Online Customer Service (Monday to Friday 9AM - 5PM EST)
All Other Inquiries
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We currently accept payment from Visa, Mastercard, American Express, JCB, Discover, and Diners Club, as well as Google Pay, Apple Pay and Shopify Pay.
Your credit card will be charged at the time your order is placed. If any adjustment or cancellation takes place against your order, a refund will be issued immediately. You will also immediately receive an e-mail confirming that your order has been received and we've charged your credit card. When your order has been shipped, you will receive a notification e-mail containing your tracking number and a link to where your order can be tracked online.
Once you have placed an order, you can check on its status at any time at Order Tracking.
Changing or Cancelling Your Order
If you need to change or cancel your order, please contact us by email at email@example.com. Once an order is shipped, we are unable to make any changes.
All products are subject to availability. We strive to maintain current inventory levels, but sometimes we do run out of stock. The email confirmation sent once an order is placed does not guarantee your order will be fulfilled. We will notify you if any item(s) can not be fulfilled and will credit the amount to the original form of payment.
Limited time only. Enjoy extra 25% off selected styles with code: MEMORIAL25 through Monday, May 29th at 11:59PM ET. Promotion cannot be combined with other discounts or applied to previous purchases. Please enter your promo code at time of purchase, as we are unable to apply it after the order is placed. All merchandise marked 40% off or more is FINAL SALE and is not eligible for return or exchange.
We are able to offer price adjustments on items purchased up to 7 days prior to the start date of a sale of 40% off or more. The exact style, color, and size must be in stock at the time your request before any price adjustment can be approved. Price adjustments will be issued as a refund to your original form of payment. Please note that we cannot provide price adjustments on items originally purchased on sale.
We have partnered with The Ensemble to provide you with a seamless borrow experience. The Borrow Program lets you rent an item from us for a period of time, with the option to purchase if desired. To learn more about the program, click here.
Sales tax will be applied to all orders shipping to the following states per new Sales Tax Nexus laws: AL, AR, CA, CO, CT, GA, IL, IN, IA, KY, LA, MD, MI, MS, NC, NY, OH, PA, SC, TN, TX, UT, VA, and WI.
Internet Transaction Security
Several steps have been taken to ensure all information received from our online visitors is secure from unauthorized access and use. Secure Socket Layer (SSL) encryption is used for every transaction in order to ensure that your order is secure. SSL encrypts the transmissions from our ecommerce servers as well as your computer. SSL encryption works by forming a matched pair with the transmission from your computer transmission and our server, so that only data to and from these sources can be valid. For your own security and protection, if in the normal course of fraud control we find something suspicious regarding your order, we will call or e-mail you to verify your information.
How it works
- 1. Add items to your shopping bag
- 2.Check out with Shop Pay.
- 3.Choose to pay in 4 installments.
Your first payment is either due at checkout or 2 weeks after your purchase. The next 3 remaining installments are automatically charged to your card saved on Shop Pay every 2 weeks. Don't worry, you'll get an email reminder before each payment to remind you.
What is the option to pay in installments on Shop Pay?
When checking out with Shop Pay, you now have the option to pay now or later. Paying in installments on Shop Pay allows you to split your purchase amount into 4 equal, biweekly installment payments—with 0% interest, no hidden or late fees, and no impact on your credit score.* In some instances, your first payment is due when you make your purchase; otherwise, your first payment is due 2 weeks after your purchase.
*Payment options are offered by Affirm and are subject to eligibility check and might not be available in all states. California residents: Affirm Loan Services, LLC is licensed by the Department of Business Oversight. Loans are made or arranged pursuant to California Financing Law license.
Which payment methods are accepted if I use the option to pay Installments on Shop Pay?
The installments option on Shop Pay is available on debit and credit cards.
Are there late fees?
No, there are no late fees if you miss a scheduled payment.
Does this affect my credit score?
No, there is no impact on your credit score.
What if I make a return on a purchase made through Installments with Shop Pay?
If your refund amount is less than the amount remaining on your Shop Pay Installments balance, then you can expect one or both of the following:
- A smaller payment balance on the final payment
- Less future payments on the remaining loan balance
If your refund amount is more than the amount remaining on your Shop Pay Installments balance, then you can expect to receive the difference as a refund to your original debit card or credit card payment method within 3 to 10 business days.
Have more questions?
- For questions about installment payments on Shop Pay, visit shop.affirm.com/help.
- For questions about Shop Pay or the Shop App, visit shop.app/help/shop-pay.
We currently only offer to ship within the United States.
*Note: We cannot ship to P.O. Boxes or APO/FPO addresses.
