FAQ (Frequently Asked Questions)
- Can I place my order over the phone?
- I am having trouble placing my order. What should I do?
- Why am I experiencing problems when entering my payment details?
- How can I pay for my order?
- How do I change my order, cancel it, or edit my address once it has been placed?
- When will I be charged?
- I have a coupon code, why isn’t it working?
- Do you offer price adjustments or price match?
- What should I do if I receive an incorrect or faulty item?
- Can I exchange an item?
- Why was my order Partially Shipped?
- Item I liked is now out of stock, when will it be available?
SHIPPING AND DELIVERY
- How long will it take to process my order?
- Does FREE SHIPPING apply to all orders?
- Will paid shipping expedite my order processing?
- Do you ship internationally?
- How long does shipping to Puerto Rico take?
- How can I track my package?
- Why is my tracking number invalid?
- Can you ship to a different address than my billing address?
- My package says it’s been delivered, but I have not received it, now what?
RETURNS AND EXCHANGES
- How can I make a return?
- My return was approved, what now?
- Will you provide a pre-paid return label for my return?
- How can I return/exchange an item that was not purchased from the Nicole Lee eStore?
- How will I know if my return has reached you?
- How long does it take to process my return?
- Do you accept international credit cards?
- How much is shipping for international orders?
- How long will it take for me to get my order?
- If my items are detained by Customs, who is responsible for clearance of the items?
- Will I be charged customs and import duties?
- Is my Nicole Lee item under warranty?
- Can you repair an item?
- Does NL Warranty apply to all Nicole Lee items?
- Where can I find a Nicole Lee store?
- How do I know my item is an authentic Nicole Lee?
- Do you have a catalog?
- How can I contact you?
- How do I become a Nicole Lee reseller?
Q: Can I place my order over the phone?
A: For security reasons we cannot process orders over the phone. All orders must be placed on nicoleleeonline.com it is fast, easy and secure.Return to Top
Q: I am having trouble placing my order. What should I do?
A: Before placing an order, please make sure to have a registered account on our website by entering an email address and creating a password. When entering credit card information, make sure that all credit card and billing information matches correctly. If the problem persists, please contact us at 323-264-0005 EXT. 1 Monday- Friday 8AM-5PMReturn to Top
Q: Why am I experiencing problems when entering my payment details?
A: Make sure you have imputed the correct details by checking all the information carefully. Contact your bank to ensure there are no problems with the card. If issue persists, please contact us to investigate further.Return to Top
Q: How can I pay for my order?
A: We accept the following methods of payment: Visa, MasterCard and Paypal. We do not accept money orders, checks or prepaid debit cards.Return to Top
Q: How do I change my order, cancel it, or edit my address once it has been placed?
A: If you need to make any changes to your order please email us to email@example.com or give us a call to 323-264-0005 ex 1. Monday-Friday 8am-5pm. We want to get your order out as soon as possible, therefore we cannot guarantee any changes. Thank you for understanding!Return to Top
Q: When will I be charged?
A: When placing an order with Nicole Lee you are only authorizing payment. Payment will only be captured once your order is ready to leave our warehouse, which may take 1-2 business days.Return to Top
Q: I have a coupon code, why isn’t it working?
A: We offer coupon codes for all loyal customers! Your code isn’t working? Please keep these things in mind;
- Have you entered the code correctly? NL codes are case sensitive, try copying and pasting the code into the Promo Code box just before checkout.
- Please look at the terms and conditions of the discount code to make sure this offer is still valid.
- From time to time we offer discount codes for selected items only or it excludes certain items
- If we have provided you with a unique code, please note that it cannot be used in conjunction with any other discount code and the code can only be used once.
Q: Do you offer price adjustments or price match?
A: We are unable to make any price adjustments, or offer refunds if an item you had previously purchased is now on sale or promotion.Return to Top
Q:What should I do if I receive an incorrect or faulty item?
A:We're sorry to hear that you've received an incorrect or faulty item. Please send us an email to firstname.lastname@example.org with your order number, the name/style number of the item you were supposed to receive and further details of the problem within 7 days of receiving your order.Return to Top
Q: Can I exchange an item?
A: All items are exchangeable excluding sale items, replacement items, or promotional gifts. If you wish to exchange an item, please email email@example.com with your inquiry.Return to Top
Q: Why was my order Partially Shipped?
A: In most cases, all items that we have available will be displayed on the site. In some cases, however, due to inventory fluctuation, items that appear to be available when you place your order may, in fact, be out of stock. If this happens, your order will be partially shipped, you will be notified, and you will not be charged for that item.Return to Top
Q: Item I liked is now out of stock, when will it be available?
