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How Can We Help You? - Frequently Asked Questions at Destira

How can we help you?

Our apparel runs true to size as we follow national clothing standards. The size your gymnast wears in street clothing, like at major retail brands such as Target or Old Navy, is a great starting point. We discourage using other leotard brands as a reference point as all brands size differently.


Our size chart has the most up-to-date information regarding fit. We recommend measuring your gymnast and referring to the chart when deciding which size to order to get the best, most accurate suggestion.


Each athletes’ build is different so you might find that some of your measurements don’t align perfectly. If you’re deciding between two different sizes, we suggest choosing the size that is closest to your athlete’s torso measurement as this is the most important one. It's also worth considering which of the two sizes they are closest to and whether you'd prefer to leave a little more room to grow. Leotards are made to fit tightly so we suggest sizing up for a more relaxed fit. Should your item not fit as expected, we always offer free first time exchanges.


If something a little larger or small fit than usual, we will let you know!


*Our Junior (JR) size has recently been renamed to Child X-Large (CXL). 

The proper way to care for your leotard is to hand wash inside out in cold water using a mild detergent and hang to dry. Washing machines, velcro on mats and gym equipment can cause damage to details such as the fabric, embellishments and straps. Do not use Woolite, granular detergent, fabric softener, or bleach. Do not iron. 


Our leotards are designed to exceed product lifetime standards for athletic wear. Garments that undergo the demands of sports can expect a life span of about 1.5-2 years if care instructions are adhered to. 


You can check out our full care instructions for more details.

PRE-SALE


Pre-sale items are part of a group order that gets custom made. They go into production 6-8 weeks after the pre-sale has ended as they are made to order. Any product changes such as adding additional items or size adjustments can be made while the pre-sale is still open. Once it has closed, we are unable to accommodate any order edits because the items will have already gone into production. If the pre-sale is hosted through your gym, we recommend contacting them directly to see if they have any additional items available as all extras are ordered by and sent to them.  




BACKORDERED


Backordered items are items that are out of stock and not available for immediate shipping but are currently in the process of being produced. They are often popular styles that have sold out but are coming back soon. You can purchase one ahead of time to guarantee you snag the size you need. If you prefer to be notified when an item becomes available for purchase again, select the size you want to purchase and the “Add To Cart” box will be replaced with “Notify Me When Available”. Simply click this and enter your email. We’ll send you an email notification once the item is back in stock again! 




We want you to be able to enjoy your Destira gear as soon as possible! Therefore, we will ship all items that are stocked in our warehouse at the time of purchase. Your pre-sale or backordered item(s) will then ship separately once it arrives at our warehouse. You will be sent a notification email with tracking information so you can follow your package on its journey to you at the time of fulfillment. 


*International orders that include a pre-sale or backordered item(s) will be held until the full order can be shipped. 

FABRIC


We offer four different fabric options: spandex, mystique hologram, performance and velvet. Our spandex fabric is our softest material and will provide the most stretch. It is the base material for every leotard. Gymnasts who experience sensory sensitivity really love this material as it is said to feel like second skin. Our mystique hologram is our heaviest fabric. It consists of a lycra base with foil overlay so it's perfect for any athlete looking for that extra sparkle and shine. This layering restricts the stretching of the fabric and therefore, can have a tighter feel. Our performance and velvet fabrics fall somewhere in the middle of the two. Some athletes feel that velvet wears warmer than other materials. 




SILHOUETTE


Our tank, racerback, woven back, and open back styles are our core silhouettes with some leotards sporting fun variations. Our perfect tank leotard is our standard cut. However, silhouettes such as woven backs or open backs can provide a little more wiggle room in certain areas. We suggest open backs and thinner strap styles for any athletes with longer torsos or if they are in between sizes.




Check out our blog post on how to find the right leotard for your gymnast!

If there's something specific we can help you find, let us know! We'd be more than happy to send you in the right direction.

Happy shopping :)

Mystery inventory consists of discontinued styles we’ve made too much of or have found themselves in low inventory, and is constantly changing so you never know what you’re going to get. When you order a mystery bundle, you’ll be surprised with three specially handpicked leotards. Our team thoughtfully chooses a variety of different styles, colors and fabrics that we think you’ll love. Because we offer these leotards at a heavily discounted price, these items are final sale. 


There is a comments box in your cart at checkout where you can include leotards you’ve already received or other preferences. Inventory is subject to what is available at the time of fulfillment so we can’t guarantee we’ll be able to accommodate all requests but our team promises to do their best.  

