All support inquiries should be sent to orders@friendsnyc.com with your order number. We will get back to you as soon as we can! Please note this email is monitored Monday-Friday (not on weekends).
Orders
I need to make sure I get this order by a certain date - can you guarantee this?
If you have time sensitive goods to get, please pick the most appropriate expedited shipping choice at checkout for your needs ;) If you are in the city, consider in store pick up!
Oops, I entered the wrong shipping address at checkout. Can I fix this?
Probably, but no guarantees! While we will do our best, we cannot guarantee being able to update in time. You are responsible for entering the correct address info and we are not responsible for shipping costs for orders with incorrect address info. If a package gets return to sender to us or your order will refunded sans shipping costs.
Oh no, my order got delivered to the wrong place! What do I do?
Reach out to us and we'll figure out what went wrong. Please know we are not responsible for replacing orders with incorrect address information for misdeliveries or lost return to senders.
Can I do in-store pick up if I order online?
Yes! You must be local for the option to show up though. If you don't see something on our site that you saw on our socials just drop us a line and we can help you out!
I ordered and my order has not shipped...why?
Our automated order updates are the best & most up to date with what is up with your order, so peek in that inbox! Please allow 3-5 business days (M-F) for order processing - meaning that is how many days it may take to get it out the door.
Local? if you selected in store pick up as your "delivery" option, you would have received a confirmation that your order is ready to be picked up.
If you cannot figure out what is up from the automated emails please reach out to us pls!
Do you ship internationally + how does custom fees work?
Yes, Friends is global! We ship worldwide - anywhere the USPS + DHL can deliver! Best way to estimate charges and services available is to go through to checkout.
Please note our shipping charges DO NOT encompass any custom or brokerage fees upon arrival to your country and we are not responsible for those. We do not and cannot mark orders as gifts. Please be aware of this before purchasing as an international customer. We unfortunately cannot control these costs as they are depending on your countries rules + if a brokerage is involved for your delivery. We do not refund or compensate for custom or brokerage fees whether you keep an order or not.
Returns & Exchanges
What is your online return policy?
You can return or exchange online orders within 30 days from the receipt of purchase:
- In unused and resellable condition
- In the original packaging with all the tags intact
- Wrong item sent, unused items (with pictures)
- Damaged in transit items (with pictures)
The following items cannot be returned:
- Gift cards
- Sale items
- Vintage
- Undergarments
- Any items noted as non-refundable during promos
- If you received a assorted style + didn't specify a preference at check out
Our full return policy & online refund center can be found by clicking here.
The item I received is damaged!
Oh no!! If your order is damaged, reach out to us within 7 days of the delivered date. Please have pics ready of item and packing it was delivered in so we know how to avoid damage in the future, ty! We are not responsible for damages made by you after regular use.
I'm trying to return an item I bought online and it won't let me!! I don't know why help.
Absolutely! Email us at orders@friendsnyc.com or chat with us using the little icon on this page and we will figure it out with you!
IN STORE PICK UP POLICY
- Please allow a minimum of 2 hours on Sun-Thursday for processing and 4 on Friday and Saturday.
- An order is ready for pick up when you receive the shipping confirmation (not the order confirmation).
- Please come with your ID and have your order number ready to reference for pick up at our register.
- Please pick up your order within 2 weeks. If you think it will be past that time frame please reach out to us.
- If you mistakenly select In store pick up and you meant to have your order shipped, we will need invoice you for a shipping charge unless you are over our free ship threshold of $99.
- We are not responsible for in store pick ups that have been left at the store for longer than 30 days from purchase.