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FAQ (Frequently Asked Questions)

RETURNS

  1. How can I return my purchase?
  2. How can I return a gift that was sent to me?
  3. How can I return an item that I purchased from a store?
  4. I printed out my label and misplaced it. What can I do?
  5. How long does it take for me to get a refund?
  6. Can I use the pre-paid labels outside of United States?
  7. I am returning an item purchased with a Gift Certificate or Gift Card, how does that work?


SHOES

  1. How do I know my true shoe size?
  2. How does your shoe size compare to other brands?


ACROSS THE BOARD

  1. Are there Nicole Lee eStore gift certificates and/or gift cards?
  2. What is the meaning of eStore or NL eStore?
  3. Are there back orders?
  4. How can I request for a catalog?
  5. What is an eDealer or NL eDealer?
  6. How do I become an eDealer for Nicole Lee?
  7. Do you offer Live Chat support?
  8. How can I write a review on a product?
  9. How do I unsubscribe from any of your mailing lists?
  10. How do I use my Gift Certificate/Coupon Code/Store Credit Code?
  11. Free shipping (on orders over $100) or Coupon code is not working?
  12. I tried to check out and the item in my shopping cart disappeared, what happened?
  13. Is the item I want going to go on sale soon?
  14. Do you offer price adjustments or price match?
  15. How can I change my email address on my current account?
  16. What can I do when an item that I want is out of stock?


PAYMENT INFORMATION

  1. Do you accept international credit cards?
  2. Do you accept Cashier's Checks or Money Orders?
  3. Do you charge sales tax on any item?
  4. Is it safe to use my credit card on your site?
  5. Is it safe to use my debit card online?
  6. What forms of payment do you accept?
  7. My order has been delayed? What can cause a delay?


NL eSTORE CREDIT

  1. How can I obtain the balance of my NL eStore credit?
  2. How do I use NL eStore credit?
  3. I lost my store NL eStore code, how do I get it?
  4. What is NL eStore credit and how do I get it?


PAYPAL

  1. How do I sign up for PayPal?
  2. How do I use a Paypal payment option?
  3. How is billing done for PayPal?
  4. What do I do if I have questions about my PayPal account?
  5. What is PayPal?
  6. When are funds transferred out of my PayPal account for my order?


BILL ME LATER®

  1. How do I use Bill Me Later?
  2. What is Bill me Later?


TECHNOLOGY

  1. What are cookies? Do I need to enable cookies on my browser?
  2. When placing an order I get an error message stating that there has been an authorization failure. What went wrong?


ABOUT

  1. What are the benefits to having an account with you?
  2. What is NL Signature?
  3. How can I reach Nicole Lee eStore for additional assistance?
  4. How do I know it is safe to shop with you?
  5. What is your shipping policies?
  6. Can you ship to multiple addresses?
  7. How often do you have new arrivals?



RETURNS

Q: How can I return my purchase?
A: We have made efforts to improve this process and to strive to make it "Hassle Free" for you, our loyal customers The easiest way for you to return the merchandise is to contact us at returns@nicoleleeonline.com.

  1. Go to the website and click on My Account.
  2. Log in to your account using your email address and password.
  3. Click on "View Order" for the order number of the merchandise you wish to return.
  4. Click on "Invoices" on top.
  5. Click on "Return" on top.
  6. Complete the required (*)boxes and click submit.
  7. Please allow 2-3 business days* for Return Department to contact you via e-mail or phone.
Note: Please make sure to add return@nicoleleeonline.com to safe list in your e-mail.

 

Please note that we do not provide pre-paid return label for non-damaged items.

Make sure the merchandise is in its original packaging, (e.g., shoebox), and place it in a shipping box. Attach the label to the sealed box. Be sure to cover any old labels with the new one, or just peel them off. A black marker can also be used to cover any existing bar codes.

You may drop off your return at any authorized assigned shipping carrier (by Nicole Lee), but please do not drop your return off at a drop box.

It may take 4-5 business days* for your return to reach the Nicole Lee facility. Once it is received and inspected (usually within 72 hours of receipt) your refund will be processed and automatically applied to your credit card or original method of payment within 7 days. Please note that depending on your credit card company, it may take an additional 2-10 business days after your credit is applied for it to post to your account.

