FREQUENTLY ASKED QUESTIONS
How Do I Reach Customer Service?
The best way to contact us is by email:
Customer Service Hours: 9-5 Allow up 24 Hours for a response.
Questions/ DMs/ Comments will not be addressed on Social Media, the best way to reach us is via e-mail.
How do I know if something is in stock?
Please check the website www.ishopglam.com
Calling or emailing for item updates does not guarantee that an item will be available in store or online when you are ready to purchase. The best way to secure an item is to order online or physically be in the store for purchase.
Can you hold an item?
Unfortunately, we can not hold items. The best way to secure your purchase is to order online or physically shop in the store.
We “Do Not” hold items under No circumstances.
My purchase was refunded and now it’s out of stock!
Sometimes multiple orders come in at the same time for the same item causing it to be unavailable. If this happens your order will be refunded. Orders are filled in chronological order.
Why can’t I try on items in store?
Corona Virus (Covid-19) We understand the frustration of not being able to try clothes on at this time, but it is necessary to close our fitting rooms for the safety of our customers and staff.
Why do you view my cvv in store or need my complete signature?
When using a credit card for purchase, it must be your card. To prevent fraud in store we request a complete signature that matches your ID to avoid future discrepancies.
The cvv code on your card can be verified at the time of purchase to reduce fraud.
Credit card information and CVV Codes are required too complete purchases for online and phone orders. Your information is not used for any other purposes than the current order. CVV numbers are only used for your transaction at that time.
Manual card entry will require retailers to type credit card information directly including cvv codes and billing zip codes.
“Merchants can request the cvv code from card holders as another way to screen fraudulent transactions.”.
We do not store credit card information!
Am I being recorded in store or videotaped?
Yes, We have constant surveillance of our store and the surrounding premises.
We reserve the right to photograph or record any suspicious activity in our store and on our premises for any reason including theft, fraud, property damages and threats.
How will I receive tracking information for my order?
All orders that are processed will receive a 5 digit order number via email or text (the email\ phone number that is used when placing the order on our website) immediately after the order is approved. Tracking numbers will be sent to that same email and/or phone number once the order ships. All orders are shipped via USPS (United States Postal Service). SEE SHIPPING POLICY
STORE PICKUP QUESTIONS
SEE STORE PICKUP POLICY BEFORE ORDERING
RECEIVED THE WRONG ITEM
SEE RETURNS AND EXCHANGE POLICY
What are processing and shipping times?
Depending on order volume, orders are usually processed same day. However, processing (pulling and packing and post office delivery) can take 1-2 business days before orders are moved to USPS. USPS can take up to 24 hours to update tracking information
(PRE-ORDERS). Once pre-orders arrive to our facility they will be packed and shipped in the order they were received. Please see items description on our website for updates on pre-order/delivery dates.
Due to Covid-19 (Corona Virus) Most carriers are experiencing shipping delays, due to low staff and rerouting packages to other facilities. Please be patient. Orders can take longer than expected at this time. Check tracking regularly for updates.
My package is saying delivered, but I don't see it
If you live in a complex please check with your front office building for possible deliveries there. If your item is visible to the street sometimes postal carriers will try and hide packages out of the way for security reasons. Please refer to your tracking number, the carrier will sometimes add exact delivery locations. Please check with other household members about packages. Some carriers will leave packages in hidden areas like backyards, garages and in doorways.
If you cannot locate your package, contact your local post office for next steps, most claim information is on the USPS.com, if the negligence is on their part, a claim can be filed for $50. Please contact them by phone1-800 ASK-USPS. See Shipping Policy for contact information. Claims can take up to 30 days.
Glam Shop Boutique (ishopglam) Does NOT issue refunds or credits for packages that the carrier confirms as being delivered.
What happens If I received a damaged item or never received an item?
At I SHOP GLAM we pride ourselves on providing quality items. Each item is shipped directly from our warehouse, directly from the manufacturer, never worn or tried on. Once we receive the items, they are inspected before being shipped out. However, we understand that defects happen. Please send us an photo email of the item, the same day you receive the item with "Defective Item" as the subject line, and we will further assist you on this issue. SEE RETURNS/EXCHANGES
All orders that are shipped have tracking numbers with proof of delivery times and the exact location that USPS delivered the package to. If you have not received your page please contact USPS at (800- ASK-USPS). Please be mindful, once the item ships from our warehouse we are not responsible for any delays the shipping carrier may have. Once the package is with USPS, we are not responsible for lost or stolen packages, however we are here to help resolve any issues that we can.
