Customer Services

Registering

  • Why do I need to register?

     Registering with shop.catherinemalandrino.com allows you to quickly and easily make future purchases.

    You may access your account by using your email address and a password that you have created. Only you will have access to this information. If you are signed up on our email list, this does not mean you are registered.

  • How do I register?

    Click on “my account” and you will be provided with a direct link that will walk you through the process.

    If you have never purchased from us before, please register with us to place an order. If you already have items in your cart and are ready to complete your order, simply click on "Checkout", and this will automatically direct you to our register page.

  • What if I forget my password?

    Simply visit this link. If you ever forget your password again, there is always a link on the “my account” page. Provide your email address and catherinemalandrino.com will email you a new password via a secure, encrypted connection. You may change your password by visiting “My Account” once you have logged-in successfully.

    Please note that passwords are case sensitive.

  • How do I change my password?

    Once you log-in to your account, you may change your password by clicking on “My Account”. Then click on “Account Information”. Next click on the link that says: “Change password”. Enter your new password and click on “Submit”.

    “My Account” is a useful destination for configuring your shop.catherinemalandrino.com account to your liking.

  • How do I make changes to my account profile?

    Log into your account, and click on “Account Information” located at the top of your account page. Make the necessary changes to your account, (i.e. email address, password, billing address, etc.) Scroll to the bottom of the page, and click on “Submit”

    The changes you have made will now be saved to your profile.

Shopping Online

  • How to shop online?

    Once you're done shopping, checking out is easy. You may always view the items you have added to your cart by clicking the "view cart" button on the menu bar at the top of any page. You may also checkout by clicking on the "checkout" hyperlink located on any item detail page.

    Once you are viewing the contents of your cart, you may adjust quantities in your cart by changing the number to the left of items, and then by clicking "recalculate" after all quantity adjustments have been made.

    Thinking of removing items from your cart?
    You may instead want to consider saving the items to your wish list for a future purchase. Items that you move to your wish list can later be moved back to your shopping cart, or you can send copies of your wish list to others in hopes of making your wishes come true. Please note, items added to your wish list do not ensure later availability. (You must log-in to use the wish list feature). You may always log-in by clicking “log-in” on the menu bar at the top of any page.

    Once you are ready to checkout with the items in your shopping cart, click on the “checkout” button in your shopping cart. At this point if you have not registered with us before, you will need to click on “register” to sign-up for a new account. If you have already registered with us before, simply sign-in using your email address and the password that you created for the account.

    Based on the contracts and relationships we have with our vendors, the merchandise sold on our site is intended for personal use only, and not for resale. We reserve the right to cancel orders that appear to be for resale purposes.

  • Item availability

    Although we make every effort to keep sufficient stock of items listed on our site, occasionally we do sell out of certain products. If we are out of stock for an item that you've ordered, we will notify you via e-mail.

    Any changes will be reflected in your order total as well as your shipping confirmation.

  • Do you have sizing information?

    Please reference the sizechart link to help determine your size when ordering from catherinemalandrino.com.

    If you are between sizes or need assistance selecting the proper size, please contact  robertd@catherinemalandrino.com.

  • Which credit cards do you accept?

    shop.catherinemalandrino.com accepts the following credit cards: Visa, Master Card, American Express, and Discover.

  • How can I track my order?

    You will receive an order confirmation once your order has been successfully transmitted. In addition, a shipping confirmation e-mail will be sent once your order has been shipped.

    This confirmation will include the tracking number for your package. You may check the status of your order at anytime by visiting “My Account” on the menu bar at the top of any page.

    Once you log-in to your account using your email address and password, click on “Order History” to view past orders and current orders that you have placed. From here you can determine when your order actually leaves catherinemalandrino.com.

  • How can I modify my order?

    Please contact Customer Service by email at robertd@catherinemalandrino.com to find out if it is possible to modify or cancel an existing order.

    Please be advised that once an order has been finalized we are unable to make any modifications to the order including cancellations.

  • Is Shopping Online Secure?

    Our secure servers use advanced encryption and firewall technology to keep your personal information private. Our secure server layer (SSL) software completely encrypts the information you input so that it cannot be read as it travels over the Internet to our order management system. We have extremely strong security measures in place to protect against the loss, misuse, or alteration of your information while it is in our control.

    Catherine Malandrino does not rent, trade, loan, or sell your personal information, or any other information that may identify you to third parties. We are committed to protecting our customers' privacy. The information we collect is used solely to process your order and to enhance your shopping experience. We also monitor customer traffic patterns and site usage in order to help us refine the design and layout of the store.

