Customer Service

Registering

Why do I need to register?

Registering with dereklam.com allows you to quickly and easily make future purchases. You may access your account by using your email address and a password that you have created. Only you will have access to this information. If you are signed up on our email list, this does not mean you are registered.

How do I register?

Click on "My Account" and you will be provided with a direct link that will walk you through the process. If you have never purchased from us before, please register with us to place an order. If you already have items in your cart and are ready to complete your order, simply click on "Checkout", and this will automatically direct you to our register page.

What if I forget my password?

If you ever forget your password again, there is always a link on the "My Account" page. Provide your email address and dereklam.com will email you a new password via a secure, encrypted connection. You may change your password by visiting "My Account" once you have logged-in successfully. Passwords are case sensitive.

How do I make changes to my account profile?

Log into your account, and click on "Account Information" located at the top of your account page. Make the necessary changes to your account, (i.e. email address, password, billing address, etc.) Scroll to the bottom of the page, and click on "Submit." The changes you have made will now be saved to your profile.

Shopping online

How do I know if items are available?

Although we make every effort to keep sufficient stock of items listed on our site, occasionally we do sell out of certain products. If we are out of stock on an item that you've ordered, we will notify you via e-mail. Any changes will be reflected in your order total as well as your shipping confirmation.

Do you have sizing information?

Please consult sizing charts to help determine your size when ordering from dereklam.com. If you are between sizes or need assistance selecting the proper size, please contact customerservice@dereklam.com.

What credit cards does dereklam.com accept?

dereklam.com accepts the following credit cards: Visa, Master Card, and American Express.

How can I track my order?

You will receive an order confirmation once your order has been successfully transmitted. In addition, a shipping confirmation e-mail will be sent once your order has been shipped. This confirmation will include the tracking number for your package. You may check the status of your order at anytime by visiting "My Account" on the menu bar at the top of any page. Once you login to your account using your email address and password, click on "Order History" to view past orders and current orders that you have placed. From here you can determine when your order actually leaves dereklam.com.

How can I modify my order?

Please contact Customer Service by email at customerservice@dereklam.com to find out if it is possible to modify or cancel an existing order. Please be advised that once an order has been finalized we are unable to make any modifications to the order including cancellations.

Does dereklam.com take telephone orders?

In order to place an order via telephone, please contact our SoHo store at 212 966 1616. A personal shopper at the store will be happy to process your order via telephone.

Returns, Cancellations and Exchanges

What are your return policies?

• All return requests must be made within 14 days of receiving the item in order for a return request to be processed. Once a return request is received a Return Authorization Number is then issued. Please contact customerservice@dereklam.com to obtain a Return Authorization Number.
• All returns are to be registered with our Returns Department at customerservice@dereklam.com. PLEASE NOTE: Returns cannot be accepted without a Return Authorization Number.
• A Return Authorization Number is issued solely as a preliminary return management measure. PLEASE NOTE: A Return Authorization Number does NOT guarantee that a return will be accepted if the merchandise is found to be damaged or otherwise not in the original condition.
• All items MUST be returned new, unworn, in their original condition and with all garment tags attached.
• Shoes must be returned new, unworn and in their original, undamaged shoebox as this is considered part of the product.
• Accessories must be returned new, unused, in their original condition and with all tags attached.
• To ensure that your return is adequately protected in transit, we recommend you send your items to us in the original packaging provided.
• Customers are responsible for paying the cost of return shipping

Can I exchange an item?

All exchange requests must be made within 14 days of receiving the item in order for an exchange request to be processed. Due to the select nature of our merchandise, dereklam.com regrets that we cannot guarantee availability of merchandise for exchanges. Please contact customerservice@dereklam.com for exchange assistance.

Are some items nonrefundable?

All sale merchandise is considered FINAL SALE. Items designated as FINAL SALE are not returnable. This includes ALL items purchased with a discount/coupon code.

PLEASE NOTE THAT MERCHANDISE PURCHASED AT DEREKLAM.COM CANNOT BE RETURNED OR EXCHANGED AT A DEREK LAM STORE. ITEMS PURCHASED AT THE DEREK LAM STORE MUST BE RETURNED IN-STORE, IN ACCORDANCE WITH THEIR RETURN POLICY. WE APOLOGIZE FOR ANY INCONVENIENCE.

How do I receive a refund?

All correctly returned products will be credited as a refund to the original purchaser's credit card excluding all applicable shipping costs. Once your package has been received at dereklam.com, your refund will be processed in the original form of payment within 5 business days.

