FAQ
SIZING
Can you share the measurements and sizing details of your products?
To get started, we recommend having a quick look at our size guide; it’s a helpful guide to choose the right size with ease. Please feel free to write to us at contact@eighth-hour.com with the subject line ’ ‘REQUEST FOR PRODUCT MEASUREMENTS’, and also let us know the styles you’re interested in along with your body measurements. Our team will be pleased to assist you and will respond at the earliest convenience.
Are your products designed with an oversized fit?
While our sizes do not run large, it is quite common that the nature of certain garments may make it possible for you to comfortably wear a size smaller than the usual. However, we generally recommend selecting your regular size, as this ensures the garment to fit as intended by design. We also adhere to international sizing standards, so we kindly suggest referring to the size chart that corresponds with your specific location for the most accurate fit.
Can I get a size suggestion based on my body measurements?
We offer a detailed size guide for each category of clothing, which you can access here. It is designed to help you choose the right size with confidence and ease.
If you would like personalised assistance, you can also book an appointment through our Consult page, which you can find in the header of our website. Alternatively, you can write to us at contact@eighth-hour.com, and our team will be happy to assist you.
What are your available sizes?
We currently offer a comprehensive size range from XXS to XXL, ensuring a comfortable fit for a wide variety of body types.
Do you offer size recommendations for expecting mothers?
This can be a bit complex, as your measurements are likely to change throughout the course of your pregnancy. We recommend sharing your current measurements with our team so that we can guide you based on the product and your requirements.
You can write to us at contact@eighth-hour.com or book an appointment through our Consult page, which you can find in the header of our website.
If my measurements are in between sizes, which size should I purchase?
We recommend referring to our size guide as a first step, as it provides guidance to help you determine the most suitable size.
If you are between sizes or need further assistance, please write to us at contact@eighth-hour.com with your measurements and the product you are interested in. Our team will be happy to help you choose the right size.
Does your product have room for alterations?
Unfortunately, all our products are fully finished. However, most of our pieces like pants and skirts, provide room for slight waistline adjustments.
SHIPPING
What is your typical lead time for processing and dispatching orders?
Our standard dispatch lead time is 14 working days from the date of order.
We follow a made-to-order model through a smart inventory system, to ensure zero inventory pile-up.
Can I request expedited delivery for my order?
We do accommodate early delivery requests whenever possible. Do reach out to us at contact@eighth-hour.com before placing your order to check the feasibility based on factors such as fabric availability, current production capacity, and expedited shipping options to your location.
What is my order status?
All orders are dispatched within 14 working days from the date of order confirmation. Our team operates from Monday to Friday, and we are closed over the weekends. You will receive both an email and WhatsApp notification with tracking details, once your order has been dispatched. Our customer service team will keep you notified, in rare cases of delay. Please be assured that we make every effort to ensure your order reaches you as soon as possible.
Do you ship globally?
Yes, we do offer worldwide shipping.
The tracking says my order has been delivered but I haven't received it.
This is an unusual situation and has occurred only in very rare instances. As we rely on external courier partners for deliveries, we’ll need to check with them to understand what may have caused the issue. We request you to write to us at contact@eighth-hour.com, to sort this issue at the earliest.
ORDERS
Do I need to create an account to place an order?
No, creating an account is not mandatory to shop with us. However, having one comes with its benefits—you can save your billing details and multiple shipping addresses, join our mailing list, track your orders, and create a wish list. It’s quick and easy to set up, and designed to make your shopping experience smoother and more personalized.
What should I do if I haven’t received an order confirmation email?
If you haven’t received an order confirmation email from us, despite money being debited from your bank account or card, then please first check your spam or promotions folders, as the email may have been filtered there. If you’re still unable to locate it, we kindly request you to bring this to our attention right away so we can look into it for you. You can reach us at contact@eighth-hour.com with the subject line: REQUEST FOR ORDER CONFIRMATION, and we’ll be happy to assist you promptly.
I ordered the wrong size, could you please change it prior to order processing?
