FAQ
WHAT ARE YOUR RETURN POLICIES?
Full price merchandise can be returned for a full refund or exchange within 15 days of the date of receipt.
All sale merchandise is a final and cannot be returned or exchanged at any time.
Merchandise returned after the deadlines above may be returned for online store credit only. The amount of the credit will be the current online store price of the merchandise returned.
Returned items will only be accepted if they have not been worn, washed, damaged, soiled or altered in any way. All tags must be attached and the items must be in their original condition. Footwear must be in their original condition and not worn. Items must be returned in their original packaging to ensure that they are adequately protected upon return. Shoeboxes are considered part of the product and should be protected when shipping for a return or exchange. We will not accept a shoe return if the shoes have been worn and/or the box is damaged. Dust bags must be included with returns, where applicable.
Our online store can only accept merchandise that has been purchased directly from our website. Merchandise purchased at our New York boutique must be returned or exchanged at that location. Merchandise purchased at any other retailers must be returned to the respective retailer. We cannot accept any merchandise that has not been purchased from our online store.
If you received an item as a gift, you may exchange the item for online store credit only. Please contact customer service at cs@cynthiavincent.net to make arrangements for an exchange.
All sample sale purchases are final and we do not accept returns or exchanges on sample sale merchandise.
Upon receipt of returned merchandise, Twelfth Street by Cynthia Vincent reserves the right to deny a refund if the merchandise does not meet the return policy requirements.
Shipping and handling charges are not refundable.
WHAT’S THE STATUS OF MY ORDER?
You will receive an email from orders@cynthiavincent.net once your order has been received and you will receive an additional email once your order has shipped which will contain tracking information.
If you need additional assistance, you may contact customer service at cs@cynthiavincent.net to inquire about the status of your order.
HOW CAN I CANCEL MY ORDER?
Once your order is placed, we cannot change or cancel the order.
If you need additional assistance, you may contact customer service at cs@cynthiavincent.net
HOW CAN I EXCHANGE A GIFT I RECEIVED?
If you received an item as a gift, you may exchange the item for online store credit only. Please contact customer service at cs@cynthiavincent.net to make arrangements for an exchange.
WHICH CREDIT CARDS DOES TWELFTH STREET BY CYNTHIA VINCENT ACCEPT?
Our online store currently accepts Visa, MasterCard, American Express and Discover.
WHAT IF I HAVE A PROBLEM WITH A TWELFTH STREET BY CYNTHIA VINCENT PRODUCT?
We will handle repairs free of charge that result from a production or manufacturing defect. We will not handle repairs that are the result of normal wear and tear. Items that are damaged as a result of normal wear and tear are not considered faulty. Please contact customer service at cs@cynthiavincent.net to arrange for your item to be repaired. Once we receive your item, we will determine whether or not the damage is from a production or manufacturing defect and if so, repair it free of charge.
HOW DO I REDEEM A GIFT CARD?
Please contact customer service at cs@cynthiavincent.net to redeem your gift card.
HOW DO I KNOW IF AN ITEM IS IN STOCK?
All items are in stock unless listed as “SOLD OUT”. Please note that even if you have an item in your shopping cart, another customer can still purchase it until you have completed your order. Placing an item in your shopping cart does not ensure that the item is available upon checkout. If a specific size of an item is not listed, that means we do not have that size in stock.
MY ITEM THAT I RECEIVED LOOKS DIFFERENT THAN ONLINE. WHY IS THIS?
We have made every effort to ensure that our merchandise is displayed as accurately as possible on our online store. However, computer monitors vary in their display and thus we cannot guarantee that the color of our merchandise is displayed accurately on your monitor.