Frequently Asked Questions
Orders & Shipping
Can I cancel my order?
You may request to cancel your order within 15 minutes of placing it by signing into your account, locating the order, and selecting Cancel Order.
If the 15-minute window or the Cancel Order button does not appear, the window has passed and we’re unable to cancel an order beyond this time period.
If you are able to cancel your order, your payment method will not be charged.
If you’re unable to cancel your order, your payment method will be charged, and your items will be shipped to you. Once your item has shipped, you can use our Self-Service Portal to process your return or contact us, and an agent will gladly assist you with returning your item(s).
Contact us at:
Phone: +1 626 319 5702
Email: [email protected]
My tracking shows as delivered, but I did not receive my package. What should I do?
We understand that delivery issues may occur and we apologize for any inconvenience this may cause. If it has been more than 5 days since your package was updated to a “delivered” status and your merchandise has not been received, we ask that you take the following steps prior to contacting our customer service team.
- Locate your tracking number in your shipping confirmation email or by logging into your Fashion PTC account to verify the status of your order and your shipping address.
- Please look around your property to see if your package was tucked away out of sight by your delivery driver. Please check all entrances, or mail reception areas, if applicable.
- Check with members of your household and neighbors to see if they have received the package on your behalf, unless you have health or safety concerns.
You can also contact us directly and we would be happy to further assist you.
Contact us at:
Phone: +1 626 319 5702
Email: [email protected]
How do I check my order status?
If you do not have an online FashionPTC.com account:
Please contact Customer Service at: +1 626 319 5702
Email: [email protected]
My order was delivered, but I did not receive all of the items in my order. What should I do?
Please check your shipping confirmation email(s) or your FashionPTC.com account order history and verify that all items were shipped in one package, as items from orders may ship from multiple locations. After confirming the number of shipments you should receive, please contact our Customer Service Team if you are still missing an item so we can resolve the situation as quickly as possible.
My order was canceled, why do I still see a charge?
When an order is canceled, you may have a pending authorization, which is not an actual charge. Banking institutions generally take up to 8 business days to release a credit authorization hold. However, American Express, Mastercard, and PayPal may take longer. If your order was cancelled successfully, we recommend reaching out to your credit card company directly to expedite the process if necessary.
What happens if my package is returned after it is shipped?
On occasion, packages are returned to us as undeliverable. When the carrier returns an undeliverable package, you will be issued a full refund (including shipping charges).
Orders that are returned to our warehouse as undeliverable are not able to be re-shipped. If you would still like to purchase the undeliverable items, you are welcome to place a new order on our website.
If you suspect your order cannot be delivered as addressed and you have not received confirmation of its return or refund after 4-6 weeks from the estimated delivery date, please contact us.
Contact us at:
Phone: +1 626 319 5702
Email: [email protected]
It’s been 24 to 48 business hours since I placed my order, why haven’t I received a shipping confirmation?
All orders are subject to a review process for security. During peak periods, the review process may extend past the promised date detailed in your order. Once your order is reviewed, the package will ship, and an email with the tracking information will be sent to the email address on your account. Orders shipped from one of our vendors may take longer to ship than from our distribution center.
How will I know which carrier will ship my merchandise?
Orders placed on FashionPTC.com will ship through FedEx, FedEx Smartpost or the United States Postal Service (USPS). Standard delivery orders will ship via FedEx Smartpost or FedEx Ground, depending on your zip code. Orders shipped Overnight, or Express will ship via FedEx, while shipments to Alaska, Hawaii, U.S. Territories, APO/FPO and PO Boxes will be shipped via USPS. Once your order ships, you will be notified via email, which will also contain your tracking details. Please click on “Track It” in the email to track your package.
For further information regarding shipping timeframes and shipping policy visit us here.
Do you charge sales tax?
Sales tax is charged on orders shipped within the US, except Alaska, Delaware, Montana, New Hampshire, and Oregon.
No sales tax is charged on the purchase of a gift card.
What is the estimated delivery date of my order?
In your order confirmation email, we will provide the estimated delivery date for your online order. If you do not know your order number, you can log in to your online shopping account to retrieve your order number. If you do not have an online shopping account, you can contact Customer Service at 1-626-319-5702
What if I don’t know my order number?
You can log in to your online shopping account to retrieve your order number. If you do not have an online shopping account, you can contact Customer Service at 1-626-319-5702
If I order multiple items, will they ship in the same shipment?
Orders placed online can ship from our distribution center or from a vendor. Therefore, your items may be shipped in multiple shipments. You will not be charged extra delivery fees for multiple shipments, as the single delivery fee will be distributed over the multiple shipments.
Can I change the size, color or quantity of my order?
Once an order is submitted, and confirmed, the system is unable to make any changes. To make changes, you must first cancel the existing order, and place a new order with the correct information.
What is your shipping policy?
For more information on our shipping policy, please visit here.
Why was my order canceled?
Your order may have been canceled for the following reasons:
- Due to an unforeseen shortage in merchandise stock.
- For your protection, we cancel any orders that are flagged as suspicious by our Risk Management Team.
- We are not responsible for pricing, typographical or other errors in any offer and reserve the right to cancel any orders resulting from such errors, even after the order has been accepted.
We do not charge our customers for canceled orders. A transaction on your statement may indicate an authorization hold was placed on the funds associated with the order, but the authorization should be reversed within five to seven business days. If you would like to proceed with your purchase, a new order must be placed. Please contact us if you need assistance with your order.
Contact us at:
Phone: +1 626 319 5702
Email: [email protected]
Can I change my address once my order has been placed?