International Shipping allow 7-14 days excluding Sundays and customs processing times (Due to Covid-19) carriers are experiencing delays with International shipments. Please be very patient.
The item I want is sold out. How often are items restocked?
Depending on the demand for items, they can be restocked quickly, while others may not be restocked, and/or delayed. Please sign up for text/email alerts on our website for item restocks. We do not do personal restocks on items.
How do I know which size to order?
We have provided a link to a size chart for the most accurate sizing guide to fit our clothing, located at the bottom of the pages on our website. If you are still having trouble deciding which size is the best for you, we are here to help! Please contact us via email regarding the item you are inquiring about. We will be able to let you know whether the item runs true to size, small or larger in size to help you make a better decision.
I want to change my order.. What can I do?
Once an order is placed, you have 24 hours to modify the order. Please be mindful, the item you are inquiring about changing may be out of stock, which may result in your order being refunded to an I SHOP GLAM Gift Card, or keeping the original order. We will only modify orders for issues regarding the wrong size or color, otherwise all sales are Final.We will only modify orders within 24 hours, as long as the order has not already been shipped. NO EXCEPTIONS. Please contact Customer Service via email email@example.com, using "Cancel/Change" as the Subject Line. Please send a brief description along with your order number.
I AM MISSING AN ITEM(S) FROM MY ORDER
If you have received your items and noticed that an item from your order is missing, please check your email to ensure that your order was not refunded by the company. Sometimes multiple orders come through for an item at the same time. When this happens, we we ship the order chronologically and refund the order that came through last. If your item was not in your package and we did not issue a refund, please contact us via e-mail at INFOATISHOPGLAM@Gmail.com with a description of the incident, your order number and photos of the item and packaging that you did receive. Please send the information within 48 hours of receiving your package. If the original items that was ordered are not available, we will issue an Ishopgalm store credit for the purchase price, excluding shipping cost. SEE RETURNS/EXCHANGES
Allow up to 48 hours for a response. Management will check cameras to back track and locate the missing item(s) when necessary.
MY ORDER WAS REFUNDED
Sometimes orders are refunded by iShopGlam because we received a HIGH RISK FRAUD ALERT on the order. If this happens the refund will be issued right away and an email will be sent to the email address attached to the order. To ensure you don't miss out on the items you are ordering please make sure your credit card, billing and name information matches and is entered correctly. Ishopglam reserve the right to refund any order that is suspected of fraud.
I Received a text or email to send verification before my order can be processed.
If you received a verification request, your order had some level of fraud attached to it. Sometimes its simply mismatch address and billing information, CVV code (3 digits on the back of the credit card used is missing), card (name) information doesn't match billing information, shipping and billing information is different. We understand that sharing personal information comes with some risks, we only ask for for identity verification for proof that the credit information used belongs to the person who ordered. If you want the order to be processed please send the information to our email InfoatiShopglam@gmail.com or for faster processing you can also text info to (313) 468-753 (PLEASE DO NOT SEND YOUR WHOLE CARD NUMBER) We do not store card information.
IF WE REQUEST THIS INFORMATION PLEASE SEND IT WITHIN 24 HOURS TO SECURE YOUR ITEMS OR THE ORDER WILL BE SUBJECT TO CANCELLATION. YOU WILL RECEIVE AN EMAIL CONFIRMATION IF THE ORDER IS CANCELLED.
"CASHAPP TOOK MY MONEY OUT FOR THE ORDER, BUT I DIDNT RECEIVE AN ORDER CONFIRMATION"
If you didn't receive an order number (usually a 5 digit code) then most likely the order did not go through our system. In the past CashApp will return any funds removed from the account even if the order shows up on your account. Contact Cashapp regarding refunds. If we received the order, we will process it according to our shipping/store pickup policy. Please see Shipping policy and Store Pickup instructions.
I want to use AFTERPAY, but I don't see it
Afterpay is available after you have entered your merchandise to cart and proceed to the billing screen, after entering your name and address information. The next screen will offer you an option for PayPal, Shopify Pay and Afterpay. After selecting Afterpay you will be redirected to their site for a quick verification process. Have your credit card ready, the initial payment will be withdrawn at the time the order is made. Please use Afterpay.com or their App for further questions. We cannot see or access your Afterpay account.
Afterpay can be applied in store shopping. Simply grab your items, add them to cart, choose afterpay as a payment and store pickup. Bring items to counter once completed for completion of order. please have your identification available for pickup.