FREQUENTLY ASKED QUESTIONS

DO I NEED TO SET UP AN ACCOUNT TO PLACE AN ORDER?

You can shop at EL GENERAL WESTERN WEAR without creating an account.

However, register with us and you'll be able to enjoy the following benefits:

      • Track your orders and review past purchases
      • Request a return or exchange directly from your account
      • Add sold out items and products you love to your Wish List
      • Preview our new collections and register your interest for your favorite pieces through our seasonal Lookbook
      • Save your address and card details so you can shop even quicker next time
      • Sales!
      • Giveaways and much more 
IS MY PERSONAL INFORMATION KEPT PRIVATE?

Please be assured that we take data protection seriously, and your information will only be shared with third parties where they abide by applicable data protection legislation For more information, please read our Privacy Policy in full.

 HOW MANY ITEMS CAN I BUY IN ONE PURCHASE? As many as you like, we do not have any minimum purchase.

DO YOU GIVE REFUNDS? We do not offer refunds. If you did not like your purchase or want to exchange it for a different size or something different you may contact us via phone or email for further assistance on exchanging your item. 

I HAVE NOT RECEIVED MY SHIPPING CONFIRMATION, WHAT SHOULD I DO? Shipping confirmations are Emailed to whatever Email was provided at the time that the order was placed. Please note that shipping confirmations may take from 3 to 5 business days or more on special orders. If you have not received shipping confirmation after 7 business days please contact us at 2sales@elgeneral.net your email could be incorrect. 

 

I'VE PALCED AN ORDER. WHEN WILL MY PACKAGE ARRIVE? We offer shipments via FedEx, UPS & USPS. The processing time for orders is 3 to 5 business days. After that delivery time within the US is 3 to 6 days. Please keep in mind that during holidays this time may vary. You will receive tracking number as soon as shipment is processed. Tracking wil give status as soon as the carrier has picked up packages. Thank you for your patience.

 

CAN I CHANGE MY ORDER ONCE I'VE PLACED IT? No, once you place an order it is final. Exceptions apply if you call immediately or within the next business day if the order has not been shipped.

 

WHAT IF THE PRODUCT DOES NOT FIT? You may exchange as long as its not a liquidation item. Please note that all shipping expenses will be covered by the customer. Please contact us via phone 562-450-5002 or email 2sales@elgeneral.net before returning your purchase. 

 

DO YOU OFFER RETURNS? Not on FINAL SALE/Liquidation products. All liquidation products are final sale. Other products may be exchanged within 30 days of receipt of package. Please note that all exchanges must be shipped and cost must be covered by the customer. In order to avoid surcharges, products must be returned in the same condition as they were sent. We do not offer refunds. 

 

WHAT METHOD IS USED FOR SHIPPING?We offer FedEx, UPS & USPS.

 

I'VE FORGOTTEN MY PASSWORD - WHAT SHOULD I DO?To re-set your password, follow the 'FORGOTTEN PASSWORD' instructions on the SIGN IN page. Please note, for security reasons we are unable to send your old password via email.

 

HOW COULD I GET IN TOUCH WITH YOUR CUSTOMER SERVICE TEAM?For customer service please Email customer service at 2sales@elgeneral.net or you may contact our office Monday to Friday from 9 a.m. to 6:00 p.m. (PST) 

 

I EMAILED YOUR CUSTOMER SERVICE TEAM, WHEN SHOULD I EXPECT A RESPONCE? We aim to respond to all Emails and Social Media within 1-3 Business Days. Please note that this time frame may be extended in weekends and holidays. If there is a urgent matter please call us instead during our business hours to 562-450-5002.

 

I WAS UNABLE TO SIGN AND RECEIVE MY PACKAGE AND IT WAS RETURNED, WHAT SHOUL I DO?All of our packages that have requested signature when delivered, if for any reason the package is returned to us for delivery failure there will be surcharges. If customer wishes for package to be shipped again customer will be paying for the shipping. 

 

 WHAT PAYMENT METHODS DOES EL GENERAL WESTERN WEAR ACCEPT AND IS IT SAFE TO USE MY CREDIT CARD ONLINEWe accept Visa, MasterCard and American Express credit and debit cards. You can also choose to pay with PayPal. All payments are processed through a secure checkout system provided by ChasePaymentech.

First-time orders must also be sent to the cardholder's billing address or work address. This process is not only for your security but so we can verify your details independently. To ensure that you don't experience any delays to your order, please make sure all your details are entered correctly.

If you would prefer to place an order by telephone, you can call Customer Service at +1(562)-450-5002

CUSTOMER SERVICE HOURS
M-F 9:00AM - 6:00PM PST

 

WHICH COUNTRIES DOES EL GENERAL WESTERN WEAR SHIP TO?

El General Western Wear ships to the United States Only.