Frequently Asked Questions
WHAT IS AUTHENTICITY REWARDS?
This is our way of showing our appreciation. You’ll earn points for activities on our site, like referrals and purchases. You can use them to earn discounts off purchases, so the more you collect the more you save.
WHO CAN JOIN?
Anyone with an account is automatically enrolled.
HOW DO I EARN POINTS?
You can earn points for all sorts of activities, including referring friends, and making purchases. To see all the ways you can earn points click the Earn Points tab in the menu.
HOW DO I VIEW MY POINTS BALANCE?
Your point balance is on every page in the top bar.
HOW DO I REDEEM MY POINTS?
Select the tab called Redeem Points. Here you’ll see all the rewards we offer. If you have enough points, you can redeem them for a reward.
IS THERE A LIMIT TO THE AMOUNT OF POINTS I CAN EARN?
No. Go ahead and earn as many as you can!
WHAT DO THE "APPROVED", "PENDING", AND "CANCELLED" STATUSES MEAN?
Approved: These points can be redeemed on rewards immediately
Pending: These points are need to be verified before you can redeem them. This typically applies to purchases and referrals
Cancelled: These points will not be added to your account. For example, this will happen if you cancel a purchase (the points will change from pending to cancelled)
WHAT HAPPENS IF A FRIEND I REFER CANCELS OR RETURNS THEIR ORDER?
Your pending points will become cancelled and will be removed from your account.
WHY DID MY ACCOUNT BALANCE GO DOWN?
You, or someone you referred, cancelled or returned a purchase.
I COMPLETED AN ACTIVITY BUT DIDN'T EARN POINTS!
It can sometimes take a few minutes for us to process your activity and provide your points.
CAN I USE MY POINTS DURING CHECKOUT?
Not directly - please redeem your points for a voucher which can then be applied during checkout.
HOW DO I LEAVE THE PROGRAM?
If you no longer wish to earn points, please contact us and ask to be unenrolled. We'll unenroll you and you will lose any points you have accrued.
WHAT HAPPENS IF I LEAVE AND DECIDE TO JOIN AGAIN?
Just contact us and we'll re-enroll you. However, your point total will begin from zero.
WHERE CAN I REPORT A PROBLEM OR GIVE FEEDBACK?
Please use our normal contact details.
Affiliates & Collaboration
DO YOU HAVE AN AFFILIATE PROGRAM FOR BLOGGERS OR INFLUENCERS?
Yes! Click here to complete our simple registration process. Once your account is approved, you can begin making commissions on sale referrals using your unique coupon code or through your referral links. Manage all of your data, coupon codes, and product links in our easy to use portal.
- - Share a 15% discount to your followers.
- - You earn 10% commission on net sales from purchases using your referral links or promo code.
CAN I APPLY TO BE A MODEL FOR AUTHENTICITY?
Yes! We ask that our models live in the Tifton, Georgia area and can be available by short notice. To apply and receive more information, click here.
DO YOU HAVE A PHYSICAL RETAIL STORE?
At this time, we do not have a physical store. In the near future, we will have a retail storefront located at The Golden Exchange in Downtown Tifton, Georgia. Click here to find out more information on progress and location.
WHAT IS AFTERPAY?
Afterpay gives shoppers the option to pay for their order in 4 equal, interest free payments, rather than all at once.
HOW DO I USE AFTERPAY?
Simply select the option at checkout + follow the steps for sign up. If you are already an Afterpay customer the process will be quick and easy.
I LOVE AUTHENTICITY. HOW CAN I LEAVE A REVIEW?
HOW DO I RETURN SOMETHING?
CAN I EXCHANGE AN ITEM?
At this time, we do not offer the option for exchanges. Please complete a return for your item(s) and make a new purchase for the desired products. If you have questions, please contact us.
HOW LONG DO I HAVE TO MAKE A RETURN?
Customers have 30 days after purchasing an item to start the return process. After that the window will expire and items will be marked as nonreturnable.
CAN I RETURN ITEMS THAT WERE PURCHASED ON SALE?
Unfortunately, items on sale, promotional items, or gifts are ineligible for returns.
I RECEIVED A DAMAGED ITEM, WHAT SHOULD I DO?
Claims for damaged or faulty items must be reported within 15 days of receiving your items to ensure proper credit. Please take a picture of the damaged area and email our Customer Service team at firstname.lastname@example.org with the pictures and a brief description of the damage. They will reach out to you within 1 business day to get you taken care of.
I WAS SENT THE WRONG ITEM; HOW DO I GET THE RIGHT ONE?
Please check your order confirmation to ensure that the item you received is different from the item you purchased. Then go to our returns page to return your items. Under the return reason please select the option "Received Wrong Item" and describe the item you did receive. We will make sure you get taken care of!
HOW LONG DOES IT TAKE FOR ME TO RECEIVE A REFUND?
Once a package reaches our facility it typically takes 3-5 business days for our returns team to process a return. We will make sure to send you an email once your return has been completed! You will receive the funds from your refund in your account approximately 5–10 days after the date on which the refund is initiated. This can vary depending on your banking institution.
Note that refunds may appear in the form of a reversal. In the case of a reversal, the original payment will drop off of your bank statement, and a separate credit is not issued.
HOW LONG DOES SHIPPING TAKE?
Authenticity is committed to processing orders promptly and we do our best to ship your items within 1-3 business days. U.S orders will take an additional 3-5 business days for delivery based on location. At this time, we do not offer international shipping. Please contact us with any questions concerning your order.
I NOTICED THE SHIPPING ADDRESS I ENTERED WHEN PLACING MY ORDER IS INCORRECT. WHAT SHOULD I DO?
If you have not yet received an email stating that your order has shipped, please email email@example.com immediately using the Subject: "URGENT ADDRESS CHANGE" and include your order number and correct shipping address in the body of the email.
If you have already received an email stating that your order has shipped please click the tracking number in the email to see what courier was used to ship the package. Then please call your local office of said courier, give them your tracking number and let them know the correct address of where you would like the package delivered.
DOES AUTHENTICITY SHIP INTERNATIONALLY?
At this time, we are not processing international orders.
I PLACED MY ORDER BUT DIDN'T RECEIVE AN ORDER CONFIRMATION EMAIL. WHAT SHOULD I DO?
First please add firstname.lastname@example.org to your email address book and check your spam/junk folder for the confirmation email. If you still don't see the order confirmation, the email address entered at checkout may have been entered incorrectly. Please email us at email@example.com and tell us the email address where you would like the order confirmation sent and we will check and see if for some reason the order didn't go through or if the email address was simply entered incorrectly at checkout.
I TRIED TO MAKE A PURCHASE BUT THE ORDER DIDN'T GO THROUGH, HOWEVER I SEE A PENDING CHARGE ON MY ACCOUNT. WHAT DOES THIS MEAN?
Purchases that are not processed due to a credit card declining because of credit limit, invalid zip code or invalid CVC number may still show up on your account as a pending charge. This charge however should drop off your account within a couple of days before any money is taken out of your account.
WHAT DO I DO IF AN ITEM SHRUNK WHEN I WASHED IT?
Due to the fact that we cannot verify if the washing instructions were followed; once an item has been washed it is considered FINAL SALE and is ineligible for returned. We recommend checking all items for specific washing instructions before washing. Please note that hand-wash items should be washed by hand and not on the "hand wash" cycle on a machine.
CAN I CANCEL MY ORDER?
Yes! We can cancel your whole order, or just specific items. If you have not yet received an email stating that your order has shipped, please email firstname.lastname@example.org immediately using the Subject: "URGENT: Cancel Order" and include your order number.