Frequently Asked Questions

General

Who picks the clothes — robots or people?

People. We use technology on the back-end that surfaces recommendations for each user based on fit and style. But a real personal stylist (the sort with years of experience working in production, design and merchandising in men's fashion) has the final say.

Can I change my stylist?

Of course! We rigorously train every one of our stylists to ensure they’re able to work with as wide of a range of clients as possible, but sometimes it may not be the right match. Just email us at support@bombfell.com if you need a change and we’ll switch you to another stylist whom we think may work better with you.

How much is Bombfell?

You only pay for the clothes you keep. Our average price point is $89 per item, with a fair amount of variation. We charge no fees to work with a stylist, and shipping & returns are always on us. When you sign up, you can set your budget by item, and we'll do everything we can to find the best clothes for you within that budget.

Is Bombfell only for men?

We currently only carry menswear, but we welcome everyone! Please email us at support@bombfell.com if you have any specific concerns about whether we can accommodate your size/fit/style.

How do I give Bombfell as a gift?

You can purchase e-gift cards on the Gift page or by clicking on the red “Gift Cards” ribbon on the homepage.

I have a specific question not addressed anywhere in FAQ. What should I do?

Give us a shout! We're not able to provide phone support, but you can email support@bombfell.com with any questions - our Customer Experience team replies to 99% of messages within 24 hours.

My Account

How often will I receive a shipment?

The default option is to receive shipments on a monthly basis, but you can change your frequency to once every two or three months in your Account Preferences or by going to “About You” → “Settings” in your account dashboard.
You can also re-schedule your next shipment in the “Up Next” tab of your account dashboard.

Can I just hold off on shipments for a few months?

If you’re just looking to take a one-time break without changing shipment frequency, you can re-schedule your next email preview date on the Up Next tab or by navigating to “Up Next” in your account dashboard.

I really like Bombfell, but can’t accept any shipments right now. What do I do?

You can pause your account at any time here or by navigating to “Account” → “Billing Info” in your account dashboard and clicking the “Pause My Account” button. When you’re ready to resume, just log back in and follow the prompts!

I need to cancel my account. What should I do?

To cancel your account, visit https://www.bombfell.com/account/cancellation and follow the instructions.

I have a specific question not addressed anywhere in FAQ. What should I do?

Give us a shout! We're not able to provide phone support, but you can email support@bombfell.com with any questions - our Customer Experience team replies to 99% of messages within 24 hours.

Try-On Period

When does my try-on period end?

Your 10-day try-on period begins the day the package is marked delivered by FedEx/USPS. You can confirm the day your try-on period ends by checking the “Your Bombfell shipment's been delivered!” email or by navigating to the My Orders tab in your account dashboard. You will be charged the full amount of the order if you do not request any returns within the try-on period. You can request returns in the My Orders tab in your account dashboard.

I didn’t think my try-on period ended. Why did you charge my account?

The 10 day try-on period starts from the day the package is marked delivered by USPS. But there can be some confusion when -- on rare occasions -- the day that you actually pick up the package is later than the date the tracking shows the package as delivered.
The best thing to do is check the day that your trial period ends, which is stated in the "Your Bombfell shipment's been delivered!" email and is listed on the My Orders tab of your account dashboard. If you need more time, just let us know by emailing support@bombfell.com and we’ll take care of you.

I have a specific question not addressed anywhere in FAQ. What should I do?

Give us a shout! We're not able to provide phone support, but you can email support@bombfell.com with any questions - our Customer Experience team replies to 99% of messages within 24 hours.

Merchandise

What type of clothes do you send?

We currently offer men's casualwear - the stuff in between what you wear at home on the couch and a full-blown suit. The clothes you’ll wear to dinner, to work, out on a date or on the weekends.

What if I don’t like what my stylist picks out for me?

