Frequently Asked Questions

 

My Account

How do I change my login information?

What if I forget my password?

What are your shipping options and rates?

When will my order be shipped?

Can my order be cancelled?

Do you ship to addresses outside the United States?

Do you ship to PO boxes or Military APO/FPO addresses?

Multiple Shipments

Footwear Orders

Payment

Saving Payment Details

Do you charge sales tax on any item?

What is PayPal?

How do I sign up for PayPal?

How do I use a Paypal payment option on Adriannapapell.com?

What do I do if I have questions about my PayPal account?

How is billing done for PayPal?

When are funds transferred out of my PayPal account for my Adrianna Papell order?

Will I receive an e-mail confirmation/shipment tracking number?

How do I track my order?

Can I ship to an address other than my own?

What is Adriannapapell.com's Return Policy?

What is Final Sale?

What is our price adjustment policy?

How do I return my order?

How long does it take to get my refund?

What should I do if there is a shipping error?

What will it cost me to make a return?

Exchanges

I have damaged merchandise, can I return it?

I saw an item on the website, and now it has disappeared. Why?

Do you carry a specific style/print/size?

Do your styles run true to size?

How do I join the Adrianna Papell mailing list to hear about new products and promotions?

Is it secure to enter my credit card information online?

What is your Privacy Policy?

What are cookies? Do I need to enable cookies on my browser to shop at Adriannapapell.com?

Customer Service

I'm having problems with the website, what do I do?

Is gift packaging available?

I have a store - how do I carry the Adrianna Papell products?

Can I use copies of the pictures on your website for my own use?

Do you have a catalog?

Question about clothing bought at a department or specialty store?

 

 

 

 

 

My Account

How do I change my login information?

You can update stored information in your account at any time. To view or change your existing account information or password, please sign in to "My Account" using your current e-mail address and password.

What if I forget my password?

No problem. Just click the "Forgot Password" link below the Sign In box, and your password will be emailed to the email address assigned to your account.

Shipping

What are your shipping options and rates?

We offer several options for shipping:

 

Shipping Method

Shipping Charge

Order Placed

Order Delivered

Economy

Free

--

7-9 Business Days

Standard

$9.95

--

3-6 Business Days

Expedited

$19.95

Before 1PM ET

2 Business Days

 

 

After 1PM ET

3 Business Days

Overnight

$24.95

Before 1PM ET

Next Day

   

After 1PM ET

Day After Next

Economy Ground - FREE for all orders

Standard Ground - FREE for orders over $149

At this time we only ship to U.S. addresses, including PR and other territories. We also ship to military APO/FPO addresses as well as PO Boxes. Expedited shipping is not available to US Territories, APO/FPO and PO Box addresses. For Hawaii, Alaska, Guam, and all APO/FPO and P.O. boxes, please allow additional time for delivery to these destinations.

 

Please note, Economy Ground ships via SmartPost where FedEx delivers to your local post office and then USPS delivers the package to your home.

 

When will my order be shipped?

Pending order verification and credit approval, expedited shipping orders must be received by 2:00 PM EST in order to ship the same day; all orders should ship within 24 hours if placed on business days. If your credit card requires manual approval or any errors are encountered with entered billing and/or shipping addresses, this may delay shipment beyond the 24-hour period.

Can my order be cancelled? 

We are committed to getting your order to you quickly which is why we aim to have all orders shipped out within 1-business day of placement. Due to this, we are unable to cancel orders after they have been placed. 

Do you ship to addresses outside the United States?

Yes. We have a partnership with BorderFree that allows us to ship internationally. Please choose "International Shipping" from the drop down menu by selecting the arrow next to “U.S.” in the top left of our website. You will be redirected to the BorderFree tool where you can select your country. All prices will be shown in your local currency. All orders shipped via BorderFree will be governed by BorderFree's shipping options. Please note, all sizes listed on the international site will remain in the U.S. measurements.

 

Do you ship to PO boxes or Military APO/FPO addresses?

Yes, we do ship to PO Boxes or Military APO/FPO addresses. Orders to these addresses will ship Economy Ground.

 

Multiple Shipments
Due to varying item availability, multiple items in a single order may be shipped separately.  If you have chosen an expedited shipping method, each individual shipment may have a separate charge, but the total shipping charges for all shipments will not exceed the applicable flat-rate shipping charge for the entire order. Each shipment will have its own tracking number and can be tracked on the Order Status page under the same order number.

