FAQs
Order Management
Once an order has been placed we cannot make changes. This includes adding items to the existing order, changing a size of an item in an existing order, or combining multiple orders.
Please request the order be canceled within 1 hour of the order being placed and place a new order for the correct information.
You will have the option to cancel your order within your confirmation email. You may also contact our customer service team at [email protected]. Please include your order number and the reason for cancellation in your message.
Orders can only be canceled before they have been dispatched. If your order has already been shipped, please refer to our return policy for further instructions.
Orders can be requested to be canceled but cannot be guaranteed. Orders can be canceled within 1 hour.
Please email our team with your cancellation request as soon as possible.
You will receive confirmation of your cancellation if we’re able to make it happen.
After this period, we may not be able to cancel your order as it might already be in processing or shipment.
If you have already received an order confirmation email, it may be impossible to cancel your order. However, you can always request a return or exchange once your order arrives.
Once your order has been placed and processed, you will receive a confirmation email with your order details. This email will include a tracking number and a link to our tracking page.
Click on the tracking number link or enter the tracking number into FedEx.com
Tracking information may not be immediately available after your order is placed. It can take up to 24 hours for the number to become active in our system. If you don't see any updates right away, please be patient and check back later.
We’re sorry your item(s) have damage. Please contact our team at [email protected] as soon as possible. We will respond to you at our earliest convenience.
If Route Package Protection was purchased, please file a claim here. If no chose to remove Route Package Protection, you accept that Cinq à Sept is not liable for items that are lost, stolen or damaged in transit.
If no one was home at the time of delivery, the carrier will leave the package in a safe location.
Be sure to check around your home and with neighbors/building management who may have collected the package for you.
Also, please double-check the shipping address of your order (in the order confirmation email) to ensure it’s headed to the right location.
On some occasions, packages may be marked as delivered but take additional time to arrive.
If you still are unable to locate the package and have purchased Route Package Protection, you can start a claim here, only after 5 days after the delivery date. If you chose to remove Route Package Protection, you accepted that Cinq à Sept is not liable for items that are lost, stolen, or damaged in transit.
If you need additional assistance, please email our team.
Lost packages
At Cinq à Sept, we strive to ensure every order reaches you in perfect condition. In the event that your order is lost during transit, please reach out to our customer support team at [email protected] with your order number and any relevant details.
If Route Package Protection was purchased and you have not recovered your package after 5 days of delivery, please start a claim here. If you chose to remove Route Package Protection, you accept that Cinq à Sept is not liable for items that are lost, stolen or damaged in transit.
Damaged packages
We understand the disappointment of receiving a damaged package. In such instances, please reach out to our customer support team at [email protected] with your order number and any relevant details.
If Route Package Protection was purchased and you have not recovered your package after 5 days of delivery, please start a claim here. If you chose to remove Route Package Protection, you accept that Cinq à Sept is not liable for items that are lost, stolen or damaged in transit.
We are sorry to hear you received the wrong item in your order. Please report your order issue to our team via email at [email protected] for further assistance.
Include a photo of the item received and the name of the missing item(s). Please double-check the package for any notes or packing slips that indicate your other item(s) were shipped separately.
While we may not be able to guarantee your exact order is replaced due to potential stock issues, we’ll resolve the situation as best we can.
Shipping
Our ground shipping time within the Continental US is 3-5 business days.
Shipping charges, if applicable, will be calculated and displayed at checkout. Please note that delivery times may vary depending on your location and the time of year.
Our international shipping time within the Canada is 5-7 business days.
Shipping charges, if applicable, will be calculated and displayed at checkout. Please note that delivery times may vary depending on your location and the time of year.
Currently, we do not offer international shipping other than Canada, but we are working to provide this service in the future.
For additional questions about our shipping policy, please contact us at [email protected].
Delivery times vary depending on the destination and the shipping method selected.
• FedEx Ground Delivery: Typically arrives within 3-5 business days.
• FedEx 2-Day Delivery: Typically arrives within 2 business days.
• Overnight Delivery: Typically arrives within 1 business day.
• Canada Delivery: Typically arrives within 5-7 business days.
