Frequently Asked Questions
Answers for Shopping with Le Couture Store
Find practical answers about ordering, shipping, returns, payments, sizing, store policies, our catalog, and the resources available across Le Couture Store.
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SHOPPING ESSENTIALS
Ordering, delivery, returns, payments, sizing and trackingThis section covers the core aspects of your shopping experience: shipping timelines and costs, our return and refund process, payment methods and security, sizing guidance to find your perfect fit, and how to track your order. These are the questions most customers ask before and after making a purchase.
STORE & POLICIES
Store information, terms, privacy and customer supportHere you'll find information about our legal terms, privacy practices, how to contact our support team, and our brand story and values. This section helps you understand who we are and how we protect your rights.
EXPLORE & RESOURCES
Helpful tools and resources across the storeDiscover your personal aesthetic with our Style Quiz and learn about our accessibility features and commitments.
Shipping Policy
Where do you ship? We ship within the United States, including Hawaii and Alaska. We do not ship internationally or to military addresses (APO/FPO/DPO) and U.S. Territories such as Puerto Rico and Guam.
How long does order processing take? Processing takes 2–5 business days. Orders placed before 12:00 PM MT on a business day are submitted for production the same day; orders placed after 12:00 PM MT, on weekends, or on U.S. federal holidays begin processing the next business day.
How long does shipping take? After handoff to the carrier, standard delivery generally takes 3–9 business days. For non-personalized orders, the estimated total processing and delivery period is 5–14 business days from the applicable processing start date. For Personalized Orders, the estimated 5–14-business-day period begins after you approve the personalization layout; time spent waiting for approval is not included.
How much does shipping cost? Standard shipping is free for orders to supported U.S. destinations.
Can I cancel or modify my order? Yes, but only before production begins. Contact us as soon as possible at order@lecouturestore.com.
How do I track my order? Once your order ships, you will receive a confirmation email with your tracking number and a link to monitor your shipment.
What if my order hasn't arrived? Check with neighbors or building management, contact the carrier with your tracking number, and allow 1–2 additional business days. If the issue remains unresolved, contact us at order@lecouturestore.com.
How do personalized orders work?
If you submit personalization text, we send you a layout preview for approval before production begins. Once you approve the layout and production begins, the order becomes final sale for change-of-mind reasons, customer-submitted personalization errors, and preference-based changes. This restriction does not apply if the item arrives damaged, defective, incorrect, or personalized differently from the approved layout because of our error.
Payment Policy
What payment methods do you accept? We accept Visa, Mastercard, American Express, Discover, Diners Club, JCB, and Google Pay. We do not accept cash, checks, wire transfers, or cryptocurrency.
What currency are prices charged in? All prices are displayed and charged in US Dollars (USD). If your card is held in another currency, your card issuer will apply its own conversion rate and any applicable fees.
When is my payment charged? Your payment method is charged immediately when you place your order, not at the time of shipment.
What if my payment is declined? You will be notified immediately by email. Your order will not be confirmed and production will not begin until payment is successfully completed. Verify your payment details and try again, or contact your bank for assistance.
Is my payment information secure? Yes. Payments are processed securely through Stripe. Le Couture Store does not store or access your full card number.
Why do you charge immediately for made-to-order items? Payment is collected when the order is placed. For non-personalized orders, an accepted order may then enter the applicable on-demand production workflow. For Personalized Orders, payment is collected at checkout, but production begins only after you approve the personalization layout. Because cancellation depends on whether production has begun, cancellation and modification requests are time-sensitive.
Refund & Return Policy
What is your return window? You must initiate a return within 40 days of delivery. If the 40th day falls on a weekend or U.S. federal holiday, the deadline extends to the next business day.
What items are eligible for return? Items must be unworn, unused, in original condition, with all tags and packaging intact, and accompanied by proof of purchase. Worn, washed, used, or items missing original tags are not eligible.
Can I return a personalized order? Personalized orders are final sale once you approve the layout and production begins. They cannot be returned for change-of-mind reasons. Exceptions apply if the item arrives damaged, defective, or personalized incorrectly due to our error.
Do you offer exchanges? We offer exchanges only for defective or incorrect items. For change-of-mind reasons (size, color, style), return the original item for a refund and place a new order.
What if my item arrived damaged or defective? Contact us within 7 days of delivery at order@lecouturestore.com with your order number, photos of the item and packaging, and a description of the issue. We will provide a replacement, exchange, or full refund at no cost.
How do I start a return? Email order@lecouturestore.com with your order number, the item(s) you wish to return, and the reason. We respond within 1 business day and provide a prepaid return label if approved. No restocking fees apply.
When will I receive my refund? Once we receive your return, we inspect it within 2 business days and issue the refund within 7 business days after approval. Allow an additional 5–10 business days for your bank to post it — up to 19 business days total from the date we receive your return.
What is refunded? The full purchase price including any taxes paid. No shipping, handling, or restocking fees are deducted.
Product Size Guide
What if I'm between two sizes?
Check the product-specific size chart and fit information before ordering. If your measurements fall between sizes, consider the intended fit and compare your measurements with the chart for that particular product. Footwear sizing also varies by product, so use the size information provided on the individual product page
Do all your products use the same sizing? No. Each product has its own size chart based on its cut, material, and supplier specifications. Please review the size chart on the product page before placing your order.
How do I find the size chart for a specific product? Visit the product page and look for the "Size Guide" or "View Size Chart" button near the size selector.
What if the product doesn't fit?
Eligible non-personalized items may be returned if the return request is initiated within 40 days of delivery and the item meets the conditions in our Refund and Return Policy. Personalized Orders are subject to separate return restrictions. See our Refund Policy for details.
