FAQ
Welcome to our Customer Service page. This page is broken down below into four categories: ordering, shipping, returns and miscellaneous. As always, if you can't find an answer to your question please contact us at info@grahamandspencer.com or by phone at (888) 473-2410 / Monday-Friday 8:30am-5:00pm PST.
Will my credit card be charged immediately?
Your credit card will be charged as soon as your order is accepted. When you enter your credit card information on the final review page, we'll give you an order confirmation number. You will also immediately receive an e-mail confirming that your order has been received. We will send you another e-mail to notify you when your order has been shipped. While we will do our best to ship your order the same day, we commit to shipping all orders by the next business day. Any orders placed on Saturday, Sunday or Holiday will be shipped on the next business day.
Do you have a size chart?
Yes. Please find our size chart below.
Why did you call or e-mail me to verify my order?
For your own security and protection, if in the normal course of fraud control we find something suspicious regarding your order, we will call or e-mail you to verify your information.
How do I know that my order has been shipped?
When your order has been shipped, we will send you a shipping notification e-mail that will include tracking information. If you created a Graham & Spencer account all order status details including tracking information can be found by logging in. You can login here.
How do I change or cancel an order?
If for any reason you would like to change or cancel your order, please email customer service at info@grahamandspencer.com as soon as possible. We will make every effort to accommodate your request. However, keep in mind our system is designed to fulfill orders as quickly as possible. As a result, we cannot cancel or change an order once it has shipped.
What are my payment options?
We accept Visa, MasterCard, American Express and Discover.
Are purchases on this website really tax free?
We collect sales tax only in states where we have a physical presence.
Is ordering over the internet secure?
Yes. Secure Socket Layer (SSL) encryption is used for every transaction in order to ensure that your order is secure. SSL encrypts the transmissions from our ecommerce servers as well as your computer. SSL encryption works by forming a matched pair with the transmission from your computer transmission and our server, so that only data to and from these sources can be valid.
What are your shipping fees?
Once your package leaves our warehouse, you should receive it in about 1-5 business days. Express mail will arrive the next business day. If an order is placed with us and then refused, you will be responsible for the original shipping costs, as well as any duties, taxes and/or customs charges that were incurred in shipping the package. These amounts will be subtracted from your merchandise refund.
| ORDER TOTAL | USPS PRIORITY MAIL | USPS EXPRESS MAIL |
| 1 ITEM | $8.95 | $28.95 |
| 2 ITEMS | $10.95 | $32.95 |
| 3 ITEMS | $12.95 | $36.95 |
| 4 ITEMS OR MORE | $14.95 | $39.95 |
Free Shipping on all orders over $300: Free shipping offer valid on orders shipped in the Continental United States and applied to ground shipping only. If you choose 2-day or overnight shipping, regular charges will apply. Previous purchases are not eligible for adjustments.
What is your return/exchange policy?
If you are not 100% satisfied with your purchase, you can return your order to us for a full refund. Your refund will be in the form and amount tendered in the original transaction. All returns must be received within 30 days of purchase, and must be unwashed, unworn, unused and in their original condition with receipt and tags attached.
Where do I ship my return/exchange?
Returns and exchanges must be mailed to the address on our return form that was included in your package. You must use our return form to properly process your return/exchange. If you misplaced your return form and need another one, please email customer service at info@grahamandspencer.com.
How should I ship my return/exchange?
Pack and seal your box securely, in the original package if possible. To be properly processed, you return/exchange must include a completed return form. You should ship your return/exchange with a carrier who will provide your package with a tracking number to ensure that your package does not get lost. Packages must be returned prepaid. We do not accept cod.
When will my credit card be refunded?
Once your package has been received, your refund or exchange will be processed within 7 business days. If there is a refund due, a credit will be issued in the original form of payment.
The credit may not show up until your credit card's next monthly billing cycle. You will be notified via email to the address listed on your order when this transaction has taken place. Please note that your banking institution may require additional days to process and post this transaction to your account once they have received the information from us. When processing your exchange we automatically credit you in the original form of payment and reauthorize a new payment for your exchange. If you have used a banking or debit card your financial institutions policies may result in a non-sufficient funds charge if you are executing a return/exchange.
Can you tell me when new products or special promotions are announced?
Yes. Simply register with us and you will be eligible to receive e-mail updates on new products, sales, events and other special announcements. Click here to get started.
Where is the nearest store near me?
Searching for a store near you that sells our products is easy. To find a store in your area, go to this page.
Are the products on the website the same as in the stores?
Yes. Although our website may have a greater selection than a store in your area, the products are the same. To find a store in your area, go to this page.
What is your privacy policy?
We will never share your e-mail address or personal information with any third parties. Any information collected on this website will be used for fraud control, order verification or internal marketing purposes only. For more details on our privacy policy, click here.
Is my personal and credit card information safe on your website?
Yes. We've taken several steps to ensure all information received from our online visitors is secure from unauthorized access and use. All transactions are completed on a secure server. In secure mode, your computer and our server send data back and forth in an encrypted format.
