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Home » FAQ's
FAQ's

Orders

When will my order be processed?
If your order fits all authorization criteria, then all orders placed Monday - Friday before 3pm CST will ship out the same business day. All other orders will ship on the following business day. Order shipments originate from Austin, Texas, and typically require 2-7 business days to reach their destination.

In addition, we DO NOT ship or deliver on holidays and weekends.

Your order may be delayed for the following reasons and more information may be requested to provide proof of identity. The following reasons are subject to change at any time.

  • Different billing & shipping addresses entered
  • Past history of fraud or chargeback has been assigned
  • Unable to verify billing address information (i.e. non US credit cards)

How long will it take for my order to arrive?
Please remember that all orders placed before 3pm CST will ship out the same day. All orders placed after 3pm CST will ship out the following business day. Order shipments originate from Austin, Texas, and typically require 2-7 business days to reach their destination. If your order fits all authorization criteria then your order will ship on time. We do not ship or deliver on weekends and holidays. For more information, please see our Shipping Policy.

I received my order, but one item was missing. What happens now?
Upon shipment of your order, we will send an out of stock notification via email explaining that one or more items in your are out of stock and will not be available for shipment in the foreseeable future.

If you did not receive an out of stock notification and your shipment does not contain all items ordered, please contact customer service.

If your order was not marked as out of stock (OOS) an investigation may need to be placed to track the package and check for delivery problems. Please contact customer service to start this investigation. PLEASE DO NOT THROW AWAY YOUR BOX AS THE SHIPPING COMPANY MAY NEED IT FOR THE INVESTIGATION.

Can I place an order for an item that is out of stock?
An item must be in stock for an order to be placed for that item.

I want to purchase an item that I see online, but you don't have my size/color. Will it be coming back in stock?
Unfortunately, most items are not restocked. We like to keep our inventory fresh and full of the season's newest styles. You contact our customer service representatives/personal shoppers with the item number so that we can check on a restocking date, or simply complete a notify me request on the product page and we'll notify you should we restock that specific item.

I just placed my order, and I forgot to use the promotional code or the code didn't process. What should I do?
Consider it a loss! Just kidding... Once an order has been placed, a promotional code can not then be applied. Please call customer service immediately to cancel the order and then replace it using the promotional code. We are sorry, if your order has been shipped out and processed, then we can not apply the discount.

I just ordered something, but now it's on sale. Do you honor price adjustments?
Yes, we do issue price adjustments (excluding Weekly Boutique Deals), however your order must have been placed no more than 7 days before the price change was made. Please have your invoice # ready and contact our customer service department to see if you are eligible for a price adjustment. Your inquiry must be made within the 7 day window; inquiries made after will be denied. Price adjustments will not be issued if your order has already received a discount (including price adjustments, promotional codes, etc...). Price adjustments will not be made if you have already received a discount using a promotional code. Please note: weekly boutique deals and other promotions are not eligible for price adjustments.


Shipping, Returns & Exchanges

Do you ship orders outside of the United States?
No, we currently DO NOT ship orders outside of the United States.

What are your shipping rates?
All shipping rates are based on the weight of your items and the locations of your shipping adddress. Exact prices are not known until you reach the shipping section of your checkout process. Please see Shipping Policy for more information.

How can I track my package?
Based on whether you choose USPS or UPS, you'll receive a confirmation within 48 hours of your order being placed. This email will contact your tracking information based upon the type of shipping you choose.

If you are a registered customer with an account and used this account to place your order, you can login by clicking the login link in the main navigation bar. Login and your order history will appear in your My Account section.

If you are not a registered customer, please contact customer service with your invoice #.

What is your return/exchange policy?
Only items that have been purchased from this website can be returned/exchanged according to our Return & Exchange policy.


Payments

Which credit cards do you accept?
We accept Visa, MasterCard, American Express, Discover and debit/check cards. In addition, we offer PayPal Checkout as alternative payment method(s).

Do I have to pay with a credit card? Can I pay by personal check or money order?
Sorry, currently we do not accept personal checks or money orders.

My credit card was declined, but the charge is showing on my credit card. What happened?
You have not been charged. The "charges" that are appearing on your card account are called pending holds. We understand that this is a frustrating situation for you as well as the entire ecommerce industry. Pending holds come about because of the way banks verify billing address information and hold onto funds for any online transaction that has been submitted for approval. Whenever you place an order online, the funds are first verified by your bank prior to the address verification.

Once you submit your credit card information for approval, your bank/credit company check to verify the amount of money is available. If you have enough funds, then an authorization code is given and the money is placed on hold. Once your funds are verified, then all of the billing information is verified with an AVS - address verification system. If your information is not exactly how your bank/credit company has it on file, then your order will not process.