Yes, we will be able to accommodate size changes if your request is made within 24 hours of placing your order. Write to us at contact@eighth-hour.com. Please note that it will become difficult for us to make adjustments after 24 hours, as the product would have entered the production phase.
I need to update my delivery address and/or contact details. How do I go about it?
Write to us at contact@eighth-hour.com at your earliest convenience with the subject line: REQUEST FOR UPDATING MY SHIPPING ADDRESS. Please note that it will be possible to update the address details, only if your order hasn’t been dispatched yet.
I want to cancel my order. (member)
As a member, you will be eligible to cancel your order within 24 hours of placing it, and will be issued a full refund for the same. Once approved, the refund will be credited to your original mode of payment within a week of initiation. Kindly note that cancellations beyond 24 hours will not be eligible for a refund.
*NOTE: Refunds are only processed in the case of fulfillment errors, such as missing or incorrectly shipped items.
I want to cancel my order. (guest checkout)
If you wish to cancel your order after submission, there is a 45-minute window in which you may do so. If you are a Guest User, then click on HELP at the bottom of our website and select the Check Order tab. In the Check Order window, enter your order number, email address, and billing zip code. Once your order details are displayed, click on the Cancel Order button. A confirmation email will be sent to you once the cancellation is successfully processed.
RETURNS
I want to return my order. How do I go about it?
Please refer to our Return Policy page for details on how to initiate a return. You can find the Return Policy link in the footer of the website on desktop, or in the hamburger menu on mobile.
If you need any further assistance, please write to us at contact@eighth-hour.com.
What is your exchange policy?
Please refer to our Return Policy page for details on our exchange policy and the process to initiate an exchange. You can find the Return Policy link in the footer of the website on desktop, or in the hamburger menu on mobile.
If you need any further assistance, please write to us at contact@eighth-hour.com.
What if I am unhappy with the fit after purchase?
Unfortunately, refunds or exchanges are not offered for this particular issue. We kindly encourage you to review the product description carefully prior to making a purchase.
Do you offer refunds?
Please refer to our Return Policy page for details on our refund policy and eligibility. You can find the Return Policy link in the footer of the website on desktop, or in the hamburger menu on mobile.
If you need any further assistance, please write to us at contact@eighth-hour.com.
Do you offer reverse pickups?
Please refer to our Return Policy page for details on the return process and whether your order is eligible for a reverse pickup. You can find the Return Policy link in the footer of the website on desktop, or in the hamburger menu on mobile.
If you need any further assistance, please write to us at contact@eighth-hour.com.
I am unhappy with my exchange order. Is there an option to return it again?
If the product meets the original order requirements, then it will not be eligible for return.
PAYMENT
Do you offer Cash on Delivery (COD)?
We currently do not offer Cash on Delivery.
Is my credit card charged at the time I place my order?
Yes, your card will be charged the full amount at the time your order is submitted.
I was debited but not sure if my order went through.
If your order was successfully placed, then you should have received an order confirmation email from us almost immediately. Occasionally, this email may land in your spam or junk folder, so we recommend checking those folders as well. If you still haven’t received it, then request you to bring this to our attention by writing to us at contact@eighth-hour.com.
I’m unable to make the payment to complete my purchase.
This may occur due to some technical reasons like temporary bank downtime or an extended session timeout. We kindly recommend you to try again. But if the issue persists, then please write to us at contact@eighth-hour.com.
OFFERS
Do you offer discounts?
We typically do not offer discounts or go on a sale. This is due to our commitment towards paying fair wages, which are often above industry standards and compensate our artisans respectfully, at their asking price. Additionally, we operate on a zero-inventory model system and also do not add mark-ups for store commissions. Each of our garments is impeccably tailored with quality and longevity in mind, which means they are already thoughtfully and fairly priced.
Any offers for first time customers?
Yes. First-time customers receive 10% off upon signing up.
Do you offer price adjustments?
Unfortunately, we are unable to offer price adjustments on our orders.
GIFT WRAPPING
Do you offer gift wrapping services?
