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WEBSITE HOLIDAY RETURNS
We are no longer taking Holiday Returns as our exchange policy is past our policy dates.
For assistance, please give us a call at 212-343-0352 x 2 (Mon-Fri 10-6 EST) or email us at orders@stevenalan.com
ORDERS/ RETURNS/ SHIPPING
If you receive a package from us that looks damaged to the extent that the merchandise may be damaged, refuse delivery and let us know by email immediately.
I placed an order and then you did not have it in stock; was I charged?
When you place an order; your card is pre-authorized with the total amount in your receipt. You are only charged when your order has shipped out of our offices.
I placed an order and it was declined, but I still have a charge on my account- why?
When you place an order; your card is pre-authorized; ever time you try and place an order regardless of whether it was declined – a pre-authorization will show up on your account. Many times an order is declined for simple zip code or address issues- so please take care in entering in your billing address properly.
I bought something at final sale and I am not happy with it, since I am a good customer can a 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 order at the store?
We know you want to; but you cannot pick items up at the store- if it is placed online we must ship to the address indicated on the online order form. If you wish to place an order at the store and pick it up; please contact one of our stores and you may place an order over the phone.
Can I return to the store?
Unfortunately we are no longer taking returns for customers dropping off at our stores, if you are trying to exchange- please contact us to make proper arrangements.
If I ordered at the store can I send it back to the web?
No, we cannot received returns from store orders- additionally store policies apply when placing store orders so please be weary of their policies when placing a store order.
Do you ship internationally? What is your policies?
We now offer shipping to 30+ countries to view our list of countries and international shipping policy please go to our International Shipping page.
I want this order gift-wrapped, is this possible?
We are not currently set up to gift wrap and most times our shirt boxes when they are available; do not fit well in our shipping boxes. To received and order in a shirt box with a gift receipt; please contact orders@stevenalan.com once you have placed your order.
PRODUCT
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, we will notify you by email, we only pre-authorize our orders until they ship- for more information on this please see our Orders section above.
I substituted an item that was not in-stock with final sale merchandise, since it was a suggestion- is it still final sale?
Yes, a substitution suggestion is not open to different final sale terms; please keep this in mind if we email you for a substitution.
When I try and put the item in my cart a pop up window comes up and says it is out of stock, is it really out of stock?
Yes, we are working to creating consistency in our drop downs- sometimes the out of stock indicator only pops up when you click the “add to bag” button- if this happens please email us at orders@stevenalan.com so we can work on fixing this issue.
I saw something on the site yesterday and now it disappeared, where did it go?
As items sell out or get transferred to another store these items will disappear; if you are looking for a specific item please email us and we will try to locate the item for you.
There are items up on the site with no pictures or descriptions, what is going on?
We are likely uploading new items onto the website; if you see this on an item for a period of longer than a day please let us know, perhaps something slipped by us!
OFFERS AND UPDATES
What do I get when I sign up for the email updates?
We send you updates and special offers; some are for our email list ONLY so don’t miss out on a great deal!
I don’t like do get too many emails, how many updates can I expect?
We don’t like a million emails either! We try to only send 1 email out a week- sometimes when we have special events or updates we will send out 2 in a week.
When I sign up for your email do you share this information with anyone?
We never sell or use your email address for any other purposes other than our own marketing.
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 will also be offering facebook only offers so show some love and be a fan!
To see our Facebook Fan Page click here.
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