Frequently Asked Questions
LOYALTY EXCLUSIVE PROMOTION
What items will not be included in promotion?
Exclusion do apply. Promo code LOYALTY30 will NOT not be applied for any of the following brands/categories: ALEXANDER WANG, BOTTEGA VENET, FENDI, FENDI EYEWEAR, FENDI KIDS, GENTLE MONSTER, GIVENCHY, GUCCI, GUCCI EYEWEAR, GUCCI KIDS, LOEWE, SAINT LAURENT, CHANEL, DIOR, CELINE, VERSACE, LILY EVE, ROBERTA EINER, ANDREA ALMEIDA, JUDITH LEIBER, ERES, LYDIA MCKEE, THE ROW, FINE JEWWELRY, GIFT CARD, and HOME.
COVID-19 (CORONAVIRUS) INFORMATION
Is it safe to shop from your site?
We are following recommendations from the World Health Organisation (WHO) and the local authorities. We relentlessly make sure that all appropriate health and hygiene measures are respected.
What about the delivery of my purchase?
- Fedex shipping partners are taking appropriate actions, more info can be found here.
- Our team are monitoring the situation and continue to work very closely with our shipping partners and aim at making sure that all appropriate health and hygiene standards are adhered to.
Will I still receive my order/return/exchange?
CONSCIOUS FASHION AT THE WEBSTER
Style comes in many shapes, and The Webster is dedicated to highlighting the brands and designers who are dedicating their effort to make the world a better place, through their incredible creativity and their social responsibility. We chose to highlight Conscious Brands at The Webster when they exemplify one of these characteristics.
We have our eyes set in the long term; as such, we are supporting brands that limit the negative impact on the planet by minimizing waste, sourcing organic materials, or eco-friendly alternatives, and by manufacturing under healthy and fair conditions for their workers.
The Webster celebrates creativity and ingenuity, even more so when it comes with great style. Recycling and upcycling are smart ways to transform waste into something beautiful and valuable, and we are also encouraging this.
Creating product by hand takes time and care, The Webster is a champion of quality craftsmanship and handmade pieces. We are proposing a selection of very high luxury quality products that are built using traditional techniques by skilled artisans.
How do I shop thewebster.com?
There are several ways to browse our website. You may discover new arrivals on our homepage, explore our menu which includes our designer list, or you may locate something specific in our search bar. If you would like the assistance of one of our stylists, please contact email@example.com If you have any problems, please contact customer care at firstname.lastname@example.org available Monday - Friday 9am-6pm EST.
I am looking for something specific. How can I find it online?
If you are looking for a specific item, you may locate the Magnifying Glass icon on the upper right hand corner of each page to reveal the search bar. You may search for merchandise by designer, keyword, name, category or brand style number.
Can I place an order by telephone?
Yes, and some of our brands unavailable for online purchase will need to be placed by telephone. Please call us with details of the item you wish to purchase and your billing information so that we may process your order. You can reach us Monday - Friday 9am-6pm EST at (786) 442-6220.
Why am I unable to purchase some brands on your website?
Some of the brands that we carry will require the assistance of one of our stylists to purchase. Please contact email@example.com with your requests. If you have any problems, please contact customer care at firstname.lastname@example.org available Monday - Friday 9am-6pm EST.
How long does it take to process my order?
Once your order is placed, payment is captured immediately. At that time, you will receive an email confirmation summarizing your order details. After you have submitted your order, your transaction is subject to review for authenticity. Once FedEx has possession of your package you will receive a separate email with your tracking information.
What are the benefits of creating an online account?
Creating an account allows you to save your order details for a speedy checkout, create wish lists, and monitor active order processing independently.
USER ACCOUNT & PASSWORD
How do I create an account?
To create an online account, go to the Account tab in our website’s side navigation menu and select ‘Create an account’. You will be able to create your profile, save your shipping addresses and sign up for our newsletter to receive the latest updates from The Webster.
I am having trouble with a promo code?
Some promotional codes are limited to users who created an online account at thewebster.com. In this case, you must first create an account and log in to be able to redeem a special offer. Once you are logged in, you can enter your promo code during the checkout process. Kindly know that our promo codes cannot be applied to markdown merchandise, gift cards, home products, beauty products, watches, fine jewelry and pre Orders items. If you are encountering issues, please email our customer care team at email@example.com
Can I edit my order information?
Unfortunately, once an order is placed we cannot edit any information. Feel free to contact our customer care team at firstname.lastname@example.org as we may be able to cancel your order shortly after you have placed it.
PAYMENT & REFUND
What methods of payment do you accept?
We accept American Express, Visa, MasterCard, Discover, UnionPay, Diner's Club, and JCB. We also accept payment through PayPal and Apple Pay.
My order was declined, what is the next step?
If your order was declined or refused at checkout, the next step is to verify that all payment and shipping information is correct. Depending on your bank provider, you may receive notifications from them prompting you to authorize the transaction, and then you may try again. The next step would be to try another payment method or to try using PayPal. Finally, you may try contacting your banking provider. If your order was successfully placed, but declined by our fraud prevention system please contact our customer care team Monday - Friday 9am-6pm EST by e-mail at email@example.com or by telephone (786) 442-6220.
I shipped my return, when I receive my refund?
Please allow for 1-3 business days after the receipt of your return shipment for us to process your tefund. You will be notified via e-mail with receipt confirmation of your refund. If you have an inquiry about the status of your refund, please contact firstname.lastname@example.org
How can I get notified when an item is available for purchase?
We invite you to sign up to our newsletter and follow us on Instagram & Facebook to keep up to date with new arrivals, promotions and special events. We apologize as we do not have a notification system.
How do I pay in 4 interest-free installments?
