Customer Care

ON-LINE PURCHASE INFORMATION FOR 3.1 PHILLIP LIM RETAIL, LLC (“3.1 PHILLIP LIM”)
REVISED AS OF: November 26, 2013.

THIS ON-LINE PURCHASE INFORMATION GOVERNS PURCHASES MADE THROUGH THIS WEB SITE AND DOES NOT APPLY TO PURCHASES MADE IN 3.1 PHILLIP LIM BRANDED STORES WORLDWIDE.

PRODUCT AVAILABILITY

ALL PRODUCTS ARE SUBJECT TO AVAILABILITY. WHILE WE MAKE EVERY EFFORT TO ONLY DISPLAY ITEMS THAT ARE CURRENTLY IN STOCK AND AVAILABLE TO SHIP, THERE MAY BE INSTANCES FROM TIME TO TIME WHERE WE RUN OUT OF STOCK IN AN ITEM. ONCE AN ORDER IS PLACED, YOU WILL RECEIVE AN EMAIL CONFIRMATION. PLEASE NOTE, HOWEVER, THAT THIS EMAIL CONFIRMATION DOES NOT GUARANTEE THE AVAILABILITY OF THE PRODUCTS YOU SELECTED FOR PURCHASE. UPON YOUR ORDER BEING APPROVED AND PROCESSED FOR SHIPMENT YOU WILL RECEIVE A SECOND EMAIL CONTAINING THE DETAILS OF YOUR ORDER AND A TRACKING NUMBER.

AS NECESSARY, WE RESERVE THE RIGHT TO LIMIT THE QUANTITY OF PRODUCTS WE SUPPLY; SUPPLY ONLY PART OF AN ORDER OR TO DIVIDE UP ORDERS. WE ALSO RESERVE THE RIGHT TO ALTER THE TERMS OR DURATION OF ANY SPECIAL OFFERS OR SALE PROMOTION. IF WE ARE UNABLE TO FILL YOUR ORDER WE WILL ATTEMPT TO CONTACT YOU AND IF WE ARE UNABLE TO CONTACT YOU, WE WILL TREAT THE ORDER AS CANCELLED.EACH CLIENT MAY MAKE ON-LINE PURCHASES OF UP TO TEN ITEMS PER STYLE. IF YOU WOULD LIKE TO PURCHASE ADDITIONAL QUANTITIES, PLEASE CONTACT A 3.1 PHILLIP LIM SALES REPRESENTATIVE. customercare@31philliplim.com

EACH CLIENT MAY MAKE ON-LINE PURCHASES OF UP TO TEN ITEMS PER STYLE. IF YOU WOULD LIKE TO PURCHASE ADDITIONAL QUANTITIES, PLEASE CONTACT A 3.1 PHILLIP LIM SALES REPRESENTATIVE. customercare@31philliplim.com

PRICING AND PAYMENT OPTIONS

WHILE WE TRY TO ENSURE THAT ALL PRICES ON OUR WEB SITE ARE ACCURATE, ERRORS MAY OCCUR. IF WE DISCOVER AN ERROR IN THE PRICE OF THE MERCHANDISE YOU HAVE ORDERED, WE WILL GIVE YOU THE OPTION OF RECONFIRMING YOUR ORDER AT THE CORRECT PRICE OR CANCELING IT. IF WE ARE UNABLE TO CONTACT YOU, WE WILL TREAT THE ORDER AS CANCELLED.

TITLE TO ANY PRODUCTS YOU ORDER ON THIS WEB SITE, AND RISK OF LOSS OR DAMAGE TO PRODUCTS, PASSES TO YOU ON DELIVERY OF THE PRODUCTS, PROVIDED THAT WE HAVE RECEIVED PAYMENT IN FULL FOR THE PRODUCTS.

PRICES DISPLAYED ON THE 3.1 PHILLIP LIM WEB SITE ARE QUOTED IN U.S. DOLLARS. 3.1 PHILLIP LIM ONLY ACCEPTS AMERICAN EXPRESS, MASTERCARD, VISA AND DISCOVER FOR ON-LINE PURCHASES.

PLEASE NOTE THAT YOUR CREDIT CARD WILL NOT BE CHARGED AT THE TIME YOU SUBMIT YOUR ORDER. THE TRANSACTION WILL BE CHARGED TO YOUR CREDIT CARD ONLY AFTER WE HAVE VERIFIED YOUR CARD DETAILS, RECEIVED CREDIT AUTHORIZATION, CONFIRM STOCK AVAILABILITY, AND YOUR ORDER IS READY TO BE SHIPPED.

