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Frequently Asked Questions

Orders
Customer Service
My Account
Payment
Privacy


Orders

How do I look up my order online? Log into your account and enter the order number you received from our order confirmation email.

Can I ship to a different address other than my billing address? Yes - when you are on the check out page, you will be able to enter a different shipping address for your order.

Can I cancel or change my order? We make every effort to ship 90% of our orders out the next business day. If you ordered in error, or would like to make a change to your order, please call us at 1-888-737-5743 and we will assist you.

How do I track my order? When your order is shipped you will be sent a Fed Ex tracking number via email. Log onto the Fed Ex website at http://fedex.com/Tracking to track your order.

Will everything I ordered be shipped together? Items ordered together may be shipped separately.

I placed my order but need to change the shipping address. How can I do that? Please call us at 1-888-737-5743 or email us at customerservice@dknyhome.com and we will change the shipping address (if your order has not already shipped).

I have not received an email from you regarding my order? Please check your account information on our website to make sure we have the correct email address. Check your spam folder on your email account to make sure our email is not routed there. You will want to add us to your contact names if this is happening.

I want to cancel my order, but it has already shipped. What do I do? Once you receive your order you may return it using the return instructions found here or on the packing slip enclosed with your order.

Can I return part of the items I bought in a set? No, items bought in a set must be kept intact. You would need to return the entire set.

I received a defective item, what should I do? Please call us at 1-888-737-5743 or email us at customerservice@dknyhome.com.

Do you offer coupons or promotional codes? Occasionally we do offer a special discount or promotion code. Check our website often or sign up for our monthly newsletter to receive special offers.

Do you ship products internationally? Currently we only ship products to the contiguous United States.

Can I place an order by mail? We do not accept orders through the mail. This is to protect your personal and credit card information.

Is there a limit as to how many products I can purchase? We reserve the right to limit quantities purchased.



Customer Service

How do I change my personal information? Log onto your account on our website and you will be able to edit or change your information.

How long will it take you to respond to my email? We will respond to your email within 24 hours of receiving it. We will respond on the first business day for emails received over the weekend.



My Account

What information do you store in “my account”? For your convenience, once you create an account on our site, we will store your name, address, phone number, email address, user name and password for future use.

Why isn’t my credit card information saved and available when I log onto my account? We only use your credit card information for the processing of payment. For your security, we will not store any credit card information including any or all of the credit card number in our database. Further, we will not sell, store, share or provide your credit card information to anyone.



Payment

What payment methods do you accept? Visa, MasterCard, and American Express. There will be a hold placed on your credit card for the total order amount, but your card will not be charged until your order ships. If your credit card does not approve the charge, your order will be cancelled. We do not accept checks (personal or certified), money orders, or debit cards.

Is my payment information secure? All information including payment information is strictly private. We use the latest encryption software to ensure none of your information can be read over the Internet.


Privacy

How will you use my personal information? All personal information is used only to fill your order. We will never sell or share your information. See our Privacy Policy for further details.


© 2017 The Donna Karan Company LLC