Ground - Orders Over $100
3 - 5 Business Days
Ground - Orders Under $100
3 - 5 Business Days
2 Business Days
1 Business Day
Hawaii and Puerto Rico
3 - 5 Business Days
Your order will be shipped only once payment and delivery details have been approved. Orders received Monday - Friday before 1pm EST will be processed the same day. Orders received after 1pm EST on Friday will be processed the following Monday.
All orders over $500 will require a signature upon delivery. Please ensure you are available to accept the package.
Once your order has shipped, you will receive an email with tracking information. We are not responsible for any unanticipated delays. Transit time estimates do not include weekends or holidays. We cannot ship to P.O. Boxes or APO/FPO addresses.
If for any reason you are not happy with your purchase, you have 21 days from the date of your order to request a Return Authorization Number and a shipping label to return the item(s) to us.
All returns or exchanges must be unwashed, unworn, unused and in their original condition with receipt and tags attached. All merchandise marked 40% off or more is FINAL SALE and is not eligible for return or exchange.
All returns are subject to a $10 restocking fee.
To complete your return or exchange, please follow these steps:
- Click Here to start a return or exchange.
- Write your Order Number (Customer P.O. Number on your packing slip) on the outside of the package.
- Include your original packing slip in the package.
- Use the requested FedEx label to ship your return.
We will process your refund within 5 business days of receipt, less original shipping charges and restocking fee. Please allow 7 - 10 business days for the refund to appear in your account, per your financial institution’s policies.
Need a different size, color or style? No problem! We offer free exchanges on full price items. Follow the link above to complete your exchange. You will receive a new order confirmation and your order will ship within our shipping window. Then ship your original order back to us with the provided FedEx label.
We reserve the right to refuse any return that does not comply with the conditions stated above. If your package is not accepted, it will be sent back to you at your expense and a refund will not be granted.
For any questions or concerns regarding returns or exchanges, please email us at firstname.lastname@example.org.
SECTION 1 - WHAT DO WE DO WITH YOUR INFORMATION?
When you purchase something from our store, as part of the buying and selling process, we collect the personal information you give us such as your name, address and email address.
When you browse our store, we also automatically receive your computer’s internet protocol (IP) address in order to provide us with information that helps us learn about your browser and operating system.
Email marketing (if applicable): With your permission, we may send you emails about our store, new products and other updates.
SECTION 2 - CONSENT
How do you get my consent?
When you provide us with personal information to complete a transaction, verify your credit card, place an order, arrange for a delivery or return a purchase, we imply that you consent to our collecting it and using it for that specific reason only.
If we ask for your personal information for a secondary reason, like marketing, we will either ask you directly for your expressed consent, or provide you with an opportunity to say no.
How do I withdraw my consent?
If after you opt-in, you change your mind, you may withdraw your consent for us to contact you, for the continued collection, use or disclosure of your information, at any time, by contacting us at email@example.com or mailing us at:
Privacy Compliance Officer
c/o Derek Lam
151 W. 26th St
New York, NY 10001
SECTION 3 - DISCLOSURE
We may disclose your personal information if we are required by law to do so or if you violate our Terms of Service.
SECTION 4 - SHOPIFY
Our store is hosted on Shopify Inc. They provide us with the online e-commerce platform that allows us to sell our products and services to you.
Your data is stored through Shopify’s data storage, databases and the general Shopify application. They store your data on a secure server behind a firewall.
If you choose a direct payment gateway to complete your purchase, then Shopify stores your credit card data. It is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS). Your purchase transaction data is stored only as long as is necessary to complete your purchase transaction. After that is complete, your purchase transaction information is deleted.
All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express and Discover.
PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.
For more insight, you may also want to read Shopify’s Terms of Service here or Privacy Statement here.
SECTION 5 - THIRD-PARTY SERVICES
In general, the third-party providers used by us will only collect, use and disclose your information to the extent necessary to allow them to perform the services they provide to us.
However, certain third-party service providers, such as payment gateways and other payment transaction processors, have their own privacy policies in respect to the information we are required to provide to them for your purchase-related transactions.
For these providers, we recommend that you read their privacy policies so you can understand the manner in which your personal information will be handled by these providers.
In particular, remember that certain providers may be located in or have facilities that are located a different jurisdiction than either you or us. So if you elect to proceed with a transaction that involves the services of a third-party service provider, then your information may become subject to the laws of the jurisdiction(s) in which that service provider or its facilities are located.
As an example, if you are located in Canada and your transaction is processed by a payment gateway located in the United States, then your personal information used in completing that transaction may be subject to disclosure under United States legislation, including the Patriot Act.
When you click on links on our store, they may direct you away from our site. We are not responsible for the privacy practices of other sites and encourage you to read their privacy statements.
SECTION 6 - SECURITY
To protect your personal information, we take reasonable precautions and follow industry best practices to make sure it is not inappropriately lost, misused, accessed, disclosed, altered or destroyed.