Your stylist will send you a preview email with photos of their picks 48 hours prior to shipping your selection - alternatively, you can view your picks after they’re ready on the Up Next tab or by navigating to “Up Next” in your account dashboard. You can also ask for another selection if you don’t like it, or choose to skip that month entirely. If we don’t hear from you, we’ll ship your selections out after 48 hours.

What if something doesn’t fit or isn’t my style?

Your stylist will do everything possible to ensure you receive clothes that fit, taking into account what brand and size you currently wear, your body shape, past purchases and returns, and photos of you if available.
However, if we get any picks wrong you can simply log into your account via the website or mobile app, submit your feedback and use the prepaid return label included in your shipment to send the clothes back.

Do you carry shoes?

We don’t currently carry shoes, but your stylist would be happy to make recommendations!

Do you carry Big & Tall?

We have a very limited selection of Big & Tall sizing, but it's not yet as extensive as the rest of our sizes. We may have some pieces that could work, but we may not be able to send as frequently as every month.
For bottoms, we carry a few styles in waist size from 38" to 46", and up to a 36" inseam in select waist sizes. For tops, we carry XLB to 4XB in Big sizing and for tall sizing XLT to 3XT.

I have a specific question not addressed anywhere in FAQ. What should I do?

Give us a shout! We're not able to provide phone support, but you can email support@bombfell.com with any questions - our Customer Experience team replies to 99% of messages within 24 hours.

Shipping

Who is your shipping partner?

Orders are shipped via FedEx or USPS, depending on the order contents and location being shipped to.

What happens if no one is home to receive my shipment?

If your order has not already shipped, you can cancel your shipment via the Up Next tab or by navigating to “Up Next” on your account dashboard.
If the option is available, you may also attempt to intercept the shipment here or by navigating to “My Orders” on your account dashboard and clicking the “Try to Intercept” button.
For orders that have shipped, FedEx/USPS is instructed to leave your package only if a safe location is available. Depending on your order contents, a signature may be required. If the carrier is unable to leave your package, they will re-attempt delivery two more times.
You can track your shipment here or by navigating to “My Orders” on your account dashboard and clicking the tracking link for your order.

My tracking information says “Delivered” but I don’t have the package!

Packages can sometimes show as delivered in online tracking while still in transit, so give it a day or two. Large apartment complexes may also take additional time to process shipments.
If it takes any longer than that, email support@bombfell.com and we’ll investigate what’s going on. Or we can perform Jedi mind tricks. Dealer's choice.

My order is shipping to the wrong address!

If your order is eligible for mail forwarding, the package should still get to you, though it may take additional time (up to 4 weeks) due to re-routing. Email support@bombfell.com to let us know and we'll make the necessary adjustments on our end to allow for forwarding time.
We aren’t able to intercept orders after they’ve left our warehouse, so if you don’t have mail forwarding please make arrangements to pick up your order from your previous address.

My tracking information has not updated in several days.

On rare occasions, packages can be held at our shipping partner’s distribution centers for several days before pickup by FedEx. If your shipment has been stuck in one location for more than 4 days, email support@bombfell.com with your order information and we’ll investigate!

Where do you ship to?

We ship to all 50 states in the United States, U.S. territories and APO/DPO/FPO addresses. We don’t currently ship internationally, but we’re working on it!

I have a specific question not addressed anywhere in FAQ. What should I do?

Give us a shout! We're not able to provide phone support, but you can email support@bombfell.com with any questions - our Customer Experience team replies to 99% of messages within 24 hours.

Returns

What is your return policy

We only accept returns of items that are unused, unworn, unwashed and undamaged. Tags (if applicable) should be intact. Returns that have not been shipped 14 days after requesting a return will be charged. Returns requested 30 days after delivery are refunded in store credit and subject to $10 restocking fee. Refunds and credits will be issued upon receipt of all eligible returns.

How do I return items I don’t want?

If your address is in the United States:

A prepaid return label is included in every shipment!

