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 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.

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