FREE SHIPPING ON ORDERS OVER $250

Customer Service

  • I am having problems accessing your website.
  • If you are having problems accessing only our website, we recommend refreshing the webpage and clearing your cache. If you are having general problems, we recommend checking your operating system for any available updates and restarting your computer once those updates are complete.
  • If you are still experiencing problems, please contact our Customer Service Team at orders@stevenalan.com with as many of these details as possible:
  • Your Operating System (i.e. Windows 7, Mac OS X 10.5.8) Internet Browser (Internet Explorer, Firefox, Safari) Which URL you were trying to access (i.e. http://www.stevenalan.com/catalog/WOMEN-orderby0-p-1-c-977.html) What time the problem occurred Any error messages that you're receiving when trying to access our website
  • I am having problems adding an item to my shopping cart.
  • Items that are added to your shopping cart should remain there for up to 2 hours while you shop. After this point, the items will be removed and available for purchase by other customers. If items are disappearing from your cart in less than 2 hours, you may just need to delete cookies from your browser. You can do this by going to the Tools tab in your Internet Browser and selecting Internet Options, then choose Delete Cookies and hit OK.
  • I can't sign into my account.
  • If you are having problems signing into your account, first double check that your user name and password are being entered correctly. If you are still experiencing problems, email our Customer Service Team at orders@stevenalan.com to have your password reset.
  • I am no longer getting your newsletters.
  • If you were once getting our newsletters and have not received them as of late, check your junk email folder. Your email service provider may be filtering our emails as junk mail. You can right click on the message and select "This item is not junk mail" to add our email address to your safe senders list.
  • Is it safe to order online?
  • We would like you to have an enjoyable and secure shopping experience at Steven Alan Online; therefore, protecting your credit card information is important to us. We use the 128-bit Secure Socket Layer (SSL) protocol to protect the security of your online order information as it is transmitted to our server.
  • The “http” in our web address will be replaced by “https” during the checkout process. This represents secure pages, which encrypts your information to protect it from being deciphered by anyone other than Steven Alan.
  • My payment was declined.
  • Payments can be declined for a number of reasons. Most often this occurs when the billing information in your account is not up to date. Double check your information for any old data and try placing your order again. If the problem continues, try entering the details from a different card. If this doesn't fix the problem, contact our Customer Service Team at orders@stevenalan.com for further assistance.
  • Terms of Use
  • Welcome to the Steven Alan Website ("Site"). Please review the following basic terms that govern your use of and purchase of products from our Site. Please note that your use of our Site constitutes your agreement to follow and be bound by those terms (the "Agreement").
  • General
  • We may from time to time change the terms that govern your use of our Site. Your use of our Site following any constitutes your agreement to follow and be bound by the terms as changed. We may change, move or delete portions of, or may add to, our Site from time to time.
  • Site Contents
  • The contents of our Site, and the Site as a whole, are intended solely for personal, noncommercial (other than for the purchase of merchandise from our site) use by the users of our Site. You may not reproduce (except as noted above), publish, transmit, distribute, display, modify, create derivative works from, sell or participate in or exploit in any way, in whole or in part, any of the Contents, the Site, or any related software.
  • User comments, feedback, and other submissions
  • All comments, feedback, postcards, suggestions, ideas, and other submissions disclosed, submitted or offered to Steven Alan on or by this Site or otherwise disclosed, submitted or offered in connection with your use of this Site (collectively, "Comments") shall be and remain Steven Alan property. The “Site” administrators retain the right to remove comments at any point.
  • Privacy
  • Steven Alan takes your privacy seriously.
  • Steven Alan will not sell, trade, or rent your information to anyone.
  • Steven Alan Online collects personal information when you shop and register with us. This information will be used to inform you of new products, sample sales, or updates on our site.
  • When you place an order at Steven Alan Online, we ask for your name, email address, phone number, billing address, shipping address, and credit card number. We use this information to fulfill our order and to communicate with you about it.
  • Steven Alan uses your information for three general purposes: to fulfill the orders and request for certain products and services you placed with us, to contact you about specials and new products and to understand the shopping habits of our customers to better serve them in the future.
  • Any materials sent to www.stevenalan.com will be considered confidential and will become the property of Steven Alan.
