FAQ | SHOP
I PLACED AN ORDER BUT NEVER RECEIVED AN ORDER CONFIRMATION.
If you have not received an order confirmation shortly thereafter placing your order, please first check your junk/spam folder. If you are still not able to locate, it is possible your email address was entered incorrectly at checkout— email us at firstname.lastname@example.org so that we can help locate and forward on to you.
I PLACED AN ORDER AND HAVEN'T RECEIVED MY SHIPPING CONFIRMATION AND TRACKING NUMBER YET - WHERE IS MY ORDER?
In stock orders in the 48 Contiguous US typically ship within 3-5 business days via FedEx or UPS Ground based on availability or within 5-7 business days if purchased during a sale / promotional event. Orders not in stock, but with expected ship dates listed in a product description, will be shipped on their expected ship date, if not before, or soon thereafter. You will receive a shipping confirmation via e-mail once your order has shipped.
If it has been more than 5 business days since placing your order (or 7 business days if purchased during a sale / promotional event), and you have still not received a shipping confirmation/tracking number, please email us at email@example.com so that we can help facilitate.
WHAT DOES IT MEAN WHEN A PRODUCT IS LISTED AS "SPECIAL ORDER"?
Special Order items are made-to-order just for you at the time of your purchase, and typically take between 4-8 weeks to complete before they ship out. Please note these additional lead times when placing your orders. Additionally, Special Order items are not eligible for return and are final sales.
I PURCHASED AN ITEM WITH A LATER SHIP DATE. WHEN WILL MY ORDER SHIP?
If there’s an item(s) on your order that is listed on the website with a later ship date, we will ship the order complete once all items on the order are in stock. If you’d like to put in a request for us to ship the in stock items first, please contact us at firstname.lastname@example.org. Additional fees may apply.
I PURCHASED AN IN STOCK ITEM, AM I GUARANTEED THAT IT SHIPS OUT IN 3-5 BUSINESS DAYS?
We aim to ship all in stock inventory out within 3-5 business days, however, due to the volume of business we may do in a given day, it may be the case that your item becomes out of stock after you have completed your purchase. If this happens, you will be notified by email within 3 business days and given the option to wait until the new expected ship date, or receive a 100% refund in full.
CAN YOU RUSH SHIP MY ORDER?
At this time, we are unable to rush ship an order. If this policy changes in the future, we will be sure to update this policy on our website.
DO GIFT CARDS COVER TAX AND SHIPPING?
CAN I SPLIT AN ORDER BETWEEN A GIFT CARD AND A CREDIT CARD?
Yes. If the order total exceeds the value remaining on the gift card, you can pay the balance using standard payment methods.
CAN I USE LESS THAN THE FULL VALUE OF MY GIFT CARD?
When using a gift card, the full value of the gift card is always applied. It isn’t possible to partially redeem a gift card unless the order total is less than the gift card balance.
DO SALE PRICING AND DISCOUNTS APPLY TO PURCHASING GIFT CARDS?
No. Sale pricing and discount codes can’t be applied to purchasing a gift card.
CAN I BUY MULTIPLE GIFT CARDS IN ONE ORDER? OR PURCHASE A GIFT CARD WITH OTHER PRODUCTS?
No. When purchasing a gift card, you will go directly to checkout after clicking Purchase.
HOW DO I CHECK THE BALANCE ON MY GIFT CARD?
You will receive an initial email with the gift card balance. After entering the gift card code at checkout, you'll see the remaining balance if there is any.
CAN I ADD VALUE TO A GIFT CARD?
CAN I USE MORE THAN ONE GIFT CARD TOWARDS MY PURCHASE?
YES. You can apply more than one gift card, as long as the purchase amount is higher than the first amount on the first gift card applied.
CAN I REFUND MY GIFT CARD?
Yes. You can cancel and refund unused gift cards. Partially used gift cards can't be refunded.
DO YOU OFFER GIFT WRAPPING?
Due to time constraints and volume, we are unable to offer gift wrapping services at this time. Our merchandise is packaged in a manner that best protects it during transit to your location. If this policy changes in the future, we will be sure to update this policy on our website.
