FAQ

  • What is the best way to contact customer service?

Please email our customer service email: support@pink-chateau.com please allow 1-2 business days to receive a response. For faster service you can contact our boutique (559)403-9270 we are open Monday - Thursday 11:00 am - 6:30 pm Friday & Saturday 10:30 am - 7:30 pm Sunday 10:30 am - 4:30 pm PST.

  • How long does shipping take?

We have 2 shipping options:

Priority 3-4 business days

First class 5-7 business days

(Does not include weekends and holidays)

Please be aware processing times can take 1-2 business days

  • Why did I receive an email requesting verification?

To avoid fraudulent transactions our system automatically sends emails requesting verification when an order is placed using someone else’s card, or when the billing & shipping are different. Orders won’t be shipped out until we receive this information.

  • I forgot to apply a discount at checkout can i apply it after?

Unfortunately, our system does not allow any changes to be made or codes to be applied once the order is processed. We apologize for the inconvenience, however you are able to use the code on another purchase.

  • What should I do if I received a defective item, wrong color or size item?

E-mail us to support@pink-chateau.com include your order number and a photo of the defect or incorrect item within 5 days of the delivery date. We will not accept any defect complaints or wrong item claims once the 5 days have passed. If we approve your complaint we will send you a return label so you can send back the item(s) and we I’ll send you a replacement if available or store credit. 

  • Can I cancel my order and receive a refund?

Our cancellations are for store credit only. Please contact us as soon as possible so we can cancel your order before it is shipped or processed.

  • What is Route protection?

Route is a third-party shipping insurance you can add for as low as $.99 Route ensures protection of customers shipment in case of lost, stolen, or damaged. You can add it before continuing to checkout. If you purchase for Route's Shipping Insurance, you will receive an email with instructions of how to file a claim if necessary. You can also proceed to file a claim here.

  • My order says it’s been delivered but I haven’t received it?

If your order shows delivered and you haven’t received it please contact usps

+1-800-275-8777 you can also file a claim on their site:

https://www.usps.com/help/claims.hymn

If you purchased Route protection you can file your claim here: https://claims.route.com

  • How much does shipping cost?

Shipping costs are based on location and total weight of order you can review the cost before checking out.

  • Do you ship worldwide?

Yes we do! Please be aware that shipping to other countries may take up to 30+ due to customs.

  • Why hasn’t my order been shipped?

Please make sure to check your email or spam folder for any updates or emails from us. If your order is delayed there’s a chance we have tried to reach you for extra verification or an issue with your order. If you haven’t received an email from us within 3 days of the order being placed, please contact us.

  • How often do you restock? 

We try to restock our popular items as soon as they become available. Our vendors tend to sell out of popular styles and we have to wait until they restock. In some cases our vendors don’t recut items and we’re unable to restock.

  • Why did I receive a refund?

Unfortunately sometimes our website delays in updating stock although we do our part the system doesn't update in time we are currently working on finding a solution if an item is out of stock you will receive an automated refund confirmation and an email explaining shortly after notifying you which item was out of stock.

Please note we also cancel orders with different shipping & billing addresses if the card holders info was not entered in the comment section at checkout. we will try to reach out via email but if there is no response we will have to cancel the order. We apologize for any inconvenience this may cause. 

  • Can i use Afterpay in store?

Unfortunately, we only offer Afterpay online you can however select "store pick up" and pick up in store.

  • When will my order be ready for pick up?

orders are typically ready within 24 hours but can take up to 2 days depending on how many orders are ahead of yours. please check your email for a confirmation that your order is ready for pick up.

  • I Accidentally chose “Store Pick Up” on Accident what can i do?

Please keep in mind if you choose (store pick up) as your shipping option the order will not be shipped. if you need your item shipped please email us at support@pink-chateau.com along with your order #. We will email you an invoice for the shipping costs. As soon as the shipping invoice is paid we will ship out your order.

 

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For faster service you can call us during Hours of operation.

 

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