HELP CENTER

TRACK YOUR PACKAGE

 

TRACKING

Tracking IDs are usually provided within 5 days of placing an order & can take 5-10 days to be activated by the courier. 

Due to overwhelming demand, the tracking system on our site occasionally has bugs. It can  take more time to populate your tracking number.

If you are having trouble with our tracking system, you can use our Alternative Tracking here: https://global.cainiao.com

When your tracking number for your order stopped updating, your country's local customs department may decide to hold your items at the border temporarily, sometimes without explanation. We've received reports from recent customers that the customs departments in Canada, Brazil and Argentina may take a particularly long time to resolve these holds.

We ask that you remain patient as your package completes the delivery process. 

SHIPPING

We ship worldwide for FREE via standard shipping service! Although shipping times may vary outside of North America, be sure to know that we can ship to your location. Your items are shipped by our fulfillment center and will usually reach you via your local postal service at your shipping destination.

Like many great American companies, we currently ship from our warehouse in Asia. As a result, we are able to keep our costs low and pass on savings to the customer. This is why sometimes our items take a little longer to arrive at your door.

Due to overwhelming demand for our products, shipping to the United States usually takes 3-12 weeks (most orders arrive within 4 weeks)

For international orders, please allow more time for shipping: 4-16 weeks delivery (to be safe).

Your order begins processing as soon as it is placed, and a tracking number will usually update within a few days of shipping your order.

DELIVERY

Your package that you ordered with us are usually delivered during local business hours (i.e. Monday to Friday, 9am-5pm) by your local postal system.

We work with an automated fulfillment platform. As a result, your order begins processing almost immediately after you submit your order. If you input the wrong shipping delivery, we may be able to make the change before your item is processed as long as you reach out to us immediately regarding changing your shipping address. Unfortunately, we are unable to change the shipping address in any other cases.

Our items often arrive in separate packages, so it is common to receive your remaining item(s) several days (in some rare cases weeks) apart.

Most of our items will be left in your postbox if they are small enough. If the postal service does not have access to your postbox, it will usually be left at your local post office for you to pick up. They will also leave a note to make you aware of the package and pickup location.

NOTES FOR CUSTOM TAXES:

We cannot be held responsible for any import charges made by your country's customs. It is advisable to check the pricing guide at your local customs department if you think you may have to pay additional fees. 

We are NOT responsible for stolen/lost packages, packages sent to the wrong address, or refunding/replacing packages in these cases. The customer is responsible for filing any claims with their local post office.

PAYMENT & CHECKOUT

We proudly accept Visa, Mastercard, American Express and other major credit cards via PayPal. We do not keep credit card information. 

Your card details are secure, payments are processed through PayPal and store provider (Shopify) which is certified Level 1 PCI DSS compliant.

Couture Within Reach™ itself does not have access to your card details and your payment which is processed through PayPal is later remitted to ourselves. Shopping with us is 100% secure. 

The billing addresses is currently non editable to prevent and secure against payments fraud. Please note that all details submitted are final.

RETURNS & EXCHANGES

Thank you for shopping at Couture Within Reach™. Our online shop provides unique fashion product from our independent designers back by high quality material and reliable production.Our members of QA team inspect each product before packaging to ensure the maximum customers satisfaction.

If you are not entirely satisfied with your purchase, it is easy to exchange or refund. Simply follow the instructions, and submit a request for return/exchange in your order page and we will try our best to meet your request.

EXCHANGE

  • We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at help@cwrnyc.com and send your item to the sender.
  • Depending on where you live, the time it may take for your exchanged product to reach you, may vary. If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. 
  • We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at help@cwrnyc.com and send your item to the sender.
  • Depending on where you live, the time it may take for your exchanged product to reach you, may vary. If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance.

REFUND

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at help@cwrnyc.com

Only regular priced items may be refunded. Unfortunately, sale or final sale items cannot be refunded. Send the returned purchase in its original packaging to our return center. When we have proof of the returned shipment, we will issue a refund to your original payment method within a week. 

We are unfortunately unable to provide a refund for shipping costs. The shipping cost is incurred by our logistics partner right when your order is placed, and there is no product price for us to refund.

You can also review our complete return policy below: 

RETURN POLICY

  • Purchase (except swimwear and final sale) can be returned or exchanged within 30 days from the delivered date.
  • To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Otherwise, the buyer is responsible for all incurred fees and no refund will be issued.
  • Buyer is responsible for return shipping expenses. Couture Within Reach does not take responsibility for any items lost during the return shipping. 
  • Items that do not meet these criteria will not be considered for return.
  • You have the right to return any/all full priced merchandise you have purchased directly from our website within 30 days of purchase.

PURCHASE NOT ELIGIBLE FOR RETURN

  • Final sale item(s) is not eligible for return or exchange.
  • Swimwear is not eligible for return or exchange.
  • Swimwear can only be returned/exchanged if it is defective/damaged or wrong item.
  • You must email us a picture showing the problem/defect after submitting the return/exchange request online.

ORDER CANCELLATION

Once your order is placed, we work with an automated fulfillment partner that begins packaging and preparation for shipment almost immediately.

If you have changed your mind about your order, please contact support as soon as possible. Our automated fulfillment system begins processing as soon as you order.

However, we cannot guarantee we will be able to accommodate your requests if you don't email us almos immediately after purchasing. However, if you are unhappy with your non-sale product order, you can return it to us for a full refund (minus shipping costs).

We will NOT accept order cancellation request if the orders have already been shipped.

ORDER ISSUES

Thank you for shopping at Couture Within Reach!

Our items often arrive in separate packages, so it is common to receive your remaining item(s) several days (in some rare cases weeks) apart.

If your order arrived damaged or received the incorrect product, please send us a photo of the damaged/incorrect item(s). If this is indeed the case, we will send you another identical product, free of charge. You can keep the additional product you received as well.

Sometimes our fulfillment team does make mistakes, and we sincerely apologize for this.

CONTACT US

If you have further questions / issues, please don’t hesitate to contact us at help@cwrnyc.com or fill the contact form.