Return Policy & FAQ

 

Return Policy (Online orders)

 

Thank you for shopping with Le Pink Chateau! We hope you love all your items. If in case an item(s) does not work out please contact us to request a return.

Please note all returns and Cancellations are for store credit only. 

Route insurance is available for purchase at check out, if the insurance is removed we can not file a claim and are not responsible if order is lost, missing, damaged or stolen. Claims must be filed within 5 business days as claims are time sensitive and could be denied. 

 

Items excluded from returns: 

• Sale items and Clearance are final sale.
• Bodysuits & Swimwear
• Accessories (Handbags, Jewelry, belts etc.)
• Cosmetics
• Intimates, Shape-wear, Undergarments
• White garments
• Gift Cards
• Items marked final sale

 

To be eligible for an exchange your item(s) must be unused/unwashed in the same condition that you received it no stains, or damages. Items must also have original tags attached. Any items returned without tags, washed, damaged, with any signs of use, or  arriving past the 14 day threshold will be subject to 10-50% restocking fee or may not be accepted.

 

To start the return process please contact us within 5 days of delivery via email to support@pink-chateau.com along with your order # and reason for return. 

Following approved return request please mail item(s) to:

 

Le Pink Chateau

600 N Prospect Suite B 

Porterville CA 93257

 

Please include insurance and signature to ensure your return is not lost or stolen.

Once return is shipped please email your tracking number along with order # include your invoice with your order. Allow 2-3 business days for you to receive your store credit in a form of an e-gift card or code.

(Please do not send back items without approved return request)

Your item will not be accepted without approval.

 

Please note that the customer is responsible for paying all shipping fees. Shipping fees are non-refundable. For help or questions with your order please contact us support@pink-chateau.com or call during store hours (559) 403-9270. Thank you!

 

Hours of Operation:

Monday-Thursday 11:00am-6:30pm

Friday & Saturday 10:30am-7:30pm

Sunday 10:30am-4:30pm

 

 

Cancellations:

Please note cancellations are for store credit only. If you would like to cancel an order please contact us as soon as possible before it is shipped out.

Once you receive a shipping confirmation email, we cannot guarantee that your request will be fulfilled since it may have been picked up by usps.

Please note your order may be canceled if you use a different shipping & billing address or someone else's card we ask our customers to add in comment section the relationship with the card holder and contact info just in case we need to verify the purchase if no info was entered we will contact you via email if there is no response in 3 days we will have to cancel your order.

 

Return Policy (Store Purchases &
Store pick ups)

 

In-store pick ups you have 9 days (from date ordered) to exchange.

Store purchases have 9 days from date of purchase 

Items excluded from returns: 

Sale items and Clearance are final sale purchases made with discount codes. Bodysuits, Leggings, Accessories, Cosmetics, and White clothing.  Intimates, Shape-wear, Undergarments, Swimwear, Accessories, White garments, Gift Cards.

 

All exchanges are for credit and exchange only, we do not offer money back.

Sizes may be exchanged for dresses & shoes for store pick ups only if no promo codes were applied please try dresses/shoes on before leaving the store they will be considered final sale once taken home.

 All exchanges are FINAL SALE. 

 

Shipping Info:

We offer 3 shipping options First Class (5-7 Business days) Priority (3-4 Business days) and Expedited 1 day shipping.This is just an estimate in most cases orders are processed same day if placed before 3:00pm PST please allow 24 hours for your order to show updates. To ensure that your package is properly delivered and you receive shipment on time, please make sure your address is entered correctly, orders placed with different billing or different name on credit card may take longer since we need verification. Lookout for emails for any out of stock notices, Verification requests and use correct abbreviations. We will ship to the address provided so please make sure you have entered the correct shipping address. We are not responsible for orders delivered to the incorrect address if the incorrect address is entered. if orders are sent back due to the wrong address you will have to pay for shipping charges to re-ship.

 

If you realize that you entered your shipping address incorrectly, please contact as soon as possible. We will do our best to fulfill you request and change the address.  If we are unable to, we do not take responsibility for the incorrect information.

We do not hold responsibility for packages lost, or damages enroute by USPS or UPS. We highly recommend purchasing Route protection (from damage, loss or theft) at checkout. If you purchased protection and your order was lost stolen or damaged you can file your claim here https://claims.route.com/

If you purchased USPS as your shipping option and your tracking information states that your package was delivered and you have not received it (lost/stolen). You must take this up with the United States Postal Service. You can file your claim here https://www.usps.com/help/missing-mail.htm

If you purchased UPS as your shipping option and your tracking information states that your package was delivered and you have not received it (lost/stolen). You must take this up with the UPS. You can file your claim here https://www.ups.com/us/en/help-center/claims-support.page

 

 

 

• 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 the carrier. You can file a claim over the phone or using the link below.

USPS

+1-800-275-8777

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

UPS

1-888-742-5877

https://www.ups.com/us/en/support/file-a-claim.page

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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