PRICE ADJUSTMENT POLICY

3.1 PHILLIP LIM IS HAPPY TO OFFER A ONE-TIME PRICE ADJUSTMENT ON FULL-PRICE ITEMS PURCHASED WITHIN SEVEN DAYS OF THE ITEM BEING PLACED ON SALE. PLEASE BE AWARE THAT THE EXACT STYLE, SIZE AND COLOR MUST BE AVAILABLE FOR PURCHASE AT THE TIME OF REQUEST. ALL APPROVED SALE PRICE ADJUSTMENTS WILL BE CREDITED TO THE CARDHOLDER IN THE ORIGINAL FORM OF PAYMENT WITHIN TEN BUSINESS DAYS.

WE ARE UNABLE TO OFFER A PRICE ADJUSTMENT ON ITEMS ORIGINALLY PURCHASED IN A SALE OR ON ANY SPECIAL PROMOTION ITEMS THAT ARE TEMPORARILY REDUCED IN PRICE. ONCE AN ITEM HAS BEEN PURCHASED AT A DISCOUNTED SALE PRICE, NO PRICE ADJUSTMENT WILL BE OFFERED SHOULD THE ITEM BE FURTHER MARKED-DOWN.

WE DO NOT PRICE MATCH ITEMS PLACED ON SALE WITH ANOTHER RETAILER OR ONLINE STORE.

SALES TAX

3.1 PHILLIP LIM CHARGES STATE, LOCAL AND COUNTY TAXES ON ON-LINE TRANSACTIONS, AS REQUIRED BY APPLICABLE LAWS. PLEASE NOTE THAT YOUR ON-SCREEN TRANSACTION TOTAL REFLECTS ESTIMATED TAX. THE ACTUAL SALES TAX WILL BE CALCULATED WHEN YOUR ORDER IS SHIPPED AND MAY VARY FROM THE ESTIMATED TAX.

SHIPPING AND DELIVERY

ALL DOMESTIC ORDERS ARE SHIPPED VIA FEDERAL EXPRESS.

FOR SECURITY REASONS, 3.1 PHILLIP LIM ON-LINE PURCHASES REQUIRE A SIGNATURE UPON DELIVERY. IN ADDITION, PURCHASES MAY NOT BE SHIPPED TO P.O. BOXES OR APO/FPO ADDRESSES, WHICH ARE NOT AVAILABLE THROUGH FEDERAL EXPRESS.

TO ESTIMATE THE TOTAL DELIVERY TIME FOR YOUR PURCHASE, PLEASE ALLOW ONE TO TWO BUSINESS DAYS TO PROCESS YOUR ORDER FOR SHIPMENT, IN ADDITION TO THE TIME INDICATED BY YOUR PREFERRED SHIPPING METHOD (I.E. FEDERAL EXPRESS NEXT DAY, SECOND-DAY, GROUND). ORDERS ARE PROCESSED AND DELIVERED MONDAY THROUGH FRIDAY, EXCLUDING HOLIDAYS. 3.1 PHILLIP LIM CANNOT BE RESPONSIBLE FOR UNANTICIPATED DELAYS.

DOMESTIC SHIPPING METHODS AND FEES
NEXT DAY
$35.00
SECOND-DAY
$25.00
GROUND
FREE*

*3.1 PHILLIP LIM OFFERS FREE FEDEX GROUND SHIPPING ON ALL ORDERS SHIPPED WITHIN THE 48 CONTIGUOUS STATES.

TRACKING

A SHIPPING CONFIRMATION IS EMAILED TO YOU AS SOON AS YOUR PURCHASE HAS BEEN SHIPPED. WE PROVIDE TRACKING NUMBERS CONTAINED WITHIN THE SHIPMENT NOTIFICATION EMAIL WHEN YOUR ORDER LEAVES OUR DISTRIBUTION CENTER, AND MAINTAIN A TRACKING NUMBER FOR EACH DELIVERY. IF YOU HAVE QUESTIONS ABOUT THE DELIVERY OF YOUR PURCHASE, PLEASE CONTACT A SALES REPRESENTATIVE VIA EMAIL AT: customercare@31philliplim.com

RETURN POLICY FOR ON-LINE PURCHASES.