    If you have any questions about our privacy and security policies, please contact us at robertd@catherinemalandrino.com 

Shipping and Handling

  • Guidelines

    Orders placed Monday-Friday before 12 PM EST will begin processing that day, excluding holidays, and will ship within 2-3 business days pending availability and credit verification. All orders placed after 12 PM EST will begin processing the next business day, and ship within 2-3 business days. Arrival of your order should take place within 5 to 10 business days or less.

    Orders placed on Friday after 12 PM EST will begin processing on the following Monday. shop.catherinemalandrino.com will contact you with a follow-up email if the merchandise you have selected is not currently in stock or if we need additional identification provided for credit verification. We use UPS and therefore are unable to deliver to APO/FPO addresses, as well as P.O. Boxes. We do not offer Saturday delivery.

    DELIVERY TIME DOES NOT INCLUDE SATURDAYS, SUNDAYS NOR HOLIDAYS.

    *ALL GROUND SHIPMENTS placed on Wednesday after 12pm EST will be processed the following Monday.
    Normal customer service hours will resume the following Monday and all orders and inquiries will continue to be processed.

     

    PLEASE CONTACT  robertd@catherinemalandrino.com WITH ANY QUESTIONS ABOUT ORDER STATUS.

  • Do You Ship To Where I Live?
    Catherinemalandrino.com currently ships domestically within the United States.
  • Shipping restrictions

    We use UPS for delivery, and therefore are unable to deliver to APO/FPO addresses, as well as P.O. Boxes. We do not offer Saturday delivery.

Returns and Exchanges
  • What Is Your Return Policy?
    US Returns Policy
    • All returns must be made within 14 days of receiving the item in order for a return request to be processed. Once a return request is received a Return Authorization Number is then issued. Please contact robertd@catherinemalandrino.com to obtain a Return Authorization Number.
    • All returns are to be registered with our Returns Department at robertd@catherinemalandrino.com. PLEASE NOTE: Returns cannot be accepted without a Return Authorization Number. See “How To Make a Return” for more information.
    • A Return Authorization Number is issued solely as a preliminary return management measure. PLEASE NOTE: A Return Authorization Number does NOT guarantee that a return will be accepted if the merchandise is found to be damaged or otherwise not in the original condition.
    •  All items MUST be returned new, unworn, and in their original condition with all garment tags attached.
    • Shoes must be returned new, unworn and in their original, undamaged shoebox as this is considered part of the product.
    • Accessories must be returned new, unused, in their original condition and with all tags attached.
    • To ensure that your return is adequately protected in transit, we recommend that you send your items to us in the original packaging provided.
    • All sale merchandise is considered FINAL SALE along with items purchased with a discount code/coupon. All items designated as FINAL SALE are non-refundable.


    PLEASE NOTE THAT MERCHANDISE PURCHASED ON SHOP.CATHERINEMALANDRINO.COM CANNOT BE RETURNED AT THE CATHERINE MALANDRINO STORE. ITEMS PURCHASED AT THE CATHERINE MALANDRINO STORE MUST BE RETURNED IN-STORE, IN ACCORDANCE WITH THEIR RETURN POLICY. WE APOLOGIZE FOR ANY INCONVENIENCE.

    Price Adjustments

    Price adjustments are NOT available at catherinemalandrino.com.

    Exchanges

    Due to the select nature of our merchandise, shop.catherinemalandrino.com regrets that we cannot guarantee availability of merchandise for exchanges. Please contact robertd@catherinemalandrino.com for exchange assistance.

    Non-refundable Items

    All SALE items are considered FINAL SALE and cannot be returned or exchanged. This includes ALL items purchased with a discount/coupon code.

    Any plastic wrapped items (i.e. “Lifestyle” items) are FINAL SALE and cannot be returned.

    If you do not understand the above policy or have any other questions, please feel free to contact Customer Service by phone 1.888.247.6811 Ext 126 or email at
    robertd@catherinemalandrino.com
    .

  • Where Do I Send My Return?

    Please send your return or exchange to:

    Catherine Malandrino
    E-Commerce Returns Department
    652 Hudson Street 
    New York, NY 10014 

  • How Do I Make A Return?

    To make a return please follow the procedure below:

    1. Email  robertd@catherinemalandrino.com  to request a Return Authorization Number within 14 days of receiving your order. Please allow our Returns Department 2 business days to process your request.
    2. Once you receive your Return Authorization Number you can take your package to any authorized UPS drop-off location. PLEASE NOTE: Items must be returned to UPS within 48 hours of receiving your Return Authorization Number.
    3. You will receive email notification once your return has been received and processed.
      Thank You - Catherine Malandrino - shop.catherinemalandrino.com

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