Help Center / FAQs
Care instructions are noted on each garment. Most garments are pre-washed to minimize shrinking. We recommend to turn inside out to protect the printed design, machine wash on cold, and tumble dry on low or hang dry to avoid any additional shrinking.
The best way to know when an item is back in stock is to sign-up to receive in-stock notifications or subscribe to our email list. You can also follow us on social @TheSims or check back here at our shop. We will do our best to provide estimates if available on when items will be restocked.
Please note that pre-orders will have a delay in shipping. We will do our best to provide the estimated ship date and ship out as soon as we can. Please check the product description for expected ship timeframes. It's important for us to be as transparent as possible with our community. Offering pre-orders allows us to be more sustainable by only making what you, our community want. Please reach out to us if you have any questions.
Sizing varies across our products. Please view the sizing chart or refer to the product image model sizing for reference. Some products that don’t have sizing charts will include size and fit recommendations in the product description.
We are happy to offer a 30 day return policy. After 30 days, we can no longer accept returns. We do not offer returns on products that are marked as final sale. Additional non-returnable items include: giftcards, sale items, downloadable products, personalized products, and print-on-demand products.
You will be responsible for paying for shipping costs or additional duties and duties charged for returning or exchanging your items. Shipping costs are non-refundable. If you would like to request an exchange or return, we’d be happy to help. Please email us with your name, order number and items for exchange/return via firstname.lastname@example.org.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment. If you have not received an update for us about this within 10 business days of your return delivering then please contact us.
Don’t worry! We’ll make it right. If you receive an incorrect item in your shipment, please email email@example.com as soon as possible.
Shipping charges for your order will be calculated and displayed at checkout. Shipping charges and delivery estimates vary by product, delivery address and delivery method selected. Please read product descriptions carefully as some items and preorder items will have delayed ship times.
Currently our merch is shipped out of the US, which unfortunately does mean that folks outside of America will experience higher shipping costs, custom charges, and longer shipping times. Ensuring The Sims is accessible across the globe is really important to us, and we hope to be able to improve this in the future. If you have any questions, please email us at firstname.lastname@example.org.
Yes, we ship internationally to most countries. If you are ordering internationally, you may be subject to customs fees and fulfillment delays. Please note that Shop the Sims is not responsible for any customs and duties applied to your order. All fees imposed during or after shipping are the responsibility of the customer (VAT, duties, tariffs, taxes, etc.).
Customs clearance does not adhere to a time frame and can delay the delivery. Neither the shipping carrier or Shop The Sims have control over the customs procedure.
We do not ship to the following countries/regions: Afghanistan, Angola, Antigua and Barbuda, Albania, Barbados, Belarus, Benin, Bhutan, Brunei, Bolivia, Botswana, Burundi, Cambodia, Cayman Islands, Chad, China (including Hong Kong, Macau), Cuba, Republic of the Congo, Curaçao, Ecuador, Equatorial Guinea, Fiji, French Polynesia, The Gambia, Georgia, Guinea, Guyana, Honduras, Kuwait, Lao People's Democratic Republic, Lesotho, Liberia, Libya, Madagascar, Malawi, Maldives, Mali, Mauritania, Mauritius, Moldova, Mongolia, Montenegro, Myanmar, North Korea, Niue, Russia, Palestinian Territories, Panama, Papua New Guinea, Réunion, Russia, Rwanda, Samoa, Serbia, Sierra Leone, Sri Lanka, Suriname, Syrian Arab Republic, Taiwan, Tanzania, Togo, Trinidad and Tobago, Tunisia, Ukraine, Uruguay, Yemen, Venezuela, United States Minor Outlying Islands, Yemen, Zambia, and Zimbabwe.
We do! Please select, "Ship orders to addresses within the US, Canada, and APO / FPO military addresses". When shipping to an APO, please make sure to include the complete APO address. You must select USA as the country. Please note that UPS does NOT ship to APO/FPO addresses.
Yes, we ship our items from multiple facilities. Because of this you may receive your order in separate shipments and on different days.
We recommend doing the following within 2 days of expected delivery:
- Look for a notice of attempted delivery
- Look around the delivery location for your package
- See if someone else accepted the delivery
- Some packages travel through multiple carriers; check your mailbox or wherever else you receive mail.
Please contact email@example.com
Please allow 3-5 business days to process your order before it ships.
Once your order is shipped, delivery time will be determined by the method you chose at checkout:
- Standard Flat Rate: 5-8 business days
- Ground: 3-5 business days
- 2 Day: 1-3 business days
- Flat Rate International: 10-14 business days
Please note, these estimates are transit times from the date the order has shipped and are subject to shipping carrier delays. We’ll do our best to notify ahead of time if information is available.
2 Day shipping refers to the number of business days your package will be in transit once it has shipped. These orders are not guaranteed to be delivered within 2 days of purchase.
When your order is placed you should receive an order confirmation via email. If you didn’t receive a confirmation after 24 hours of placing the order, please contact us at firstname.lastname@example.org. Once your order ships, you will receive a shipping confirmation email with tracking information.
Unfortunately we cannot combine orders, they are individually processed as soon as they are placed.
We process orders very quickly in order to ensure the fastest delivery possible. If your order has not started processing, we will do our best to accommodate all requests including size changes, address changes or order cancellations. Once your order has gone into processing or has shipped, we cannot make any changes.
Please check all information very carefully before placing your order. If you discover a mistake with your address, please contact us ASAP and include the correct address in your email to us.