You will be notified via email to the address listed on your account when this transaction has taken place. Please note that your banking institution may require additional days to process and post this transaction to your account once they have received the refund request from customerservice@dereklam.com.

Where do I send a return?

To make a return, please follow these three easy steps:

• 1. Email customerservice@dereklam.com to request a Return Authorization Number within 14 days of receiving your order. Please allow our Returns Department 24 business hours to process your request.
• 2. Once you receive your Return Authorization Number you can then mail or ship your package to 10 Crosby Street 2nd Floor NY, NY 10013 (Attn: E-Commerce Dep't). PLEASE NOTE: Items must be mailed within 48 hours of receiving your Return Authorization Number.
• 3. You will receive email notification once your return has been received and processed.

Shipping

Does dereklam.com ship internationally?

At this time, dereklam.com does not ship outside of the United States.

What are your shipping rates?

Ground (3-5 business days) = $19.00

2-day = $29.00

Priority Overnight = $49.00

Do you have same-day delivery?

Merchandise ordered before 1pm EST, Monday-Friday, is eligible for same-day delivery within Manhattan, Brooklyn, and Queens New York

How long before I receive my merchandise?

The length of time required to receive merchandise depends upon the shipping method selected.

How do I get in touch with you?

If you do not understand the above policy or have any other questions please feel free to contact Customer Service by phone 1 888 777 2050 or email at customerservice@dereklam.com.

Legal & Privacy

Privacy Policy

Derek Lam International LLC ("Derek Lam") respects the privacy rights of our online visitors and customers and recognizes the importance of protecting the information collected about them. This Privacy Policy describes the types of information we collect from you when you visit or order products or services from this Web site, www.dereklam.com, and explains what we do with that information. By accessing, browsing or using this site, you are accepting and consenting to be bound by this Privacy Policy.

Information Collection & Use

When you subscribe to our mailing list for either email subscription or postal promotions we collect information from you. The purpose of the subscription is to gather details so that we can provide you with up to date and suitable information on our products and services that you have requested from us. If you place an order to make a purchase from us, we request certain personal and financial information from you including, but not limited to, your name, email address, phone number, shipping address, and credit or debit card details (number, expiration date, etc.). We use this information to process, fraud check, bill and fill your orders. If we have trouble processing an order, we will use this information to contact you. Derek Lam is the sole owner of the information collected on www.dereklam.com.

We use an outside shipping company to fulfill orders and credit card processing companies to verify your information and bill you for goods and services. These companies do not retain, share, store or use personally identifiable information for any other purposes.

We will also share your personally identifiable information with third parties who assist in aggregating data relating to the purchase of goods from our site, the redemption of special site offers and promotions, and other similar transactions in order to analyze trends and improve our marketing efforts. Although the information shared with these third parties necessarily contains personally identifiable information, such personally identifiable information is not present in the reports they generate.

Special Offers and Updates

If you choose to order a product or service from us through our site, unless you choose to unsubscribe (see, "Choice and Opting Out" below), we will occasionally send you information on products, services, special offers and/or promotions.

Joint Promotions

From time to time, we may engage with third party business partners to collect personal information on Derek Lam's behalf in the form of joint promotion ventures. In such cases, these third parties will be subject to confidentiality agreements and instructed by Derek Lam to comply fully with our Privacy Policy.

Choice and Opting Out

We operate an opt-in policy in terms of communicating via email, post, and telephone. By subscribing to our mailing list, you are opting to receive communications by email. However, every time we contact you after this, you will have an opportunity to unsubscribe from our mailing list. We will not sell your personal details to any database companies. Should you choose to have your name and personal data removed from our database, you can do so by clicking the unsubscribe link on the email or by sending an email to customerservice@dereklam.com or by writing to us at: Derek Lam, 10 Crosby Street, New York, NY 10013

Log Files

As is true of most Web sites, we gather certain information automatically and store it in log files. This information includes internet protocol (IP) addresses, browser type, internet service provider (ISP), referring/exit pages, operating system, date/time stamp, and clickstream data. We use this information, which does not identify individual users, to analyze trends, to administer our site, to track users' movements around our site and to gather demographic information about our user base as a whole. We do not link this automatically-collected data to personally identifiable information. We may use a third-party tracking service, JavaScript, pixels, or transparent GIF files. Any information we track in this manner is anonymous, limited to usage and volume statistics, and is used to provide insight into the effectiveness of our online marketing initiatives and strategies.