  • Steven Alan will send personally identifiable information about you to other companies or people when:
  • We have your consent to share the information; We need to send the information to companies who work on behalf of Steven Alan to provide a product or service to you; (eg. Giving the shipping company your address for shipping a merchandise to you)
  • We DO NOT RELEASE any information about you to other companies. To have your name removed from this list, please send an email to orders@stevenalan.com Please provide us with the exact email address you used to register or to order with us and we will make sure your name and address are removed from the list.
  • When you visit StevenAlan.com, we do not collect your name, email or any other personal information until you register or place and order with us.
  • Should I open a shipment where the box looks damaged?
  • PLEASE NOTE: If you receive a package from us that looks damaged to the extent that the merchandise may be damaged, refuse delivery and email us immediately at orders@stevenalan.com. Please provide your order number and tracking number when emailing us.
  • My order was declined, will I still have a charge on my account?
  • Every time an attempt is made to place an order, whether that order is declined or failed, a pre-authorization will appear on your account. In the event of a declined or failed transaction, the pre-authorization will clear from your account within 24-72 hours, depending on your bank. Common reasons for failed transactions include: changes in billing address information, zip code entered incorrectly, wrong state code.
  • Can I cancel my order?
  • Unfortunately, once an order is placed we are unable to cancel or change the order.
  • I placed an order and then you did not have it in stock; was I charged?
  • We try to ensure that our website accurately reflects the stock we have available. In the case that an item you have ordered is out of stock, you will receive notification by email and any charges on your account will be cleared. Orders are only pre-authorized until they ship and any pre-authorizations clear within 24-72 hours, depending on your bank.
  • I am not happy with my final sale purchase, can you still take it back?
  • Final sale items cannot be returned for any reason; this is our policy online and in our stores; if you are uncertain of any size, color etc.
  • PLEASE contact us at orders@stevenalan.com prior to placing an order.
  • Can I pick up my online order in one of your stores?
  • Orders placed online must ship to the address indicated on the online order form.
  • If you wish to order an item and pick it up at a store near you, please contact your local Steven Alan store to place an order over the phone with the store. To find a list of our stores, please visit the Store Locator on our website.
  • Can I return my online order at one of the stores?
  • All online returns must follow the website return process. These returns must be shipped to the following address within 21 days of the original purchase date:
  • Steven Alan Online
    ATTN: ONLINE RETURNS
    103 Franklin St.
    NY, NY 10013
  • Can I return an item I bought as a phone order to the web department?
  • No, we cannot accept returns from in-store phone orders. Additionally store policies apply when placing store orders so please is aware of their policies when placing a store order.
  • I saw an item on your website, but I can’t find it now?
  • Items on our site can sell out quite fast, and sometimes we get replenishment. You can sign up for an email notification when the item comes back in stock.
  • Simply select your size and color options on the product page and then select “Get Notified” to enter your email address to sign up for the notification. You will only receive product notifications for the specific size/color combo that you select.
  • How do I find out which stores have an item in stock?
  • You can go to the product page and make your size/color selections and the click on “View stores that carry this” to see a list of which stores have the item in stock.
  • What are the benefits of signing up for the email newsletter?
  • Our newsletter is a great way to get the latest news from Steven Alan. Newsletters provide information about online sales and promotions as well as in-store events, and sample sale events. Some offers are exclusive to our email list ONLY so don’t miss out on a great deal!
  • I don’t like to get too many emails, how many updates can I expect?
  • We don’t like a million emails either! We typically send 1-2 emails per week- sometimes when we have special events or updates we will send out two per week.
  • When I sign up for your email do you share this information with anyone?
  • We do not sell or use your email address for any purposes other than our own marketing.
  • Simply select your size and color options on the product page and then select “Get Notified” to enter your email address to sign up for the notification. You will only receive product notifications for the specific size/color combo that you select.
  • I already get the email updates; should I still be a fan on facebook?
  • We typically have the same offers and updates on our facebook fan page as we do on the site- however we also have facebook only offers so show some love and be a fan!
  • Does Steven Alan do price adjustments?
  • From time to time, www.stevenalan.com offers promotional offers. As specified in the emails, these offers are not valid on past purchases and we are unable to do price adjustments on previous orders. However, if an item that you've purchased is marked down within 7 days of your order date, we will honor the new price for a one time adjustment. Please note: Price adjustments are only done for items newly marked on sale. Sample prices will not be honored for past purchases.
  • How do I do an exchange of my online purchase?
  • At this time, stevenalan.com cannot automatically process exchanges. To exchange an item, please return the item you wish to exchange and place a new order on stevenalan.com
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