Domestic Shipping USA: We offer free ground shipping on orders over $250. We also offer expedited shipping for $24 for 2-day and $34 for 1-day.
Canadian Shipping: We offer standard shipping to Canada for $32 USD.
We do not offer "signature required" deliveries at this time. We suggest having someone be available at the time of delivery or sending to a FedEx Office location most convenient to you to ensure someone is able to receive the package on your behalf.
You can view FedEx office locations here: https://local.fedex.com/en/fxo-only
No, we do not currently ship to a P.O. Box. Please ship to an address than accepts FedEx packages.
We offer fast and free shipping for orders over $250. within the contiguous United States (does not include Hawaii, Alaska, or US territories).
Orders shipped outside the United States are subject to taxes and duties that are paid for by the customer.
Yes, we do offer expedited shipping for domestic orders only for $24 for 2-day shipping and $34 for overnight shipping.
Orders placed after 12 PM EST will be shipped the following business day.
Orders placed on the weekend or during a holiday will be processed and shipped the following business day. Saturday and Sunday do not count as shipping/business days.
Cinq à Sept will provide a FedEx tracking number within 24 hours of your order being shipped to help you anticipate the appropriate delivery date.
Delivery to all U.S. and international P.O. Boxes is not currently available.
Once your order has been placed and processed, you will receive a confirmation email with your order details. This email will include a tracking number and a link to our tracking page.
Tracking information may not be immediately available after your order is placed. It can take up to 24 hours for the number to become active in our system. If you don't see any updates right away, please be patient and check back later.
1 day after placing your order, you can click the tracking number link in the email.
We can currently ship to the US and some US territories and Canada.
Returns
We’ve extended your time to make returns during the holiday shopping season.
Items purchased between November 21, 2024 and December 23, 2024 are eligible to be returned for a refund until January 6, 2025. Our standard 14-day return policy applies to items purchased on or after December 24, 2024.
Returns are eligible for a refund within 14 days of delivery. Returned items must be presented in the same condition as when they were received: unworn, undamaged, unaltered, and with the original tags, and packaging. Returns that do not meet this policy will not be accepted and will be sent back to you.
Final Sale items cannot be returned or exchanged.
International returns are excluded from our extended holiday return policy.
To make sure all of our customers have the best shopping experience, we may restrict or refuse future transactions if we identify an unreasonable return pattern.
ONLINE RETURNS
Start your return online here. Box up your items, apply the label provided, and ship them back to us. You’ll get an email when your items have been received and your refund has been processed. Please allow 3-5 days for your refund to be initiated.
Cinq à Sept wants you to be completely satisfied with your purchase. However, in the event that you need to return your unworn items, you can ship it back to us in the original packaging for a refund.
All orders shipped outside the continental United States are final sale, non-returnable and non-refundable.
All items marked as Final Sale are ineligible for exchanges, returns or refunds.
Please note our return policy:
- All returns must be requested within 14 days from the date of delivery for a refund to your original form of payment.
- All returns must be requested within 30 days from the date of delivery for a merchandise credit.
- All returns must be shipped within 30 days of the return request.
- Only purchases made online can be returned online.
- Once a form of refund is selected, it cannot be changed.
- We will not accept merchandise that has been worn, altered, dirty, or washed.
- Merchandise must have all tags attached.
- All items should be returned in their original packaging.
- Shipping charges are not refundable.
- Online purchases cannot be return in-store.
- Upon receipt of returned goods, Cinq à Sept reserves the right to deny a refund if the merchandise does not meet return policy requirements.
- A $10.00 return shipping fee will be deducted from your total refunded amount.
- Please note that an excessive number of returns in a twelve-month period may cause us to reject future orders from you.
IN-STORE RETURNS
All items marked as Final Sale are ineligible for exchanges, returns or refunds.
Please note our return policy:
- All returns must be within 14 days from the date of purchase for a refund to your original form of payment.
- Only purchases made in-store can be returned in-store.
- We will not accept merchandise that has been worn, altered, dirty, or washed.
- Merchandise must have all tags attached.
- Cinq à Sept reserves the right to deny a refund if the merchandise does not meet return policy requirements.
- In-store orders cannot be returned online.