* Business days excludes Saturdays, Sundays, and any National Holiday.

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Q: How can I return a gift that was sent to me?
A: We are very sorry that your gift did not work for you. Please contact Nicole Lee Customer Care at Toll Free 1-877-nicole1 (642-6531) "e-Commerce department" or email at returns@nicoleleeonline.com for further assistance. We will need additional information in order to pull up the account that the gift was purchased on, such as; first and last name and/or email address.

Any gift item being returned will be refunded to the original purchaser's method of payment; unfortunately you cannot provide a store credit for a returned gift item. However, we can definitely process a gift exchange for you for another item. Please contact Nicole Lee Customer Care at Toll Free 1-877-nicole1 (642-6531) "e-Commerce department" or email at returns@nicoleleeonline.com for further assistance. To ensure availability of your desired item, please let us know or simply note it on the email when you contact us.

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Q: How can I return an item that I purchased from a store?
A: We make every effort to accommodate everyone's needs however due to agreements and trade policy that we have with our Partners we will not be able to process any returns that were not purchased from our eStore. All of our store Partners have a return policy that can accommodate your return so please contact them directly otherwise we will make every effort to assist you further if any complication arises.

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Q: I printed out my label and misplaced it. What can I do?
A: Please email us at returns@nicoleleeonline.com and we will happy to generate a replacement for you.

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Q: How long does it take for me to get a refund?
A: It normally takes 4-5 business days for your return to be returned back to Nicole Lee. Once it is received and inspected (usually within 72 hours of receipt) your refund will be processed and automatically applied to your credit card or original method of payment within 2 business days. Please note that depending on your credit card company, it may take an additional 2-10 business days after your credit is applied for it to post to your account.

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Q: Can I use the pre-paid labels outside of United States?
A: Unfortunately, our pre-paid labels cannot be used for international returns. Our pre-paid labels are only valid for use for the United States.

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Q: I am returning an item purchased with a Gift Certificate or Gift Card, how does that work?
A: Orders with Gift Certificates/cards as payment will be refunded to Nicole Lee eStore credit for your convenience

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SHOES

Q: How do I know my true shoe size?
A: If you are unsure of your shoe size with us please use our size guide for additional information.

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Q: How does your shoe size compare to other brands?
A: If you are unsure of your shoe size with us please use our size guide for additional information.

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ACROSS THE BOARD

Q: Are there Nicole Lee eStore gift certificates and/or gift cards?
A: Yes! If you're looking for the perfect gift or just doing some last minute shopping, Gift Certificates and Gift Cards are the perfect solution for you!

Nicole Lee Gift Certificates and Gift Cards.

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Q: What is the meaning of eStore or NL eStore?
A: eStore or NL eStore is the official name of our Nicole Lee website for business at www.nicoleleeonline.com

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Q: Are there back orders?
A: No. We do not do back orders. If an item is out of stock the Nicole Lee Customer Care will notify you as soon as possible and ask if you would like a replacement item. If we do not hear back from you within 24 hours after a contact attempt has been made the order will be cancelled.

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Q: How can I request for a catalog?
A: At this time we only offer catalogs to our eDealers exclusively otherwise our website can be used as a 'virtual' catalog. Our website is used to ensure that our customers have access to the most current styles, prices, sizes, and overall selection. If you're an eDealer you can email dealercare@nicoleleeonline.com to request a copy to be mailed out to you on your next order.

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Q: What is an eDealer or NL eDealer?
A: An eDealer and/or NL eDealer is an authorized Dealer for Nicole Lee who conducts all their buying needs through our website at www.nicoleleeonline.com.

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Q: How do I become an eDealer for Nicole Lee?
A: An additional information on becoming an eDealer is available at http://nicoleleeonline.com/dealer-apply.

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Q: Do you offer Live Chat support?
A: Yes we do! To get in contact with one of our live chat specialists, look for the Live chat button located on the top right hand of the page, right next to login.

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Q: How can I write a review on a product?
A: We welcome all your comments and reviews for the product that you've purchased from us. You can email it to us at customercare@nicoleleeonline.com.

