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Merchant Services

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Order Status
How long does it take to process my order?
 
Our standard processing times are:
1 to 2 Business Days - In-stock items
 
5 to 7 Business Days - Out-of-stock items
 
4 to 5 Weeks - Custom-made Victorian and Edwardian clothing  (garments are made when you place the order)
 
Backordered items - May take up to 30 - 45 days. We don't have any control over items that are on backorder status. We hate backorders as much as you do!
Has my order shipped?
 
Click the "My Account / Order Status" link at the top right hand side of our site to check whether your order has shipped.
How do I change quantities or cancel an item in my order?
  Click the "My Account / Order Status" link at the top right hand side of our site to view orders you have placed. Then click the "Change quantities / cancel orders" link to find and edit your order. Please note that once an order has begun processing or has shipped, you cannot edit your order. As long as we haven't actually shipped your items, you can always contact customer service and have us cancel or modify your order for you.
How do I track my order?
  Click the "My Account / Order Status" link at the top right hand side of our site to track your order.
My order never arrived.
  Click the "My Account / Order Status" link at the top right hand side of our site to track your order status. Be sure that all of the items in your order have shipped already. When your items ship they will be assigned a tracking number that you can use to track the progress of your packages. If your packages each show a status of "delivered", please contact customer service for assistance.
An item is missing from my shipment.
  Click the "My Account / Order Status" link at the top right hand side of our site to track your order status. Be sure that all of the items in your order have shipped already. If an item is on backorder status, we will ship what we have in stock now and then send your backordered item when it arrives at our facility. If your items/orders each show a status of "delivered", please contact customer service for assistance.
I received the wrong product.
  If we shipped you the wrong product or size or color, then please contact customer service within 3-4 days of receiving the product. We will provide you with instructions for returning the item - and we will either exchange the item or issue a refund for the cost of the product(s) and shipping. You will not be charged for shipping the incorrect item back to us nor for any shipping charges on the replacement item. 
When will my backorder arrive?
  Backordered items are those which our suppliers are unable to predict when they will have more in stock. Often the wait can be 30 to 45 days. As soon as the backordered items arrive at our facility we will ship them out to you. You will not be charged for any backordered items until we actually ship them.