COVID-19 - FAQ

HOURS OF OPERATION

• How long will your stores be closed?
  • Our stores are currently closed until further notice. We will continue to post updates as we have more information.

• Will you send a notification when the site and stores are open again?
  • You can follow us on social at  https://www.instagram.com/windsorstore/
  • You can sign up for email on our website at https://www.windsorstore.com/ using the form at the bottom of the page.
  • When we reopen our stores we will update our website, post on social and send an email.  

• Is your warehouse open?
  • Our warehouse is open and shipping orders Monday - Friday. 

• How long will it take for my order to ship?
  • Due to enhanced safety measures in our warehouse, it may take longer than usual for orders, returns and exchanges to be processed.  We appreciate your patience and understanding during this time. 

• How long will International orders take to arrive?
  • Primary standard service carriers have been experiencing delays due to COVID-19. Packages can be delayed 2-3 weeks. Currently there haven't been any reports of Express service levels being impacted.

ORDER STATUS / RETURNS / EXCHANGES

• Will I receive my order if it has already shipped?
• Orders that have already been shipped may be delayed depending on where you live and the status of the carrier operating in that location.
• Here are links to carrier websites for up to date information on their operations
• https://www.usps.com/
• https://www.ups.com/us/en/Home.page
• https://www.fedex.com/en-us/home.html

• I placed an order on 03/19, will my order ship/was my order cancelled?
• IF WE DON’T HAVE ORDER #: For orders placed on 03/19, we will notify you via email if your order was canceled. If your credit card was charged, a refund will be issued.
• IF WE HAVE ORDER # and KNOW ORDER WAS CANCELLED: Your order was cancelled due to the California mandatory order to close our warehouse. If your credit card was charged, a refund will be issued. Please refer to your bank for refund processing period information.

• Will you be extending your return policy?
  • For a refund to the original form of payment, merchandise must be postmarked and returned within 30 days of the ship date. Due to our warehouse closure from 03/19-03/25, this will be extended to 37 days for orders shipped between 02/18/20-02/25020.
  • Special Occasion dresses are excluded from this time frame and must be returned to the ONLINE store within 14 days from the shipped date. Due to our warehouse closure from 03/19-03/25, this will be extended to 21 days for orders shipped between 03/05/20-03/12/20.
  • Returns beyond this time-frame will not be accepted and will be shipped back to you.
• For in store purchases, we will provide updates to our in store policy once our stores reopen.
• For online purchases:

• When will I receive my refund if I have already mailed my return in?
• Once your return is received in the warehouse, please allow up to 2 weeks for your account to be credited.

• Will the timeline for reporting lost/damaged/incomplete orders be extended?
• Please report any damaged or missing merchandise within 7 days of receipt of the package. Due to our call center closure from 03/19-03/25, this will be extended to 14 days for orders received between 03/12/20-03/19/20.
• Contact our customer care team for further assistance.

• Can I return my in-store purchase for an online return right now?
• In store purchase returns are not accepted online.  We will provide updates to our in store return policy once our stores reopen.

• What if I miss my return window because your stores are closed?
• Once we reopen our stores, we will provide updates to our in store return policy.

• Should I expect a high call volume?
• Our customer service center may experience higher call volumes during this time.  Please be patient as we work with each customer to provide assistance. 

• Should I expect long hold times or delayed responses in chat?
• Our customer service center may experience higher call volumes during this time.  Please be patient as we work with each customer to provide assistance.

• What should I have ready before I call customer service?
• Please have your order number available when you contact customer service.