The cost of shipping depends on location and which service you choose your package to travel by. Here are the different services available:

  1. USPS First Class Mail/Economy Select: flat rate $6.95
  2. USPS Priority Mail: dependent on weight*
  3. USPS Express Mail: dependent on weight*
  4. UPS Ground: dependent on weight*
  5. UPS 2nd Day Air: dependent on weight*
  6. UPS Next Day Air: dependent on weight*

Orders over $99 within the continguous Continental US enjoy free First Class shipping! 

To qualify for free shipping, the subtotal of your order must be over $99 after discounts are applied and before shipping costs are added. 


Above rates do not apply to international destinations. Full price for all countries displayed at checkout.


Destira promises to ship your order within 1-2 business days after placement for orders traveling Priority, Express or Air. All other orders will ship within 4 business days after placement.


Transit and delivery time will vary depending on delivery location, chosen shipment method, carrier capacity and possible other factors. Here are the estimated timelines for your package to arrive to you once the order has been fulfilled:

  1. USPS First Class Mail/Economy Select: 6-10 business days
  2. USPS Priority Mail: 2-4 business days
  3. USPS Express Mail : 1-3 business days
  4. UPS Ground: 3-5 days
  5. UPS 2nd Day Air: 2-3 business days
  6. UPS Next Day Air: 1-2 business days

 *Ship dates are applicable to the contiguous Continental US only. Destira is not responsible for courier delays due to natural disasters or current events once the package leaves the Destira distribution center. International orders that include a pre-sale item will be held until the full order can be shipped. 


Recent Delays

You may experience shipping delays with your Destira order. An increase of packages are expected to travel Ground instead of Air shipping; and because of this change in courier operations, standard times for shipping are longer than usual. Please allow extra time for delivery as tracking statuses are not always up to date. 

Yes! We currently only ship to Canada, Mexico, Australia and New Zealand, but are working to expand our reach. Please contact us for inquiries regarding other countries.


We offer shipping via DHL Worldwide International, USPS International or UPS Worldwide. Transit and delivery time will vary depending on delivery location, chosen shipment method and possible other factors. 


Packages are subject to delays or complications while undergoing customs clearance that are out of Destira's control. Destira is not responsible for lost or stolen packages, courier delays due to natural disasters or current events, or issues regarding customs clearance once the package leaves the Destira distribution center. 


Both pre-paid and post-paid taxes and duties options are available at checkout. Customers are responsible for all taxes, duties or other applicable fees where necessary. Packages are subject to unexpected additional fees and are the responsibility of the customer. Customers will be charged any shipping and customs fees for packages returned to Destira due to refusal or insufficient payment.


Customers are expected to comply with all laws and regulations of the destination country. Not all countries have the same laws and regulations so it is strongly recommended that you contact the local customs department for complete information.  


*International orders that include a pre-sale item will be held until the full order can be shipped. 

Sometimes packages are prematurely marked delivered and don't get dropped off until the next day or so. We suggest allowing a buffer of up to 3 business days for your package to show up. Here are some things we suggest doing in the meantime if you haven't already:

  1. Check with your neighbors; sometimes packages are accidentally delivered to a nearby residence.
  2. Check with family members; sometimes family members retrieve the package and place it in the house.
  3. Contact your local post office; if the delivery person has difficulty getting the package to you, it will be returned to the post office. 
  4. Revisit your order confirmation and make sure it was shipped to the correct address.

If you believe your order is lost, your next step would be to submit a USPS missing mail search request or file a UPS claim with your local courier. If it's been more than 10 business days since post marked delivered, reach out to us. You're satisfaction is of the utmost importance to us and we would love to help resolve the issue! 


Recent Delays

You may experience shipping delays with your Destira order. An increase of packages are expected to travel Ground instead of Air shipping; and because of this change in courier operations, standard times for shipping are longer than usual. Please allow extra time for delivery as tracking statuses are not always up to date. Destira is not responsible for lost or stolen packages, or courier delays due to natural disasters or current events once the package leaves the Destira distribution center. 

Our warehouse is located at 822 American Street, San Carlos, CA 94407. You can come visit our little pro-shop Monday through Friday from 10am-4pm!




If you need service assistance, our business hours are Monday through Thursday, 9:00am – 4:30pm PST, and Friday 9:00am - 1:00pm PST. You can call us at 1-877-741-1325 or email us at support@destira.com


Our team is small but mighty and many of us wear multiple hats. We’re always working hard to provide you the best experience and want to make ourselves available where possible.


If you happen to catch us while we’re out of the office, please leave us a message with your name, contact information and a detailed description of how we can help you. We promise to have a member of our support team get back to you within one business day. 


