FAQS

WHEN WILL MY ORDER SHIP?

Items placed in your shopping bag are not held from inventory until you complete your order. However, we would be happy to hold an item in store for you for 24 hours. Please contact the store to place items on hold.

CAN I PLACE AN ORDER BY PHONE?

Yes, we are happy to assist with phone orders. Please call or text us at 919-881-9480 to place your order.

CAN I EDIT / CANCEL MY ORDER?

Unfortunately, due to processing, we are unable to edit or cancel orders after they’ve been placed.

HOW DO I RETURN OR EXCHANGE AN ITEM?

If an item is unused, unworn, unwashed, we’ll take it back within 10 days of the item(s) being delivered to your door for an exchange / store credit. Original tags also must be attached. All sale items are final sale and not eligible for exchanges / store credit. Please refer to our Return Policies page for more information.

DO YOU SHIP INTERNATIONALLY?

We do not offer international shipping at this time.

HOW DO I TRACK MY ORDER PROCESSING AND SHIPMENT?

After completing the checkout process, you will receive a confirmation email with the details of your order. Once our team ships your order, you will receive an email with your UPS tracking number. Order fulfillment and tracking also are available in Shopify. If you do not receive confirmation emails, please reach out to gc@genachandler.com.

WHAT HAPPENS IF MY PACKAGE IS LOST OR STOLEN?

Gena Chandler is not responsible for lost or stolen packages after they ship. Please reach out to UPS to file a claim.

WHAT SHOULD I DO IF MY ITEM ARRIVES DAMAGED?

If an item arrives damaged, please email gc@genachandler.com with your name, order number, description of the damage, and pictures. If the damage occurred during shipment, please reach out to UPS to file a claim.

DO YOU PRICE MATCH?

Please email gc@genchandler.com regarding price matching items. We ask you to include a direct link of the item on sale on another website, and we will get back to you ASAP.

DO YOU OFFER PRICE ADJUSTMENTS?

We do not offer price adjustments on any purchases. All sale items also are considered final sale.

AN ITEM IS LISTED AS SOLD OUT. CAN I SPECIAL ORDER IT?

If an item is no longer listed for sale on our website, it most likely is out of stock. However, please call or text us at 919-881-9480 or email gc@genachandler.com to confirm as inventory changes quickly! At this time, we do not offer special orders, so we encourage you to purchase any items that catch your eye!

CAN I REDEEM A GIFT CARD OR STORE CREDIT ONLINE?

Yes! Gift cards and store credits can be redeemed in store or online. Please call the store at 919-881-9480 for assistance with online orders.

STILL HAVE A QUESTION?

Call or text us at 919-881-9480, email gc@genachandler.com, or send us a direct message. We are here to help!