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FAQs

Have a question? Check out the following FAQs. If you can't find your answer, feel free to send an e-mail to info@arabellastore.com. 

 

 

Will I know if an item is currently in stock?

STOCK AVAILABILITY:

 At this time, our website is not real time.  Current stock information is updated once a business day.

If you need to verify whether a certain item is in stock, please email us or call 360-752-0355.  We will respond within 24 hours.

Occasionally, an item or size may sell out at the same time it is being ordered on the website.  We will notify you if this is the case within 24-48 hours via email.  When possible, we will back-order the item if that is your choice.  Otherwise, we will cancel that item and you will not see a charge for that selection.

Items on the website that indicate “back ordered” or “expected availability date” may be placed on your wish list.  You will receive an email when the item is in stock.

 

The last time I visited I noticed items were priced differently, what happened?

PRICING AND AVAILABILITY:

Prices and availability of products are subject to change without notice.  At times, new stock supply will reflect an updated charge based on the manufacturers cost to us.  We reserve the right to correct and/or cancel offers, descriptions and prices that we discover are in error. Omissions, errors and inaccuracies may be corrected on items ordered, whether or not your credit card has been charged.

We will contact you via email if such a situation occurs.  You will have the option to completely cancel the order or agree to re-order with the corrected information.  In no event will any customer be up-charged for items or shipping fees without the consent of the customer.  Customers who do not respond to this communication within 48 hours will have the order cancelled.

 

Do you offer gift cards?

GIFT CARDS:

 We will prepare and send or email our Arabella gift card to any US or Canadian address.  Our gift cards are available in any amount between $10.00 and $500.00.  There is no postage fee to send gift cards.  Promotional codes or discount codes are not valid for use to purchase gift cards.

 Arabella gift cards may be used for both in store and online shopping. 

To use a gift card online enter your card code in the gift card box on the check out page.

We are unable to re-issue gift cards or e-gift cards that have been lost or stolen.

Arabella gift cards are not redeemable for cash or other methods of credit.  The original purchaser of the gift card may return the gift card for credit issued to the original form of payment.  There will be a $3.00 service fee deducted on gift card returns.


What about gift wrapping?

GIFT PACKAGING:

We will provide gift packaging for any apparel, jewelry or accessory item.  We will write a brief handwritten gift enclosure if you wish.  Leave your message on the check out page in the message box.  Gift packaging will include tissue wrapping items, removal of price and a gift box with ribbon.  Each gift packaged item will be assessed an additional $6.75 charge.  Sorry, we cannot combine multiple items into one gift box.

Customers wishing to send gifts to multiple addresses are encouraged to place separate, individual orders for each gift recipient.  During busy seasons, this will help to insure that the right items get to the right addresses.

Gift packaging charges are not refundable on returns or exchanges.


My item arrived defective, what can I do?

PRODUCT ASSURANCE:

We at Arabella will make every effort to inspect all items for manufacturer defects prior to purchase. 

Our product inspection process involves two people to carefully inspect each item.  Our goal is to eliminate to the greatest extent we can any defective items to be sold and shipped to our valued customers.

If you believe you have received the wrong item or a defective item, please email us as soon as possible.  Indicate the problem, details of any defects and include your name and order number.  To be considered for return authorization and refund, the item must be unused, unwashed and smoke free in the condition as it was when you received the merchandise.  All tags must be attached and unaltered.  Some items will be have been photographed or on our CCTV records before being packed and shipped.  Occasionally we will refer to those images as a comparison reference.  If we determine that damage may have occurred during the shipment process, we will notify you will directions for making a claim with the shipper.  We will provide a prepaid return shipping label with a Return Authorization number if we find there is reason to determine a defect. 

Items returned to Arabella claiming to be defective where no visible manufacturer defect is verified will be refunded less the cost of our prepaid shipping label.  All refunds are subject to our standard returns time limit and conditions.  We are not responsible for any damages made to an item after we have shipped.

