*** FOR CUSTOMER OPERATIONS ONLY ***
A majority of the inquiries you’ll receive via email or phone will be regarding an order status. Always keep in mind that US domestic orders are 6 digits long, whereas international customers receive (2) order numbers – a KWI order number (9 digits long) and Borderfree order number (starts with E4X).
- “Where is my order?”, “How long will it take before my order arrives?”
- Depending on the customer type and shipping method, customers’ orders can take anywhere from 1 – 10 business days. For US domestic orders we offer (3) shipping methods, Next Day Air, 2 Day Air, and Ground which takes 5-7 business day. In most cases, orders placed by 12pm EST ship the same day. For international orders shipping ranges from 4-10 depending on the country.
- “I can’t find/don’t have my order number; can you still check the status?”
- Many customers reach out either via phone or email without an order number. You can search for all order details via Demandware Production using the customers first/last name or email used to place the order. (Merchant Tools > Ordering > Orders > Advanced Search)
- “I just placed my order, I need to change the address”
- Due to high risks of fraud, we cannot make any address changes once an order is placed. The same applies for size/style change requests – no changes can be made. We will have to cancel so the customer can place a new order
- “Why was my order cancelled?”
- An order is cancelled for one of (3) reasons – Customer request, inventory discrepancy (backordered/oversold), or a style import issue. A customer request can range from address changes, mistakenly ordering multiple items, forgetting to apply a promotion, or simply the customer changing their mind. An inventory discrepancy occurs when false inventory appears live on the site which causes overselling of units we do not have. This also happens if an order is allocated to a store location, but the “available” item is either damaged, has been stolen, on hold for an in-store client, was transferred to another store, sent back to the warehouse for consolidation, or the store simply cannot find the unit. In those cases, the inventory was not properly updated, and we need to cancel the line.
- “My order shows it delivered, but I never got it. Either UPS lied, or my neighbor stole it. Please help”
- Unfortunately, we do not require signature for our packages, so sometimes we receive a handful of “lost package” cases. If the package shows successfully delivered but “Left at front door”, in this scenario it’s a possibility that the order was stolen. However, if the package shows successfully delivered and signed for by someone, it’s possible the package was signed for by a relative, neighbor, receptionist, lobby person, or the customer was deceptive and received it. In BOTH scenarios due to the package showing “Delivered”, we must contact UPS and file a lost package investigation claim. This timeline can take 8-10 business days. We CANNOT issue any refunds or replacements until the investigation is closed.