Cookies

A cookie is a piece of information that is stored on your computer's hard drive by your web browser, which tracks your movements within Web sites. Most browsers are automatically set to accept cookies but you are able to alter the settings of your browser to prevent automatic acceptance, should you wish. Our site uses cookies to keep track of how often you visit our site, the contents of your shopping cart, previous purchases and to deliver content specific to your interests, to assist us in updating our service for our customers benefit. The use of cookies is an industry standard. If you reject cookies, you may still use our site, but your ability to use some areas of our site, such as surveys and online shopping, will be limited. While we make every effort to ensure that any personal information we collect from you is kept secure and processed lawfully, the Internet is not a totally secure medium.

Aggregate Information (Non-Personally Identifiable)

We share aggregated demographic information about our user base with our agents, including agencies or third-party vendors used to aggregate demographic information, provide marketing analysis and consult on advertising strategies. This information does not identify individual users. We do not link aggregate user data with personally identifiable information.

Legal Disclaimer

We reserve the right to disclose your personally identifiable information as required by law and when we believe that disclosure is necessary to protect our rights and/or to comply with a judicial proceeding, court order, or legal process served on us.

Links to Other Sites

Our site may contain links to other Web sites. Please note that this Privacy Policy applies to this Web site only. It does not apply to Web sites maintained by other companies or organizations to which we link or engage in joint promotions. We are not responsible for any personal information you submit to third parties via our site nor are we responsible for the privacy practices of other companies or organizations. We encourage you to be aware when you leave our site and to read the privacy policies of each and every Web site that collects personally identifiable information.

Security

The security of your personal information is important to us. When you enter sensitive information (such as a credit card number) on our registration or order forms, we encrypt that information using secure socket layer technology (SSL). We follow generally accepted industry standards to protect the personal information submitted to us, both during transmission and once we receive it. No method of transmission over the Internet, or method of electronic storage, is 100% secure, however. Therefore, while we strive to use commercially acceptable means to protect your personal information, we cannot guarantee its absolute security. If you have any questions about security on our Web site, you can email us at customerservice@dereklam.com

Changes in this Privacy Policy

If we decide to change our privacy policy, we will post those changes to this Privacy Policy, which is linked from the homepage, and other places we deem appropriate so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we disclose it. We reserve the right to modify this Privacy Policy at any time, so please review it frequently.

Contact Us

If you have any questions or suggestions regarding our Privacy Policy, please contact us at our corporate office:

Derek Lam
10 Crosby Street
New York, NY 10013
1 888 777 2050
customerservice@dereklam.com

Terms and Conditions of Use

Welcome to www.dereklam.com (this "Site"). Derek Lam International LLC ("Derek Lam") provides this Site and related services subject to the following terms and conditions of use (the "Site Terms"). By accessing, browsing or using this Site you agree to follow and be bound by these Site Terms and all applicable law.

Privacy

We have adopted a Privacy Policy that you should refer to in order to fully understand how we collect and use your information. The Privacy Policy is part of these Site Terms.

License, Site Access and Use

We grant you a limited license to make personal use of this Site. All content on this site (including, without limitation, text, design, graphics, logos, icons, images, audio clips, downloads, interfaces, code and software, as well as the selection and arrangement thereof), is the exclusive property of and owned by Derek Lam or its content providers and is protected by copyright, trademark and other applicable laws. You may access, copy, download and print the material contained on the site for your personal and non-commercial use, provided you do not modify or delete any copyright, trademark or other proprietary notice that appears on the material you access, copy, download or print. The grant to you of a limited license to use this Site does not include any right to : (a) resell or commercial use of this Site or any of the contents of this Site; (b) modify, adapt, translate, reverse engineer, decompile, disassemble or convert into human readable form any of the contents of this Site not intended to be so read, including use of or directly viewing the underlying HTML or other code from this Site except as interpreted and displayed in a web browser; (c) copy, imitate, mirror, reproduce, distribute, publish, download, display, perform, post or transmit any of the contents of this Site (including any Derek Lam trademarks) in any form or by any means, including, but not limited to, electronic, mechanical, photocopying, recording or otherwise; (d) collect and/or use any product listings or descriptions; (e) make derivative use of this Site and any of the contents of this Site; or (f) use any data mining, bots, spiders, automated tools or similar data gathering and extraction methods, directly or indirectly, on the contents of this Site or to collect any information from this Site or any other user of this Site.

