Proenza Schouler | FAQ | Official Site

FAQs

How will COVID-19 affect my order?

The health and safety of our community is our top priority. Due to unprecedented circumstances due to COVID-19, we have implemented social distancing and hygiene practices at our distribution center. During this time, please allow 7-14 business days to process your order. UPS and DHL delivery times may also be longer than usual. Our commitment to you is to maintain a seamless customer experience, so we’ll let you know if anything changes in regards to expected shipping times.

Please keep in mind that our shipping times should be used as a guide only and are based on time from dispatch. We cannot take responsibility for customs clearance delays or failed payment approval, though we will try to minimise any potential delays. 

For any further questions about your order or return, please contact our Customer Care team at [email protected]. We will endeavour to do all we can to help you with your order. 

Do I need an account to place an order and what are the benefits of creating a Proenza Schouler account?

No, you do not need an account to place an order. You can select 'Guest Checkout' below the 'Sign In' section of checkout. However, we recommend that an account be created to easily access information.

Creating an account has multiple benefits:

  1. Save multiple shipping and billing addresses to accelerate the checkout process
  2. Save the contents of your shopping bag for later
  3. Access order details and history
  4. Store credit card information safely to expedite checkout
  5. Create applicabale returns online easily 

I forgot my password – what should I do?

Click 'Forgot Password' under 'Log In.' You will be asked to re-enter your email address so that we can send you a temporary password. Once you log back in, you will be able to reset your own password. 

How do I place an order on your site?

Please refer to our Orders and Shipping page for this information here.

Can I place an order over the phone?

Our friendly Customer Service Advisors are happy to assist you with placing your order over the phone. For domestic orders, please call us at 347 983 6556. For International orders, please call us at +44 1473 921468. We are available Monday to Friday from 9 am-6 pm ET.

Can I cancel or make changes to my order?

As your purchase will be prepared quickly for dispatch, please contact our Customer Service Advisors as soon as possible to cancel an order. Unfortunately, we are unable to modify your order once it has been placed. Further information on cancelling an order can be found in our Return and Refunds Policy.

How will I know if you have received my order?

After you place your order, you will receive an email acknowledging that we have received your order. This does not mean that your order has been confirmed yet. Only after your credit card details have been approved, your delivery address has been verified, and the items have been located, will your order be accepted and shipped. You will then receive another email confirming your order. 

If any of your desired items are unavailable from our warehouse, we will try our best to locate them from our Flagship Store. If this is not possible, we will inform you as quickly as possible of the out-of-stock pieces and your payment for the item(s) will not be processed. 
 

Can I reserve a product to buy later?

We aim to provide a fair opportunity to shop our most in-demand styles and as items are often limited, reservations are unavailable. Please note that placing an item in your shopping bag does not reserve it.

Occasionally, some styles will be available for pre-order. All pre-order styles will indicate "Pre-Order" on the category page and product page. Pre-ordering an item allows you to purchase a style before it is available to ship. Please note that estimated shipping times on the product page are an approximation only. We will inform you if an item is delayed due to production. Once your order ships, you will be informed via email with a tracking code. If you would like to cancel a pre-order prior to shipping, please contact us.

How do I receive Proenza Schouler email updates?

Stay updated with new arrivals and promotions by signing up for emails here. If you'd like to follow us on social, you can find us on Instagram or Facebook.

Where can I find size and fit advice?

Click on ‘View Size Guide’ on the product detail’s page to view our conversion chart. You can also view our Size Guide here.

How do I know if an item is in stock?

Most items shown are in stock unless otherwise stated. For each product, you can see its size availability. If you are able to select your size, then the item in that size is in stock. Out of stock sizes are crossed out. To be notified when an item is back in stock, please select your sold out size, and follow the instructions in the pop-up message in order to be notified via email when your size is back in stock. No reservations allowed - please note that restocked items are sold on a first-come, first served basis.

Are you going to have my size again?

We frequently restock our popular styles. To be notified when an item is back in stock, please select your sold out size, and follow the instructions in the pop-up message in order to be notified via email when your size is back in stock. No reservations allowed - please note that restocked items are sold on a first-come, first served basis.

Which currencies can I shop in?

The currency that you shop in is determined by your shipping destination and will be displayed at checkout before completing your purchase. If your local currency is unavailable, your order will be charged in USD.

Which payment methods do you accept?

Proenza Schouler accepts the following payment methods: Visa, MasterCard, Discover, American Express, Apple Pay, PayPal, and Klarna (US, UK, AT, DE, CH).

We also accept Alipay, Sofort, and iDeal in countries/regions where applicable.

 

How do I change my credit card details?

When you are checking out, add in new payment information and make sure "remember these details for any next purchase" is checked off.

Can I use multiple methods of payment?

Proenza Schouler only accepts one (1) form of payment per order;however where applicable a client's outstanding credit will be applied to their following order, redeemable via the email address entered. 

Will my personal details stay safe?

Your personal data is confidential and kept private. For more information, please see the Proenza Schouler Privacy Policy

When will my card be charged?

