Note: Orders made after 12/15 are not guaranteed to arrive before Christmas. Our customer service will be closed Friday, 12/24 and Friday, 1/31. We are extending return windows for orders made November 1 - December 15. You will be able to return your purchase through January 15, and orders made after December 15 will have the standard 30 day return window.
What are your customer service hours of operation?
Our customer service will be closed Friday 12/24 and 12/31 for the Holidays. Our regular customer service team operates Monday through Friday from 9am to 6pm EST. Please email firstname.lastname@example.org or call (646) 678-4224, extension 1 to contact a team member for support.
HOW LONG DOES IT TAKE TO PROCESS MY ORDER?
All items take 24-48hrs to process at our warehouse, but please note we do our best to get your order out within 24 hours. Orders placed after 2pm EST will begin processing the next business day. We do not process or ship orders on weekends or company observed holidays. The following holidays are observed: New Years Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, and Christmas Day. We will contact you via email if there are any issues with your order.
WHAT IS YOUR RETURN POLICY FOR DOMESTIC ORDERS?
All unworn, unused merchandise accompanied by the original purchase receipt can be returned for a full refund minus the $9.00 cost of the return shipping label within 30 days of delivery. Any item marked as FINAL SALE cannot be returned. Items must be returned to us in perfect condition. Make sure all items are exactly how you received them with tags still attached, and placed back in its original packaging. If tags are removed, the item is not eligible for a refund and a $15 return shipping fee will be charged to the customer if they wish to receive the item back. Once your return has been approved by our quality assurance team, please allow up to 15 business days for your return refund to be processed. If the item was damaged upon arrival, please email email@example.com with an image of the damage within 72 hours of receiving the item.
HOW CAN I TRACK MY ORDER?
Once your order has been placed, we will send a confirmation email to the provided email address. Once your item is ready to ship, we will follow up with a shipping notification so that you may track your item. We are unable to provide tracking information beyond that supplied by the carrier. Please note that we cannot guarantee precise delivery dates. Please contact us at firstname.lastname@example.org if you need additional information.
WHAT ARE MY SHIPPING OPTIONS?
We offer complimentary shipping on all domestic orders above $150 within the 48 contiguous United States. Orders under $150 are charged a $5 shipping fee. At this time we are unable to offer free shipping to Hawai'i, Alaska, or Puerto Rico. Please note that we cannot ship to PO Boxes or any FPO/APO addresses. Expedited shipping is available for an additional fee and calculated at check out.
What is your return policy for international orders?
We do not provide shipping labels for international returns. Please reach out to email@example.com for instructions on shipping your item(s) back to us.
DO YOU COVER INTERNATIONAL DUTIES/TAXIES?
We understand that international duties/taxes can be complicated so we cover them on all international orders. Please contact us at firstname.lastname@example.org if you need additional information.
DO YOU OFFER PRICE ADJUSTMENTS?
We do not offer price adjustments at this time.
HOW DO I PROCESS A RETURN?
To initiate your return please click on the following link. Once you have completed the return process you will be issued a return label. The price of the return label will be deducted from your refund amount. Print it out, attach it to your package, and drop it off at your local UPS store or schedule a UPS pick up.
CAN I RETURN A SALE ITEM?
Items purchased with a discount code may be returned within 30 days of receipt. Any items marked as Final Sale cannot be returned or exchanged.
WHAT IS YOUR HOLIDAY RETURN POLICY?
Our holiday return policy begins December 3rd, 2020. All orders delivered on, or after that day are eligible for return or exchange until January 7th, 2021.
What if I refuse my order at delivery?
If an order is refused at delivery you will not be refunded shipping costs and/or any duties and taxes incurred. We strongly urge you to review your order prior to shipment.
What if I receive my order and it is damaged?
In the event of manufacturing defect, please email us at Hello@apparis.com within 48 hours of receiving your purchase.
Do you cover lost or stolen packages?
We are not responsible for packages that are lost or damaged in transit. Unfortunately, we cannot reroute a package once the order has been placed, so we strongly urge you to check your shipping information beforehand. We do not currently offer Saturday shipping. Please also note, Standard shipping does NOT include insurance.
WHERE ARE YOUR COATS MADE?
Designed in New York, our coats are manufactured in China. We work closely with a few small factories, where we can prioritize quality and craftsmanship, and use only organic dyes reducing our water consumption.
THE COAT IS SO SOFT, IS IT REAL?
No, it’s totally faux. All of our coats are 100 percent PETA-approved vegan and cruelty free from start to finish, and they always will be. We dye our fabrics in house, using our own solution, which makes our fabrics really soft and plush.
IS MY COAT WATER-RESISTANT?
No, so if you get water on it, let it air dry. Do not throw it in the dryer or attempt to blow dry it. Then brush it with a natural-fiber brush to restore its luster.
HELP, MY COAT IS SHEDDING. WHAT CAN I DO TO STOP IT?
Don't worry, it’s normal for it to shed a little when it’s new. Gently brush away the extra faux fibers with a natural-fiber brush.
WILL MY COAT LOOK DIRTY IF I BUY A LIGHT COLOR?
Any coat wears over time, but if you take care of it, there’s no reason it should look dirty. Have fun in your coat, and don’t worry about it.
CAN I PUT MY COAT IN THE WASHING MACHINE?
No, unfortunately you can’t. It’s dry clean only. And please make sure your dry cleaner knows how to work with faux fur. We want your coat to last a long, long time.
HOW OFTEN SHOULD I CLEAN MY COAT?
Not often. Too much dry cleaning could damage the coat. Spot clean with a little water if necessary. We recommend dry cleaning it before packing it in its garment bag at the end of the season, so it stays clean and fresh in your closet until next year.
I SPILLED COFFEE ON MY COAT - WHAT'S THE BEST WAY TO CLEAN IT WITHOUT CLEANING THE ENTIRE COAT??
Simply spot clean it with a bit of water and a natural-fiber brush. Or you can always go to your dry cleaner to ask for advice.
HOW SHOULD I STORE MY COAT?
Simply pack it away at the end of the season in your breathable Apparis garment bag—it’s made to keep your coat clean and fresh until you need it again.
HOW DO I PLACE AN ORDER FOR MY STORE?
To become a wholesale customer, please email email@example.com for more details.