Footwear and Handbag Orders

Footwear and handbags will ship from a different location than our garments. If your order contains footwear and/or handbags, it will ship separately from the rest of the order. If you have chosen an expedited shipping method, each individual shipment may have a separate charge, but the total shipping charges for all shipments will not exceed the applicable flat-rate shipping charge for the entire order. Each shipment will have its own tracking number and can be tracked on the Order Status page under the same order number.

 

 

Payment

www.AdriannaPapell.com accepts the following forms of credit card payment:

Visa, MasterCard, American Express, and Discover.

Your credit card will be charged the day the merchandise is shipped. In addition, you can also pay through PayPal. We do not accept checks, cash or money orders.

Saving Payment Details

If you save your payment details it will make your checkout process easier. Once your payment details are entered, your details will be stored in your account and you will not have to re-enter them again when you place your next order. You can also track your order status and order history.
Your password is unique to your email address and ensures that your account details remain secure. You can access your account information at any time to edit any of your account details.

Each time you return to this site, remember to sign in using your email and password.

 

Do you charge sales tax on any item?

Sales tax will be added for taxable items in deliveries to the following states: Arizona, California, Connecticut, Florida, Georgia, Illinois, Iowa, New Jersey, New York, North Carolina, Texas and Washington. The tax rate applied to your order will be the combined state and local rate for the address where your order is shipped. Shipments to any other state will not be charged tax.

 

What is PayPal?

PayPal is a payment method for online purchases enabling buyers and businesses to send and receive money online. As of today, PayPal has over 100 million member accounts in 190 countries and regions. One advantage of using PayPal payment method is that it offers faster, safer and easier checkouts and promises to protect customers from revealing their credit card and other financial information to the merchant.

How do I sign up for PayPal?

You can sign up for a PayPal account by going to https://www.paypal.com.

How do I use a Paypal payment option on AdriannaPapell.com?

Existing PayPal users who would like to use PayPal payment method when placing an order can click on the "Checkout with PayPal" button when checking out. New PayPal users who would like to use PayPal as a payment method will be redirected to the PayPal website to sign up for an account and will be presented with the "Checkout with PayPal" option when they get back to the www.AdriannaPapell.com web site.

What do I do if I have questions about my PayPal account?

You may contact PayPal customer service by calling 888-221-1161 or go to https://www.paypal.com for support and additional information.

How is billing done for PayPal?

Customers who sign up for a PayPal account must sign a Billing Agreement, which will authorize the merchant to take out their payments directly from their PayPal account. Only then can the customer be able to control how to pay for their purchases. For detailed information, customers can contact PayPal customer service by calling 888-221-1161.

When are funds transferred out of my PayPal account for my Adrianna Papell order?

PayPal withdraws money from your PayPal account immediately after checkout. If the balance is lower than the total payment, PayPal offers credit products or the option to pay from your bank account or a credit card. Customers who do not have a PayPal account at this point will need to use a valid credit card to complete the payment. For detailed information, customers can contact PayPal customer service by calling 888-221-1161.

 

Will I receive an e-mail confirmation/shipment tracking number?

After you complete your transaction on AdriannaPapell.com, an e-mail containing the order confirmation number will be sent to your specified e-mail address. Once your order has shipped, you will receive an e-mail with a tracking number that will update you with the status of your shipment.

How do I track my order? 

After you complete your transaction on AdriannaPapell.com, an e-mail containing the order number will be sent to your specified e-mail address. To track your order, visit https://www.adriannapapell.com/orders . The order number from your e-mail will be listed with its status. If your order has shipped, you will be able to find your tracking number in Order Status as well.

 

Can I ship to an address other than my own?

Yes, you can ship to another address besides your own if shipping within the United States. When prompted to fill out shipping information, specify the shipping address you wish to send your purchase. When prompted for the billing address, fill out the address your payment method is registered to. If you are attempting to ship through a freight forwarder, these orders will not be processed. Please complete your order through our international shipping partner, BorderFree. For instructions on accessing our international website, please visit the “Do you ship to addresses outside the United States” section of this FAQ  page. You may also access this site by going to http://adriannapapell.borderfree.com/ in your web browser and selecting the country you are shipping to. All prices will be shown in your local currency. All orders shipped via BorderFree will be governed by BorderFree's shipping options. Please note, all sizes listed on the international site will remain in the U.S. measurements.

 

What is Final Sale?

