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FAQs
Styling/Shopping:
1. What are your customer service hours?
2. When/how can I communicate with a stylist?
3. How long have you been in business?
4. Are shopdressonline products authentic?
5. Do you price match?
6. I was shipped the wrong color/size/style. What should I do?
7. What is the largest/smallest size you carry?
8. Can I order by phone or email
9. The item I want is sold out. Will you get more in?
10. How do I use a promotional code?
11. What forms of payment do you accept?
12. Do you offer gift cards?
13. Why is there a store tag on the product when I receive it?
14. When products are on sale, is it final?
Jewelry:
1. The piece of jewelry I ordered is not what I thought it would be. Can I return it?
2. I want to order an item that is out of stock. What do I do?
3. A piece of jewelry that I ordered needs to be repaired. How do I get it fixed?
Shipping:
1. When will my order be shipped?
2. When is the daily cutoff for my order to ship out the same day?
3. What countries do you ship to?
4. What are your shipping options and costs?
5. What are domestic shipping /costs?
6. What are your international shipping costs?
7. Why is the product not in its original package when shipped?
8. Where can I find my tracking number? How can I check on my order status?
Returns/Exchanges:
1. What is your return policy?
2. How can I make a return or exchange?
3. How long will it take to process my return?
4. What if I want to cancel my order? Will I be charged?
5. Where do I send my return?
6. Do you refund shipping charges?
Styling/Shopping:
1. What are your customer service hours?
Our customer service hours are Monday thru Friday 11 A.M. to 6 P.M. PST. You can reach a representative via phone on our toll free line at 1-877-373-7739 or via email at info@shopdressonline.com
2. When/how can I communicate with a stylist?
You can reach a stylist via phone on our toll free line at 1-877-373-7739 or via email at info@shopdressonline.com
. Our office hours are Monday thru Friday 11 A.M. to 6 P.M. PST If you cannot reach a stylist via phone, leave a message or send us an email and we’ll get back to you soon as possible.
3. How long have you been in business?
We have operated our physical location, dress in San Francisco, since 1999.
Our website, www.shopdressonline.com was launched in 2007 with the same vision as the store.
4. Are shopdressonline products authentic?
Yes, we buy all of our product/inventory directly from the designer showrooms.
5. Do you price match?
Yes. We are always trying to stay competitive with other retailers and websites. We will do our best to provide you with a competitive price but if you see one better somewhere else, just ask. We want to make you, the customer, happy!
6. I was shipped the wrong color/size/style. What should I do?
First we apologize for any inconvenience this may cause. Please call our customer service line at 877-373-7789 to let us know of the issue. We will give you the appropriate instructions to follow.
7. What is the largest/smallest size you carry?
We carry size 0-12 and XS – L in many of the designers we offer. We offer denim in size 24-32. Each designer is different so if you don’t see your size, let one of our stylists help you find your size in a similar item.
8. Can I order by phone or email?
Yes. You can absolutely order via phone or email. Just send us an email (info@shopdressonline.com) or call us at 1-877-373-7739 and we will help you purchase the item in which you are interested.
9. The item I want is sold out. Will you get more in?
If we are sold out of an item listed on our website, let us know and we will take your information and contact you if/when we do receive a re-order. However, there will be instances when a re-order is not possible. Let one of our stylists help you best find a similar item.
10. How do I use a promotional code?
If you’ve been given a promotional code to use on a specific item or purchase, you may enter that code when you check out to receive your discount. Discounted item sales are final and may not be returned.
11. What forms of payment do you accept?
We accept two major credit card payments, Visa and Mastercard, as well as PayPal to make your purchase.
12. Do you offer gift cards?
We do not currently offer Gift Cards to our site.
13. Why is there a store tag on the product when I receive it?
shopdressonline is an affiliate of dress boutique in San Francisco. From time to time we may need to pull an item from our store to fulfill your order request.
14. When products are on sale, is it final?
All sale or discounted items are final and may not be returned or exchanged. This policy reflects the high cost of processing and shipping orders. Unfortunately, we can't stay in business processing discounted items twice. Our thousands of customers understand this policy and have been very satisfied with their deals.
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Jewelery:
1. The piece of jewelry I ordered is not what I thought it would be. Can I return it?
Yes, you may return any item you order as long as it isn’t marked final sale. Please return the item unworn, in a secure package and make sure it is insured to our returns/exchange department within 14 days of receipt. Please indicate if you would like to exchange your current order for another item.
Shopdressonline
Attn: Return/Exchange Dept.
2271 Chestnut St.
San Francisco, CA 94123
2. I want to order an item that is out of stock. What do I do?
If you’d like to custom or special order a piece of jewelry that is not in stock, please contact a stylist at 1-877-373-7739 or at info@shopdressonline.com. With every special order additional delivery time is to be expected. We will notify you once your item has shipped. All special and custom ordered items are final sales and are not returnable.
3. A piece of jewelry that I ordered needs to be repaired. How do I get it fixed?
Please contact one of our customer service reps at either 1-877-373-7739 or info@shopdressonline.com to alert us of your repair. We will then contact the designer to issue a return authorization (R/A) number. Once an R/A is received, you may send it back to our customer service department and we will let you know if there will be additional repair charges associated as well as additional shipping charges to get it back to you. Make sure to secure and insure your package.