We always want your athlete to feel comfortable and confident in their Destira gear. If you’re not 100% satisfied with your purchase, we’d be happy to accept a return for refund, exchange or store credit.

Returns are valid within 30 days of purchase and will be subject to the following conditions:

  • Garment is unworn and has all tags and scrunchie attached.
  • Garment is not marked or damaged in any way.
  • Purchase was made on Destira.com - purchases must be returned or exchanged at original source of purchase (i.e. gym, pro-shop, etc.).

Items not meeting the above conditions will only be eligible for store credit and are subject to additional fees.


Wholesale orders are not eligible for return. For assistance, please contact proshop@destira.com


*For all international orders, any shipping costs will be the customer's responsibility. We are unable to provide pre-paid labels or cover any costs to or from your destination. If you are dissatisfied with an item, please contact us for we can work with you to resolve the issue.




REFUNDS


Customers are responsible for the return shipping costs. Refund requests will be charged a flat $6.95 return shipping fee upon processing if the prepaid label provided is used. If you choose to opt out of using the prepaid label provided, we ask that you still submit your return through our return portal, include the return authorization slip and note in your return that you are shipping your package independently. If you purchase multiple sizes to try and return the ones that don't work for a refund, please make note in your return and we will not charge you the return shipping fee upon processing.


EXCHANGES


Exchanges: exchanges are risk-free! Whether you’re trying a new size, color or item, exchange shipping is on us. Please be aware that free round trip shipping is valid for first time exchanges only. For any subsequent exchanges, you will be charged a flat $6.95 shipping fee. Exchanges will be shipped once your return arrives at our warehouse. The fastest way to make an exchange would be to place a new order now and return your original items for a refund. If you enjoyed a discount by using a promo code on your original purchase, the discount will not be carried over to an exchange of a different item. Your original purchase will be used as a credit towards your exchange order. If there is a balance due, we will email you an invoice for the difference. Your order will remain on hold until the invoice is completed. If there is a balance owed, we will refund you the difference. 


STORE CREDITS


Store credits will be issued in the form of a digital code and will be emailed to you upon processing. Returns for store credit will not be charged a shipping fee.



First time exchanges are always free!  We are not responsible for any lost, stolen or damaged packages. 


PURCHASES MADE THROUGH DESTIRA.COM


To start your return, visit our return portal and follow these easy steps!

  1. Enter the email address used to place your order and we will send you a link to open your order history.
  2. Select the order number with the item(s) you'd like to return.
  3. Choose between receiving a refund, store credit or making an exchange.

If you choose exchange, you'll be directed to Destira's catalog where you can choose your new item as well as add any additional items you’d like to include in your new order.


Once you complete all of the required steps, you'll receive a confirmation email verifying that we received your request with a prepaid shipping label attached to send your return back to us. Please also include the return authorization slip in your package. You'll be continually updated on the status of your return as it reaches different stages in the return process.




If you prefer to ship your return back independently, please send all returns to:

Destira
ATTN: Returns
822 American Street
San Carlos, CA 94070


We ask that you still submit your return through our return portal, include the return authorization slip and note in your return that you are shipping your package independently. If for some reason you aren't able to submit your return through our portal, we kindly ask that you include a note with your contact information, original order number and instructions for the team so they know how to process your return when it arrives at our warehouse. We highly encourage you to keep record of your tracking information until you receive confirmation that we’ve received your return in case there are any issues regarding the safe delivery of your package. 


*Wholesale orders are not eligible for return. For assistance, please contact proshop@destira.com




PURCHASES MADE THROUGH AMAZON.COM


You can start your return by heading to "Your Account" on Amazon.com. Click "Your Orders" where you'll receive access to your order history as well as a link to the seller profile outlining the return policies that apply. If you qualify for a refund, you can print a return shipping label to send your item back to us. Please have your order ID ready. 

Unfortunately, Amazon does not feature a way to process direct exchanges. If you're looking to exchange your item, please return your original item and place another order for your new item.

*Orders placed through Amazon must go through the Amazon return process.

How to return a gift:

  1. Click on the blue “Start a Gift Return” link.
  2. Enter the order number (without the beginning 3).
  3. Enter the postal code as it appeared on the shipping label.
  4. Enter the recipient's full name as it appeared on the shipping label.
  5. Enter the email address to which the return shipping label should be sent.
  6. Click the “Start Return” button at the bottom of the page.
  7. Confirm your (the recipient) address.
  8. Choose between exchanging your item or receiving store credit.

Don’t worry, this is all private! The original purchaser will not be notified of your return. Their information is needed simply to connect the item(s) to the order we have on file. We promise to keep it between us! 


