Question 1

Can I order online and pick up in store?

Accepted Answer

At this time, we do not have a pick up in-store option. We continue to work towards improving our offerings, however, so that we can provide you with the option of picking up or returning your online order at one of our boutiques. Sign up to our newsletter to be the first to know once these options become available.

Question 2

Do you ship internationally?

Accepted Answer

International shipping is not yet available for our online orders on the US site, but we hope to offer this option soon. Sign up to our newsletter to be the first to know about any updates.

Question 3

What shipping options are available?

Accepted Answer

We currently offer complimentary ground shipping within the United States. Orders are processed within 1-3 business days and delivered 1-6 days after being fulfilled depending on the shipping location. For PO Box addresses, your final delivery may be made by USPS. We currently do not offer expedited shipping options.

Question 4

How do I track my order?

Accepted Answer

You will receive order tracking notifications by email. You can also track the progress of your order by logging in to your customer account via the icon at the top right of the site on a computer or at the bottom of the menu on a phone.

For orders placed after October 4, 2023, you can track your order using the Track my order portal. This portal can be used by customers that checked out as a guest as well as customers with an online account.

For orders placed prior to October 4, 2023, please contact our Customer Care Team if you are unable to locate your tracking information so that we can provide it to you.

Question 5

I did not receive my order: what should I do?

Accepted Answer

If you have not received your shipping confirmation email, we recommend that you check the status of your order through our Track My Order portal. If you see any concerns with the shipping of your order, please contact our Customer Service Team.

For orders that have been shipped and show as delivered yet were not received, please contact our Customer Service Team. We will raise an investigation with the courier to locate your package as soon as possible.

Question 6

How do I change my delivery address?

Accepted Answer

Unfortunately, your delivery address cannot be changed because orders are sent to our logistics provider in real time as soon as they are created.

Question 7

Can my order be reshipped?

Accepted Answer

Unfortunately, we are unable to reship your order.
If your order is returned to sender, your package will be sent back to our distribution center. It will be processed as a return within a maximum of 14 days from receipt. You should see the amount of your order refunded back to your account within a few days of processsing depending on your bank.

Question 8

I received a damaged package: what should I do?

Accepted Answer

For reasons beyond our control and in very rare cases, your package may be delivered damaged. Please report this to our Customer Service department via our contact form so that we can escalate the incident to our courier.

Question 9

What should I do if I receive a product that does not match my order?

Accepted Answer

In exceptional cases, you may receive an item that does not match your order. Please contact our Customer Service Team via our form so that our advisers can assist you.

Question 10

What should I do if there is a missing item on delivery of my order?

Accepted Answer

If an item is missing from your order, please first to log in to your customer account to view the tracking information for your order. It is possible that your order will be delivered in several parcels and the other parcel(s) is/are still being prepared or shipped. If you do not have a customer account and have placed an order as a guest, go to the Track My Order portal and access the tracking information by entering the associated email address and your order number.

We are sorry to inform you that, in very rare cases, it is possible that the missing item has been canceled due to lack of availability when the order was prepared. If an item is canceled, we will send you an email to let you know. If you do not receive this, please check your spam folder. You can also see whether an item in your order has been canceled by checking your customer account or the Track My Order portal. You will not be charged for canceled items and the temporary authorization for the amount of the item(s) will be reversed.

If when you review the status of your order the missing item shows as having been shipped, please contact our Customer Service Team so that we can assist you to resolve the issue.

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