Store Pickup — Frequently Asked QuestionsUpdated 3 months ago
Everything you need to know about placing and picking up your order in store.
Q: When will my order be ready for pickup?
Orders are usually ready within 24 hours. You will receive a "Ready for Pickup" email as soon as your order is prepared and available. Please wait for this email before visiting the store.
Q: How long do I have to pick up my order?
Orders must be picked up within 72 hours of receiving the "Ready for Pickup" email.
Q: What do I need to bring to pick up my order?
Please bring:
- A valid government-issued photo ID
- Your order confirmation or pickup confirmation email
Q: Can someone else pick up my order for me?
Yes. If someone else will be picking up your order on your behalf, please contact Customer Service in advance to authorize the alternate pickup person.
The authorized pickup person must present:
- A valid government-issued photo ID
- The order confirmation or pickup confirmation email
Q: What happens if I don't pick up my order within 72 hours?
Orders not picked up within 72 hours may be canceled and refunded to the original form of payment.
Q: Can my pickup window be extended?
In many cases, yes. Please contact Customer Service before your pickup window expires, and our team will do their best to accommodate your request.
Q: Can I change my pickup order to shipping instead?
In many cases, yes. Please contact Customer Service for assistance with converting your pickup order to a shipped order.
Q: Can I pick up part of my order?
Yes, please check in with the store associate for assistance with partial pickups.
Q: What if I forgot my ID or confirmation email?
For security and fraud prevention purposes, we require a valid government-issued photo ID and your order confirmation or pickup confirmation email for all pickups. If either is missing, we may ask you to return with the required items before releasing the order.
Q: Can I return or exchange a pickup order in store?
Yes. Pickup orders follow our standard return and exchange policy.
Q: What if someone arrives before the order is ready?
For the best experience, please wait until you receive your "Ready for Pickup" email before coming to the store, as inventory preparation times may vary.
Q: Where do I go when I arrive at the store?
Please check in with a store associate upon arrival, and they will assist you with your pickup order.
Q: What payment methods are accepted for pickup orders?
Payment for pickup orders is completed during online checkout. At this time, payment cannot be made at the store upon pickup.
If you prefer to shop and purchase items directly in store, we recommend visiting the store location instead of placing an online pickup order.
Q: Will someone help me try items on before taking them home?
Yes. Our store team will be happy to assist you with trying on items during pickup, subject to fitting room availability and store hours.