Final sale items are products reduced in price in our clearance or flash sale sections. These items cannot be returned. You can identify these items on the site as they will say FINAL SALE on the product page and listing price will end in “.97.”

 

What is our price adjustment policy?

We will adjust the price of your merchandise within 5 days of purchase. Please contact our Customer Service Center via email at customerservice@adriannapapell.com or call us at 1-800-325-9450. Please note that no price adjustments will be made after 5 days – no exceptions. Also, we do not price adjust our clearance/final sale items.

For clarity on what a final sale item is, please see “What is final sale?” section of this FAQ page.

 

Returns

What is AdriannaPapell.com's Return Policy?

Adrianna Papell will gladly accept returns for items purchased on the www.AdriannaPapell.com website within 30 days of delivery date for a full refund with a copy of the original invoice. This will be determined using the tracking details of the order. International customers may return within 45 days if ordered via BorderFree. We do not offer return labels to our International Customers at this time. Please send return via your preferred shipping method at your own expense. Shipping costs will not be refunded. 

We will only accept returns for items that have not been worn, altered or washed. All tags must be attached. Final sale items cannot be returned for a refund. For clarity on what items are final sale, please see the “What is Final Sale?” section of the FAQ page. Upon receipt of returned goods, Adrianna Papell reserves the right to deny credit if the merchandise does not meet return policy requirements. Any return received after the 30 day policy (45 days for international customers) will only be eligible for www.AdriannaPapell.com merchandise credit. Items purchased at department stores or at any other store selling Adrianna Papell merchandise may not be returned to www.AdriannaPapell.com. When making a return, please note the reason for return on the form enclosed with your purchase in the space indicated. Place the packing slip and the merchandise you wish to return in a secure package. We advise that you maintain a copy of your packing slip for your records.  

How do I return my order?

We are pleased to offer service with USPS in order to ensure quick, convenient return service.  A prepaid label is available through our website within your order history. If you do not have an account simply select “Order History” at the footer of our site and enter your order number, order email address, and billing zip code under the Check Your Order section. Enclose the original invoice inside the package, attach the pre-paid, pre-addressed USPS Return Label to the outside of the box, and drop it off at your closest United States Post Office location. No additional postage required. A $6.95 fee will be automatically deducted from your refund for the return shipping cost when you use our return label. This service is only available in the United States.

If you are having trouble accessing your return label for any reason, please contact our customer service team via email at customerservice@adriannapapell.com or call us at 1-800-325-9450  and we will assist you. We will file a support ticket on your behalf and send you a label to the email address used to complete your order within 2 business days. You may also send the merchandise back using any other traceable method at your expense. Should you return an item to us at your own expense, we will not be able to refund you for return shipping. 


How long does it take to get my refund?

We want you to receive your  refund ASAP! You can expect your refund to process within approximately 14 days of us receiving your merchandise. Your banking institution may require additional days to process and post this transaction to your account once they have received the refund information from Adrianna Papell. Please allow 1-2 billing cycles from the day you return your package for your account to be credited. 

What should I do if there is a shipping error?

In the event that we processed an order incorrectly or sent an incorrect item, we will gladly replace or take back that item for a full refund at our expense. Please indicate that the wrong item was shipped on the Returns Slip and send it back for a full refund.

What will it cost me to make a return?

A prepaid return label is available to print from our website. A $6.95 fee will be automatically deducted for the return shipping cost when you use our return label. This service is only available in the United States. For information on how to generate your return label on our website. Please visit the “How do I return my order?” section on this FAQ page. You may also send the merchandise back using any other traceable method at your expense. Should you return an item to us at your own expense, we will not be able to refund you for return shipping.

www.AdriannaPapell.com merchandise can only be returned to the below address. www.AdriannaPapell.com returns cannot be made at department or specialty store locations.

 

ADRIANNA PAPELL ECOM RETURNS

14141 ALONDRA BLVD

DOCK 53, ECOMMERCE

SANTA FE SPRINGS, CA 90670

 

I have damaged merchandise, can I return it?

In the unlikely event that you receive defective merchandise from www.AdriannaPapell.com, we will gladly take back that item for a full refund as long as the garment is unworn and all tags are still attached. Please email us at customerservice@adriannapapell.com with photos of the damage. Once we have received photos of the damage, our team will process the request for you and send a prepaid label free of charge via email. If the item has been worn and damaged, we are unable to accept the item for a return.