  1. Click "Request Return" on the My Orders page to generate a Return ID.
  2. Write the Return ID on the original invoice included with your shipment and include the invoice with the clothes you're returning. You can reuse the original box/bag to send back the returns. Make sure the package is properly sealed!
  3. Peel off the prepaid return label and attach to the package (be sure to cover the original label!).
  4. Drop off at the nearest FedEx location or USPS post office. (Please don't drop it off at self-serve drop boxes as this results in delays!)

If your address is APO/DPO/FPO/U.S. Territory:

Due to customs regulations, a prepaid return label cannot be included in your shipment.

  1. Click "Request Return" on the My Orders page to generate a prepaid return label.
  2. Print out the label and tape it to the original packaging (be sure to cover the original label!). You can reuse the original box/bag to send back the returns. Make sure the package is properly sealed!
  3. Drop off at the nearest USPS location.

I lost my return label. How do I ship my returns back to you?

Contact support@bombfell.com and we’ll e-mail you another return label! Please do not pay for your own return label. We are unable to track self-purchased labels. This will delay or interfere with return processing, and you may be charged for the items.

Has my return arrived at your warehouse yet?

Visit the My Orders tab in your account dashboard and click on the link below "Return Tracking" next to your order to view the return tracking.
Returns take 1-3 business days after delivery to be processed. You'll receive an email notification including confirmation of any applicable refund as soon as your return has been processed.

What is your return policy regarding grooming products, underwear, swimwear and socks?

Sales of underwear and grooming products are final and cannot be returned.
Swimwear may be returned, however you must wear underwear or shorts when trying on.
Socks can only be returned unopened in their original packaging.

I have a specific question not addressed anywhere in FAQ. What should I do?

Give us a shout! We're not able to provide phone support, but you can email support@bombfell.com with any questions - our Customer Experience team replies to 99% of messages within 24 hours.

Billing

When will I get charged?

Before your order ships, we pre-authorize your credit card. After your order arrives, if you:

  • Mark an item as “Keep It” while leaving feedback on your order, we will charge you the next day for that item.
  • Do not request to return any items, we will charge your card for the full cost of the order after the 10-day try-on period.
  • If tracking on the included prepaid return label does not update for 2 weeks after you’ve requested returns to indicate they’ve been dropped off, you will be charged for the cost of any unpaid items that you had requested a return for. (We’ll email you a reminder to drop off your returns after 1 week if you still haven’t dropped them off).

Do you charge any additional fees on top of the price of the clothing?

Nope, we never charge you a price that's more than what it normally retails for - that includes the personalized service you receive from your stylist. We also cover the cost of shipping and returns, so you can send anything you don’t like back within the try-on period if you don't think it's worth the price.

I added an item to my upcoming order. When am I charged for that?

Items you add yourself (rather than your stylist selecting for you) are charged when your order ships, like a normal online store. You’ll have 30 days from arrival to return any items you add yourself. Just keep them in unworn condition with tags still on. Sorry, no underwear or grooming product returns.

My order is about to ship, why do I see a charge on my account?

Unless you added an item to your order (see above), it's not a charge. Bombfell validates your card before shipping to ensure that the payment info is still valid and able to pay for the clothing if you decide to keep them. That validation is immediately voided (and again, it is NOT an actual charge) and will disappear from your statement within a few days.

Do you charge sales tax?

Depending on your shipping address, you may be charged applicable state, county and city sales taxes on your shipments. You will see the estimated taxes for items you purchase before your credit/debit card is charged.

Do you accept prepaid cards? What about PayPal, Bitcoin, Venmo or Apple Pay?

At this time we only accept valid credit and debit cards.

Where can I view my store credit balance?

You can view your store credit balance on the Billing tab or by navigating to “Account” → “Billing Info” in your account dashboard.

I have a specific question not addressed anywhere in FAQ. What should I do?

Give us a shout! We're not able to provide phone support, but you can email support@bombfell.com with any questions - our Customer Experience team replies to 99% of messages within 24 hours.