AM I ABLE TO RETURN OR EXCHANGE AN ITEM?
We gladly accept returns and exchanges within 14 days of receiving your order. All returns must be in their original, unused condition/packaging and are subject to a 35% restocking fee.
To formally request a return, please email email@example.com with your order number, stating the exact items/quantities you are requesting to return. Upon approval, you must then ship approved items to the address we provide to you, via FedEx or UPS (and provide us the tracking number), within 3 business days of being issued approval or your items will NOT be accepted for return. All return shipping fees/coordination are the responsibility of the customer. We do not provide pre-paid return shipping labels.
Upon receiving returned merchandise, inventory will be thoroughly inspected and, once approved, a partial credit—less a 35% restocking fee—will be issued back to your original payment method within 7 business days.
Product lines that are NOT eligible for return are are final sales include items designated “Sale” or “Special Order” in a product description.
CAN I RETURN OR EXCHANGE ITEMS I BOUGHT AND USED ON A PHOTOSHOOTS AND EDITORIALS?
Unfortunately we are unable to accept returns or exchanges for items used in photoshoots and editorials.
CAN I CANCEL MY ORDER ONCE IT HAS BEEN PLACED?
If you need to cancel or change your order, please email firstname.lastname@example.org as soon as possible. If we have not yet packaged and/or shipped out your items, we will do our best to accommodate your change or cancellation.
CAN I COME VISIT OR SHOP IN PERSON AT YOUR LOCATION IN LOS ANGELES?
Our showroom in Los Angeles focuses primarily on the rental aspect of our business. If you are interested in placing a rental order, or viewing our rental collections in person prior to your event, please email email@example.com to set up an appointment.
Due to the day-to-day functions at our warehouse, we are not currently set up to come shop our collections in person.
DO YOU HAVE A REGISTRY?
We do not currently have an online registry option. If you are interested in registering with us for your wedding or shower, we recommend downloading a universal registry link that compiles items from multiple online sources, so that you are able to add items from our shop to your registry.
I SEE AN ITEM LISTED IN YOUR RENTAL CATALOG THAT IS NOT LISTED FOR SALE IN YOUR SHOP. HOW DO I PURCHASE?
We do not always stock every item listed in our Rental Catalog in our Shop. That being said, if you are interested in purchasing an item you see available in our Rental Catalog, please email firstname.lastname@example.org to inquire.
I SEE AN ITEM LISTED FOR SALE IN YOUR SHOP THAT IS NOT LISTED FOR RENT IN YOUR RENTAL CATALOG. HOW DO I RENT?
We are constantly adding new inventory to our Rental Collection. If you are interested in renting an item you see available for purchase in our Shop, or have any other needs not listed in our Rental Catalog, please email email@example.com to inquire.
DO YOU OFFER INTERNATIONAL SHIPPING?
Casa De Perrin has partnered with a trusted third-party company, International Checkout, to fulfill orders for our international customers. Simply put the items you wish to purchase in our Shopping Cart and choose the "International Checkout" option. You will complete your order on the secure International Checkout page. You may pay by credit card, PayPal or bank transfer. International Checkout will process your order, including billing, shipping and customer service. Once you place your order, please direct all inquiries to International Checkout at firstname.lastname@example.org.
WHICH COUNTRIES DO YOU SHIP TO?
International shipping is currently available WORLDWIDE from Casa De Perrin. Our third party vendor, International Checkout, will ship to all destinations around the world including APO / FPO addresses.
CAN I APPLY A GIFT CARD TO AN INTERNATIONAL ORDER?
Unfortunately, no. Gift cards can only be applied to domestic (USA) orders.
CAN I CHECK THE STATUS OF MY INTERNATIONAL ORDER?
To check the status of your order or track your package, please login to your International Checkout account at: https://www.internationalcheckout.com/login.php.
WHO SHOULD I CONTACT WITH QUESTIONS ABOUT MY INTERNATIONAL ORDER?
All inquiries regarding your international order should be directed to International Checkout at:
Please visit the International Checkout Customer Service page for more information and phone numbers in your area.