I just submitted an order/offer. How long will it take to hear back?
a. Fixed Price: As soon as you hit the ‘Place Order’ button we start processing your order. We work with the boutique/designer to get things ready and will send email confirmation shortly after.
b. Make an Offer: As operation hours vary for the boutiques and designers, we will contact you as soon as an offer has been reviewed and either accepted, rejected, or countered. If you have questions, you can always email [email protected] and we’ll be happy to help in any way we can.
What does it mean if I’ve received an email that my order has shipped but the tracking information is still blank?
A few things:
a. Although we begin processing your order as soon as it is placed, it can take a couple of days for the shipment to be processed by the boutique/designer and appear in the tracking system, so make sure to check back during the next business day. If you’re still missing info, please email [email protected] and we’ll be happy to help.
b. We use USPS as our shipping services within the US and Canada so you will also be able to track your packages directly on these sites.
c. In rare instances, it is possible for a package to be delayed as it goes through customs. We aren’t able to access any additional information during the processing period due to security regulations so if that happens, hang tight. Please feel free to email [email protected] if you run into this bummer of an issue. We also recommend signing up for updates directly…
How can I place an order?
Always open online
Place your order through our website, www.cilacapshop.com.
Call or email our dedicated customer service team
(085 566 8395) [email protected] (M-F, 9:30 AM – 5:30 PM est)
We will reply to messages within 2 business days and appreciate your patience during this time.
Contact your local store!
We will send you photos of styles you’d like to try, help with styling, and make recommendations based on your past purchases.
What if my order is delayed?
We will do our best to ship your order in a timely manner but our first priority is the safety of our staff. To ensure that our team is abiding by the guidelines put in place for all essential personnel, it may take longer to process and ship your order.
- Please allow 4-8 business days for USPS shipping delivery
- Expedited shipping is not available at this time
What about returns and exchanges, has anything changed?
We are working diligently to process all returns and exchanges and have made some changes to make your shopping experience as seamless as possible:
- Complimentary returns
- Extended return window to within 30 days of the delivery date
- For more details about our policy please visit https://www.cilacapshop.com/returns
Being good to one another is more important than ever in these difficult times. Being good to our customers is a core value at the heart of our organization. We too are learning to adapt and overcome the hurdles of each day and we appreciate your patience, loyalty and support on this journey and the long road ahead.
What is the status of my order?
You will receive an order confirmation via email after your order is placed. You will then receive an email with the tracking number once the order ships. If items are shipped separately, you will receive an email with a tracking number for each shipment. Tracking numbers can also be found by logging into your account or checking our Order Status page. From there you can click the tracking number for progress of your shipment. Please note tracking numbers may take one business day to update with the shipping partner.
How do I change an order before it has shipped?
Please email customer service at [email protected] and in the subject line write “CHANGE IN MY ORDER” and be sure to include your order number, first and last name and phone number. We will help you through the process of creating a new order.
What happens if an item from my order is out of stock?
If an item from your order is out of stock you will receive an email notification. We apologize for any inconvenience this may cause.
Sell Out ? What If The Item I’m Interested In Is No Longer Available In My Size ?
New items can be sold out rather quickly, but we may get more soon!
Please contact our customer care department via email and we will do our best to notify you if the item becomes available again. Please include the best email address for reaching you when the item becomes available.
What Should I Do If The Size On The Tag Is Different From What I Ordered ?
The size show on the website will be converted into international size before products are put on sale, which is standard and regular. Therefore, if you find that the size you get is not the same as shown on the website, don’t panic and worry. That size we sent you is right. Put them on first and see how it turns out. If they don’t fit you well, you could definitely return them. (Please check our return policy)