For online purchases
How do I shop thewebster.com?
There are several ways to browse our website. You may discover new arrivals, explore our menu and designer list, or use search to find something specific.
If you would like personalized assistance from one of our stylists, please feel free to contact Eda Wong at eda.wong@thewebster.com.
For any questions or assistance regarding an online order, our Customer Care team is available at care@thewebster.com and will be happy to assist you.
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?
All online orders must be placed directly through our website, as our Customer Care team is unable to place orders by phone or email. Please note that select exclusive brands and items may not be available for purchase online. For these pieces, “Contact a Stylist” will appear in place of “Add to Cart.”
To work directly with one of our stylists, please contact Eda Wong at eda.wong@thewebster.com.
For any questions or assistance regarding an online order, our Customer Care team is available at care@thewebster.com and will be happy to assist you.
Why am I unable to purchase some brands on your website?
Select exclusive brands cannot be purchased directly online. For these pieces, “Contact a Stylist” will appear in place of “Add to Cart.”
To inquire about availability, please contact Eda Wong at eda.wong@thewebster.com, who will be pleased to assist you.
How long does it take to process my order?
Once your order is placed, you will receive a confirmation email with your order number and order details. Orders are typically processed within 1–3 business days. Processing times may vary during sale periods, holidays, and other high-volume periods.
We truly appreciate your patience and rest assured our team is working diligently to process and ship your order as quickly as possible. Once your order ships, you will receive an email with your tracking information.
How can I get notified when an item is available for purchase?
We invite you to sign up for our newsletter when you create an account with us and to follow us on our Women's Instagram or Men's Instagram to keep up to date with new arrivals, promotions, and special events. We apologize as we do not have a automatic notification system for online products at this time.
For user accounts
What are the benefits of creating an online account?
Creating an online account allows you to enjoy a faster checkout experience, create wish lists, monitor active orders, and easily access your order history in one place.
If you check out as a guest, your order may not be saved to an account or available in your order history, and we may be unable to add previous guest orders to your account after the purchase has been completed.
How do I create an account?
To create an online account, go to the Account icon in our website’s navigation menu and enter your email address to 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.
Can I edit my order information?
Unfortunately, once an order has been placed, we are unable to modify any order information.
If you need to make a change, please contact our Customer Care team as soon as possible at care@thewebster.com. If your order has not yet been processed, we may be able to cancel it so you can place a new order with the correct information.
Once an order has been processed, we are unable to cancel or modify it.
For payments and refunds
What methods of payment do you accept?
We accept American Express, Visa, MasterCard, Discover, UnionPay, Diner's Club, JCB, PayPal, and Apple Pay.
My order was declined. What is the next step?
If your order was declined by our fraud prevention system, it will be automatically cancelled and cannot be reinstated or reversed. This automated process is designed to protect our customers from potentially fraudulent activity.
The payment will not be captured by The Webster, and any pending authorization should clear from your account within a few business days.
To place a new order, please verify your billing and shipping information and try an alternate payment method, such as another credit card or PayPal.
Please note that Customer Care is unable to place orders by phone, chat, or email. If you would like to work directly with a stylist, please contact Eda Wong at eda.wong@thewebster.com.
I shipped my return. When will I receive my refund?
Once your return has been received, please allow 1–3 business days for our team to inspect and process your refund. You will receive an email confirmation once your refund has been issued.
For questions regarding the status of your return or refund, please contact care@thewebster.com.
For promo codes
How do I use a promo code?
After adding your item(s) to your cart, proceed to checkout and enter your promotional code in the “Promo Code” field, then select “Apply.” The discount will be reflected in your order total for all eligible items. If an item is not eligible for the promotion, the discount will not be applied. Please note that only one promotional code may be applied per order.
I am having trouble applying my promo code.
From time to time, The Webster may offer promotional codes, discounts, flash sales, or other limited-time promotional offers. Unless otherwise stated in the terms of a specific promotion, the following conditions apply:
- Promotional offers are valid only during the dates and times specified and are subject to availability and any applicable exclusions or restrictions.
- Certain brands, products, or categories may be excluded from promotional offers.
- Only one promotional code may be applied per order.
- Promotional codes and offers cannot be combined with other discounts or promotional offers and cannot be redeemed, extended, or applied retroactively after an order has been placed.
- Promotional codes are non-transferable, have no cash value, and cannot be redeemed for cash or applied toward the purchase of a Gift Card.
- When a promotional discount applies to multiple items within an order, the discount will be allocated proportionally across eligible items. Any refund will be based on the amount actually paid for the returned eligible item after the applicable discount.
- Promotional discounts themselves are not refundable.
- Expired, invalid, or otherwise ineligible promotional codes will not be honored or replaced.