A: In most cases once an item becomes out of stock, items will not be restocked. If item does become available and you are subscribed to our NL newsletter you will receive an update regarding availability.Return to Top
SHIPPING AND DELIVERY
Q: How long will it take to process my order?
A: All orders placed before 12PM Monday- Friday (excluding holidays) will be processed that same day. Orders placed after 12PM on any day will be processed the next business day. Orders are shipped out within 1-2 business days, with free shipping or paid shipping, after credit card verification. Please note, during sale events, holidays or sample sales orders may take 2-4 business days to be processed and shipped out.Return to Top
Q: Does FREE SHIPPING apply to all orders?
A: Free shipping may be applied to any order within the continental U.S at time of checkout. (Excludes Alaska, Hawaii, and U.S Territories) Orders with FREE SHIPPING are shipped via Fedex-Smartpost which could take 4-8 business days to reach delivery destination Delivery times are approximate. Saturdays, Sundays and holidays are not considered business days.Return to Top
Q: Will paid shipping expedite my order processing?
A: If you have selected to pay for shipping, we will make all efforts to ship out your order that same day if placed before 12PM, but we cannot guarantee this. Shipping times depend on the method you select during checkout, which may vary.Return to Top
Q: Do you ship internationally?
A: Yes, Nicole Lee ships internationally. Please note, if you're shipping to a country outside the U.S., your order may be subject to import duties and taxes, which are applied once your package reaches your country. For more information regarding custom policies, please contact your country's local customs office.Return to Top
Q: How long does shipping to Puerto Rico take?
A: Shipping times to Puerto Rico vary, it may take 2-3 weeks to reach its final delivery address. It is very important you provide a complete address, otherwise this may cause further delay. Please note FedEx Smartpost 4-8 day(s) delivery method is only the transit time from our warehouse to address before being shipped out to Puerto Rico.Return to Top
Q: How can I track my package?
A: Your Nicole Lee tracking number will be included in your shipment confirmation email. If you did not receive an email or need assistance please contact us by emailing firstname.lastname@example.orgReturn to Top
Q: Why is my tracking number invalid?
A: Tracking number information may take 24 hours to update in the system, information will update as carrier scans and transports the item.Return to Top
Q: Can you ship to a different address than my billing address?
A: Yes! You can have your package shipped to another address. If you choose to have your package delivered to a Freight Forward, P.O BOX, or Hotel address include name, parcel box number, or room number to ensure your package is successfully delivered. Please note, by providing an address different than your billing address you automatically agree to our terms and conditions, which are as follows; Once package has left the Nicole Lee warehouse, we are not responsible for any damaged and/or lost shipments. You assume risk of any loss of items and are responsible for filing any claims with the carrier or location.Return to Top
Q: My package says it’s been delivered, but I have not received it, now what?
A: If your tracking number records indicate your package has been delivered, here are some steps we recommend trying first;
- Confirm that the correct shipping address was entered at checkout
- Search your property thoroughly, at times carrier will place packages in discreet locations for security.
- Check with neighbors to make sure no one is holding package for you
If you are still unable to locate your package, send us an email us to email@example.com , please note we must receive email within 7 days of delivery date stated. We will make all efforts to file a claim with carrier, resolution of matter will depend on the results of investigation. Nicole Lee is not responsible for lost, stolen or damaged packages. We cannot guarantee a replacement or refund for package. Nicole Lee has the right to refuse any inquires.Return to Top
RETURNS AND EXCHANGES
Q: How can I make a return?
A: For all return inquiries, please email firstname.lastname@example.org with your order number and reason for return. You have 14 days from day item was received to contact us for a return. Sale items, promotional gifts and replacements are all FINAL SALE.Return to Top
Q: My return was approved, what now?
A: If return/exchange is approved, you will receive an RA number; please note you must receive an RA number before shipping item back to our warehouse. If package is shipped without RA number, we reserve the right to deny a refund if merchandise does not meet our requirements.Return to Top
Q: Will you provide a pre-paid return label for my return?
A: Prepaid return labels will only be provided if the item customer has received has a manufacture defect or is damaged. We must receive images of item in order to verify damage. In other cases, shipping charges for returns are the customer's responsibility.Return to Top
Q: How can I return/exchange an item that was not purchased from the Nicole Lee eStore?
A: We make every effort to accommodate everyone's needs however due to agreements and trade policy that we have with our distributors and partners we will not be able to process any returns that were not purchased from our eStore directly. Item must be returned/exchanged to the store or site from which it was originally purchased and is subject to the return policy of the originating retailer.Return to Top
Q: How will I know if my return has reached you?
