Q: I’ve seen an item but I cannot seem to find it online?
A: Thank you for your interest in Couture Factory! Unfortunately, if you see an item on our social media but you do not see it available on our website, the item is no longer available. We are always looking to restock our most requested pieces or replace them with a similar style.
Q: The item I want is sold out. Will you be getting the item back in stock?
A: Due to how fast our merchandise sells, we cannot always guarantee the item will be back in stock. Sometimes our factories run out of the fabric and we are unable to re-order. The best way to know if the item you want comes back in stock is to use the “Notify Me When Available” option on the item page. You will get an email if and when the item is restocked.
Q: What size should I purchase?
A: Click here to view the recommended size guide.
Q: Where do you ship?
A: We ship nationwide! Please choose a shipping option at checkout.
Q: When will my order ship?
A: All styles ship within 2-5 days.
Q: How long will it take to receive my order?
A: Estimated shipping time can vary but may take up to 15 business days.
Q: What is my order number?
A: You can find your order number in the confirmation email. If you don't have your confirmation email you can request it by emailing firstname.lastname@example.org. Please include your full name and phone number in the body of the email.
Q: How can I get my confirmation email if I accidentally deleted it or I never received one?
A: Please send an email to email@example.com and request the confirmation email. Please include your order number in the subject line of the email.
Q: What are your shipping options within the United States?
A: We offer multiple shipping options, including expedited shipping via USPS. Please select a shipping option at checkout. Pricing may vary based on package size and weight. Following processing, your order will ship using the delivery option chosen at the time of checkout. You will be notified via email with tracking. Please note that if you have ordered a preorder item, the item will ship on or prior to, the date specified at checkout.
(BUSINESS DAYS DO NOT INCLUDE WEEKENDS OR HOLIDAYS). THESE TIMES MAY BE EXTENDED DURING HOLIDAYS, A FORCE MAJEURE, LAUNCHES, LIMITED EDITION RELEASES AND PROMOTIONS.
WE ARE NOT LIABLE FOR ANY SHIPPING DELAYS THAT MAY RESULT FROM NATURAL OCCURRENCES, OR OTHER.
Q: How do I track my order?
A: Once your order ships, an email will be sent to you containing the tracking information. If no tracking number has been sent, your order has not been shipped just yet. Please allow 1-2 business days for your shipment details to update with USPS. You may also click here to track you package.
Q: How do I know if my order has been placed?
A: After you purchase with us, a confirmation email with the details of your order will be sent to you. Please ensure your checkout process is complete. You will see a page that says “Thank you for your order, here is your order number.” Your email may have filtered into your spam folder. If you need us to resend it, please contact us and we’ll be happy to assist you.
Q: I received a wrong item. How can this be resolved?
A: If you receive a wrong item, we first want to apologize for this rare occurrence. We can assure you that this matter is a priority that we are happy to resolve. Ensure items have original tags attached. Please email photos of the wrong item and send them to firstname.lastname@example.org. Couture Factory must be notified within 2 days of delivery. Any wrong items reported after this grace period will be ineligible for return.
Q: What if my order is lost or stolen?
A: Contact USPS immediately if you believe you package has been lost or stolen. Couture Factory is not responsible for lost, stolen, or damaged packages. To help you with these issues, Couture Factory offers Route Insurance which covers your order 100% if it gets lost, stolen, or damaged. You can choose to add it to your order at checkout.
Q: I’ve just placed my order, Can I change or cancel it?
A: We begin processing your order for shipment very shortly after your order is placed. If the order is already confirmed and the process of packing and shipping started on it then no cancellation will be allowed. If the order has not already shipped, you can make a cancellation request by contacting us.
Q: I forgot to enter a promotional coupon code at checkout. Can I receive a refund for credit?
A: To receive a promotional discount, all Customers are responsible for entering the promotional code at checkout. No refunds or credits will be applied if a code is not applied at the time of checkout. No exceptions can be made. We thank you for understanding! :)
Q: How can I exchange my order or receive store credit?
A: WE DO NOT OFFER REFUNDS OR EXCHANGES. WE WILL GLADLY ISSUE YOU STORE CREDIT IN THE FORM OF AN E-GIFT CARD TO THE EMAIL ADDRESS ON FILE. STORE CREDIT CAN BE USED IMMEDIATELY AND NEVER EXPIRES. INCORRECT ITEMS MAY BE RETURNED FOR STORE CREDIT.
Please see our Refund Policy for more information and instructions.
Q: Have you received my store credit items and how long does it take to show in my account?
A: Please allow up to 10 business days (from the day that Couture Factory is provided with tracking) for us to receive your return. An email will be sent to you once the store credit is processed. If you have not received an email within 10 business days of us receiving the package, please contact our customer service team and we will be happy to assist you.
Q: Can I use a gift card online?
A: Yes! We accept Couture Factory gift cards that can be purchased on couturefactory.com.