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COVID-19 FAQ


We hope you and your loved ones are staying safe and healthy. As we navigate this uncertain and constantly changing time, we want to ensure you that we are doing everything we can to keep our teams, customers, and communities safe.

Although some of our boutiques are temporarily closed to ensure the wellbeing of our clients and style advisors, we will still be fulfilling all online orders. Please note we have implemented appropriate social distancing and increased hygiene practices in our facilities. Please allow additional time for delivery due to the circumstances. We are also still available Monday – Friday 9 am – 6 pm EST via online chat, phone, or email to assist you in anyway.

Can I still place online orders during this time?

Yes, you can still place orders online at this time. Please allow additional time for delivery due to the circumstances.

Can I contact you regarding any questions/concerns?

Yes, our customer service advisors are all working from home, and are available to assist you via online chat, phone, or email from 9 am – 6 pm EST Monday – Friday.  

Are any of your boutiques open?

To protect the wellbeing of our clients and teams, some of our boutiques are all temporarily closed in France, the UK and Italy. We will reopen once we feel it is safe to do so, and in compliance with local governance. However, our style advisors are still available via email, phone, or live chat to assist you in any way, and we are happy to fulfill any immediate needs via our online shop.

I recently placed an order online. When can I expect to receive my package?

We are working hard to fulfill your order as fast as possible, given the current circumstances. We will alert you as soon as we have a tracking number for your package. As some of our facilities are temporarily closed and we have less team members fulfilling orders due to social distancing, please allow additional time for delivery. A customer service representative will be in touch with updates to your order. Please also feel free to reach out to us should you have any specific questions.  

Is it safe to receive packages at this time?

We are working closely with UPS and our fulfillment centers to ensure that our customers, carriers, and team members are staying safe and healthy during this time. Please see this page for more information on the measures UPS is currently taking with their deliveries.

How are you still able to fulfill orders with all these state-mandated closures?

Since we have facilities around the world, although some of our centers are closed, we have still been able to fulfill orders. We are in full compliance with all government regulations and public health recommendations.

What precautions are you taking to prevent the spread of COVID-19?

Our fulfillment center team members have no direct interaction with others when they are fulfilling orders, and have also been practicing heightened hygiene measures.

Can I still return items during this time? How does that work since I am self-quarantining?

We will still be accepting returns during this time with the prepaid return label included in your package. However, please allow additional time for us to process returns and to issue you your refund. We are also more than happy to schedule a UPS pickup for you. We have also amended our return policy during this time, and will accept and process all returns during this time even if they are received after the return window. Your health and safety is our first priority. Please do not hesitate to reach out if you have any specific questions.

 

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