You may not use contact information provided on the site for unauthorized purposes, including marketing. You may not use any hardware or software intended to damage or interfere with the proper working of the site or to surreptitiously intercept any system, data or personal information from this Site. You agree not to interrupt or attempt to interrupt the operation of the site in any way.

Site Content

We are not responsible if information made available on this Site is not accurate, complete or current. The material on this Site is provided for general information only and should not be relied upon or used as the sole basis for making decisions without consulting primary, more accurate, complete or timely sources of information. Any reliance on the material on this Site is at your own risk. We reserve the right to modify the contents of this Site at any time, but we have no obligation to update any information on this Site. You agree that it is your responsibility to monitor changes to this Site.

Electronic Communications

When you visit this Site, or send us emails, you are communicating with us electronically. You consent to receive communications from us electronically. We will communicate with you by email or by posting notices on this Site. You agree that all agreements, notices, disclosures, and other communications that we provide to you electronically satisfy any legal requirement that such agreements, notices, disclosures or communications be in writing.

Your Account

If your use of this Site requires setting up an account and/or password(s), you are solely responsible for maintaining the confidentiality of your account and password(s) and for restricting access to your computer, and you agree to accept responsibility for all activities that occur under your account or password. We reserve the right to refuse service, terminate accounts, remove or edit content, or cancel orders in our sole discretion. If you register on this Site, you agree that any information you provide to us will be current, accurate and complete. Derek Lam will not be liable for any loss that you may incur as a result of someone else using your password or account, either with or without your knowledge. However, you could be held liable for losses incurred by Derek Lam or another party due to someone else using your account and/or password either with or without your knowledge. You agree to notify Derek Lam immediately of any unauthorized use of your account and/or password(s), or other breach of security.

Orders and Price

The information on this Site does not constitute a binding offer to sell products described on this Site. We reserve the right at any time after receipt of your order to accept or decline your order, or any portion thereof, in our sole discretion, even after your receipt of an order confirmation or after your credit card has been charged. We will not accept any order from outside the United States. You may not purchase any item from this Site for resale by you or any other person, and you may not resell any item purchased from this Site. The prices displayed on the site are quoted in U.S. dollars and are intended to be valid and effective only in the United States. In the event a product is listed at an incorrect price, we have the right to refuse or cancel orders placed for the product listed at the incorrect price, regardless of whether the order has been confirmed or your credit card charged. If your credit card has already been charged for the purchase and your order is canceled, we will issue a credit to your credit card account.

Copyright

Images of people, places and/or products posted on this Site are either the property of Derek Lam, or are used with express permission to Derek Lam. Unless otherwise noted, all content included on this Site, including images, illustrations, designs, icons, photographs, video clips and written and other materials is the property of Derek Lam or its content suppliers and is protected by United States and international copyright laws. The compilation of this Site is the exclusive property of Derek Lam and is protected by United States and international copyright laws. Any unauthorized use of any content or materials on this Site is strictly prohibited and may violate copyright and trademark laws, and/or the laws of privacy, publicity, and/or communications regulations and statutes. Any use of the materials or content on this Site can only be made with the prior written and express authorization of Derek Lam. For further information on how you may obtain authorization to use any materials or content on this Site, please contact Derek Lam at Contact provided on this Site.

Trademarks

All trademarks, trade dress and service marks and their respective designs and/or logos on this Site are trademarks or registered trademarks of Derek Lam or its affiliates. Derek Lam and its affiliates' trademarks and/or trade dress may not be copied, imitated or used, in whole or in part, without the prior written permission of Derek Lam. In addition, all page headers, custom graphics, button icons, and scripts are trademarks and/or trade dress of Derek Lam, and may not be copied, imitated, or used, in whole or in part, without the prior written permission of Derek Lam. All other trademarks, registered trademarks, product names and company names or logos used on this Site are the property of their respective owners. You may not use any trademarks, trade dress, service marks or intellectual property of Derek Lam or its affiliates, nor may you place any meta tags or any other "hidden text" utilizing Derek Lam's or its affiliates' names, trademarks, or product names without our express written consent.

