and on social media. Subscribe and follow us to be the first to hear when our sales go live!