Yes, we do offer gift wrapping services. Kindly mention your request in the NOTE section at checkout. While we take great care in wrapping your gift, please note that we do not have any experienced gift-wrapping professionals on our team.
Can you add a personalized note to the order?
Yes, absolutely! You can request the same by mentioning it in the NOTE section at checkout, and we’ll make sure to include it with your order.
OUT OF STOCK
The size I am looking for in a specific style is out of stock on the website. When will it be back?
Since all our products are made to order, there’s a good chance we can adjust our production to make your preferred size available. Do write to us at contact@eighth-hour.com for further assistance.
When will a style be back in stock?
Restocking of products highly depends on customer demand and fabric availability. If we receive sufficient requests and the fabric is still accessible, then we will do our best to bring the product back. However, due to the nature of our made-to-order process, we’re unable to guarantee a restock unless it has already been confirmed.
FABRIC & CARE
What colour is it?
We make every effort to ensure that the colour you see in the image is as close as possible to the actual garment, and in most cases, there is very little difference. However, please keep in mind that colours can appear slightly different across various screens and devices. In the case of naturally dyed or handcrafted garments, slight variations in colour may occur. This is not a flaw or quality issue, but rather a beautiful reflection of the artisanal process behind each piece.
Will the product look the same as the images on the website?
Yes, we put a great deal of care into ensuring that our product imagery closely reflects the actual garment. While the appearance may slightly vary depending on your device and its display settings, we can still assure you that the chances of any discrepancy is negligible.
Any special care instructions for ironing?
Always iron your garments inside out to help preserve the fabric’s finish. The recommended heat setting may vary depending on the material, and for certain pieces, we suggest using a steam iron for best results. Detailed care instructions are provided on the garment's care label and in our Fabric Care Guide.
GET IN TOUCH
Do you have a store?
We’re an online-first brand and currently sell exclusively through our website. We currently do not have a physical retail space.
Where are you based?
We are based out of Austin, Texas. But we do operate with a global production network to bring you quality products from around the world.
What are your work timings?
Our online store is open 24/7, and we strive to respond to all inquiries within 24 hours on working days.
I sent an email but received no response.
We’re truly sorry if you’ve experienced a delay in our response. Our usual turnaround time is within 24 hours of receiving a query. Occasionally, if your question requires consultation with our dedicated production team, then it may take a little longer. Alternatively, as a lean team, there are rare instances where emails might be missed out on due to the increased numbers of queries received at that point in time. If you haven’t heard from us within two working days, then we kindly request you to send us a gentle reminder. Please rest assured that we’re here to assist you and appreciate your understanding and patience.
Why should I create an Eighth Hour account?
Creating an Eighth Hour account makes it easier to manage your orders and enjoy a more seamless shopping experience. With an account, you can:
- Easily track your orders
- View your order history
- Save your details for faster checkout
To create an account, simply click on ‘Login/Create’ at the top right corner of our website and follow the prompts to get started.
What emails will I receive about my order?
After placing your order, you’ll receive a series of emails to keep you updated every step of the way. Here's what you can expect:
- Order Confirmation
Confirms that we’ve received your order and includes your order number. We recommend saving this email for your records. - Shipment Confirmation
Confirms that your order—or part of it—has been shipped. You’ll receive a tracking number (except when shipped via USPS). If your order includes multiple items or shipments, you may receive multiple shipment emails. - Back-Order Notification
If an item is on back-order, you’ll receive a separate email once it becomes available and is ready to ship. - Return Confirmation & Credit
Sent once we receive and process your return. - Post-Purchase Feedback Request
About 15 days after your purchase, you’ll receive an email inviting you to leave feedback about your order. Your insights are valuable to other customers and deeply appreciated by our design team. - Other Notifications
If there are any issues with processing your order, shipping to the provided address, payment details, or if an order is cancelled, we’ll notify you by email.
If you ever have questions about an email you’ve received, feel free to contact our Customer Service Team at contact@eighth-hour.com. We aim to respond within 24 hours on working days.
