Frequently Asked Questions
Here you’ll find answers about our products, sizing, ordering process, and studio partnerships. Whether you’re wearing DPSS or partnering with us, we want to make the process clear, thoughtful, and easy. If you don’t see your question here, please reach out to us. We’re always happy to connect.
ORDERS
How do I place an order?
Simply browse our collections, select your item, choose your size, and add it to your cart. When you’re ready, proceed to checkout and follow the prompts to complete your purchase.
Can I change or cancel my order after placing it?
Because many of our items are made to order, we begin processing quickly. If you need to make a change, please contact us as soon as possible. While we can’t guarantee adjustments, we’ll always do our best to help.
How do I know if my order was successful?
You’ll receive a confirmation email shortly after placing your order. If you don’t see it, please check your spam or promotions folder.
Do you offer custom or personalized items?
At this time, we do not offer custom or personalized products. However, if you would like to receive updates on our product offerings, including select collections and special programs, be sure to sign-up for our newsletter for announcements and limited releases.
Can I place a bulk or group order?
We love supporting studios, teams, and communities. However, our site currently does not offer a bulk/grouo order option. Please reach out to us directly for group order inquiries.
PAYMENTS
What payment methods do you accept?
We accept major credit cards and select digital payment options at checkout.
Do you offer payment plans?
Payment plan options may be available at checkout through select providers.
Is my payment information secure?
Yes, your information is processed securely through trusted payment platforms.
Do you charge sales tax?
Yes, sales tax is applied where required based on your shipping location. We are located in California.
PRODUCTION & FULFILLMENT
Are your items made to order?
Yes, many of our products are created after you place your order. This allows us to produce thoughtfully and reduce waste.
Why did my order arrive in separate packages?
Items may ship separately depending on how they are produced and fulfilled.
How long does production take?
Production typically takes 6-10 business days before your order ships.
Where are your products made?
We work with trusted production partners to ensure quality and consistency across every item. Most of our products are printed in the U.S.
SIZING & PRODUCT CARE
How do I choose the right size?
Please refer to the size guide to help you find your best fit.
Do your items run true to size?
Most items are true to size, though some styles may have a relaxed or fitted feel. When in doubt, we recommend reviewing the size chart.
What materials are your products made from?
We carefully select materials that balance comfort, durability, and everyday wear — designed to move with you, on and off the stage. Staying true to our promise for ethical production and materials, several of our products are made with organic materials.
How should I care for my items?
To preserve the life of your products, we recommend washing inside out in cold water and tumble drying on low or air drying when possible. Please refer to the product labeling or care instructions on the product page for your items.
Will sold-out items be restocked?
From time to time, some products may be temporarily marked as sold out based on our inventory. For some of these products, they might return, while others are limited edition or seasonal. Stay connected with us by joining our mai list so you don’t miss restocks or new drops.
SHIPPING
Where do you ship?
We currently ship within the United States, with plans to expand in the future.
How long does shipping take?
Because many of our items are made to order, please allow time for both production and shipping. Orders typically arrive within 7–14 business days after processing.
How much does shipping cost?
Shipping rates are calculated at checkout based on your location and order size.
Do you offer expedited shipping?
Expedited options may be available at checkout depending on your location and product.
How can I track my order?
Once your order ships, you’ll receive a tracking number via email so you can follow its progress.
What should I do if my order hasn’t arrived?
If your order seems delayed, please reach out to us and we’ll help track it down.
RETURN & REFUND
What is your return policy?
Due to the made-to-order nature of our products, all sales are final and we are unable to accept general returns. However, if there is an issue with your order, please contact us. We will work to resolve the issue.
Do you accept exchanges?
We do not offer standard exchanges. If there is a sizing or product issue, please contact us and we’ll work with you on a solution.
How do I report an issue with my order?
Please contact us within 14 days of receiving your item if there is a defect or error, including your order number and a photo.
When will I receive my refund?
If a refund is approved, it will be processed back to your original payment method. Timing may vary depending on your bank or provider.
PROMOTIONS & DISCOUNTS
Do you offer discount codes?
From time to time, we offer promotions to our community. Be sure to follow us and subscribe to our mailing list for updates.
Can I combine multiple promotions?
Discount codes cannot be combined unless otherwise stated.
How do I apply a promo code?
Enter your code at checkout and click “apply” before completing your purchase.
LOYALTY REWARDS
Do you have a loyalty program?
We do! We encourage all customers to join the Relevé Rewards program by simply creating an account on the site. Every purchase, share, and more earns you points toward exclusive rewards and perks.
What is Relevé Rewards?
Relevé Rewards is the free loyalty program from Dead Pointe Shoes Society™. Members earn points on eligible purchases and activities that can be redeemed for exclusive rewards, discounts, and special member perks.
How do I join?
Simply create a free Dead Pointe Shoes Society account. Once you're signed in, you'll automatically become a Relevé Rewards member and can start earning points.
How do I earn points?
Earn points by shopping, celebrating your birthday, referring friends, and participating in select promotions. Watch for bonus point events throughout the year.
Who can join Relevé Rewards?
Anyone who loves ballet is welcome! Whether you're a dancer, parent, teacher, studio owner, choreographer, volunteer, or devoted supporter, Relevé Rewards is for the entire ballet community.
How do I redeem my points?
When you've earned enough points, simply log into your account and redeem them for available rewards during checkout. Your rewards and points balance are always available in your account dashboard.
If you have a question that isn’t answered here, we’re always here for you. Thank you for being part of the Dead Pointe Shoes Society community