Subscribe to IndieVogue.comNews FeedSubscribe to IndieVogue.comComments

Browse > Home / About IndieVogue / Customer Service

Customer Service


SHIPPING IN THE U.S.

IndieVogue offers shipping to the 48 contiguous United States, Alaska and Hawaii. Unfortunately, we are unable to ship to PO Boxes.Most customer orders are received within 2-5 business days from the time the order is placed. Delivery time may be affected by your time of purchase, your ship to address or order verification. IndieVogue ships via USPS.

Shortly after placing your order, you will receive an order confirmation from IndieVogue. In order to offer you the best shopping experience possible, we make every effort to ship all orders placed before 2PM PST (5pm EST) on the same business day. In cases where the order is received on a weekend or holiday, we make every effort to ship the order on the following business day. Some brands ship your order directly from their warehouse. They also make every effort to ship these orders the next business day.

International Shipping

Most international customers receive their orders in 3 to 7 business days. Charges for shipments will vary based on international rates. The average shipping price per order is $30 and may vary depending on the size and number of items. The exact shipping charges will be conveyed to you before the order is shipped and your credit card is charged. You have the option to cancel the order prior to its shipment. Once an order is shipped, it cannot be canceled. All items shipped outside the contiguous United States, AK and HI cannot be returned. For your safety, we verify all international orders before they are shipped. Your order may be subject to import duties and taxes, which are levied once your package reaches your country. IndieVogue does not charge you duties nor taxes and cannot determine what your particular charges may be. If you do incur these additional charges, they must be paid to your local customs office in order for your package to clear customs. For more information regarding your country’s custom policies, please contact your local customs office.

RETURNS

If you are not 100% satisfied with your purchase, we will be happy to accept a return for a full refund. Customers are responsible for paying return shipping fees.

Returned products must be in the same condition in which they were received and must include the original box and/or packaging.

  • We do not accept returns on intimate apparel bottoms.
  • All return requests must be submitted within 10 days from when the product was received.
  • If you wish to return an item, please contact Customer Service with the details of your return request. We will then send you a pre-paid return label. Once we verify the condition of the returned item, we will issue a credit within one week, to the same credit card used for the purchase.

Please send all returns to:

IndieVogue Returns
P.O. Box 61113
Palo Alto, CA 94306

International Orders

We do not accept returns for orders placed outside the contiguous United States, Alaska and Hawaii.

ORDER

All orders are processed by IndieVogue and the order is shipped from our warehouse or directly by our designer. For some products such as jewelry, our designers may take a few additional days to create your order. We will notify you about your ship date in such cases.

If you need to cancel your order, please contact customer service with your order details and reason for canceling. We will make every attempt to handle your request.

Taxes that appear on your online order are approximate. The actual taxes charged to your credit card will reflect the applicable state and local sales taxes, and will be calculated when your order is shipped. Orders shipped to California will have all applicable local and state sales taxes added to your order total.

Out of stock products

We obtain a limited quantity of certain products. Should you wish to buy a product that is not in stock or a size that is unavailable, please contact us and we will do our utmost to fulfill your request.

PRIVACY

You can safely enter all your data on our secure server while checking out as we encrypt all that information. IndieVogue uses Industry Standard secure socket layer software or SSL for encrypting credit card information so that it cannot be read as it travels over the Internet. Our Privacy Policy is here. Please remember that IndieVogue Customer Service will never ask you to provide your account information or your credit card information.

CREDIT CARDS

We currently accept Visa, MasterCard and American Express. We do not accept personal checks or the COD process or other cards at this time.

For your security and to reduce Credit Card Fraud, you may get a call from IndieVogue Customer Support verifying that it was indeed you who made the charge. This is for your own protection. If a Customer Service representative calls you, please note that they will not ask for credit card number or user name or password. Please do not provide this information over the phone.

Should an issue occur with your credit card, your bank cannot discuss your specific issue with IndieVogue, due to security issues. You most likely need to contact your bank directly to solve most payment issues.

Here are steps you can take to resolve payment issues:

  • Your bank’s security department may flag any unexpected activity on your account. This includes first time orders and high value purchases, regardless of your credit limit). Your bank may require a verbal authorization.
  • Most banks have daily spending limits and if that amount is exceeded, you may get a block on your card.
  • If you make several charges in a day or cancel some of those charges, your card may be authorized for each charge and your bank my take 7-10 business days to remove that authorization.
  • If you make changes to your order, cancel items, or a multiple-item order ships in more than one shipment, your card may be authorized for each charge and funds may be reserved against your account for each authorization.

Updated 7/9/2009