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Q: How do I unsubscribe from any of your mailing lists?
A: There are two quick and easy ways to unsubscribe from our mailing list. Simply reply back to our e-blast with your request to be removed from the list or email us at cs@nicoleleeonline.com with "REMOVE ME" on the subject line and one of our customer care representative will take care of your request within 24 hours.

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Q: How do I use my Gift Certificate/Coupon Code/Store Credit Code?
A: Using your code is as easy as 1-2-3!
Place all of the items in your shopping cart. Right above the Grand Total, click within the box labeled as "Enter Promo Code" Enter the code in the box and click "Apply Code".
*All promo codes must be input at the time of checkout by the customer. Our system will not allow us to manually adjust any costs on orders that have already been placed. We cannot apply any promo codes to prior purchases.

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Q: Free shipping or Coupon code is not working?
A: If there is any running promotion within the site, "Coupon Code" will not work. Luggage and oversized bags are excluded for Free Shipping special. This offer is valid only within United States (excludes Alaska, Hawaii, US Virgin Islands, Puerto Rico, Guan, military and air force bases). Normal trasit time for this offer is 4-8 business days and excludes holidays. Additional charges will apply for all upgrades & expedited shipping services.

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Q: I tried to check out and the item in my shopping cart disappeared, what happened?
A: We are sorry that you were not able to complete your order. The selection on NL eStore is live and reflects what is in stock at that moment. Placing an item in your shopping cart does not guarantee your right to purchase that item. Until you have completed the checkout process, another customer may purchase the item even if it is in your cart. If that happens, you will receive a message on the shopping cart page informing you that the item is no longer available and that you should remove it from your cart.

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Q: Is the item I want going to go on sale soon?
A: Unfortunately, NL eStore does not know if an item will go on sale or be marked down until it actually happens.
It is possible for different colors within the same style to have different prices. For instance, if a blue bag is selling better than a yellow one, one might discount the yellow bag to boost sales.
The best way to catch a great sale would be to visit the sales page and to request to be added to our email list just for future sale notification, simply email us at cs@nicoleleeonline.com and request to be added to our "SALES LIST".

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Q: Do you offer price adjustments or price match?
A: Please note that we do not offer any price matches. We are also unable to make any price adjustments, or offer refunds if an item you had previously purchased is now on sale or promotion.

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Q: How can I change my email address on my current account?
A: Please follow these steps below.
Visit the website and click on "Login" in the upper right-hand corner of the page.
Log in to your account by typing your previous e-mail address and password.
Once logged in, click on "Edit Profile," towards the left hand side of the page.
Verify your "Current password" at the top.
Type your new e-mail address on box 2 and 3.
Click "Update Email Address."
Your e-mail will be updated.

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Q: What can I do when an item that I want is out of stock?
A: NL eStore apologizes for the item that you need is out of stock but due to who we are and what we represent, we do not manufacture to overflow the market with our designs rather we strive to be different and original.

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PAYMENT INFORMATION

Q: Do you accept international credit cards?
A: NL eStore accepts most international credit cards.

On the checkout page, there will be a billing and shipping section. Please do the following:
For the billing information
 Enter your street address on Address Line 1.
 Enter your City, County or Province, and Postal Code on Address Line 2.
 Enter your Country for the city.
 Enter AA for the state.
 Enter 11111 for the zip code.

For the shipping information
 Please enter the correct information in the appropriate field.
 Orders placed with the use of an International Credit Card may take up to 48 hours to finalize prior to shipping. We apologize for any inconvenience this may cause.
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Q: Do you accept Cashier's Checks or Money Orders?
A: No not at this time NL eStore does not accept Cashier's Checks or Money Orders.

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Q: Do you charge sales tax on any item?
A: NL eStore is required by law to collect sales tax on orders shipped within California. If you are shipping to California, the appropriate charges will be added to your total and displayed on your final order confirmation.

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Q: Is it safe to use my credit card on your site?
A: NL eStore takes this matter very seriously and continues to improve the safety of your personal information. We do not store and record any credit card information unless authorized by you so you can rest assured that your personal information is protected.

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Q: Is it safe to use my debit card online?
A: Yes! And please note: If you choose to pay by debit card, the amount you charge will be put on "hold", meaning it will not be available to you once you place your order. Once your transaction is processed, the amount of the transaction will be withdrawn from your account and the original "hold" will be voided.

