FAQ

How can I get in contact with you?

You can contact our customer support team by emailing support@evelynthomasnewyork.com. We’ll respond as quickly as possible.

Please note that we do not provide customer support through Instagram or Facebook. To avoid delays, we kindly ask that you send only one email per inquiry. Thank you for your understanding!

Which payment methods are available?

We offer the following secure payment options at checkout:

• Credit & Debit Cards: VISA, MasterCard, and American Express.

• Digital Wallets: Apple Pay, Google Pay, and Shop Pay.

• PayPal

Your payment will be processed securely once your order is finalized.

How long does it take to receive my order?

Orders are typically delivered within 7–14 business days. Delivery times may vary depending on your location and shipping conditions.

For more information, please refer to our Shipping Policy.

When will my order be dispatched?

Most orders are processed and shipped within 1–5 business days after purchase. Processing times may vary depending on product availability.

Please note that orders are not dispatched on weekends or public holidays.

For additional information, please visit our Shipping Policy.

Where can I find my order information?

Once you have successfully placed your order, you will receive an order confirmation email at the email address provided during checkout.

If you haven't received your confirmation email, please check your spam or junk folder and add support@evelynthomasnewyork.com to your safe sender list.

You can also check your order status through our Track Your Order page.

Can I change the delivery address for my parcel?

If your order has not yet been processed, we may be able to update your shipping address.

Please contact us as soon as possible at support@evelynthomasnewyork.com.

Once your order has been processed or dispatched, we can no longer guarantee any address changes.

Please ensure that your shipping information is correct before completing your purchase, as customers are responsible for providing accurate delivery details.

What happens if my package is lost?

Although lost packages are rare, we understand how frustrating this can be.

If your package has not arrived, we recommend contacting the shipping carrier directly using your tracking information.

You can also contact our customer support team at support@evelynthomasnewyork.com for assistance.

Please keep any relevant tracking information and proof of postage, as these may be required to investigate missing or misdelivered parcels.

Will my delivery charges be refunded if I make a return?

Shipping fees, duties, and taxes are generally non-refundable, except where required by applicable law.

For more details about returns and refunds, please refer to our Return Policy.

What if I'm unsure about sizing?

At Evelyn & Thomas New York, we want you to feel confident and comfortable with every purchase.

We recommend reviewing our Size Guide before placing your order to ensure the best possible fit.

If you have any questions about sizing or a specific product, feel free to contact our customer support team at support@evelynthomasnewyork.com.

Why was my order canceled?

We're sorry if your order was canceled!

Orders may occasionally be canceled due to payment verification issues, product availability, or other unforeseen circumstances.

If your order has been canceled, please contact support@evelynthomasnewyork.com, and our team will be happy to assist you.

How can I cancel my order if I change my mind?

At Evelyn & Thomas New York, we use an automated order processing system to ensure your purchases are handled as efficiently as possible.

If you wish to cancel your order, please contact us within 24 hours of placing your order.

Once your order has entered the shipping process, we may no longer be able to cancel it.

For assistance, please email support@evelynthomasnewyork.com.

What if I ordered the wrong item or size?

If you accidentally ordered the wrong item or size, please contact our customer support team as soon as possible.

We may be able to make adjustments before your order has been processed or dispatched.

Unfortunately, once your order has been shipped, changes can no longer be made.

Please email support@evelynthomasnewyork.com for assistance.

How can I check the status of my order?

Once your order has been processed and shipped, you will receive an email containing your tracking information.

You can monitor your shipment through our Track Your Order page using your tracking number, order number, email address, or phone number.

Please allow some time for tracking information to become available after dispatch.

How do I return an item?

We're sorry to hear that your purchase didn't meet your expectations!

For detailed information about returns, exchanges, eligibility, and refund procedures, please visit our Return Policy page.

If you need additional assistance, our customer support team is available at support@evelynthomasnewyork.com.