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FAQ

Q: If an item is out of stock, will I get a rain check for that day's sale price when the item becomes available?

Unfortunately, if an item is out of stock while it's on sale, the sale price will not be available if the item is restocked after that sale is over. 

Q: I received an email after your sale event. Can I still take advantage of these sale prices?

Unfortunately, if you've received a email after a sale event, the sale prices shown will not be available. 

Q: If I find the same item with a lower price at another store, will you match/beat the competitor's price?

Yes! We do match our competitors' prices. Just email the competitor's ad and or website with the current date on it to orders@vielleandfrances.com. (Make sure the ad includes a description of the item.) 

Q: Can I get a price adjustment on an old order using a new Promo Code?

No. Promo Codes are only good on new orders and may not be applied to previously placed orders. 

Q: What can I do if I forget to enter my Promo Code?

If you forgot to enter your Promo Code during checkout, e-mail us within 24 hours of your order at orders@vielleandfrances.com. Be sure to include the Promo Code you wanted to enter. Or, call Customer Service toll-free at 1-888-576-7310 for assistance. 

Q: Can I use more than one Promo Code per order?

No. Only one Promo Code can be used on an order. 

SHIPPING FAQ

How long does shipping take? 

All orders take 2-4 business days for processing. Orders placed after 4PM Eastern Standard Time will start processing on the next business day. All orders will be shipped via UPS Standard Ground Services, Fedex, Common Carrier Freight or White Glove. Depending on shipping preference, delivery time of your order can vary from 7-14 days to 4-16 weeks.

Time specific deliveries or expedited orders are subject to an additional processing fee of $185. Homes that require "walk up" with more than 1 flight of stairs are subject to an additional fee of $65 per additional flight. Additional charges may apply depending on weight and dimensional weight. We will notify you of any additional charges before shipping. When calculating actual ship date, please do not count Saturdays, Sundays or Federal Holidays.

How will my order ship?

We will ship your order using the fastest, safest, and most reliable method possible. Therefore, we have established strong relationships with some of the best delivery companies nationwide. Every product on our site has been carefully selected to ship by a particular shipping method in order to provide you with an optimal delivery experience and best price if applicable.

When your order ships, we will notify you via email or via phone. Included in your email will be a tracking number for your shipment carrier. We encourage you to track your package online or on the phone with the carrier. Most companies can provide an estimated delivery date. Be sure to contact us if anything seems unusual with the progress of the shipment. You may use the corresponding link below to track your package. Please note that some shippers may not have tracking details for 24 hours after we post the tracking number. 

What if my shipping address is different from my billing address? 

If your order is shipping to an address other than the billing address on your credit card, we may contact you to list the alternate address with your credit card company. This helps prevent fraudulent use of your credit card. To list the alternate address with your credit card company, just call the 800 number on the back of your card and ask the agent to add the address to the notes on your account. Listing the address before you place an order helps us process your order more quickly.

How much is shipping and how are charges calculated? 

Shipping charges vary depending on the chosen service. Customers can calculate the actual shipping charge after placing all items into the shopping cart and entering their state and zip code in the "Get Shipping Estimates" section of the shopping cart.

What if my item is back-ordered?

If an item is on back order, you will receive an email notifying you of the back order ETA (Estimated Time of Arrival). You will be given the option to cancel or continue with the order. You may choose to cancel or change your order by filling out the ONLINE CANCELLATION FORMPlease note: If your item is on back order and you choose to cancel, you will be required to cancel your order 24 hours after notification of the back ordered item to avoid the 25% cancellation fee.

What does back-order mean?

When an item is back ordered, it means we have run low or out of stock on this particular item and are unable to ship at the present time. You will not need to re-order the item. We will keep this item on your present order and when it arrives, will ship this to you.

Why does the ETA of my back ordered item change?

Unfortunately the back order dates are provided to us by the manufacturer of the product. When these dates change it is due to delays from the manufacturer to us. You always have the option to select a different product for quicker delivery.

How do I cancel a back ordered item?

When you receive an e-mail that indicates you have an item on backorder, you must fill out our Order Cancellation Form. This will instantly cancel your order and you will receive notification of the cancellation.  

REFUNDS / CREDITS

All credit card purchases will be refunded back to the original credit card that merchandise was purchased on. Refunds can take up to 10-30 business days to show up on the credit card. In the event there is no receipt showing credit card used or credit card is not available, Vielle + Frances will issue a store credit in the form of a Gift Card. There are no refunds on shipping and handling charges. Only the price of the product will be refunded less 25% restocking fee and or 25% cancellation fee.

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