1. How do I know if my order is available for same-day pickup in store?
Any product that is eligible for pickup will have a highlighted pickup area near the “add to bag” button. All you have to do is select color, size and quantity, click the “pick up in store” button and then enter your zip code. We will show you all of the stores near you that have product availability. Save your store location by clicking “my store” and we will show you inventory status at your store as you continue to shop. If you are a registered user, we will save your store to your account settings.
2. When will my order be ready?
- Orders are typically confirmed within the hour of placing the order.
- If an order confirmation email is not sent to you within an hour of placing the order, you should call the store selected for pick up.
3. When should I come to the store to pick up my order?
- Orders are typically ready for pickup within 4 hours.
- We will send you an email to let you know when it’s time to pick up your order! When your order is ready for pick up, you will receive a “Ready for Pick-up” email. This email will provide your in-store location for pickup and instructions on what to bring.
- Order must be picked up in the same store that you selected for pick up. You cannot change store.
- If the order was placed within 4 hours of close or after hours, it will be available for pick up the next business day. Store hours vary by location and by day.
4. What do I need to bring to the store in order to pick up my items?
You’ll be required to bring a valid government issued ID, such as a driver’s license or passport, and the order number or order confirmation email to pick up your items.
5. Can someone else pick up my order?
Yes! You can pick up your order yourself or designate an alternate person to pick up your order. If someone else is going to pick up your order, you must designate them as your alternate person when placing your order. You will need to provide their name and email address. We will notify both of you with a “Ready for Pickup” email with instructions for picking up your order. Your pickup person will need a valid government issued ID, such as a driver’s license or passport, and the order number or order confirmation email to pick up your items. Only the person you’ve designated can pick up the order.
6. Where do I pick up my order?
Pickup locations vary by store. Your “Ready for Pickup” Email will give you the store location where you can pick up your order. Our Style Experts are always happy to help if you let them know you are there for an order pickup.
7. How long will the store hold my order?
We will happily hold your order for 4 days, starting the day your order was processed. If the items are not picked up in four days, we will cancel your order and remove the hold that was placed on your original method of payment so that you will not be charged for the order. If you need to hold your order longer that 4 days, and want to arrange a time extension, please contact the store selected for pick up.
8. When will I be charged?
We will put a hold on your card when your order is placed online, and the transaction is completed when order is picked up. If the customer does not pick up the order, the hold is lifted, and the order is cancelled.
9. What happens when my order is not available for pickup?
If for some reason any item, or the entire order, is no longer available for pickup, you will receive an email to let you know. If it is the entire order, the order will be cancelled, and your credit card will not be charged. If it is a partial order, we will continue with the order and have the available items ready for pickup at your selected store. Your credit card will be charged only for the items you pick up. You will not be charged for missed items.
10. Can I select to pick up some items and ship others?
Yes! Your order can have items to pick up, items to be shipped to you or gifted to someone else, and any combination of these. Just remember, you are allowed to ship items to only one address and pick up items from up to four stores.
11. How do I return an item?
We want you to be happy with your order, but if you do need to return an item, you can do it right in the store. Just bring the item from your order and order confirmation email with you to any store location. You can also return your items by mail. Please see our Return Policy for details or call Customer Support at 855-300-7580.
12. Can I cancel my order?
If you are not entirely satisfied with your order, you can cancel it in the store you selected. Please note that orders begin processing immediately after your order is placed, and it may not be possible to cancel the order until it is ready for pickup. If you need to cancel immediately after you place your order, please call Customer Support at 855-300-7580.
13. Can I get a price adjustment if the price is cheaper in the store?
If your item is available at a lower price in the store, you may request a price adjustment at the time of pickup. Some exclusions may apply. Please see our Price Adjustment Policy for details.