An error message will appear online stating: AVIS MISMATCH: THE BILLING ADDRESS PROVIDED DOES NOT MATCH THE BILLING ADDRESS ON FILE WITH YOUR CREDITOR.

This allows you to go back and edit the information you had previously entered as your billing address. Please not that any information entered after your billing information, may have to be re-entered. Such as promotional codes, store credit, gift card ID's, etc...

Please contact our customer service department immediately so that they can resolve this issue for you.

In the billing information you are requesting something called CVV, what is this?
The CVV is the 3 digit verification found on the back of your Visa, MasterCard, and Discover cards. The CVV is the 4 digit number on the front of American Express credit cards.

I keep getting errors when all of my credit card information entered is correct, why is that happening?
Please check to make sure you are entering your credit card number without any spaces or dashes. Also, please make sure your CVV code has been entered correctly. If you have had a recent change of address you may want to try entering your previous billing address.

How do I use my gift certificate or store credit online?
To use your Gift Certificate or store credit please place your order online just the same as using a credit card. On the right hand side of the shopping cart page when adding an item to your cart, you will see a place to enter or redeem your Gift Certificate. Once your Gift Certificate has been redeemed, your account will reflect and adjust the total amount owed until you have completely used your gift certificate. No promotional offers apply to gift certificates. If a customer is inadvertently given a discount on a gift car, a customer service representative will contact the customer to adjust the charges appropriately. Please feel free to contact our customer service department with any questions.


General Inquiries

Is your site secure?
Yes, shopping at websites powered by The Unique Closet parent company, Ladder Jumpers, LLC, is safe. Every credit card purchase you make at a website powered by Ladder Jumpers, LLC is backed by our safe shopping guarantee.

We guarantee that every transaction you make will be 100% safe. This means you pay nothing if unauthorized charges are made to your card as a result of shopping at a website powered by Ladder Jumpers, LLC.

Our secure server software (SSL) is the industry standard and is among the best software available today for secure commerce transactions. It encrypts all of your personal information including credit card number, name, and address, so that it cannot be read as information travels over the internet. Websites powered by Ladder Jumpers, LLC are registered members of Authorize.Net, the leading provider of internet trust services - including authentication, validation and payment. The approved and verified Authorize.Net merchant seal of approval for The Unqiue Closet can be found at the bottom of every page. In addition, the security lock symbol appears in blue at the credit card stage of the checkout process.

Do you have a catalog?
No, we currently do not offer a print catalog at this time.

Does The Unique Closet have 'brick-and-mortar' retail store stores?
The Unique Closet has one retail store located in Austin, Texas.

What are the phone hours for customer service and sales?
The Unique Closet phone hours for sales and customer service are Monday-Friday from 8am-5pm CST. You can reach us by calling 1-866-491-3303. You may also send an email to service@theuniquecloset.com.

How soon can I expect an answer to my email?
Most emails are replied to as soon as possible. Our goal is to reply to all emails within 24 hours unless they are received on a weekend. If you send an email to The Unique Closet late Friday afternoon or on Saturday or Sunday you can expect to receive a reply on the following business day.

How soon will my voicemail message be returned?
We try to return all voicemail messages as soon as possible. Our goal is to return all voicemail messages within 24 hours unless they are received on a weekend. If you leave a voicemail message late Friday afternoon, or on Saturday or Sunday you can expect to receive a call back the following business day.

I forgot my password, now what?
For your security, your password is completely confidential. If you forget your password, click the "Password forgotten? Click here." link on the sign–in or account pages. We will ask you for your email address. If answered correctly, we'll send you a link in an email message that will allow you to reset your password securely. If you do not remember your email address, you can contact Customer Service for additional assistance, or you can email us via the Contact Us form that is available on this site.

What is My eCloset?
My eCloset is a feature offered and available to customers to save items you like or would like to purchase at a later time. It can also be used as a form of wishlist or registry by allowing family and friends to view your saved products. My eCloset does not hold inventory. If an item sells out if will be marked as sold out or removed from your closet.

What is the Closet Points Program?
Please check the Closet Points Program FAQ's for more information.

I want to become a model, what should I do?
Email your composite card(including professional photos, height, sizing, etc...) to service@theuniquecloset.com.


Here at the The Unique Closet, we understand that no woman wants to dress alike and strive to provide each woman we serve with a unique shopping experience and a trend-setting style to call their own. And always remember, when shopping at The Unique Closet, there's nothing like a unique shopping experience!

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