Sale & Flash Sale Promotions
Sale promotions, flash sales, and other limited-time offers are valid only during the stated promotional period. Promotional pricing will not be honored before a promotion begins or after it ends and will not be applied retroactively to previous purchases.
Items discounted 50% or more, including items that reach 50% off through the application of a promotional code, are considered FINAL SALE and are not eligible for return or exchange, subject to The Webster’s Return Policy.
First Purchase Promotions
First purchase promotional codes apply only to eligible full-price merchandise and are subject to applicable brand, product, and category exclusions. They cannot be applied to sale or markdown merchandise unless otherwise expressly stated.
If you believe your item is eligible and the code is still not applying, please contact care@thewebster.com for assistance.
Do you price match?
The Webster does not offer price matching or price adjustments.
Prices are subject to change at any time. If an item is marked down or offered at a lower promotional price after a purchase has been completed, The Webster will not refund or credit the difference.
This policy applies to markdowns, promotional events, flash sales, promotional codes, and other limited-time offers.
The Webster does not match prices offered by other retailers, third-party marketplaces, boutiques, department stores, or other websites.
For shipping and tracking
How much will it cost to ship my order?
Standard Delivery is $12 for orders under $400.
Expedited Delivery is $25 for orders under $1,499.
Priority Delivery is $50.
Free shipping applies to qualifying orders with a merchandise subtotal of $400 or more, after discounts and before taxes and fees.
Where will my item be shipping from?
All items purchased on our website ship directly from one of our 11 boutiques or our warehouse, all based in the U.S.
If your order contains multiple items, they may ship from different locations and arrive in separate shipments, with individual tracking information provided for each package.
How long until I receive my order?
Orders are typically processed within 1–2 business days. During sale periods and other high-volume periods, processing may take 1–5 business days.
Orders placed by 1:00 PM ET, Monday–Friday, may be eligible for same-day processing and shipment; however, same-day shipment is not guaranteed.
Once your order has shipped, estimated transit time is 1–5 business days, depending on the destination and shipping method selected at checkout.
Saturdays, Sundays, and holidays are not considered business days, and weekend delivery is not currently available.
Can I pick up my online order in a store?
At this time, we do not offer in-store pickup for online orders.
If you have not yet placed your order, you may contact our Customer Care team at care@thewebster.com to inquire about the current location of an item. If the item is available at a boutique near you, our team can provide the boutique details so you may contact them directly to confirm availability.
Once an online order has been placed, we are unable to change its fulfillment location or redirect the order to a boutique for pickup.
Do you deliver to P.O. boxes?
At this time, we are unable to deliver to P.O. Box addresses.
How do I select Expedited or Priority delivery?
Priority and Expedited Delivery options are available for eligible orders and can be selected at checkout for $25 or $50.
Please note that a few factors may affect processing and delivery times:
- Orders must be placed before 1:00 PM ET, Monday–Friday to qualify.
- Orders must be approved by our payment and fraud prevention system. Declined orders will be canceled and fully refunded.
- Processing and delivery times may vary during sale periods, holidays, and other high-volume periods, as well as due to weather conditions or unforeseen courier delays.
- We do not offer weekend delivery. Orders placed on Friday may therefore continue processing or be delivered on the following business day.
Something else?
Please refer to our Shipping page for more info.
For returns and exchanges
I bought an item online and I would like to return and/or exchange it.
We want you to be delighted with your online purchase, and if the item doesn’t work out, you may return it for a refund as long as it meets our online return policy guidelines.
To get started, please use the link below to initiate your return. Through the portal, you’ll be able to create a return label and access step-by-step return instructions.
Online Return Portal Link: Return Policy | The Webster
We are not able to process exchanges at this time. If your item isn’t quite right, you’re welcome to return it for a refund, provided it meets our Online Return Policy guidelines. You may then place a new order for your preferred item or size, subject to availability.
If you have any questions or need additional assistance, please contact care@thewebster.com.
For final sale
How do I know if an item is final sale?
Items purchased at a discount of 50% or more, including when the final discount is reached through the use of a promotional code, are considered Final Sale and are not eligible for return.
Home items, fine jewelry, and watches are considered Final Sale.
Final Sale merchandise is identified on the product page, during checkout, and on your order confirmation email.
For authentic product inquiries
Are all items on thewebster.com authentic?
All merchandise offered by The Webster is brand new, 100% authentic and sourced directly from the designers and fashion houses we work with.
Since our founding in 2009, The Webster has built longstanding relationships with the world’s leading luxury brands. Every item available in our boutiques and on thewebster.com comes through these established brand partnerships.
For anything else
Can't find your question here?
If you require further assistance or if you have any questions, please contact us at care@thewebster.com Monday – Friday, 8AM – 5PM ET.