Shopdressonline
Attn: Customer Service Dept.
2271 Chestnut St.
San Francisco, CA 94123
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Shipping:
1. When will my order be shipped?
We make every effort to process and ship your order in a timely manner. Once we receive and verify your order and purchase information we will process the order for immediate shipment. This process may take 1-2 business days depending on when the order was received. All orders received by 2 PM PST Monday – Friday (except holidays) will ship that day. Any order received after 2 PM PST (except holidays) will ship the following day. We will alert you of any delays in this process and will send you a shipping confirmation email, with tracking number, once your order has shipped.
2. When is the daily cutoff for my order to ship out the same day?
All orders received by 2 PM PST Monday – Friday (excluding holidays) will ship that day. Any order received after 2 PM PST, or on weekends or holidays, will ship the following business day.
3. What countries do you ship to?
We currently ship to all 50 states and Canada. We do not offer international shipping at this time but are working on international shipping as an option.
4. What are your shipping options and costs?
We ship using UPS 3-Day Select Shipping at no extra cost to you on full price orders. All sale and discounted items ship by UPS Ground. However if you choose to receive your package sooner, we offer 2nd Day Air and Next Day Air options. 2nd Day Air costs an additional $25 and Next Day Air costs an additional $50. We also offer USPS service for shipping to Canada.
5. What are domestic shipping /costs?
We ship using UPS 3-Day Select Shipping at no extra cost to you on full price orders. All sale and discounted items ship by UPS Ground. If you would like to receive your purchase sooner than the 3 or less business days it takes for 3-day, please let us know when making your purchase. 2nd Day Air is an additional $25 and Next Day Air is an additional $50.
6. What are your international shipping costs?
We only currently ship to Canada. Our updated Canadian shipping charge as of Sept. 4, 2009 is a flat fee of $30.00. We will generally ship through the US Postal Service and all duties are collected from you by them.
7. Why is the product not in its original package when shipped?
We make every effort to ensure the quality and authenticity of each product you receive. You may notice from time to time a product is not in its original packaging. Our customer service staff makes it a priority to hand inspect each item before it is shipped out, thus resulting in removing it from its original shipping package.
8. Where can I find my tracking number? How can I check on my order status?
Once we process and ship your order, we will automatically send you a confirmation email that includes your tracking number. Using this tracking number, you may follow the status of your package. If you have not received a tracking number within 3-5 business days of placing your order, please contact customer service via email (info@shopdressonline.com) or phone (1-877-373-7789).
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Returns/Exchanges:
1. What is your return policy?
ALL SALE OR DISCOUNTED ITEMS ARE FINAL SALE AND CANNOT BE RETURNED. This policy reflects the high cost of processing and shipping orders. Unfortunately, we can't stay in business processing discounted items twice. Our thousands of customers (and TPF members) understand this policy and have been very satisfied with their deals.
Within 14 days of purchase an item bought at FULL PRICE may be exchanged or returned for credit back to the original credit card used to make the purchase. All items presented for return must be unworn and in new condition, and have all of the original tags attached and have the original packing slip included with the shipment.
Shipping charges are not refundable.
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2. How can I make a return or exchange?
If you would like to make a return or exchange, please send your item in a securely sealed or if possible, the original shipping package. Returns or exchanges should be sent pre-paid and insured:
shopdressonline
Attn: Exchange/Returns Dept.
2271 Chestnut St.
San Francisco, CA 94123
Please include a copy of the original invoice and your reason for return/exchange. If exchange, please list the item(s) for which you would like to replace it. You may also contact us via email (info@shopdressonline.com) or phone (1-877-373-7739) to inform us of your request. Please have your order number ready.
3. How long will it take to process my return?
We make every effort to process your return in a timely manner. It may take up to 7-10 business days for us to receive and process your return once it has been shipped. If your credit for your purchase does not show up on your statement within 7-10 business days of us receiving your return, please contact customer service via email (info@shopdressonline.com) or phone (1-877-373-7739).
4. What if I want to cancel my order? Will I be charged?
Once an order is placed, it cannot be modified or cancelled. You may return or exchange any portion of your purchase that was not final sale. Please review our return policy for further guidance. If you decide to refuse any shipments from shopdressonline, you are responsible for the original shipping charges to you, any duties, taxes and/or customs charges that are incurred on the package (on both the original and return shipments), and the cost of returning the package to shopdressonline. This amount will be subtracted from your merchandise refund.
5. Where do I send my return?
Please send your return to the following address:
shopdressonline
Attn: Return/Exchange Dept.
2271 Chestnut St.
San Francisco, CA 94123
Refer to our return/exchange policy for further instructions.
6. Do you refund shipping charges?
We do not refund shipping charges on returned or exchanged items. If you decide to refuse any shipments from shopdressonline, you are responsible for the original shipping charges to you, any duties, taxes and/or customs charges that are incurred on the package (on both the original and return shipments), and the cost of returning the package to shopdressonline. This amount will be subtracted from your merchandise refund.
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