If you need help with the process or are missing any of the required information, feel free to contact us. We’d be happy to look up the necessary information for you. 

We ask that you allow 10-14 business days for your return/exchange to be completed. 


After submitting your return, we will provide a prepaid first class shipping label that requires 2-10 business days for travel. This is dependent on your location, courier capacity and possible other factors. Once we receive your return, it can take up to 5 business days to be processed by one of our team members. You will be updated via email on the status of your return as it continues to move through the return process. 





REFUNDS


For refunds, we estimate and allowance of 3-4 business days for refunds to reflect back on your original form of payment. If you don't see the credit appear on your bank statement after 4 business days, we strongly encourage you to contact your bank directly and happy to provide any necessary information.




EXCHANGES


We require the original item be returned to our distribution center before sending out a new item. We'd be happy to help ensure your new items arrive as soon as possible with our expedited exchange option. The fastest way to make an exchange would be to place a new order now and return your original items for a refund. To start an expedited exchange, follow these easy steps:

1. Process your return using our return portal and select refund. Be sure to include a note that this is an "expedited exchange" so our team knows what to do during processing.

2. Place an order for your new item per usual on Destira.com. You will be charged for shipping but don’t worry! We’ll refund you for this once we fulfill your new order.

3. Make sure to include the same "expedited exchange" note in the comments section of your cart at checkout so we can make notes in your order to honor the terms of our exchange policy including the transfer of discounts.


We will fulfill your new order at the time of purchase and will refund you in full once your return arrives.


Alternatively, you are welcome to independently ship your return back to us using a priority or express mail service so it arrives at our warehouse quicker and therefore, will be processed sooner. We’re happy to refund you our courtesy shipping fee of $6.95 upon processing. If you choose to do this, we highly encourage you to keep record of your tracking information until you receive confirmation that we’ve received your return at our warehouse in case there are any issues regarding the safe delivery of your package.




You can contact us if you need any assistance. We’d be happy to walk you through the process to make sure you receive your new items in time to meet your deadline.


*Wholesale orders are not eligible for return. For assistance, please contact proshop@destira.com

We appreciate you bringing any and all issues to our attention. Your satisfaction is of the utmost importance to us and we would love the chance to make your athlete happy with their new Destira gear. 

We kindly ask that you process an exchange as normal so we can document the problem and send you a pre-paid return shipping label. You can learn how to start the process here.




DAMAGED


Although we package every order carefully to prevent damage in transit, occasionally an item will arrive damaged. Please select the return type as "Replacement" and return reason as "Damage" when processing your return. We will send you a replacement of the exact same item.


PRODUCTION ERROR


Sending your order in the quality you expect is just as important to us as it is to you. We do everything possible to ship your item(s) in perfect condition, but there are rare cases where one will slip through. Sharing these errors to our production manager is a must so we can hold our team accountable. Please select the return type as "Replacement" and return reason as "Faulty Product" when processing your return. We will send you a replacement of the exact same item.  


FULFILLMENT ERROR


We carefully pack items to ensure every item in your order is correct, but occasionally we do make mistakes. All errors are elevated to our fulfillment manager's attention as we take every opportunity to learn and improve. We're human though and appreciate your understanding. Please select the return type as "Replacement" and the return reason as "Fulfillment Error" and select the correct item for exchange.




If you experienced any of the above issues, we sincerely apologize. We understand the inconvenience this may cause and will work hard to prevent the problem from happening again.


For wholesale orders, please contact proshop@destira.com for assistance.

The reason you are seeing a $0 refund is because you are returning an item that has already been exchanged. This exchange lives in a separate order that shows no transactions made. Payment is in your original order; therefore, the system doesn't calculate a credit available to refund in the exchange order.


Please submit your request per usual; our team is equipped to process your refund appropriately. If you believe you’ve been refunded incorrectly, please contact us. We'd be happy resolve the issue!

Our new rewards program gives back to our customers for what you’re already doing: shopping, sharing, connecting with our community. When you engage with our community or make a purchase under your account, you'll earn Star Points. 


You can apply your points to future purchases and redeem perks such as free shipping or coupons. Signing up for our rewards program is quick and easy – it only takes 5 minutes of your time and is completely free! All you really need to register is your name and email, but adding additional information such as your birthday and size can help us make your experience the best it can be. You might just receive a special gift on your birthday ;)




COLLECTING STAR POINTS


There are many ways you can earn Star Points. You will be gifted 200 Star Points just for signing up! Then, for every purchase you make, you’ll earn 5 Star Points for each $1 spent.


