FAQ
“It looks like I was charged twice. What do I do now?”
After your order ships, your credit/debit card will be charged once. You might be seeing an authorization which is not the same as being charged. Banks use this process to avoid insufficient fundsand to gurantee your card information. The authorization will clear within 48-72 hours (depending on your bank) and you will see only one charge. If you have any additional questions, contact the card issuer or your bank.
When submitting your order, please click “once” to avoid multiple transactions.
“When I enter my shipping/billing address , an error message pops up?”
When using your credit/debit card, please make sure that the address you are using for shipping/billing matches the billing address of your card. Check for any typos/misspellings and make sure that the zip code matches. The address has to match what the bank has on file for your card or you will receive an error message.
“I can't get my order to go through. What's wrong?”
After checking your billing information and you still can't place your order, check the browser you are using. It should be the latest version. Remember to only click “once” to avoid multiple charges.
If you are still receiving an error message after trying these steps, please contact Customer Care at (800) 525-7863, 24hrs a day/7days a week.
“I wanted to add another item to my order but I just placed it. Can I add on to my order?”
Sorry but we cannot add items to an existing order. But feel free to contact us at 800-525-7863 to place the order and we can waive the shipping. It has to be placed within 24 hours of your initial order.
“Are sale items returnable or refundable?”
All sale items are a final sale. We cannot refund or exchange these items.
“What is the processing time for returns?”
It usually takes 7 business days from the time we receive your package that your refund will be processed. When the refund has been issued, you will receive an email at the address listed on your account. (Your bank may require additional time to post the transaction after they received the information from us.)
“How long before my order is shipped?”
Within two days from the time of purchase due to the availability of products. But most orders will ship usually within 2 days. We did not ship on weekends or holidays.
“How and where do I find my order confirmation number?”
You can always find it by signing in to your account but you will automatically receive it by email to your email address that you have supplied on your account. If you don't receive an email, first check your spam folders. Also add Info@Stillcouture.com to your safe sender list to ensure that you receive all electronic communication from us.
“Do you charge me international tax and duties?”
Import duties and taxes may be levied when your order reaches your country. The average amount is about 20% for taxes and duties but you may want to check with your customs office regarding the charges.
STILL COUTURE does not have the authority to control the amount that of import duties and taxes that you may incur. You are responsible for paying these additional charges if required for customs clearance. Charges vary from country to country so please check with your customs office. Custom agents may delay delivery of some packages but this is rare.
By law, we must declare all items at their full price and cannot alter these prices in order to decrease international fees.
If you refuse shipment of an order from STILL COUTURE, you are held responsible for the original shipping charges, any import fees, duties and/or taxes that were added to your package and the cost of returning your package to STILL COUTURE. These charges will be deducted from your merchandise refund. If the amount of returning the package exceeds your refund amount, the package will be abandoned and you will not receive a refund.
“How do I make changes and update my order?”
Please contact us immediately at (800) 525-7863 if you need to make any changes to your order or cancel your order. Processing time is usually within 2 hours of receiving the order. If the warehouse had processed the order, we are unable to make ay changes.
“What does it mean if my order says PENDING?”
PENDING means that at this time your order is being processed and packed for shipment.
“How do I track my package?”
When the order ships, you will receive email notification. In this email, it will indicate the shipping service that has your package and the tracking number of your package. You can check the status of your package by going to the website of the shipping service. Visit USPS.com or FEDEX.com , enter the tracking number to check status and delivery of your package.
“How long before I receive my order?”
Most orders will usually ship within 2 days of purchase.
Standard Shipping: 2-10 business days / Priority Shipping: 2-3 business days
Note: When the billing address does not match the shipping address, StillCouture.com has the right to hold your package until verification has been made. Please read the “Shipping Information” section for further clarification.
“Why does the status of my order still show PENDING after 2 days?”
Please call our office during regular business hours for detailed information regarding your order. Your can reach us at (800) 525-7863 anytime we are home 24 hours per day and 7 days per week.
“Where is my order shipped from?”
New York, NY. All online orders are shipped from New York.
“I tracked my order and status shows that it was delivered,but I haven't received it. What should I do?”
Contact the shipping company immediately. Be prepared to provide them with your tracking number. After speaking with the shipping company, please give us a call so we can document the situation and help you in recovering the lost package.
USPS: 1-800- ASK-USPS (1-800-275-8777) / UPS: 1-800-377-4877
“My item was received damaged. What do I do now?”
Please contact us before returning the package during regular business hours so that we can assist you in handling the return. We can also document your account for faster processing.
“Can I purchase gift cards online?”
We do not offer gift cards or gift certificates for purchase or use online at this time.
“What are the forms of payment you accept?”
We accept the following major credit cards: VISA, Mastercard, American Express, and Discover . We also accept PayPal. We do not accept international credit cards, cash, COD's, personal or business checks, money orders, gift certificates, and gift cards (even those issued by any of the above credit card companies).
“I tried to place an order and I got a message that my transaction was declined but my credit card was charged. Can you explain what happened?”
It is a pending charge on your credit card that will go away in 1-7 business days and the funds will no longer be on hold by your credit card issuing bank.
“I would like to place an order. Can I do it by phone, fax, mail or email?”
The best way to place an order is directly online. If you experience any problems, please feel free to call our office during business hours for assistance. Order by phone, email, mail, or fax is unavailable at this time.
“Do you have catalogs available?”
No catalogs are available at this time.
“If any item is no longer in stock, when will you receive more?”
It is difficult to determine because reorders are rare for our website. We never know when and which styles will be restocked. However, we receive returns and inventory checks are done on a regular basis. All items in brand new condition will be placed back on our website.
IF WE HAVEN'T ANSWERED ANY OF YOUR QUESTIONS IN OUR FAQ SECTION, PLEASE FEEL FREE TO EMAIL US AT “INFO@STILLCOUTURE” FOR ASSISTANCE.