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Q: What forms of payment do you accept?
A: NL eStore is currently accepting Visa, MasterCard, Discover, American Express, Bill Me Later, and PayPal for all orders.

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Q: My order has been delayed? What can cause a delay?
A: If the billing information you provided does not match what your bank has on file (including address and telephone number), your order may be delayed.

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NL eSTORE CREDIT

Q: How can I obtain the balance of my NL eStore credit?
A: Your NL eStore Credit balance can be obtained by contacting our Customer Care at 1-877-NICOLE1 (642-6531) or emailing at customercare@nicoleleeonline.com.

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Q: How do I use NL eStore credit?
A: The easiest way for you to use NL eStore credit is applying it in your shopping cart by using the credit code provided. It is used as a regular coupon code during checkout.

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Q: I lost my NL eStore credit code, how do I get it?
A: No need to stress over it, we got you covered. Simply contact us to obtain your code by email to customercare@nicoleleeonline.com, we will be more than happy to email you another copy as we're unable to provide the code over the phone due to identity theft.

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Q: What is NL eStore credit and how do I get it?
A: NL eStore Credit is credit received for returns that may be used to purchase future orders on the website. When returning items you have the option to 'Receive Store Credit' or 'Refund my Credit Card'; if you select 'Receive Store Credit' you will receive store credit for the amount of your return.
Please keep in mind that NL eStore credit is only available once your item(s) has been returned and processed.
For more information on NL eStore credit, see our terms and conditions
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PAYPAL

Q: How do I sign up for PayPal?
A: You can sign up for a PayPal account by going to https://www.paypal.com.

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Q: How do I use a PayPal payment option?
A: Existing PayPal users who prefer to use PayPal payment method when placing an order can click on the "Express 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 website.

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Q: How is billing done for PayPal?
A: 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.

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Q: What do I do if I have questions about my PayPal account?
A: You may contact PayPal customer service by calling 888-221-1161 or visiting their website at https://www.paypal.com for support and additional information.

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Q: What is PayPal?
A: 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.

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Q: When are funds transferred out of my PayPal account for my order?
A: 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 additional information, customers can contact PayPal customer service by calling 888-221-1161.

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BILL ME LATER®

Q: How do I use Bill Me Later?
A: Bill Me Later is a payment method that’s offered to you during checkout. Simple select Bill Me Later from the payment type area, and follow the instructions presented. For additional assistance, please call us at 1-877-NICOLE1 (642-6531).

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Q: What is Bill me Later?
A: Bill Me Later is a safe and convenient payment method offered through WebBank. It is available to all US residents who are of legal age in their state of residence. Bill Me Later is subject to credit approval, and once approved, you will have 25 days from the date on your statement to pay your balance in full without incurring any fees. For more information, you can visit their website or call Bill Me Later customer service at 1-866-528-3733 from the hours of 9:00am-11:00pm EST, 7 days a week.

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TECHNOLOGY

Q: What are cookies? Do I need to enable cookies on my browser?
A: A cookie is a small amount of data that is sent to your browser from a web site and is stored on your computer's hard drive. If your browser's preferences allow it (most browsers are installed with cookies enabled), each web site can send its own cookie to your browser. To protect your privacy, cookies do not store personal information but instead use anonymous unique identifiers. Each web site can only access the cookie they have sent to your hard drive, not the cookies sent by other web sites.
You need to enable cookies on your browser to enjoy all the shopping features on NL eStore. Cookies need to be enabled on your browser so you can add products to your shopping cart and to access your account information. If you share your computer with others and you do not want them to have access to your account information, be sure to log out before leaving your computer unattended. You can log out by clicking on "Logout" link at the top of the page. For more information about how we use cookies, See Our Privacy Policy.

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Q: When placing an order I get an error message stating that there has been an authorization failure. What went wrong?
A: Please double check the credit card number and expiration date on your card. Also, please be aware that NL eStore currently accepts Visa, MasterCard, Discover, and American Express for credit card payment.