Here are some other easy ways you can collect points:

  1. Celebrate a birthday = 200 Star Points
  2. Follow us on Instagram = 100 Star Points
  3. Like us on Facebook = 100 Star Points
  4. Share on Facebook = 50 Star Points



REDEEMING STAR POINTS


After collecting enough Star Points, you can redeem them for special perks such as free shipping or coupons to use on your purchase.


Here are all the ways you can redeem your Star Points:

  1. Free Ground Shipping = 500 Star Points
  2. $5 off coupon = 500 Star Points
  3. $10 off coupon = 1000 Star Points
  4. 5% off coupon = 1500 Star Points
  5. $15 off coupon = 1500 Star Points


*This program is only available to retail customers. Wholesale customers are not eligible for rewards.


You can log in to your account by clicking “Log in” in the top right corner of your screen. Enter the email and password that you registered your account under to connect to your profile. The “Log in” link will then change to “Hi, [Your Name]” which you can click on to view your account details. Once logged in, you’ll be able to access your rewards portal and any purchases made while signed in will be automatically stored in your account.  


There are two ways to redeem your points:


1. You should receive an email once you have a reward available to redeem. In that email, there will be a link that directs you to Destira.com. If you enter the site through that link, your discount will automatically be applied.


2. If you're signed into your account on Destira.com, the little blue rewards center in the bottom left corner of the screen will provide you a list of your available rewards to redeem. You can select the reward you would like to use and it will provide you with a code. Simply copy and paste the code as you would for any other discount at checkout to redeem it!



If you need to reset your password, please email support@destira.comand we can assist you. 

 

*This program is only available to retail customers. Wholesale customers are not eligible for rewards.

Once directed to the billing information, there will be a box to enter a discount code under the list of items in your cart. You’ll know it’s been successfully applied when your order total updates.

Unfortunately, discount codes do not stack and cannot be applied to mystery or custom made items.




If you’re unable to use your code, here are some of the common reasons your code may not be working:

  1.  The code has expired.
  2.  The code has limited usage and has already been applied the maximum amount of times.
  3.  The item(s) in your cart are excluded from discounts/special promotions such as mystery or custom made items.
  4.  The code is not being entered in the correct box at checkout.
  5.  You have already applied a discount code. Unfortunately, discount codes do not stack.


If none of these reasons apply or you require further assistance, reach out to us. We’d be happy to look into it for you!




If you want the inside scoop and to be one of the firsts to know when new launches drop or sales happen, you can subscribe to our newsletter by entering your email address at the bottom of the homepage on Destira.com. To sign up for texts, simply text LEOTARD to 1-833-535-2448. Both actions will gift you with a 15% off welcome discount!


*We honor the retroactive application of codes as long as the code has not expired and has not exceeded the number of allowed uses. Special promotions such as holiday and flash sales are excluded from this privilege.

All Destira affiliates have a unique link often shared on their website or social media channels. When you make a purchase through this link, your order is automatically credited to their account. We encourage you to reach out to your gym for access to their link so you can show your support! 

Yes! We have a few different programs to help stock your pro-shop full of amazing Destira product. You can fill out a contact request form to connect with one of our account managers. They will work with you to decide which program will best meet your needs and help create your account! 

We have a wonderful team who is ready to help you create your perfect custom leotard! To get connected with them, please fill out a contact request form


For those who already have an idea of their design concept, you can also fill out an inquiry order form. We have a dedicated FAQ page for our custom project process that's a great resource for those looking for more detailed information. 


You can also learn how to sell your leotards through Destira.com here. Our team looks forward to sharing your creativity and can't wait to help you turn your vision into a finished product! 

When you open a digital pro-shop with Destira, you become part of our Destira Affiliate Program. We'll provide you with a unique link and when your athletes make a purchase through it, you'll receive a percentage of the proceeds. 


Click here for more information or fill out our request form to get started! One of our account managers will reach out once we receive your request. We're eager to meet you and can't wait to partner with you! 


If you already have an account, you can sign in here. By signing into your affiliate portal, you’ll have access to every order placed under your link. If you have any questions, contact proshop@destira.com.

Destira is always accepting new applications to be a Destira Star Ambassador! If you love Destira and would like the opportunity to represent our brand, we encourage you to apply. Please fill out our ambassador application. We look forward to getting to know you!

Please be aware that only chosen applicants will be notified and are chosen semi-yearly. 

We'd love for you to apply to be one of models for an upcoming shoot! If you thrive in front of the camera, please fill out an application here.


We are located in San Carlos, CA and hold photoshoots locally so you must be located in the Bay Area. All applicants are also required to have a parent or guardian's permission.

 

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