Select 4 interest-free installments to split your purchase into equal payments, charged automatically every two weeks beginning at the time your order is confirmed (usually the shipment date). No bills are sent - you can simply sit back, relax, and enjoy your purchase.
How do I pay in 4 interest-free installments?
There are no upfront fees or interest when you pay in installments through Klarna.
How do I pay in 4 interest-free installments?
Monthly financing is available when you choose to open an account with Klarna at the time of checkout. This affordable and highly flexible open-end line of credit is issued by WebBank in partnership with Klarna, and it allows you to pay for your purchases over time and can be used anywhere in the Klarna merchant network.
Will this affect my credit score?
When you choose to Pay in 4 interest-free installments, Klarna may perform a soft credit check. This type of credit check will not impact your credit score. Monthly financing applications will take credit score and credit history into consideration when determining if the application is approved.
How can I reach Klarna?
You can reach Klarna anytime at https://www.klarna.com/us/customer-service/
SHIPPING & TRACKING
How much will it cost to ship my order?
We are pleased to offer complimentary ground shipping on all US domestic orders. For express services, please see our rates listed on our Shipping Page .
For International orders, FedEx International is our primary shipping carrier. We charge a flat rate of $30 to ship to most destinations, and $25 to ship to Canada. You may find more information regarding taxes and duties also on our Shipping Page.
Where will my item be shipping from?
All styles purchased on our site ship directly from our boutiques. The Webster has 6 different locations across the US and your item(s) may be coming from any of the 6 locations. Please note that if your order includes multiple items you may receive them in separate shipments.
How long until I receive my order?
All online orders placed by 1pm EST Monday - Friday are eligible to be processed for same day shipment. We currently do not have Saturday or Sunday delivery service, so transit times are based on business days. Order processing times are typically 1-2 business days, with the exception of sale periods, where this can be 1-5 business days. Once your package is in transit, shipping times are 1-5 business days depending on the location and the shipping method selected at checkout.
Can I pick up my online order in store?
If you have not placed your order, please call the store closest to you. Our team will be happy to let you know if the styles you selected are available at their location. If you already placed your order, please contact our customer care team at email@example.com who will confirm where your selection is shipping from.
Do you deliv er to P.O boxes?
We are able to deliver to P.O. Box addresses, however not at checkout. If you require your order to be delivered to a P.O. Box, please place your order with our customer care team - firstname.lastname@example.org
How may I select an Overnight delivery option?
We are pleased to offer express delivery service for a flat rate of $35. If you wish to receive your order using our courier’s Overnight delivery service, you must place your order before 11 AM EST Monday - Friday. Please note that a few factors may delay shipping:
Payment Approval - some orders are held under payment review from a few hours up 2 days
Weather: depending on weather conditions, couriers might delay or cancel shipments
Please refer to our Shipping Policy page for more info.
RETURNS & EXCHANGES
I bought an item online and I would like to return/exchange it.
We want you to be delighted with your purchase but if for any reason you are not satisfied, we are happy to accept a free return for refund on qualified items outlined in our Return Policy . For domestic orders, Click Here to start your return request by entering your order number and the zip code of your billing address. For international orders, please email us at email@example.com
How do I know id an item is final sale?
Any style presented on our site that is discounted greater than 50% off is considered final sale. Any item exceeding 50% due to applied promo codes is also considered final sale. Please note that fine jewelry and home products are also considered final sale. We do not accept returns or exchanges on these items.
Are all items on thewebster.com authentic?
Since its founding in 2009, The Webster has quickly established itself at the forefront of luxury fashion through the vision and direction of Laure Heriard Dubreuil. We want all our customers to know that we work directly with the best designers and fashion houses and we have built strong bonds with all the ones that are offered in our stores and online.
How can I sign-up to The Webster's newsletter?
To sign-up to our newsletter, simply use the link here.
How do I use a promo code?
After adding your item(s) to your cart, proceed to check-out, and enter your promotional code in the 'promo code' field, then click 'apply'. Your order total will then be updated accordingly. Kindly note, only one promo code may be applied per order and promo codes cannot be applied to markdown merchandise, home products, watches or fine jewelry.
I am having trouble applying my promo code.
Promotional codes may exclude certain criteria which will be listed in the details of the promotional code. Kindly know that our promo codes cannot be applied to markdown merchandise, home products, beauty products, watches or fine jewelry. Should you need any clarification, please contact our customer care team at firstname.lastname@example.org Kindly note, only one promo code may be applied per order.
Can't find your question?
If you require further assistance or if you have any questions, please contact us at email@example.com, or call us at (786) 442-6220, Monday - Friday, from 9:00 am till 6:00 pm EST.
LOYALTY - THE WEBSTER ELITE
What is the loyalty program ?
A rewards system created by The Webster designed to treat you the more you shop.
How do I join the loyalty program?
Simply by making purchases either online or in-store.
How do I earn points?
Every point = $1
The more you spend the more you earn!
How do I know my current status in the loyalty program?
By logging into your webster account and clicking on 'my rewards'.
What can I do with my points?
Redeem your points for curated experiences and benefits, such as exclusive events and early access to special products.
What happens to my points when I make a return?
The points earned from the initial purchase are deducted from you after the return has been processed.
Do my points expire?
Yes, points expire after 12 month of inactivity
Why didn't I get points on my purchase?
You checked out as a guest - the loyalty program is linked to your email address.
You returned your purchase - the loyalty program points are linked to items purchased
You purchased outside of the US - the loyalty program is only applicable in the US
Can I transfer my points?
No, points can only be earned when either sharing your email with the in-store associates or making a purchase on the line with the loyalty program email
Who do I contact for questions or concerns?
Email firstname.lastname@example.org for any inquiries you have about the loyalty program.