Frequently Asked Questions

How can I contact customer service?

Our dedicated client services team is available to assist you. You may reach out to us through our website.

Where are your stores located?

Please visit our Stores page for location details.

Where can I find care instructions?

You can find care instructions under the ‘Material and Care’ tab on each product page.

Where can I find size & fit details?

Size guides and fit details are available on each product page. For further assistance, please contact our client services team.

What is the product care and warranty policy?

Our products are made with the utmost quality so that clients can enjoy them for many years. Many of our items require special care to keep them in the best condition possible. Always refer to the care tags and inserts with our products for these instructions or speak to our client advisors or client services for any questions on caring for your items.
We offer a warranty on our products purchased from our website or any retail store. This warranty covers issues specifically related to the way the products were crafted and does not cover issues that result from wear. A proof of purchase or sale registration in our system is required for any warranty coverage.
For any repair needs or inquiries, our client services team would be happy to help you with an assessment. They can share how to proceed. Alternately, you can bring your item into any store for our client advisors to assess.

Can I amend my order once it has been placed?

For the protection of the cardholder, we are unable to make any edits or cancellations to an order once it is placed.

What if an item is sold out?

You may add your contact details to our waitlist on the product page to be notified if and when the item comes in.

When will payment be processed?

Payment is taken at the time an order is placed.

What payment types are accepted?

We accept a variety of payment methods, including major credit cards and digital payment options.

When will my order be shipped?

Orders are typically processed within 24-48 hours of being placed and then are dispatched according to the priority selected. Please note that processing times are separate from shipping times and we are unable to guarantee same-day processing.

Why am I receiving multiple deliveries for the same order?

We do our best to consolidate all items from your order into one shipment, however, there may be instances where your items are being shipped from multiple locations. In this case, you will receive tracking details as each item ships.

Is a signature required for delivery?

Our deliveries do not require a signature. If you wish to have a signature on your package at the time of delivery, you may select the signature option at checkout.

Are duties and taxes included in my order total?

Duties and taxes are included for many countries. Please refer to the shipping information at checkout for details.

Can I ship to a P.O. box or APO/FPO address?

We are unable to ship to P.O. box or APO/FPO addresses.

What is the return policy?

Items purchased on our website and from our freestanding retail stores are eligible for return provided they are returned within the specified period of the item’s delivery date in unused, unworn, unwashed, unaltered, and undamaged condition, with all original tags attached and all related accessories included. Made-to-order, personalized, altered, and certain jewelry items are a final sale and are not eligible for exchange or return. Returns are accepted at the sole discretion of the company. Items that are deemed not to meet one or more of the eligibility criteria outlined above will be handled on a case-by-case basis.

How can I process a Domestic return or exchange?

Please visit our Returns Portal to initiate a return or exchange. For items purchased at a retail store, please visit one of our stores or contact us for further assistance.

How can I process an International return?

Please visit our Returns Portal to initiate a return. International orders are not eligible for exchange.

Can an online purchase be returned in-store?

Items purchased online are eligible for return at our retail locations provided that they are returned within the specified period of the item’s delivery date in new, unused, unworn, unwashed, unaltered, and undamaged condition, with all original tags attached.

When will I receive a refund?

Following inspection and acceptance of a return, you will receive a confirmation via email that a refund or merchandise credit has been issued. Please allow time for a return to be processed.

How do I return a gift?

You may initiate a gift return through our Returns Portal.