Track Your Order
How do I track my order? Once your order ships, you will receive a shipping confirmation email with your tracking number and a link to monitor your shipment in real time. If you did not receive a confirmation email or cannot track your order, contact us at order@lecouturestore.com.
Terms of Service
Who can use the site? You must be at least 13 years old to use the site. Users under 18 may only use the site and place orders with parental or guardian consent.
Can my order be cancelled by Le Couture Store? Yes. We reserve the right to decline or cancel any order at our discretion — including after a confirmation is sent — due to pricing errors, product unavailability, suspected fraud, or other concerns. If your order is cancelled after payment, you will receive a full refund.
What if there is a pricing or description error on the site? We reserve the right to correct errors at any time. If a pricing error is found after your order is placed, we will notify you and offer the option to confirm at the correct price or cancel for a full refund.
Will colors and materials look exactly as shown? We strive for accuracy, but screen displays may vary. Minor variations in color, texture, or finish inherent to the production process are not considered defects.
Can I submit any personalization text? No. Personalization content must not be unlawful, offensive, defamatory, or infringing on third-party rights. We reserve the right to refuse production of such content and will issue a full refund if we do.
Are you affiliated with the brands referenced on your product pages?
No. Some products use base garments or accessories supplied under third-party brand names. When a brand is identified, it is referenced to identify the base product and, where relevant, its sourcing, material, or construction information. Le Couture Store selects the artwork, placement, and product configuration. A brand reference does not imply affiliation with or endorsement by that brand.
Does your site use AI? Yes. The site includes an AI Shopping Assistant powered in part by the OpenAI API. AI-generated responses are automatic and may contain errors or outdated information. The assistant cannot process orders, apply discounts, or handle payments. Use is subject to our AI Chat Terms of Use.
What happens if I have a dispute with Le Couture Store?
Contact us at hello@lecouturestore.com so we have an opportunity to understand and attempt to resolve the issue informally. If a dispute cannot be resolved informally, either party may pursue available remedies in a state or federal court with lawful jurisdiction, subject to our Terms of Service and applicable law. Our Terms of Service do not require arbitration.
Privacy Policy
What personal information do you collect? We collect information you provide — such as your name, email, shipping address, order details, personalization text, support messages, and marketing preferences — as well as device, browser, cookie, analytics, advertising, security, and chat-related data when you use the site.
Why do you collect my personal information? To process orders, operate the site, provide customer support, produce personalized items, run the AI Shopping Assistant, prevent fraud, improve our services, send transactional messages, and send marketing where permitted.
Who do you share my information with? We share information with service providers and business partners that help us run our store, including Shopify, Stripe, production and fulfillment partners, shipping carriers, email tools, analytics tools, advertising partners, security providers, and AI/infrastructure providers.
Do you use my data for advertising? Yes. We may use cookies, pixels, tags, server-side events, hashed identifiers, and similar tools to measure advertising, understand site activity, and show more relevant ads. Depending on applicable law, this may be considered a "sale," "sharing," or use for "targeted advertising."
What are my privacy choices? You can use our cookie tools, unsubscribe from marketing emails, visit our Do Not Sell or Share My Personal Information page, visit our Your Privacy Choices page, or use a browser-based opt-out signal where required by law.
How do I contact you about privacy? Email us at hello@lecouturestore.com.
Contact Us | Information
How can I contact Le Couture Store? Email us at hello@lecouturestore.com, call +1 (914) 292-1969, or use Live Chat. Our support hours are Monday–Friday, 9:00 AM – 5:00 PM MT.
Which email should I use for my question?
- Orders, shipping & returns — order@lecouturestore.com
- Client services & styling advice — service@lecouturestore.com
- Sustainability — sustainability@lecouturestore.com
- Careers — career@lecouturestore.com
- Press & media — press@lecouturestore.com
- Everything else — hello@lecouturestore.com
What counts as an urgent issue? Order cancellation requests, incorrect shipping address, payment issues or duplicate charges, missing or damaged items, and account security concerns. Mark your subject line with "URGENT" and include your order number.
About Us
What is Le Couture Store? Le Couture Store is a design-led online fashion store offering clothing, footwear, bags, and accessories. Visual ideas are developed in relation to the products that carry them, with color, proportion, product form, and placement considered together.
How is the catalog organized? The core catalog is organized through Clothing, Footwear, Bags, Accessories, and a cross-category New Arrivals collection. The creative catalog is organized through five Style Directions and four Design Concepts. Some products connect naturally to both systems, while others belong most clearly to one.
Why is the store called Le Couture Store? The name reflects the store's early visual influences, including the atmosphere associated with French fashion alongside American everyday style and digital culture. Those influences remain part of the store's history, while the catalog has developed into a broader design system.
How does Le Couture Store operate?
Le Couture Store is an online-only, made-to-order store. We do not maintain inventory of finished, decorated products. After an order is accepted for processing, the selected item enters the production workflow appropriate to that product.
Find Your Style Quiz
Do you have a style quiz? Yes. Our Personal Style Quiz is a short unisex quiz that helps you explore the five Style Directions—Romantic Style, Bohemian Style, Modern Streetwear, Classic Structure, and Minimalist Wardrobe—and see which directions align most closely with your preferences. It can help guide browsing across clothing, footwear, bags, and accessories.
Accessibility Statement
Is your website accessible to people with disabilities? Yes. We aim to meet WCAG 2.1 Level AA standards. The site includes clear navigation, descriptive alt text, keyboard support, sufficient color contrast, and responsive design. If you experience any difficulty, contact us at hello@lecouturestore.com.