A: For any return(s) we advise to keep a record or proof of your tracking number, in order to verify the deliver to our warehouse. It is important to keep proof, since we have no record of item being shipped back until we are ready to process refund. Please note, Nicole Lee does not keep record of any pre-paid return labels provided. We advise to track your package until it has reached our warehouse.Return to Top
Q: How long does it take to process my return?
A: Your return and refund will be processed within 2-5 business days after item(s) are received by us. Please allow 1 to 2 billing cycles for the credit to appear on your statement. Still have a question? Please email us to email@example.com or give us a call to 1-323-264-0005 EX 1 (Monday-Friday 8am-5PM)Return to Top
Q: Do you accept international credit cards?
A: Nicole Lee accepts all credit cards, as long as billing address matches cardholders billing address.Return to Top
Q: How much is shipping for international orders?
A: We offer different shipping rates for international orders. Orders may ship via Fedex, UPS, or USPS where rates vary. Please note, offer estimated rates, right before checkout. The most economic rate will be via USPS, it is $35 (USD) for the first item and additional $10 (USD) for each item added.Return to Top
Q: How long will it take for me to get my order?
A: International orders may take 3-4 weeks to reach destination. Depending on the method of delivery you select such as Fedex, UPS or USPS. All foreign packages going into a country are subject to be inspected by customs, which may cause delay.Return to Top
Q: If my items are detained by Customs, who is responsible for clearance of the items?
A: If the items are detained by Customs, the customer is responsible for clearance of the items. If your items cannot be cleared through Customs, you will need to provide us with a letter authorized by Customs clearly stating why they seized it. Nicole Lee is not responsible for any delays or lost packages via customs or shipping carrier.Return to Top
Q: Will I be charged customs and import duties?
A: Orders being shipped to a destination outside of the United States may be subject to import duties and taxes. Nicole Lee is not responsible for any fees or taxes from international customs.Return to Top
Q: Is my Nicole Lee item under warranty?
A: We offer a 30-day warranty for all Nicole Lee items purchased directly from our website or Nicole Lee Corporate Store in Los Angeles. Nicole Lee products are produced from the finest materials to ensure satisfaction. If item proves to be defective in material or workmanship under normal use, anytime within the first 30 days, we will be happy to provide a replacement or exchange. Nicole Lee warranty does not apply to items purchased from Flea Markets, Ebay, TJmaxx, Amazon, retailor, independent boutiques, or Nicole Lee Franchises.Return to Top
Q: Can you repair an item?
A: Nicole Lee does not make repairs to items, you may submit an inquiry for a replacement by emailing firstname.lastname@example.org. Please note we cannot guarantee a replacement.Return to Top
Q: Does NL Warranty apply to all Nicole Lee items?
A: NL warranty only applies to items purchased directly from nicoleleeonline.com or Nicole Lee Corporate Store.
This product can expose you to chemicals including Lead, which is known to the State of California to cause cancer and birth defects or other reproductive harm. For more information, go to: www.p65Warnings.ca.govReturn to Top
Q: Where can I find a Nicole Lee store?
A: We have over 40 stores worldwide, please visit www.nicoleleeusa.com under NL Stores to find a store near you.Return to Top
Q: How do I know my item is an authentic Nicole Lee?
A: Our unique prints and detailed items help identify our authentic designs. Our designs change every collection, therefore there isn’t one specific detail they all obtain. A few things you may keep in mind are the following;
—Authenticity Nicole Lee hangtags
—Packaging must include a pink duster bag
—Recognize Nicole Lee Prints, all new prints, designs are posted on social media by Nicole Lee USA or any of our authorized distributors
If you are unsure if you have obtained an authentic Nicole Lee item, please send us an email to email@example.com with images of the item, for us to verify.Return to Top
Q: Do you have a catalog?
A: At this time, we do not offer catalogs to the public, in order to view all our items please visit our eStore.Return to Top
Q: How can I contact you?
A: You may contact us by telephone, email and even live chat! 1-323-264-0005 Monday-Friday 8AM-5PM Or send us an email to firstname.lastname@example.orgReturn to Top
Q: How do I become a Nicole Lee reseller?
A: If you are interested in wholesale, please select the link on the top right hand corner on the home page for full details. You may also send us an email for further details email@example.comReturn to Top
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
Preview of upcoming collections and events
And more to be added for your convenience
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.Return to Top
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
eStore eDealer Care:
Tel: (877) NICOLE1 "642-6531" Ext. 1
eStore Spanish Care "Se Habla Espanol":
Tel: (877) NICOLE1 "642-6531" Ext. 1
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"Return to Top
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.Return to Top
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 firstname.lastname@example.org 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.
- A completed Return Authorization with a RMA# "MUST" be included in the return package.
- 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.
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.Return to Top
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.
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.Return to Top
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.Return to Top