Terms
Thank you for visiting pyermoss.com. Kindly find the answers you need by viewing the FAQ topics below.
Should you have any further questions, please feel free to reach us at cs@pyermoss.com. Hours of operation are 10AM-6PM EST.
RETURNS & EXCHANGES
Returns Policy
Returns must be authorized by Pyer Moss. If you would like to return an item from your order, please email cs@pyermoss.com to begin a Return Authorization with “Order #XXX - Return” in the subject line. Returns must be requested within 7 days of receiving your order and items must be in the same condition that you received it, unworn or unused, free of damage, with tags attached and in its original packaging to be eligible. You’ll also need the receipt or proof of purchase.
Certain types of items cannot be returned, including but not limited to swimwear/underwear, limited release products, and custom pieces (such as special orders or personalized items). We also cannot accept returns on sale items or gift cards. Please get in touch if you have questions or concerns about your specific item.
Upon authorization of the return, customers will be provided with a shipping label. Please ship the return within 7 days of receipt of the label. Depending on your financial institution, please allow up to 7-10 business days for the refund to reflect in your account.
To start a return, you can contact us at cs@pyermoss.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to ship your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return questions at cs@pyermoss.com.
Exchanges Policy
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. Otherwise, exchanges must be authorized by Pyer Moss. If you would like to exchange an item from your order, please email cs@pyermoss.com to begin an Exchange Authorization with “Order #XXX - Exchange” in the subject line. Exchanges must be requested within 7 days of receipt of your order and items must be in the same condition that you received it, unworn or unused, free of damage, with tags attached and in its original packaging to be eligible. You’ll also need the receipt or proof of purchase.
*** Handbags and Shoes are NOT eligible for exchange.
Upon authorization of the exchange, customers will be provided with a shipping label. Please ship the exchange within 7 days of receipt of the label.
To start an exchange, you can contact us at cs@pyermoss.com. If your exchange is accepted, we’ll send you a return shipping label, as well as instructions on how and where to ship your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return questions at cs@pyermoss.com.
Gift Returns
Gift orders placed online are eligible for the same return policy as all other online orders. In order to process a return or exchange on a gift purchase (online), we must first locate the original transaction from the purchaser to determine eligibility. This can usually be done easily with the purchaser’s exact name, email address, or the order number itself.
Please note any online exchanges (size only) will by default ship to the original shipping address from the order and email the new tracking details to the purchaser’s email and that gift returns for refund can only be issued to the original form of payment (the purchaser’s). Please email cs@pyermoss.com for inquiries.
Additional Return & Exchange Information
Please note:
- Orders returned to us without a return authorization may face delays in processing. Returns will only be authorized to the original purchaser.
- All items must be returned to us in the condition you received them in (seals and tags attached)- any returns received which do not meet our return policy requirements may be refused.
- All shoes must be tried on a carpeted surface until you have decided to keep them.
- All products that come in their own box, including but not limited to shoes and accessories, must be returned in their original, undamaged box as this is considered part of the product.
- Coats should be returned with their dust bag as this is considered part of the product.
- When returning by mail, please make sure to return the shoes/accessory item and its corresponding box inside another solid carton box to not damage the original packaging.
- If you are receiving multiple shipments for the same order, please wait until you have received everything to initiate your return and only send unwanted items in one package to avoid delays in processing.
SHIPPING TERMS
Please allow up to 72 hours for your order to process. You will receive a shipping confirmation once your order is processed. A tracking number will be provided upon dispatch of your order. Refer to COVID-19 disclaimer below for additional shipping information.
COVID-19 Disclaimer
We have implemented preventative measures to ensure the safety of our employees and communities. This includes enforcing a strict work-from-home policy, streamlining critical on-site staff, increasing precautionary and hygienic measures in our offices, and postponing events. Our shipping partners have implemented expanded hygienic measures in compliance with all guidelines provided by public health officials.
Our distribution center is currently operating with reduced staff, strict hygiene protocols, and exhaustive ongoing sanitation to keep our clients, employees, and communities safe. For this reason, some orders may be subject to processing delays. Note that our customer care team cannot prioritize any individual order.
Pyer Moss is monitoring the situation closely and is quickly adapting and complying to all guidelines provided by public health officials.
Shipping FAQs
There is no additional charge for standard and second business day shipping to Puerto Rico and other U.S. Territories. Your order should arrive 7 to 10 business days after shipping if ordered by 12:00 noon (EST).
Delivery times are not guaranteed but are our best approximation. Transit days to the recipient will vary depending upon the destination country.
Taxes are calculated according to your shipping destination upon checkout.
Orders placed with signature requirements upon delivery exception are $5.00 more than standard shipping. Some orders are required to have a signature requirement delivery exception due to order value. FedEx usually operates between 9am—8pm on business days. So please be aware of your delivery window.
All tracking numbers will be linked to the parcel service provided. Delivery times are provided as guidelines only and do not take into account possible delays caused by payment authorization and/or stock availability. Transit days to the recipient will vary depending upon the destination country. We are unable to deliver to post office (PO) boxes, APO or FPO addresses.
Items ordered together may be shipped separately. Total shipping charges will be divided between all shipments but not necessarily evenly but will not result in over charges.
Pyer Moss is not responsible for any lost, misdelivered, or stolen shipments. The buyer assumes all responsibility of claims or correspondence with the shipping carrier. All shipment issues/claims must be handled through the initial couriers.
Shipping charges are not refundable unless merchandise is damaged or defective.
Damages and Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
If you believe an item in your order is defective or there is an error with your order, such as receiving the wrong size or style, please email cs@pyermoss.com to begin a Return Authorization. Please write “Order #XXX - Return'' in the subject line and include detailed pictures of the defected merchandise. Defection is at the discretion of Pyer Moss. Kindly note that colors may vary between product images and the physical good due to technological variances in screen quality. If Pyer Moss deems the merchandise to be defective or there to be an error in the order, a complimentary return label will be provided and a full refund will be processed to the customer upon receipt of the returned item. Please ship the return within 7 days of receiving the label.
If a refund is processed, please allow up to 30 days for the refund to reflect in your account.(THIS IS AN ESTIMATED WINDOW & IS DEPENDENT ON YOUR FINANCIAL INSTITUTION)
First-Time Order Policy
For security purposes, Pyer Moss reserves the right to ship first-time orders to the cardholder’s verified billing address or work address. To avoid delays in receiving your order, please make sure to provide the correct billing and shipping information associated with your credit/debit card when placing an order. We recommend entering a shipping address where someone will be present to sign for and accept the order to ensure a smooth delivery.