FAQ
FAQ
Updated COVID Policies May 12, 2020
* We require all clients to wear a mask or face covering during your appointment unless you are unable to wear one due to a medical condition. If you do not have a mask, they will be available to purchase at Park & Fifth
* Strict limit of 5 people per appointment in Vancouver, 6 in Calgary, and Toronto is limited to 4 people per appointment
* Park & Fifth is following Health Canada recommendations to keep all our locations sanitized. We ask our clients to social distance by giving at least 2 metres of space between each person
* Items tried on but not purchased will be quarantined before they are put back on the retail floor.
* Staff will be wearing masks at all times and gloves when needed.
* If you are sick or experiencing flu-like symptoms, please cancel your appointment or do not join your group.* Hand sanitizer will be available to you at all times.
Virtual Fittings & Customer Care
Due to certain studio closures, we are offering Virtual Fittings to anyone that would like to order but feels they require some extra help with sizing, colours and styles. These can be booked on our website at any of our three locations in the time zone that is most convenient for you:
We are happy to offer complimentary swatches of our fabrics and can mail them as requested. This can help you work with a colour palette as well as touch and feel the fabrics in person until we are able to open our doors again. To request swatches please contact: customercare@parkandfifthco.com
Bridal Orders and Made to Order Dresses
At the present moment we are not experiencing delays in producing our current orders but please understand this does change on a day by day basis. Anyone that would be directly affected by these delays would be immediately contacted. These orders are placed in a priority sequence to ensure you have your order by the date it is required.
Rush Fees
We are offering rush fees at this time. In order to receive more specific information regarding this, including timeline options and costs, please reach out to our customer care team: customercare@parkandfifthco.com
If you are wanting to purchase a Curve or Maternity style and need your order in a shorter timeline please contact our customer care team as we do have select off-the-rack options that may work for you: customercare@parkandfifthco.com
Shipping, Receiving & Returns
As of April 27th, all purchases must be returned within 14 days of receiving your package. Full price items will be issued a full refund and sale items will be issued a store credit, which can be used in-studio or online.
If you would prefer to wait until our studios re-open and you are past the 14 day return date, we will happily issue a store credit on full priced items only.
Please refer to our regular return policy for more information.
Please order with the confidence that we are understanding and flexible at this time. If you have any questions about this policy please feel to reach out to our customer care team: customercare@parkandfifthco.com
A Thank You, From Us to You
Thank you for the continued support of our small and growing business. Without amazing, loyal customers like all of you, we would not be able to get through this tough time.
Please know that we appreciate everyone we speak with and we recognize what a difficult time this is. Knowing that we will be a part of your big day or a special event brings happiness to our team.
Sending love and wellness to you all,
The P&F Team x
SHIPPING AND RETURNS
Shipping:
Park & Fifth is happy to offer shipping around the globe! We offer standard tracked shipping as well as expedited tracked shipping via Canada Post. Our rates do change so we encourage you to view daily prices once you are in the checkout stage.
All in-stock orders will ship within 3 business days of the order being placed.
Please note P&F cannot change or redirect packages that have been processed or shipped, this includes order cancellations.
Any packages that are returned to sender due to errors made by the customer will be refunded with all fees related to the return deducted from the total.
If you are unable to collect a package that has been shipped to you, please make arrangements to have the item picked up by a friend or family member, once the item is delivered to the correct address the package is your responsibility. If you have any questions or concerns regarding this please feel free to reach out to our customer care team: customercare@paarkandfifthco.com
Online Returns:
Online returns are processed within 3 business days of the items being received. Once the return is approved you will be notified by email with the refund details or with an online credit which can be used in-studio and online. Please note it may take up to 5 business days for the refund to reflect on your credit card.
If you would like to exchange something for a different size or colour, please return the original item(s) and place a new order (see returns section for instructions).
Shipping charges are non-refundable as well as duties incurred with international orders.
Shipping of online orders being returned is the responsibility of the customer.
US and International Returns:
US and international returns must be cleared by our customer care team. Please address all return inquiries to customercare@parkandfifthco.com within the exchange/return period of 14 days.
All US returns are to be shipped back via USPS only. All orders returned via UPS & FEDEX will incur a $25 processing fee.
