FAQ
If you have questions specifically pertaining to your order, send an email with your full name, order number, and question to info@klosetgemz.com and someone from our team would be glad to assist you. Please allow up to 2 business days for a response from customer service.
*Please note, due to increased order volumes and CDC regulations, order fulfillment may be delayed during the COVID 10 pandemic. Thank your for your patience and understanding as we work hard to keep both our team and customers safe.
It is possible that you are providing two different addresses for the billing and shipping address. Unfortunately, we only ship to the billing address that your bank has on file. You do have the option of paying via PayPal as long as you're shipping to a confirmed address.
WHEN WILL MY ORDER SHIP?
All orders are processed and shipped within 1-3 business days. If you selected Express at checkout, your order will ship the same day if the order was placed before 12 PM CST. Due to unpredictable delays caused by the COVID-19 pandemic, delivery times will vary. All orders are shipped and processed within 2-5 business days, and most customers receive their items within 3-7 business days.
I ONLY RECEIVED PART OF MY ORDER, WHERE ARE MY OTHER ITEMS?
If you received a partial shipment, your other item(s) are likely on pre-order, or the restock shipments are arriving soon. If we ever encounter delays with orders that have multiple items, we split the order and ship the items that are available immediately. Rather than holding the entire order, we try to get available items to the customer as soon as possible.
You will receive an email confirmation and tracking info as soon as your other item(s) ship.
WHY WAS I CHARGED TWICE?
If you see a double pending transaction on your account you have not been charged twice. What you see is a double authorization which can sometimes happen if you click "confirm" multiple times at check out. Not to worry your bank will remove one of the authorizations in 24-72 hours and you will only be charged once.
HOW DOES YOUR SIZING RUN?
Unfortunately, due to the fact that we are a boutique that carries multiple brands, product sizing can vary. For your convenience, we include sizing and other important details specific to that item in the description box on each product page. Please refer to those details to help choose the best size for you.
*If an item says that an item "runs big", you may be able to size down; if it says that it "runs small" you might need to size up, and if it says "true to size", there typically aren't any sizing specifications that would prohibit that item from fitting as that size normally would.
I WANT TO PURCHASE AN ITEM THAT'S SOLD OUT! WHAT DO I DO?
Click on the item you would like to purchase and select your desired size if the item is sold out a notification will pop up. Click on "notify me when available" and enter your email address. When the item is back in stock you will be notified by email.
I DON'T SEE MY SIZE LISTED. WILL YOU GET MORE IN?
Unless otherwise noted in the product description, the only sizes available are what's currently listed. Unfortunately, we do not offer every item in all sizes S-3X at this time.
MY ITEM DIDN'T WORK OUT. HOW CAN I RETURN IT?
You have 10 days from the date of delivery to submit a return. After submitting a return request, you will receive email confirmation with instructions. Click here to get started.
I WANT TO RETURN MY ITEM(S). CAN I GET A REFUND?
Per our store return policy, we do not offer refunds of any sort. Should you not be satisfied with your purchase, you can return your item within 10 days of delivery for store credit. Shipping fees are non-refundable.
WHEN WILL MY RETURN BE PROCESSED?
As noted in our return policy, we ask for customers to allow 7-10 business days for us to receive and process returns. We will notify you via email as soon as the return is processed. Please do not send multiple emails requesting return updates if we're still within the return window time. All returns are processed in the order in which they are received.
MY TRACKING SAYS DELIVERED BUT I DIDN'T GET IT. WHAT SHOULD I DO?
If for some reason your package is missing, we suggest contacting your local post office responsible for delivering your mail immediately. They will be able to contact the carrier responsible for delivering your mail, and get more information. If no resolution is found, we suggest opening a missing mail claim with USPS. Also, contact our customer service department to make us aware of what's going on, so that we can also open a claim on our end if need be.
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