FAQ

We believe in Kentucky, in the values of Southern Charm & Hospitality.  If you are unsatisfied for any reason, we will make it right (& bless your heart)!

Ordering & Payment

I'm in love with an item, but it's out of stock on the site. What should I do and how often do you restock?

Good news! We can often expedite a restock to get you the item you want!! Just send a message 

What payment methods do you accept?

Old Kentucky offers a variety of payment options. We accept Visa, MasterCard, Discover and American Express cards. We also take PayPal and store credit in the form of e-gift credit.

I placed an order, but never received a confirmation email.

If you do not receive an email from Old Kentucky within hours of placing your order and it’s not in your Spam folder, the email address on file is most likely spelled incorrectly. Please contact our Customer Care via email or phone for assistance to update your order.

How do I change or cancel my order?

We’re super quick at processing orders to make sure that you receive them as soon as possible. You can change your order as much as you like before you click “Checkout” but after this point you will be unable to make changes to your order. Keep in mind our system is designed to fulfill orders as quickly as possible. We cannot cancel or change an order once it has been placed. Although some exceptions can be made.If we sent out your package and your items are returned to us (Packages marked "Return to Sender") due to an incorrect/undeliverable address, we will issue a store credit for the net total minus the shipping fee. You will be held responsible for the initial cost of shipping the package.

 How long after I place my order will it ship?

Orders are shipped Monday through Friday, excluding weekends and holidays. It may take up to 24 hours for an order to be processed. Kindly note shipping may be delayed by our verification team if confirmation is needed for the order. Many of our makers items are made to order. This is listed in the description. If at any time you want to check in on this status, just contact us! We're here to help! 

My order was confirmed, but I just got an email saying an item is out of stock. What does this mean?

Between the time you placed the order and when we processed it, the item was no longer available. We will send you an email with an E-gift card containing the amount you are owed for the cost of the item. Please treat the gift card like cash, as it is store credit you can use during a later purchase. Store credit never expires. 

I placed an order, but haven't seen any movement from Old Kentucky. What's going on?

There are several reasons why your order may have been delayed. Either your order was flagged for risk of fraud, or we needed to contact you to verify your personal information. In all cases, we will reach out to you as soon as an issue is indicated and proceed to ship your items as quickly as possible.

 

Shipping

What company does Old Kentucky use to ship packages?

We offer USPS Priority mail, both domestic and internationally. Our expedited shipping is processed with UPS or FedEx.

How long does shipping within the US take?

Shipping typically takes 2-3 days. Not sure about how long an item will take?

Just ask! 

How do I know my package has shipped and is on its way?

Once you place an order, you will receive an automatic confirmation email. Once your order has been processed or created by the maker, you will receive an automatic email notifying you of shipment with tracking information.

I received a damaged Item, what do I do?

Please take pictures and email us within 48 hours of delivery. We will issue you store credit and you can repurchase the item if desired. We strongly suggest including a tracking number with your package, as we are not liable for those that get lost in transit.

Once we receive your package, we will email you with a store credit code in the amount of your item, plus the cost of the shipping return. Please Note that we can only reimburse you a maximum of $10.00 USD if you do not include a copy of the receipt in your shipment.

Tracking Your Order

How can I track my package (domestic)?

In your shipping confirmation email, you'll get a link to the tracking history. From there, you can monitor your package's progress until it's delivered to your door. Or, visit USPS.com and enter the tracking number emailed to you.

How can I track my package (international)?

In your shipping confirmation email, you'll get a link to the tracking history. From there, please plan an additional 7-10 business days before delivery. To track your package, enter your tracking number here.

I placed an order two weeks/a while ago and just realized I've been getting several emails and missed calls from Old Kentucky… What's going on?

In the event we need to verify your order or need to contact you regarding your order in general, we will attempt to call and email you. If we are unable to reach you several times after 7 business days, we will cancel your order and issue you store credit in the amount of the items plus the shipping fee. If you notice a message from Old Kentucky via phone or email, please call us back as soon as possible to avoid having your purchase cancelled.

My tracking info shows my package was delivered, but I never received it.

Old Kentucky provides customers with the option to track packages. If the tracking information states that your items have been delivered but you have not received it, you must contact the United States Postal Service and discuss the issue with them. Reach USPS HERE or call 1 (800) 222-1811 for domestic or international assistance. Please check around your neighborhood in case another home received it by mistake. Speak with family, roommates, etc. in case they received it on your behalf. The package may also have been left with property managers. We will do our best to assist you, but Old Kentucky does not hold responsibility for packages that are lost or stolen. Please contact your local mail carrier and post office to file a claim.

 If the error is on our part, we will make it right.

Returns

I am in the United States and want to return an item I am not satisfied with.

If you are not happy with your purchase, please contact us so we can make it right. Merchandise must be unworn, unwashed, and still have all tags attached.

I am an international customer and I want to return an item.

Please contact us before returning an item, as there are special circumstances when we cannot accept a return from an international location. We will do our best to accommodate. We are not responsible for returns until they reach our warehouse.

My shoes do not fit, and I want to return them.

No worries, we will accept shoe returns up to 10 days after purchase, as long as the shoes are unworn, are in their original packaging, and you have included the original invoice.

My package is being returned to you, what do I do now?

All packages returned to us due to an invalid address will be restocked and you will be issued a store credit minus the initial shipping charge. We are not able to reship an order as all returned shipments are processed by our Returns Department. 

How long does it take to process returns?

Returns are processed within 2-5 business days after your item(s) are received into our warehouse. Once your return has been processed, you will be issued an online store credit in the form of an E-gift card via email. Please keep your return tracking number for your records. 

Does Old Kentucky issue refunds?

Yes, if the order is returned within 10 days of arrival. 

I got my order, but an item is missing/defective/not what I ordered. What do I do?

Once you receive your order, thoroughly check your delivered items immediately. If you believe an item is missing/defective/not part of your order, you must contact our customer care department within two days of receipt and let us know. 

Don't see your question answered? Shoot us an email at info@oldkentucky231.com with your order number in the subject, or leave a message for our Customer Care department at 1 (270) 438-0764. 
  
Y'all come back now!