Once a determination has been made to issue a refund, it may take up to 10 days to issue the credit back to your original form of payment.  If a gift card was used, the credit will be put back to the gift card.  Any additional delays for credit to show on a customer’s credit card statement are due to that individual bankcard issuer.  We will happily answer any questions regarding your return/refund however we have no control over the time it takes for your bankcard to credit your account.


How do I use the promotional code I have?

PROMOTIONAL & DISCOUNT CODES:

Customers wishing to use a promotional or discount code will be able to do so during the Check Out process.  Valid codes will be applied to the sub-total of the order.  Applicable sales tax and shipping fees will be calculated based on the discounted sub-total.

If you see an “Invalid” message after entering a code, please check that the code you entered is correct.  All codes are valid for set date limits.  The invalid message will show if the code offer has expired.  If you believe you are using a valid code and the invalid code message continues to appear, call us at 360-752-0355 and we will happily help.


Will I be charged a sales tax?

SALES TAX:

All orders shipped outside of Washington State will not be assessed sales tax.

Orders to be shipped within Washington State will be charged the applicable sales tax based on the ship to zip code.  Note that different counties assess unique tax rates.


How accurate are the garment colors?

GARMENT COLORS:

Due to variations of computer monitors the colors on your computer monitor may appear different than the actual product.  We will make every effort to indicate the shade and depth of colors of the item in the product description.  The nuances of colors are vast and manufacturer names of colors are sometimes vague.  Customers may email us if they are in need of specific information about color or prints.


What do you do with my information?

CUSTOMER INFORMATION AND TELEPHONE NUMBERS:

We understand the concerns customers have over providing personal information on websites.  Through our Web Hosting provider, Big Commerce, we have verified that the most advanced and routinely updated security and encryption methods are used. 

We will only use information provided by you for order completion, customer service responses and your telephone number to contact you if we have a quick question regarding an order.  We do not share any information with third party marketers, other websites or catalog companies.  We do not share our customer email list with anyone.  Additionally, for our customer’s security, we do not “store” your method of payment information.  This means when you re-order you will need to re-enter your payment information. 

We will store your contact information if you choose to create a customer account.  Your customer account information will be kept private. 

We will periodically send our customers emails with offers or announcements.  If you would rather not receive any emails from Arabella you may follow the simple “opt out” instructions at the bottom of any of our emails.


How does your e-mail list work?

EMAIL LIST:

When a customer signs up to join our email list they will be receiving advance notice of sales, new merchandise and other Arabella news.  Email addresses we collect will only be used by Arabella,LLC to send these types of announcements.  We do not sell, rent or share your email address with any other party.  If at any time a customer wishes to unsubscribe to our emails, simply click on the unsubscribe button on the bottom of our emails.

Please note that emails are NOT encrypted.  Emails are not considered the safest way to send security sensitive information such as your credit card information.  Our check out/payment page is SSL secured and encrypted.


How do you package your items?

RECYCLING:

There is an aspect to the clothing industry that likely very few of you may be aware of.  Nearly every single garment sold in the US arrives to the store that sold it wrapped in a plastic or cellophane bag.  Many items arrive to the stocking department of every store hung on a stiff plastic hanger as well.  These hangers are quite breakable and are not used for displaying clothing. This is the traditional way manufacturers manage inventory and keep their newly made goods clean.  We look forward to creative and effective alternatives to this method in the future.

We have routinely worked with many of our suppliers to find ways to reduce this enormous amount of waste.  We have had some luck persuading manufacturers to cut back on waste that is not compostable.  We will continue to work with agencies that find after use for many waste products.

When customers order from the Arabella website, they may find their items wrapped in the original packaging or bags that were used for shipping other clothing items.  In other words, every item Arabella receives from a supplier is removed from it’s package, inspected for any defects, pressed and tagged and hung up for store display or repackaged for the website warehouse.  Our intention is to reuse clean, usable plastic whenever possible.  Additionally, we will often reuse cardboard shipping boxes that are in suitable and clean condition.  We hope our customers will understand our efforts to be mindful.