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ABOUT

Q: What are the benefits to having an account with you?
A: With your NL eStore account, you will have access to the following information:
 Your Account Information
 Your Order History
 Process a Return
 Your Wish List
 Your Email Subscriptions
 Your Coupons and Gift Certificates
 Order Status
 Preview of upcoming collections and events
 And more to be added for your convenience

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Q: What is NL Signature?
A: NL Signature is a membership program created to accommodate all NL eStore shoppers such as yourself to provide additional benefits, such as reward program, gift cards, sales & promotion notification and more. For additional information, please contact us at NLsignature@nicoleleeonline.com and we will be more than happy to assist you.

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Q: How can I reach Nicole Lee eStore for additional assistance?
A: It is simple as 1-2-3

eStore Customers Care:
Tel:  (877) NICOLE1 "642-6531" Ext. 1
Email: customercare@nicoleleeonline.com

eStore eDealer Care:

Tel:  (877) NICOLE1 "642-6531" Ext. 1

Email: dealercare@nicoleleeonline.com

eStore Spanish Care "Se Habla Espanol":

Tel:  (877) NICOLE1 "642-6531" Ext. 1

Email: info@nicoleleeonline.com


Live Chat Help:
During our business hours from Monday thru Friday between 8:30am to 4:30pm (PST) a live representative is available to answer your inquiry. Give it try - "Click Here"

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Q: How do I know it is safe to shop with you?
A: NL eStore takes great pride in offering a safe and secure online shopping experience and we're always looking to improve our safety as well as your convenience. Privacy is another that we take very seriously and we're never going to stop protecting your privacy.

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Q: What is your return policies?
A: NL eStore offers "Hassle Free" & "100% Satisfied" 30 Days Return Policy for your purchase, you can return your order to the warehouse for a full refund. No questions asked. Returns must be unused, unworn, in the original state and packaging. Only thing we ask is to email your request to returns@nicoleleeonline.com to receive a RMA# in order to expedite the return process and crediting back the money to the correct purchaser. We cannot guarantee any returns without the correct form and RMA# please follow the instructions below.

  1. A completed Return Authorization with a RMA# "MUST" be included in the return package.
  2. Return your item pre-paid in a original packaging to the following address below;

Nicole Lee USA
1133 S. Boyle Ave.
Los Angeles, CA. 90023
ATTN: eStore Returns


Q: What is your shipping policies?
A: NL eStore offers free shipping on all US domestic orders over US$100.00 (One hundred dollars).
The minimum purchase amount required for free shipping does not include purchase of gift cards or sales tax. The free shipping offer applies to Standard Shipping only and to one location.

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Q: Can you ship to multiple addresses?
A: With over thousands of styles available, Nicole Lee eStore offers one of the best selections anywhere -- onlin e or offline. We add new styles to our eStore on a weekly basis so that our selections are always paving its way for others to follow.

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Q: How is International duty and taxes calculated for destinations outside of US?
A: With over thousands of styles available, Nicole Lee eStore offers one of the best selections anywhere -- online or offline. We add new styles to our eStore on a weekly basis so that our selections are always paving its way for others to follow.
Duty (or custom tariffs) is set by the destination country customs authorities and is determined based on a combination of the country of origin or manufacturing of the goods being purchased, and the classification of that merchandise in accordance with a harmonized system adopted and used by the countries that Duty (or customs tariffs) is set by the destination country customs authorities and is determined based on a combination of the country of origin or manufacturing of the goods being purchased, and the classification of that merchandise in accordance with a harmonized system adopted and used by the countries.

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Q: Do you ship to Military or P.O. boxes?
A: With over thousands of styles available, Nicole Lee eStore offers one of the best selections anywhere -- online or offline. We add new styles to our eStore on a weekly basis so that our selections are always paving its way for others to follow. Expedited shipping is not available for items shipped to P.O. boxes or Military base addresses.

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Q: How often do you have new arrivals?
A: With over thousands of styles available, Nicole Lee eStore offers one of the best selections anywhere -- online or offline. We add new styles to our eStore on a weekly basis so that our selections are always paving its way for others to follow. Everything In-Stock: If you are able to place an item in your shopping cart, that means that the item is available for immediate shipment. The fulfillment rate is over 99% - you can feel confident that if you ordered it, you will receive it.

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  • 10-20
    31-40
    51-60

    21-30
    41-50
    Just too young
  • White Ameircan
    Hispanic
    African

    Native American
    Asian
    Other

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