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Frequently Asked Questions

FREQUENTLY ASKED QUESTIONS

Q: How do I place my order online?

A: It’s easy – Just browse through the category of your choice, and click on the item you’d like to see. Select your size, color preference and quantity and click “add to cart” (if size or color choice is not available, it will not appear as an option). You can checkout, or continue to browse and add additional items to your shopping bag. When you are ready to checkout, just click on your shopping cart.

Q: What happens after I place an online order?

A: After you submit your order, you will receive an email confirmation so you know the order has been received. In-stock merchandise will typically be shipped within 24 hours (with the exception of orders containing items being hemmed) and you will receive a shipment confirmation via email. Orders should arrive in approximately 3 to 8 business days. If you have an account with us, you will be able to check your shipping and order status online, including tracking (if available).

Q: How can I see my order status?

A: Your shipment confirmation email will contain information on the day your item(s) shipped, the carrier and tracking information (if available). Also, if you are registered with us, you can login and check the status of your order there. Unsure if you have an account? Simply click here and sign in or create a new account. Another way to check your status is to call our customer service staff at 1-844-755-7344. They are available Monday - Friday 8:30am to 5:00pm EST.

Q: Is online ordering secure?

A: We've done our best to ensure the privacy and security of your transaction with us, and we do not store your credit card data online. Your credit card number and other personal data will be treated with the highest standards of safety, security and confidentiality. All orders placed on our site are encrypted using state-of-the-art SSL technology. PLEASE NOTE: In order to place your order on our site, you must use a SSL-enabled browser. Please see next question for more information. 

Q: What methods of payment do you accept?

A: We accept Visa, MasterCard and American Express.

Q: How do I use my gift certificate online?

A: Currently we only accept gift certificates via the phone. Please call 1-844-755-7344 to redeem your gift certificate.

Q: Will you charge sales tax on my order?

A: We collect sales tax on orders shipped to New York.

Q: Why is my item on backorder?

A: Items that are not available to ship when an order is placed are on backorder and will ship at a later date. We will provide you with an approximate ship date for your item(s) at the time you make your selection. Please note, you will not be charged until the item ships. Backorder dates are approximate and may change. We will inform you by email or letter if this date changes.

Q: How do I determine the shipping charges on my order?

A: For a complete outline of our shipping charges, please click here.

Q: Can I return or exchange something I bought online?

A: Of course! For a complete guide to our return and exchange process and policies, please click here.

Q: How do I use a promotion code?

A: If you have a promotion code, you will be able to enter it into a field during checkout. On step 2 of the checkout process, you will see a box that says “Promo Code”. Enter your code here and click “Apply” to see the discount in your shopping bag. If you receive an error message, be sure to check that you typed the code in correctly. Also verify the rules of the code and expiration date. Please note that none of our promotions can be used in combination with other offers.

Q: How do I change my email address?

A: If you are registered with us online, you can login using the email address you entered when you signed up for the account. Once you are logged in, you will be able to update your email address by clicking on the word “Edit”, found next to your current address on file. If you do not have an account, you can create one using your new email address. In the setup process, you will be asked to choose your preferences at which point you can opt in or out of our emails. You can also always email us directly with this change at CustomerService@hickeyfreeman.com and we will make the change for you.

Q: Do you have any retail locations?

A: Hickey Freeman does have some retail locations. To find the location nearest you, please click here.