Return Policy and Procedure - please read carefully before submitting your order. By ordering from Chelsea's of New York, you agree to the following terms. Orders are charged to your credit card at the time that you place the order. If you do not agree with these terms, please exit our site. Please print this page and retain for your records.
Your satisfaction is our goal! If you are unhappy with your purchase (excluding final sale/clearance items) and would like to return an item, it is mandatory that you contact us by email
first - for a Return Authorization Number
within 3 days of receiving your item. Please include your Order #, Name, Phone Number, and nature of the problem. A Customer Service Specialist will contact you within 1 business day to offer you a refund or replacement. Any unauthorized returns that are received will not be accepted and discarded. We charge a shipping fee of $6.99 to return an unauthorized return back to the customer, if so requested.
Clearance and Blowout Sale items are always FINAL SALE.
Special HOLIDAY and HALLOWEEN COSTUME Return/Exchange Policy:
All Halloween costumes ordered between October 17, 2013 through October 31, 2013 are FINAL SALE and non-refundable and not exchangable, no exceptions. Please take care in selecting your size, as these items are final sale during this time frame. Costumes will be thoroughly checked for defects before shipment. In the unlikely event that a customer receives a defective costume during this time period, we will exchange it for the exact same item and size only, no exceptions.
Christmas/Holiday themed dresses, costumes and outfits - Orders placed between Monday, December 10th - December 25, 2013 are FINAL SALE, but exchangable for size only, of the same item (no refunds). No Exceptions. Christmas/Holiday Theme orders placed prior to December 10, 2013 are covered under our regular return policy.
Made to order items with a price up to $75 will be charged a re-stocking fee of $35. Made to order items $75.01 to $99.99 will be charged a re-stocking fee of $45. Made to order items $100 and over will be charged a re-stocking fee of $60.
These "made to order" items can be identified with the following letters in the item number: "P", "SS", "HG", "KC", or "BO". No exceptions. This re-stocking fee is for each "made to order" item returned. Return must be unworn, and also adhere to our return guidelines posted on our "Return Policy" page.
In addition, as of April 19, 2009, we will be charging a re-stocking fee of 20% for each item returned for returns of 3 or more items. This fee is in addition to the re-stocking fee for "made to order" item returns. Unfortunately, this new policy is due to customer abuse of our lenient return policy.
Please DO NOT return your item to the return address on the package. In some cases, your item is sent directly from the manufacturer, who does not accept returns, and will discard of the item. You will not receive a refund for items sent back to the manufacturer or anywhere other than our Pennsylvania address.
We will NOT accept a return if it smells of smoke, perfume, or any other odors, regardless if the item has been worn or not.
If all conditions are met, your refund will be processed within one busines day of receiving your returned item. Depending on your bank or credit card company, it may take up to 30 days for your refund to appear on your account after we process your return.
*Free ground shipping is subject to adjustment due to returns, cancellations, and exchanges, meaning that if you return a portion of your order and your order total goes below $75.00, the ground shipping charge of $6.99 will be deducted from your refund on the returned item.
Shipping/Order Processing Policies
Important note: In order for Chelsea's to carry such a large selection of evening gowns and dresses, please understand that most of these items are made at the time of order and may take approximately a week to thirty days to be completed and ready to ship. 2nd Day Air shipping does not speed up the time that is needed to make your dress or gown, it only speeds up the time that it will take to reach you, once it is shipped. Approximate shipping time is noted on each individual item's description page. The majority of our gowns and dresses ship directly from our dressmakers in California. Our shoes and boots ship from either Pennsylvania or California and are usually shipped separately from clothing items.
We ship primarily by UPS Ground or US Postal Priority Mail from either California or Pennsylvania. Special flat rate shipping via UPS Ground Service of $6.99 for items shipped to a single address. UPS will not deliver to P.O. Boxes, please supply a street address. We reserve the right, however, to ship via US Postal Priority Mail, if available, for certain items.
If you refuse delivery of your order, a return shipping fee of $10.00 will be charged to your credit card. By ordering from Chelsea's of New York you agree to this policy. This fee is charged to us by the shipping company to return the order. In addition, refused shipments are not eligible for refund or exchange. This also applies to deliveries that were not picked up by the customer and returned to us.
If you no longer want your order, you must request a return authorization number and follow our return guidelines to receive a refund. It's very simple!
Please make sure that you have a secure area for the shipping carrier to leave your package if you are not at home at the time of delivery, as all items will be delivered without a signature required. Please notify Chelsea's of New York in advance if you wish to have a "signature required" upon delivery. Chelsea's of New York is not responsible or liable for any lost or stolen package once it is delivered by the shipping company (UPS, Fedex, US Postal Service, etc.). If you would like a signature to be required upon delivery, please contact us prior to your purchase and we can arrange that with the shipping company.
There is an additional fee of $3.00 per order for "signature required" service, if you so request it. This fee is charged to you because we are charged that amount by the shipping company for this "optional" service.
Shipments that are non-deliverable due to incorrect and/or incomplete shipping address supplied by you, the customer, will result in an additional shipping charge of $10.00 to attempt re-delivery. We are not responsible or liable for replacement of your order if you give us an incorrect or incomplete shipping address.
Your order of ready-made
items will be processed and leave our store in approximately 4-5 business days after you place your order. Please keep in mind that for 2nd Day Air orders, we must receive your order by 12 Noon EST to ship the following business day. Items that are made at the time of order may take approximately a week to twenty days or more to be completed and ready to ship. Please remember to add this processing time to estimated shipping times. This also includes 2nd Day Air orders. 2nd Day Air option only speeds up the shipping time in transit, not the time needed to make your gown, costume or dress.
We ship Monday-Friday only. We are closed on Saturday and Sunday. If you need your item by a specific date, please contact us before ordering to insure that we will be able to meet your request.
Chelseasofnewyork.com will arrange for shipment of ordered product(s) to the Customer, Free On Board (F.O.B.) shipping point, meaning title to the product(s) and risk of loss passes to the Customer upon delivery to the carrier. Chelseasofnewyork.com will advise Customer of estimated shipping dates if requested, but Chelseasofnewyork.com will, under no circumstances, be responsible for delays in delivery, and associated damages, due to events beyond its reasonable control, including without limitation, acts of God or public enemy, acts of federal, state or local government, fire, floods, civil disobedience, strikes, lockouts, and freight embargoes.
Purchasing Gift Certificates from Chelsea's of New York.com
Gift certificates expire within one year from the date of purchase. No refunds or cancellations on the purchase of gift certificates. Chelsea's of New York gift certificates are good for merchandise from our site only, no refunds will be given for unused, lost, or stolen gift certificates. Items purchased with a Chelsea's of New York gift certificate are exchangable for merchandise only, and must adhere to our stated 14 day return policy, no refunds will be given. Items purchased from our site with a gift certificate are also subject to our stated "re-stocking fee" for returns on custom made and "made to order" items.
By ordering from Chelsea's of New York, you agree to all terms stated on our website.