**All international returns must include the P&F return label. This is an unpaid return label that ensures safe return of your goods across the border. Please place this label on the outside of the package. The label is included with your original shipment. Failure to do so may result in duties and fees being charged to the customer**
Domestic Returns:
For all domestic returns within Canada, please send your package to:
For In-Stock Orders:
Returns or exchanges (in studio only) will be accepted for items in new condition, with original tags attached, within the return period of 14 days.
In studio purchases must be returned in person at one of our 3 locations to the same form of payment as the original purchase. Store credit will be issued for any packages mailed to us that were purchased in studio.
Regular Priced Merchandise:
Online orders will be accepted for a full refund within 14 days of the shipping date to the original method of payment. Any unauthorized returns will be sent back to the customer at their expense.
In studio purchases will be refunded within 14 days of the purchase date to the original form of payment.
Made-to-Order items:
Curve and maternity items purchased under our made-to-order program are a final sale, unless purchased online. Online purchases can be exchanged for an item of equal value or we can issue a store credit for the full amount.
Please contact a customer service representative in order to proceed with an exchange or credit: customercare@parkandfifthco.com
**All made-to-order items ordered in-studio are final sale**
Love the product but fit doesn't seem quite right? Let’s jump on a phone call or a Virtual Fitting. Sometimes the simplest adjustment will make all the difference!
Use the link below to book your Virtual Fitting:
W: Virtual Fittings
T: (604.910.4349)
Sale Merchandise:
All in studio sale merchandise is final sale, no exceptions.
Sale items purchased online only can be returned for a store credit within 14 days of the shipping date, once the package is received and processed by our returns department. This credit can be used for an exchange or towards a future purchase in studio or online.
Please contact the Customer Care team if you have any questions: customercare@parkandfifthco.com
Price Adjustments
We will happily adjust prices within 14 days of the purchase of your item, this dos not include any final sale items.
HOW DO I CHOOSE MY SIZE?
Each style has a size chart which we recommend referencing before ordering. If you are unsure how to measure yourself you can refer to our online guide or book a Virtual Fitting with one of our team members - all you need is a flexible measuring tape!
Virtual Fittings can be booked via the link below:
DOES PARK & FIFTH DO CUSTOM ORDERS?
We do not do custom orders. All of our dresses are in stock and available in the colours shown, with the exception of the Curve, Maternity & Bridal Collections which take 90-120 days to complete from the date of purchase.
DOES PARK & FIFTH RESTOCK STYLES?
At Park & Fifth we try to keep things as fresh and relevant as possible.
Many of the Un-Bridesmaid styles will carry over from season to season, sometimes with minor tweaks and new colours but they are not a guarantee. If a style you are interested in is sold out please feel free to reach out to the customer care team as back-orders are sometimes available but not promised. We encourage you to order your bridesmaid dresses as soon as possible to avoid potential sellouts.
Social Occasion styles tend to be more limited as we source many of our fabrics ethically in LA resulting in limited edition prints that cannot be re-ordered.
If you are curious about any particular style please reach out to our customer care team and we will happily guide you through the collection: customercare@parkandfifthco.com
HOW DOES YOUR BRIDAL COLLECTION WORK?
Park & Fifth is proud to offer beautiful bridal dresses at a fair price. We offer slight customizations as well as a mix and match program which we are happy to walk you through.
As all of our Bridal dresses are made to order and made special for you - they are a final sale.
All bridal dresses take 120 days from the date of purchase. If you need your dress in shorter time frame please reach out to our team regarding our rush fee options.
If you would like to speak to someone regarding your bridal purchase please book a Virtual Fitting or contact our customer care team: customercare@parkandfifthco.com
DOES PARK & FIFTH OFFER A RUSH FEE IF I NEED MY CURVE OR MATERNITY DRESS IN LESS THAN 90 DAYS?
We currently offer the following rush fees:
* 8 week rush fee for $55 per dress
* 6 week rush fee for $70 per dress
* 4 week rush fee for $80 per dress
All rush fees include 1-3 day priority shipping and require a 2 week buffer between the date of completion and the date the dress is required by the customer.
If you would like to place a rush on your Made-to-Order dress, please contact customercare@parkandfifthco.com
PRODUCT GUARANTEE
Park & Fifth was founded on principles of quality and the longevity of our products and materials. Please let us know if you have any concerns or issues regarding your P&F item, as we are happy to fix or replace items that has not lived up to these principles free of charge.
If you receive a product that is faulty or defective, we will repair or replace the item as needed in a timely manner. In this case please contact customercare@parkandfifthco.com in order for us to help you resolve the issue.