Once an order is submitted, we do not have the capability to change a shipping address. To make an address change, we would have to cancel the order and replace it with the correct address.
If I did not receive an email, how can I track my package?
If you know your order number, you can track your package in your online account at FashionPTC.com.
Or Contact us at:
Phone: +1 626 319 5702
Email: [email protected]
Returns
How do I make a return?
You can make a return by mail for a refund within 30 days of delivery with proof of purchase.
See our return policy for details.
What is your return policy?
We accept returns via mail or in store. Returns are eligible for a refund if they are made within 30 days of delivery. Returned items must be presented in the same condition as when they were received: unworn, undamaged, unaltered, and with the original tags, packaging (if applicable) and proof of purchase. Returns that do not meet this policy will not be accepted and will be sent back to you. Shipping fees cannot be refunded.
Final Sale items cannot be returned or exchanged. Gourmet, monogrammed, altered or personalized items also cannot be returned or exchanged.
We are unable to accept returns for any previously purchased international orders. We sincerely apologize for this inconvenience.
To make sure all of our customers have the best shopping experience, we may restrict or refuse future transactions if we identify an unreasonable return pattern.
Can I return an item I purchased after 30 days have passed?
No, we do not accept returns after 30 days from the date of delivery.
For more information, visit here.
What if my merchandise is incorrect or damaged?
As a luxury retailer, we take matters like these very seriously. We stand by our quality and wish to correct any issues you may have encountered with your merchandise.
Visit here for return instructions. If you have any questions or concerns please contact us at 1-626-319-5702 so we can resolve the issue in a timely manner.
How do I access a return label?
To return your product, you will receive a shipping label from us via email that you can use to return merchandise that you puchased from our website.
You will be not be charged shipping costs for returning your item(s).
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Visit here for return instructions.
How long will it take for my return to be received and a refund issued?
Please allow 7 to 10 days to process your return. If your return is accepted, your refund will be issued to your original method of payment. Depending on how long it takes for your financial institution to credit your account, your refund may take up to one additional week following the processing of your return before it is reflected in your account.
Please note that our return processing and refund timeline can take longer during the holiday season.
When will I receive my refund?
Please allow 7 to 10 days for processing your return. If your return is accepted, your refund will be issued to your original method of payment. The timing of your refund may vary depending on how long it takes for your financial institution to credit your account.
Where is my return refund?
Please allow 7 to 10 days for processing your return. If your return is accepted, your refund will be issued to your original method of payment. The timing of your refund may vary depending on how long it takes for your financial institution to credit your account.
What happens if my package is returned after it is shipped?
On occasion, packages are returned to us as undeliverable. When the carrier returns an undeliverable package, you will be issued a full refund (including shipping charges).
Orders that are returned to our warehouse as undeliverable are not able to be re-shipped. If you would still like to purchase the undeliverable items, you are welcome to place a new order on our website.
If you suspect your order cannot be delivered as addressed and you have not received confirmation of its return or refund after 4-6 weeks from the estimated delivery date, please contact us.
Did you receive my return?
You will receive an email confirmation when your return has been received. If your return is accepted, you will receive another email confirmation when we begin issuing your refund. You can also track the status of your return via your return confirmation email.
Why did I receive more than one return shipping label for a single return request?
You may receive two return shipping labels for a single return request if one or more of your items in your request needs to be returned to a vendor.
Shopping & Payments
What payment types are accepted?
American Express, Visa, Master Card, Discover
Do you offer price adjustments if my purchased item(s) is now showing a lower price on Fashionptc.com?
No. Your items purchased at Fashion PTC are not eligible for a competitor price match at this time.
How should I know what size to choose?
Scroll to the bottom of the Fashion PTC website, look under Quick Links for:
Do you match prices or promotions from other retailers?
No. Fashion PTC does not match prices or promotions from other retailers at this time.
Can I place my order over the phone?
Yes, you can call us from 9 a.m. to 5 p.m. EST, 7 days a week. Call us toll-free at
+1 626 319 5702 to place your order.
How many promotional codes can I use on a single order and are there any restrictions?
You may use any current and available Promotion codes. No Limit.
Is there a limit for how many items I can add to my cart?
Certain products may have a unit limit that can be purchased within a period of time.
Do you accept gift cards?
Not at this time.
Account Assistance
What if I don’t know my order number?
From your account dashboard you can view your recent orders, manage your shipping and billing addresses, and edit your password and account details. If you do not have an online shopping account, you can contact Customer Service at 1-626-319-5702
I forgot my password, what do I do?
If you are having trouble with your password, your Fashion PTC password must have at least 8 characters and contain all of the following: uppercase letters, lowercase letters, numbers, and symbols.
If you still cannot remember your password or if you have exceeded the maximum 5 attempts and your account has been automatically locked, you can reset your password from the login page by clicking Lost Your Password. You will need to enter your email address and you will receive a confirmation email with a link to reset your password.
Once you create a valid new password, a message will appear to let you know your reset was successful. If you do not receive an email with the link to reset your password or the process of resetting it does not work, please contact us at 1-626-319-5702.
What is an online shopping account? What are the benefits of having one?
The online shopping account serves as a speedier checkout process for our customers. By having an online shopping account our customers have the capability to view order history, control email preferences, save their favorite items to view later and store their billing and shipping information.
How can I update my shipping address, billing address or payment method?
How can I update my email preferences?
Contact us to request to OPT out of email newsletters or any other type of email correspondence from Fash PTC..
How do I sign up for email notifications?
On the website in the upper right hand corner, there is a link to Signup for Newsletter.
How do I change my password?
From your account dashboard you can view your recent orders, manage your shipping and billing addresses, and edit your password and account details.