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CUSTOMER SERVICE
Our customer service is always here to help - let's make your shopping experience a breeze!"
Have questions ?
They might be answered in our FAQ. We tried to cover just about everything you need to know.
You can also email us at: customerservice@kiffanycloche.com
or fill in our contact form:
CONTACT US
We're Here To Help !
Customer Service
Tuesdays, Thursdays, & Fridays (9am - 3pm)
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Frequently Asked Questions
Got a question? Please check our most frequently asked questions and our responses.
What is your return & refund policy?
EFFECTIVE May 1, 2022; All items purchased are final sale, thus we cannot offer returns, exchanges, or refunds for these items. This includes holiday sales, site-wide or product specific flash sales, and items purchased using sale codes. We will fix any mistakes made on behalf of the company. If the product you received is deemed defective your order is eligible for a refund.
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Refunds are sent to the original form of payment. If you no longer have the original payment method you will be responsible to reach out to your financial institution
We thank you for understanding this policy!
I received a wrong/defective product?
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We apologize for the mix-up and want to ensure you get the right item as quickly as possible! Feel free to send us an email at kiffanycloche@gmail.com to notify us of the mix up. Please include your order number, name and email used on the order. Make sure to specify the concern: original product ordered as well as the actual product you received including the style/design, color and size. Please attach picture of the product(s) showing the mishap. Example: showing the defect, the size, or wrong item.
We will provide you with a 50% off discount code for your next purchase if you received a defective product. All wrong orders we send out will be corrected.
I forgot to use my coupon or discount code?
Unfortunately, our software does not allow us to adjust prices to finalized purchases. Once your order has been confirmed, it’s not possible for you, or us, to change it once submitted. Please ensure all your information is accurate before submitting your order, including your discount code.
Only ONE discount code may be applied per order.
This applies to Free Shipping discount codes.
Are the product images true to color?
Due to variation in monitor settings, Kiffany Cloche. makes no guarantees regarding color matches of product. Note that like-named colors used by various apparel manufacturers/brands/styles (i.e. Navy, Navy Blue, Dark Navy, etc.) are not necessarily an exact shade match to each other or to any of the Kiffany Cloche thread guide options. Fabric colors represented on computer monitors may vary due to variations in computer screens, resolution, color, tone or any other display settings.
I received a suspicious message asking for personal information. Is it legitimate?
@kiffanycloche is our only verified page on Instagram. If any page other than @kiffanycloche is tagging you saying you've won a giveaway it is a scam. We DO NOT do cash giveaways! Any page posing as Kiffany Cloche asking for any personal information including cash app or bank account info through DM is a scam. Please DO NOT respond!
When can I expect my order?
Orders will take 2-4 weeks to process and ship. If your order takes more than 4 weeks to ship you will be refunded 100% of your shipping cost. This policy begins 24 hours after your order is placed and processed.
For International shipping please allow an additional 7-21 business days.
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Orders placed on the weekend and holidays are processed on the next business day.
I just noticed that I entered the wrong shipping address.
Kiffany Cloche WILL NOT BE HELD LIABLE for any shipping address discrepancies which includes lost, stolen, misplaced, or incorrectly delivered shipments.
It is the customer's responsibility to provide the correct information before submitting their order. If the shipping or product information provided is incorrect or incorrectly entered at the time of purchase we are not able to make any changes.
My order is saying "Shipped" but I haven't received it yet. What should I do?
USPS is responsible for the delivery of the package. In the event you are unable to locate the package posted “in-transit” or “delivered” we recommend contacting your local post office.
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All orders with delivery issues where the package is labeled delivered and the customer didn’t receive the package must file a claim with the shipping company. If the claim is unsuccessful upon further review we may issue a store credit for the amount of the package that is in question.
Why is my order is still in "Pre-Shipment"?
Tracking numbers are sent to your email as soon as your order's label is printed. This means that the shipping process has begun and your tracking number will update as soon as USPS scans your order in. This does not mean your order is lost, it is not uncommon for an order to remain in pre-shipment for multiple days. Please only contact us about this if your order has surpassed the estimated time for shipment.
Delivery - How much is it and how long does it take?
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What happens if the item that I purchased is oversold?
It is uncommon but under the unfortunate circumstance that an item has been oversold and we are not able to ship said item with your order you will be refunded for the missing item and the remainder of your order will ship. If your whole order consists of that one item you will be refunded shipping also.
The price of an item that I saved or in my cart has changed. Can I have a price adjustment?
Prices for our products are subject to change without notice.
The price your order was purchased and confirmed for is final. Prices will not be retroactively adjusted.