Your card will be charged at the time of purchase. 

How do I use my store credit?

If you have store credit, it will automatically be applied to your next purchase.

What is your returns policy?

Please refer to our Retuns and Refunds page for this information here.

How do I return my order?

For a complete list of steps, please see our Returns and Refunds page here.

Can I return in store?

At this time we are unable to accept returns for online orders in store. Please refer to our returns and refunds page here in order to initiate an online return.

How do I package my item for return?

Your items must be returned in the original packaging, including any boxes, hangers, or tissue. Any designer packaging such as authenticity cards, dust bags, and leather tags must also be returned as they are considered part of the product. Footwear and accessories must be returned unmarked and unscuffed in the original undamaged boxes provided and inside a protective shipping box. If the item comes with a security tag, this must be left on. If removed, the item will not comply with the Returns Policy and will not be refunded. 

Can I exchange my item?

At this time, we do not accept exchanges. If you need a different color, item, or size, we recommend ordering the desired size while it is still in stock and shipping back your original item for a refund. 

How can I return or exchange a faulty item?

All items are quality controlled and checked for faults before they are shipped to customers. Should you receive an item that is not in perfect condition please contact Customer Care within 14 days of receiving the item.

Can I exchange or return an item gifted to me by someone else?

No, the order must be returned by the person who purchased the gift, and payment will be refunded to the original cardholder's account. A new order will then need to be placed. 

Will shipping and duties be refunded on return?

Please refer to our Retuns and Refunds page for this information here.

When will I receive my refund?

We will always try to be as swift as possible; however, sometimes refunds can take up to 14 working days to process depending on your bank or payment provider. Payments will be refunded to the original payment method excluding the cost of shipping. Once your refund has been approved by our team, you will receive an email notification. 

Are products sold on the site authentic?

We guarantee the authenticity of all products purchased from proenzaschouler.com. 

Where can I buy authentic Proenza Schouler products?

Authentic Proenza Schouler products are exclusively sold through Proenza Schouler boutiques, authorized partners, department and specialty stores, and proenzaschouler.com. 

Please find out store locations here.

What are your promotion restrictions?

Please see our Promotions and Promotion Terms page for details.

Can I Buy A Gift Card Online?

At this time, we do not offer virtual gift cards.

Can I get my purchase gift-wrapped?

At this time, we do not offer gift wrapping service.

Which shipping methods are available and what are the fees?

Shipping costs will vary depending on the size, weight, and destination of your chosen items. As indicated at the time of purchase and by the order confirmation email, you are responsible for any and all shipping costs associated with the delivery. Once you are at checkout, the shipping fee will show above the total cost. Shipping fees may vary depending on the shipping method of your choice. All relevant delivery options are available for your order and to your destination will be displayed at checkout. For last minute purchases, Express delivery is available to most destinations and Same Day delivery is offered in NYC for applicable products. 

How much will I be charged for shipping?

As indicated at the time of purchase and by the order confirmation email, you are responsible for any and all shipping costs associated with the delivery. Once you are at checkout, the shipping fee will show above the total cost. Shipping fees may vary depending on the shipping method of your choice. 

Will I need to pay taxes and duties?

Please refer to information regarding duties and taxes here

When will I receive my order and how can I track delivery?

Please refer to our Orders and Shipping page for this information here.

How long will it take to receive my pre-order?

The estimated ship date is shown on the product description page. 

Is signature required upon delivery?

Yes, signature is usually required upon delivery. However, this policy has been put on hold due to COVID-19 social distancing guidelines. Please see below for adjusted policy:

UPS:
UPS’s Signature Required guidelines are temporarily being adjusted such that consignees will no longer need to sign for UPS Signature Required deliveries. Despite this adjusted process the driver will still need to make contact with the consignee. The consignee must, at the time of delivery, acknowledge that UPS is making a delivery and, if applicable, show government-issued photo ID.

DHL:
Option 1 - The receiver must sign the shipping label using their own pen. To serve as proof of delivery (POD), the courier captures the image of the signed label on their device. Option 2 - If the customer wants to avoid a proximity situation with the courier (and therefore does not want to sign the label), the courier will request the receiver's name and sign on behalf of the receiver.

How do I repair an item?

Please refer to our Repair Policy in our Terms and and Conditions here.

Is my repair affected by COVID-19?

During this COVID-19 outbreak the safety of our community is our top priority. Our repairs facilities have reopened in a limited capacity so repairs may be delayed. For any after care inquiries you can still reach out to our customer service team. We thank you for your patience and understanding during these uncertain times.

Is there a warranty?

Proenza Schouler offers a repair service for handbags and small leather goods purchased from proenzaschouler.com and any Proenza Schouler boutique up to one year from the date of purchase. If damage arises within this period, we will repair the product without charge and return it to you. Please note this policy does not cover normal wear and tear, misuse, or theft. For handbags and small leather goods purchased more than one year ago, we offer repairs for a fee based on an assessment of the repair request. 

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