3.1 PHILLIP LIM WANTS TO ENSURE YOUR COMPLETE SATISFACTION. FOR 3.1 PHILLIP LIM ONLINE PURCHASES ONLY, WE WILL ACCEPT FULL-PRICED MERCHANDISE ACCOMPANIED BY A RETURN AUTHORIZATION NUMBER. THE RETURN AUTHORIZATION MUST BE REQUESTED WITHIN 14 DAYS OF RECEIVING YOUR ORDER. RETURN PACKAGES MUST BE POSTMARKED NO LATER THAN 30 DAYS FROM THE DATE OF ORIGINAL PURCHASE. SALE MERCHANDISE IS A FINAL SALE

MERCHANDISE MUST BE RETURNED WITH THEIR ORIGINAL PACKAGING AND FOOTWEAR MUST BE TRIED ON CARPETED SURFACES ONLY. MERCHANDISE MUST BE UNUSED, UNWORN AND IN AN UNALTERED CONDITION. ALL ORIGINAL TICKETS MUST BE ATTACHED AND A COPY OF YOUR INVOICE MUST BE ENCLOSED WITH YOUR RETURN AUTHORIZATION NUMBER CLEARLY DOCUMENTED.

3.1 PHILLIP LIM RESERVES THE RIGHT TO REFUSE THE RETURN OF ANY MERCHANDISE THAT DOES NOT MEET THE ABOVE CRITERIA. IN SUCH INSTANCES, 3.1 PHILLIP LIM WILL SEND THE PRODUCT(S) BACK TO THE CUSTOMER.

  • REFUNDS MAY ONLY BE ISSUED IN THE SAME FORM AS PAYMENT AND SHIPPING COSTS ARE NON-REFUNDABLE.
  • FOR MULTIPLE PRODUCT ORDERS, WE KINDLY ASK THAT THE MERCHANDISE BE RETURNED IN ONE CONSOLIDATED PACKAGE.
  • PLEASE NOTE THAT A DIFFERENT RETURN POLICY IS APPLICABLE FOR IN-STORE PURCHASES, AND ONLINE PURCHASES CANNOT BE RETURNED IN-STORE AT THIS TIME.

INSTRUCTIONS FOR RETURNING MERCHANDISE ARE INCLUDED WITH EACH SHIPMENT. UPON RECEIPT OF RETURNED MERCHANDISE, EVERY EFFORT WILL BE MADE TO ENSURE A PROMPT REFUND AND AN EMAIL NOTIFICATION WILL BE SENT ONCE THE RETURN HAS BEEN PROCESSED.

RETURN BY MAIL

Please request return authorization number within 14 days of receiving your order by emailing customercare@31philliplim.com for assistance with your return.

OR IF YOU CREATED YOUR ORDER WITH AN ACCOUNT, SIGN INTO ‘MY ACCOUNT’. IN ‘PURCHASE HISTORY’, SELECT YOUR ORDER FROM THE DROP-DOWN MENU AND CLICK ON THE ITEMS YOU WOULD LIKE TO RETURN.

  1. PACK YOUR UNUSED MERCHANDISE SECURELY AND ENSURE THAT THE RETURN AUTHORIZATION NUMBER IS INDICATED ON A COPY OF YOUR INVOICE.
  2. PLEASE ENSURE THAT YOUR PACKAGE IS INSURED FOR THE FULL VALUE, AND SENT VIA A TRACEABLE METHOD, SUCH AS FEDEX, UPS, OR USPS PRIORITY MAIL.
  3. ONCE WE HAVE RECEIVED AND PROCESSED YOUR RETURN YOU WILL BE NOTIFIED BY EMAIL. PLEASE ALLOW 2-3 WEEKS FROM THE SHIPPING DATE FOR YOUR RETURN.

FOR AN EXCHANGE OF A PRODUCT, PLEASE FOLLOW THE RETURN GUIDELINES AND PLACE A NEW ORDER ONLINE. YOUR REFUND WILL BE PROCESSED WITHIN 2-3 WEEKS AFTER THE RETURN SHIPPING DATE AND YOUR ACCOUNT WILL BE CHARGED ONCE THE EXCHANGE ITEM HAS BEEN SHIPPED.

PLEASE SEND ALL RETURNS AND EXCHANGES TO THE FOLLOWING ADDRESS:

STELLAE INTERNATIONAL INC.
C/O 31PLO
1111 MARCUS AVENUE, UNIT 5A
LAKE SUCCESS, NY 11042

PLEASE NOTE DEPENDING ON THE DELIVERY SERVICE OF CHOICE (IE. FEDEX, UPS, USPS), WHEN SPECIFYING THE CITY, LAKE SUCCESS, AND NEW HYDE PARK ARE INTERCHANGEABLE FOR ZIP CODE 11042.

INTERNATIONAL ORDERS.