Material You Submit

You are responsible for any material you may submit via this Site, including the legality, reliability, appropriateness, originality and copyright of any such material. You may not upload to, distribute or otherwise publish through this Site any content that (i) is false, fraudulent, libelous, defamatory, obscene, threatening, invasive of privacy or publicity rights, infringing on intellectual property rights, abusive, illegal or otherwise objectionable; (ii) may constitute or encourage a criminal offense, violate the rights of any party or otherwise give rise to liability or violate any law; or (iii) may contain software viruses, political campaigning, chain letters, mass mailings, or any form of spam. You may not use a false email address or other identifying information, impersonate any person or entity or otherwise mislead as to the origin of any content. You may not upload commercial content onto the site. If you do submit material, and unless we indicate otherwise, you grant Derek Lam and its affiliates a nonexclusive, royalty-free, perpetual, irrevocable and fully sublicensable right to use, reproduce, modify, adapt, publish, translate, create derivative works from, distribute and display such material throughout the world in any media. And you grant Derek Lam and its affiliates the right to use the name you submit in connection with such material, if they so choose. All personal information provided via this Site will be handled in accordance with the Site's Privacy Policy. You represent and warrant that you own or otherwise control all the rights to the content you post; that the content is accurate; that use of the content you supply does not violate any provision herein and will not cause injury to any person or entity; and that you will indemnify Derek Lam for all claims resulting from content you supply.

Links to Other Sites

This Site may contain links to other Web sites. These links are provided as a convenience to you and as an additional avenue of access to the information contained therein. We have not necessarily reviewed all the information on those other sites and are not responsible for the content of those or any other sites or any products or services that may be offered through those or any other sites. Inclusion of links to other sites should not be viewed as an endorsement of the content of linked sites. Different terms and conditions may apply to your use of any linked sites and Derek Lam is not responsible for any losses, damages or other liabilities incurred as a result of your use of any linked sites.

Disclaimer of Warranties and Limitation of Liability

This Site including its content is provided by Derek Lam on an as-is basis without warranties of any kind (expressed or implied), and all warranties are disclaimed. Derek Lam makes no representations or warranties that this Site or its content is free of errors, makes no warranties that this Site or its server(s) are free of harmful components or viruses even if Derek Lam has been advised of possible damages arising, and is not responsible for errors or omissions relating to pricing, text, or any other content on this Site. Use of this Site is at your own risk.

Termination

Notwithstanding any of these Site Terms, we reserve the right, without notice or attendant liability, and in our sole discretion, to terminate your license to use this Site and to block or prevent your future access to and use of this Site for any reason or no reason. If we do terminate, you will continue to be personally liable for any orders that you place or charges or other liabilities that you incurred prior to termination. Termination will not waive or affect any other right or relief to which we may be entitled, at law or in equity and, if we do terminate your license to use this Site, these Site Terms will continue to apply.

Applicable Law

By accessing, browsing or using this Site, you agree that the laws of the State of New York, without regard to principles of conflict of laws, will govern these Site Terms and any dispute of any sort that might arise between you and Derek Lam or its affiliates. Regardless of where you access this Site, you agree that any action at law or in equity arising out of or relating to these Site Terms or any product or service offered or displayed on this Site shall be filed and adjudicated only in the federal or state courts located in the City of New York, and you hereby irrevocably and unconditionally consent and submit to the exclusive jurisdiction and venue of such courts over any suit, action or proceeding between you and Derek Lam or any of its affiliates.

Entire Agreement

These Site Terms, our Privacy Policy and all other policies or operating rules posted on this Site constitute the entire agreement between the user and Derek Lam with respect to this Site and supersede all prior or contemporaneous communications and proposals, whether electronic, oral or written with respect to this Site. A printed version of these Site Terms and of any notice given in electronic form shall be admissible in judicial or administrative proceedings based upon or relating to these Site Terms to the same extent and subject to the same conditions as other business documents and records originally generated and maintained in printed form. Any rights not expressly granted herein are reserved.

Site Policies, Modification and Severability

We reserve the right to make changes to this Site, our Privacy Policy, these Site Terms and any other policies or operating rules posted on this Site at any time. If any term, condition, policy or rule is found to be invalid, void, or for any reason unenforceable, it shall be deemed severable and shall not affect the validity and enforceability of any remaining term, condition, policy or rule.

Contact Us

If you have any questions or suggestions regarding our Site Terms, please contact us at our corporate office:

Derek Lam
10 Crosby Street
New York, NY 10013
1 888 777 2050
customerservice@dereklam.com

Derek Lam Customer Service

For All Customer Inquiries

By Phone:
1 888 777 2050
Monday-Friday 10:00AM-6:00PM EST

By Email
customerservice@dereklam.com