- Please note that an excessive number of returns in a twelve-month period may cause us to reject future orders from you.
FREQUENT RETURNS
Cinq à Sept prides itself in selling high quality products that go through a very thorough inspection process before they ship to their new home, as well as providing adequate product and sizing information to guide our customers to their best fit for each style.
As a result, if we see a higher than normal return rate on your account, we may contact you via email to inquire further on your returns. Once we can gain a better understanding on why many of your purchases are not working for you, we will be able to manually process return requests for your account, or deny any returns coming from your account. If you have any concerns about the fit or quality of our items, please reach out to our customer service prior to purchasing.
If your Cinq à Sept return arrives at our facility in a damaged, dirty, altered, or worn state, we will inquire with you via email to better understand if the item was received in this state in its original packaging. Cinq à Sept reserves the right to deny a return if it has visible signs of wear and tear, or the tags have been removed from the item. If you receive a Cinq à Sept in a damaged or concerning state, please reach out to customer service with photos so that we can process your return or exchange.
Returns must be initiated within 14 days of receiving your order. Items must be unused and in the original packaging.
Return by mail
Click here to initiate the return process with your order number and details about the item you wish to return. Print the shipping label and drop off your return at a UPS location.
Note: There is a $10 shipping charge per order.
Return in store
Only orders purchased online can be returned by mail. If you purchased in store, please return the item within 14 days of receiving your order. Items must be unused.
Refund process
Upon receiving the returned item, we will inspect it to ensure it meets our return policy criteria. If the return is approved, a refund will be processed to the original payment method within 14 business days.
Non-Returnable items
Certain items may not be eligible for return due to hygiene, final sale, or other reasons. These items will be clearly marked on the product page. Orders shipped outside the Continental US will also be considered Final Sale.
Yes, we offer refunds and exchanges within 14 days of purchase. To be eligible for a refund or exchange, items must be returned in their original condition, with all tags and packaging intact. Please note that orders shipped to Canada are not eligible.
We cannot accommodate exchanges. Please request to return the item that did not work and place a new order for the new item you would like to receive
Please contact our customer support at [email protected]. Refunds will be processed to the original payment method within 3-5 of days days of receiving the returned item.
No, you cannot change your form of refund. Please review your return request before submitting as this cannot be changed.
You will receive an email when your return has been received and processed in the warehouse. We suggest keeping your tracking information so you can track the progress of your return.
Once your return has been received and processed, you will be notified via email when the refund has been issued.
Please allow up to 14 business days for the refund to reflect in your account.
No. We cannot return, exchange or refund items that were not purchased through cinqasept.nyc or our physical stores.
Online Shopping
If you're not receiving your verification email from Status, first check in your Spam folder and Inbox for the verification email. If you still are unable to find the verification email, please reach out to [email protected] verifying the email address you are attempting to log in with.
To apply a promo or discount code:
• Proceed to checkout and enter your code in the ['Discount Code or gift card'] field in the beginning of your check out process.
• Click ['Apply'] to see your new total before finalizing your order.
• Only one code can be used per order.
If you’re having trouble entering your promo code, please try clearing the cache on your web browser or trying on a different device.
We can offer price matching on items that are available at both retailers in the size and color you are interested in purchasing.
Route's Package Protection is a package protection solution that helps cover your order in the event that your order gets lost, stolen, or damaged while in transit while also protecting the planet.
We understand how frustrating it is to have something happen to your order, so we’ve partnered with Route to offer added assurance that you’re supported. Route Package Protection can be added or removed during checkout. You can also download the Route App to track all of your online orders in one place and easily file a claim with their team if your package happens to be lost, stolen or damaged during transit.
If your package was marked as delivered and you suspect theft, Please create a claim 5 days after the delivery date, in case the carrier still has possession of your package. Please note, some order issues may require a police report to be filed.
If your package is lost, please create a claim no earlier than 2 calendar days and no later than 30 days from the last update. The maximum filing time is 60 days from the order date.
If your package is delivered but damaged and missing items. Claim must be accompanied with photos of the packaging and the items and claims must be filed no later than 15 calendar dates from when it was marked as delivered by the carrier.
All of Route’s policies are listed here.