If you provide us with your credit card information, the information is encrypted using secure socket layer technology (SSL) and stored with a AES-256 encryption. Although no method of transmission over the Internet or electronic storage is 100% secure, we follow all PCI-DSS requirements and implement additional generally accepted industry standards.
SECTION 7 - COOKIES
Here is a list of cookies that we use. We’ve listed them here so you that you can choose if you want to opt-out of cookies or not.
_session_id, unique token, sessional, Allows Shopify to store information about your session (referrer, landing page, etc).
_shopify_visit, no data held, Persistent for 30 minutes from the last visit, Used by our website provider’s internal stats tracker to record the number of visits
_shopify_uniq, no data held, expires midnight (relative to the visitor) of the next day, Counts the number of visits to a store by a single customer.cart, unique token, persistent for 2 weeks, Stores information about the contents of your cart.
_secure_session_id, unique token, sessional
storefront_digest, unique token, indefinite If the shop has a password, this is used to determine if the current visitor has access.
SECTION 8 - GDRP
If you are a European resident, you have the right to access personal information we hold about you and to ask that your personal information be corrected, updated, or deleted. If you would like to exercise this right, please contact us through the contact information below.
Additionally, if you are a European resident we note that we are processing your information in order to fulfill contracts we might have with you (for example if you make an order through the Site), or otherwise to pursue our legitimate business interests listed above. Additionally, please note that your information will be transferred outside of Europe, including to Canada and the United States.
SECTION 9 - AGE OF CONSENT
By using this site, you represent that you are at least the age of majority in your state or province of residence, or that you are the age of majority in your state or province of residence and you have given us your consent to allow any of your minor dependents to use this site.
If our store is acquired or merged with another company, your information may be transferred to the new owners so that we may continue to sell products to you.
SECTION 11 - MOBILE MESSAGE SERVICE TERMS AND CONDITIONS
The Derek Lam 10 Crosby mobile message service (the "Service") is operated by Derek Lam 10 Crosby (“Derek Lam 10 Crosby” , “we”, or “us”). Your use of the Service constitutes your agreement to these terms and conditions (“Mobile Terms”). We may modify or cancel the Service or any of its features without notice. To the extent permitted by applicable law, we may also modify these Mobile Terms at any time and your continued use of the Service following the effective date of any such changes shall constitute your acceptance of such changes.
By consenting to Derek Lam 10 Crosby’s SMS/text messaging service, you agree to receive recurring SMS/text messages with service-related and promotional messages, including updates, alerts, and information (e.g., order updates, account alerts, etc.) and promotions, specials, and other marketing offers (e.g., cart reminders) from and on behalf of Derek Lam 10 Crosby via text messages through your wireless provider to the mobile number you provided, even if your mobile number is registered on any state or federal Do Not Call list. Text messages may be sent using an automatic telephone dialing system or other technology.
You understand that you do not have to sign up for this program in order to make any purchases, and your consent is not a condition of any purchase with Derek Lam 10 Crosby. Your participation in this program is completely voluntary.
We do not charge for the Service, but you are responsible for all charges and fees associated with text messaging imposed by your wireless provider. Message frequency varies. Standard message and data rates may apply from your wireless provider. Check your mobile plan and contact your wireless provider for details. You are solely responsible for all charges related to SMS/text messages, including charges from your wireless provider.
You may opt-out of the Service at any time. Text the single keyword command STOP to (855) 513-1649. Click the unsubscribe link in any text message to cancel. You'll receive a one-time opt-out confirmation text message. No further messages will be sent to your mobile device, unless initiated by you. If you have subscribed to other Derek Lam 10 Crosby mobile message programs and wish to cancel, except where applicable law requires otherwise, you will need to opt out separately from those programs by following the instructions provided in their respective mobile terms. For Service support or assistance, text HELP to (855) 513-1649 or email firstname.lastname@example.org.
We may change any short code or telephone number we use to operate the Service at any time and will notify you of these changes. You acknowledge that any messages, including any STOP or HELP requests, you send to a short code or telephone number we have changed may not be received and we will not be responsible for honoring requests made in such messages.
The wireless carriers supported by the Service are not liable for delayed or undelivered messages. You agree to provide us with a valid mobile number. If you get a new mobile number, you will need to sign up for the program with your new number. To the extent permitted by applicable law, you agree that we will not be liable for failed, delayed, or misdirected delivery of any information sent through the Service, any errors in such information, and/or any action you may or may not take in reliance on the information or Service.
We respect your right to privacy. To see how we collect and use your personal information, please see above.
QUESTIONS AND CONTACT INFORMATION
If you would like to: access, correct, amend or delete any personal information we have about you, register a complaint, or simply want more information contact our Privacy Compliance Officer at email@example.com or by mail at:
Privacy Compliance Officer
c/o Derek Lam
151 W. 26th St
New York, NY 10001