3.1 PHILLIP LIM IS PLEASED TO NOW OFFER SHIPPING WORLDWIDE. 3.1 PHILLIP LIM HAS PARTNERED WITH A TRUSTED THIRD-PARTY COMPANY, INTERNATIONAL CHECKOUT, TO FULFILL ORDERS FOR OUR INTERNATIONAL CUSTOMERS. INTERNATIONAL CHECKOUT IS A LEADING INTERNATIONAL ORDERING PROVIDER OFFERING SECURE INTERNATIONAL TRANSACTIONS AND CUSTOMER SUPPORT TO OVER 250 DESTINATIONS INCLUDING APO/FPO ADDRESSES.

SIMPLY PUT THE ITEMS YOU WISH TO PURCHASE IN OUR SHOPPING CART AND CHOOSE THE "INTERNATIONAL CHECKOUT" OPTION WHEN YOU PROCEED TO PURCHASE. YOUR ITEMS WILL BE TRANSFERRED TO INTERNATIONAL CHECKOUT FOR PROCESSING. YOU MAY PAY BY INTERNATIONAL CREDIT CARD, PAYPAL OR BANK TRANSFER. INTERNATIONAL CHECKOUT WILL PROCESS YOUR ORDER, INCLUDING BILLING, SHIPPING AND CUSTOMER SERVICE. ONCE YOUR ORDER IS COMPLETED, ALL INQUIRIES, INCLUDING RETURNS AND EXCHANGES SHOULD BE DIRECTED TO INTERNATIONAL CHECKOUT AT SUPPORT@INTERNATIONALCHECKOUT.COM.

TO CHECK THE STATUS OF YOUR ORDER OR TRACK YOUR PACKAGE, PLEASE LOGIN TO YOUR INTERNATIONAL CHECKOUT ACCOUNT AT: here

PLEASE VISIT THE INTERNATIONAL CHECKOUT CUSTOMER SERVICE PAGE FOR MORE INFORMATION AND PHONE NUMBERS IN YOUR AREA.

CHANGES/CANCELLATIONS

IF YOU WISH TO CANCEL OR MODIFY YOUR ORDER, PLEASE SEND AN EMAIL AS SOON AS POSSIBLE TO customercare@31philliplim.com. WE WILL MAKE EVERY EFFORT TO ACCOMMODATE YOUR REQUEST, HOWEVER, ONCE AN ORDER HAS BEEN PROCESSED FOR SHIPMENT WE ARE UNABLE TO MODIFY OR CANCEL THE ORDER FOR ANY REASON. IN THIS CASE, PLEASE REFER TO OUR RETURN POLICY AND RETURN YOUR PURCHASE ONCE YOU HAVE RECEIVED IT. IF YOU WOULD LIKE TO PURCHASE A DIFFERENT PRODUCT, PLEASE VISIT OUR WEB SITE OR CONTACT A 3.1 PHILLIP LIM ON-LINE SALES REPRESENTATIVE.

GIFT-WRAP

SHOULD YOU SELECT THE “GIFT-WRAP” OPTION AT CHECK OUT, international checkoutPRODUCTS WILL ARRIVE SUITABLE FOR GIFT GIVING IN 3.1 PHILLIP LIM PACKAGING. PRODUCTS ARE TISSUE WRAPPED AND ENCLOSED IN A SIGNATURE 3.1 PHILLIP LIM GIFT BOX. WE DO NOT OFFER ANY ALTERNATIVE GIFT WRAPPING OPTIONS AT THIS TIME.

REPAIRS

ALL ITEMS ARE QUALITY CONTROLLED AND CHECKED FOR FAULTS BEFORE THEY ARE SHIPPED TO CUSTOMERS. SHOULD YOU RECEIVE AN ITEM THAT IS NOT IN PERFECT CONDITION PLEASE CONTACT CUSTOMER CARE IMMEDIATELY.

FOR ALL OTHER REPAIR REQUESTS PLEASE CONTACT customercare@31philliplim.com. PLEASE NOTE THAT WE CAN ONLY REPAIR ITEMS PURCHASED FROM THIS WEB SITE OR 3.1 PHILLIP LIM BRANDED STORES. FOR ITEMS PURCHASED THROUGH OUR AUTHORIZED RETAILERS, PLEASE CONTACT THE RETAILER DIRECTLY FOR THEIR SPECIFIC POLICY.

CONTACT US

FOR ADDITIONAL ASSISTANCE CONCERNING OUR ON-LINE STORE OR YOUR ON-LINE PURCHASE, PLEASE CONTACT US VIA EMAIL AT customercare@31philliplim.com OR:

3.1 PHILLIP LIM RETAIL, LLC
304 HUDSON STREET, 
8TH FLOOR NORTHNEW YORK, NY 10013
TEL +1 855 212 3175

MONDAY – FRIDAY, 10AM – 6PM EST