Adrianna Papell designs have been made from the finest and most luxurious fabrics. All bead work, embroidery and ornamentation has been done completely by hand. Slight irregularities or variations should not be regarded as defective or damaged, rather a testament to the garment’s unique beauty.

Exchanges

We do not offer exchanges at this time. To exchange your garment, please return the item and place a new order.

Product

I saw an item on the website, and now it has disappeared. Why?

Our quantities are limited and may sell out fast. If there is an item that you are interested in, but is no longer on the site contact Adrianna Papell Customer Service at customerservice@adriannapapell.com or call 1-800-325-9450 and we may be able to help you locate it to purchase from one of our retailers. If an item you are interested in is no longer available in your size, you can sign up to be notified when the item comes back in stock by selecting your size and color choice on the product page. Upon doing so, a pop up will arise asking if you’d like to get on the list. Simply click the link and enter your email address and we will let you know when the style has been restocked. 

Do you carry a specific style/print/size?

Click on the search box and enter the criteria you wish to find on AdriannaPapell.com. You can search by style name, size, color, and item type. Once entered, you will be taken to a page with a list of all items on our site that match your search criteria.

Do your styles run true to size?

All of Adrianna Papell's styles run true to size. If you are unsure about sizing please check your measurements against our Size Guide.All of Adrianna Papell's styles run true to size. If you are unsure about sizing please check your measurements against our Size Guide here: http://www.adriannapapell.com/size-guide.html 


Our Customer Service Associates are very familiar with our product and are happy to answer any fit questions you may have. Please reach out to them at customerservice@adriannapapell.com or call 1-800-325-9450.

How do I join the Adrianna Papell mailing list to hear about new products and promotions?

Join our email list by entering your email address in the "Email Sign Up" box on the lower right corner of any page on the website, then click "Sign Up". You will automatically have access to all of our email updates covering information about our products and services!

 

If you ever wish to unsubscribe from promotional emails, find a recent email from AdriannaPapell and click the unsubscribe link at the bottom of any email which will prevent you from receiving promotional emails in the future.

Security

Is it secure to enter my credit card information online?

Yes, please see our Privacy Policy. We use the latest encryption technology.

What is your Privacy Policy?

Please follow the link to view our Privacy Policy.

What are cookies? Do I need to enable cookies on my browser to shop at Adriannapapell.com?

A cookie is a small data file stored on your hard drive by websites that you visit in order to aid your interaction with the website and the website's performance. The cookie may contain information (such as a unique user ID) to track information on the pages of the sites you've visited. Adriannapapell.com uses the information cookies capture to preserve the contents of your shopping bag between your visits. Adriannapapell.com also uses cookies to measure activity on our site. This information allows us to make improvements and updates to enhance your Adriannapapell.com experience. Parts of the site, such as the "My Account" area, will not function if you have cookies disabled. You can set your browser to refuse cookies, or to alert you when cookies are being sent. If you turn off cookies or refuse them you will not be able to make a purchase from the site, nor will we be able to recognize you as a registered user to allow you access to your account information.
To enable or disable cookies on your browser, please consult your browser documentation or contact your software provider.

 

Customer Service

 

 

 

 

 

 

We will do our best to answer any questions that you may have. For additional assistance, please contact our customer service team at 1-800-325-9450, 7 days a week between the hours of 8:30 AM - Midnight, or email us at customerservice@adriannapapell.com  

I'm having problems with the website, what do I do?

Please email us at customerservice@adriannapapell.com or call us at 1-800-325-9450, and we'll see if we can fix the problem as soon as possible.

Is gift packaging available?

Unfortunately we don't offer gift packaging. But if you think this is important then please email us at customerservice@Adriannapapell.com.

I have a store - how do I carry the Adrianna Papell products?

Interested in carrying Adrianna Papell in your store or boutique? Please contact us at wholesale@adriannapapell.com to let us know. When emailing, please indicate in the subject line and message whether you would like to carry our day dresses, evening dresses, or both.

Can I use copies of the pictures on your website for my own use?

We do not own unlimited use of our photography, so we cannot authorize usage for any reason.

Do you have a catalog?

Unfortunately we do not have a physical catalog.

Question about clothing bought at a department or specialty store?

Adrianna Papell's Customer Service will do all it can to assist you when you buy your Adrianna Papell outfit from a Department or Specialty Store. We may not be able to service you further than providing information and recommend you contact the Department or Specialty Store where you made the purchase initially to try to resolve any issue.