CUSTOMISATION
Do you customize sizes?
We currently do not offer custom sizing through the website. If you have specific sizing requirements or need assistance choosing a size, please write to us at contact@eighth-hour.com with your measurements and the product you are interested in. Our team will be happy to assist you where possible.
Do you customize length?
Yes, we do customize length only for select products that are eligible for customization. Some specific products come with a range of generic size options that you can choose from.
Can I request custom alterations with my order?
We do not currently offer custom alterations through the website. If you have a specific alteration request, please write to us at contact@eighth-hour.com with the details of your request and the product you are interested in. Our team will let you know if we are able to accommodate your requirements.
Can you line a garment?
Most of our outfits come fully lined, and where they are not, it is a deliberate choice to enhance the garment’s drape and breathability. Please write to us at contact@eighth-hour.com, if you require lining for a particular piece.
Can you replicate a personal garment with your fabrics?
Unfortunately, we do not accommodate this request.
COLLABORATIONS, HIRING & INTERNSHIPS
Press, Media & Collaboration
For all press and media related queries or collaborations, please write to us at collaborations@eighth-hour.com.
Brand listing
We’re always open to meaningful collaborations with brands and online marketplaces that align with our values and work philosophy. Please write to us at collaborations@eighth-hour.com.
Job & Internship
For job and internship inquiries, please write to us at careers@eighth-hour.com with your resume and portfolio. Internship opportunities are based on current openings and live projects. If there is a suitable opportunity, we will get in touch with you. If there aren’t any immediate vacancies, then we may reach out to you when an appropriate project arises.
Do you offer repairs?
Yes, we do offer repairs and if the unexpected happens, the Eighth Hour Repair Program is here to help.
It’s simple: if you have an Eighth Hour garment that needs repair, please send us a photo of the damage at contact@eighth-hour.com. We’ll assess the feasibility of the repair and provide you with the estimated charges along with a return label.
Once we receive your item, the repair process typically takes four to six weeks before your garment is dispatched back to you. We’re committed to helping your favorite pieces stay with you longer.
CUSTOMER REPAIR PROGRAM: GUIDELINES
NOTE: Available for US and UK customers only.
Please do not send items that cannot be repaired.
All items being returned for repair MUST BE CLEAN before sending in.
| REPAIRS THAT CAN BE DONE | REPAIRS THAT CANNOT BE DONE |
|---|---|
| Small holes (smaller than a pencil eraser; max 4 holes per garment) | Large holes (larger than a pencil eraser) |
| Small number of pulls (maximum of 4 pulls per garment) | More than 4 pulls in garment |
| Unraveling | Ripped fabric outside seam lines |
| Open seams (including inside lining) | Stains and dirt removal |
| Ripped pocket at seam | Repairs on shoes or bags |
| Missing stitches | Replacement of damaged or missing buttons, fabric/metal snaps, or magnets |
| Elastic waistband replacement | Replacement of self-material belts |
| Supplying fabric, yarn, or extra pins | Replacement of detachable inside slips or linings |
| Replacement of zippers | — |
Disclaimer:
Please note that product images may vary slightly, depending on screen settings, lighting, and the handcrafted nature of our garments. Minor differences are a hallmark of the slow, mindful process we follow.
At Eighth Hour, we proudly operate on a zero-inventory pile-up model, where each piece is made in small batches or to order, ensuring minimal waste, fair wages, and an intimate, quality-focused production journey. This allows us to craft garments with care and intention, just for you.
To keep you informed every step of the way, we send 5 simple WhatsApp updates once your order is placed:
Order Received – A confirmation that we’ve received your order.
Dispatch Initiated – With a picture of your packed item.
On the Way – Includes tracking details so you can follow your package.
Delivered – A photo from the delivery contact (open box image, unless it’s marked as a gift).
Feedback Request – A gentle nudge for your thoughts; we value every word.
Our goal is to offer a transparent, thoughtful, and personalized experience, from the moment you place your order to the moment you wear it.
