I received an order confirmation email but didn't place an order.
It is most likely a spam email. Please see our Spam Alert page
for more details.
Items from a previous order are in my cart and I can't add new items.
Sometimes cookies from a previous session do not get cleared properly. Please click on this link http://www.shoplastyle.com/secure/clearsession.asp
to delete the cookies. If the link doesn't work then please give us a call.
I didn't receive a confirmation email.
If you did not receive a confirmation email within a few minutes of successfully placing your order then you may have entered your email address incorrectly. Another reason you may not have received the email is if your ISP flagged our confirmation email as spam. All confirmation emails are sent from email@example.com
. Please email us
your full name and order number and we will resend your confirmation email.
I would like to make a change to my order.
You may make changes to your order up until your order has begun being processed. Please email us
or call 888-804-0006 Mon-Fri 11am - 4pm PST. with the order modifications you would like.
I want to upgrade my shipping to 2day/Overnight.
We can upgrade shipping on orders that have not yet begun being processed. Please email us
or call 888-804-0006 Mon-Fri 11am - 4pm PST. to upgrade your shipping. Please note that we will void your original authorization and will re-authorize your credit card for the new amount. You may see two pending charges on your credit card. The first authorization will clear up within a few business days. Please do not worry -- you are not being charged twice.
I received a damaged/incorrect item.
Please save the box and all of the packing material and email us
or call 888-804-0006 Mon-Fri 11am - 4pm PST. within 3 days from the date you received your order. We will email you a prepaid FedEx return label to return the damaged item and all related packaging. If it is determined that there is no damage or defect then a $10 shipping fee will be deducted from your refund.
I would like to cancel my order.
You may cancel your order up until your order has begun being processed. Please email us
or call 888-804-0006 Mon-Fri 11am - 4pm PST.. We will send an email confirming the order cancellation.
I haven't received my order.
Please email us
or call us immediately at 888-804-0006 Mon-Fri 11am - 4pm PST.. We will contact FedEx and have them put a trace on the package. Almost all packages are located within a few days. If package is determined to be lost then we will replace the merchandise or issue a refund.
My credit card shows multiple charges.
We promise that we have never charged a credit card more than one time. If you see multiple charges on your credit card then you either a)
had to submit your order more than one time due to address verification problems or b)
upgraded your shipping. When you place your order we receive an authorization for the amount of your order. We do not charge your credit card until we ship your order. If you are using a debit card, then the authorized amount will be removed from your available balance, even though we have not charged your card. If you are using a credit card then the authorized amount will show as pending. Since we require that the billing address entered matches the address for the credit card being used we decline all orders with address verification issues. Even though our system shows the transaction as declined the issuing bank still shows a valid authorization. Our declined transaction will get picked up by our credit card processor at the end of the day but it may take up to 5 days for your bank to clear up the authorization. If these multiple authorizations are causing your difficulty then we can call/fax your bank and often can get the authorizations cleared within a day or two. This situation frustrates us also and we're sorry for any inconvenience this may cause you. We've contacted our credit card processor to see if we can avoid this situation but they said they cannot do anything differently.
What is the return policy for sale items?
All sale items are returnable for a full refund unless a coupon is used that excludes returns. If a coupon has a return exclusion we try to make it very clear in the coupon details and during checkout in order to avoid confusion. We have the same 21 day return policy for all sale items as we do non-sale items.
When will my refund be processed?
Please allow 7 business days from the date of delivery for your refund to be processed. All refunds are processed each Monday by 7pm PST for all returns received from the previous week. We will send you an email confirmation once your refund has been processed. Please allow up to 5 business days for the refund to be reflected on your account.
I need a copy of my return form.
You may print a copy of your return form from your order confirmation page. You can find a link to this page in any of the confirmation emails you have received. If you are not able to locate this link then email us
and we will email you a copy.