Frequently Asked Questions

Sizing

How does your sizing run?
Here at Creativeclipsbycolleen we understand that fashionistas come in all different shapes and sizes. We also know the struggle of shopping without the ability to try anything on, so that’s why we’ve included the exact measurements of every style/size on the product description to help you make the perfect sizing decision for your body!

Since we shop with a few different vendors, sizing can vary between garments. To help get you started, we’ve provided the general sizing chart below! This is also a great resource to compare with the measurements of that cute new style you love!

For General Sizing only, please reference our size guide.

Can I get help picking out that perfect look?
We understand how important finding that perfect style can be. This is why we offer styling tips for all body types. You can send us a chat message to get in touch with a member of our team who would love to help you with personalized sizing and fit suggestions to suit your needs!

General

How often do you restock items?
We try to reorder all the items that sell out on our site. We are only able to restock our styles when our vendors have them available. If you are signed up for restock notifications for a certain style that is restocked & made available on our site, you will be notified right away.
Out of stock item - What should I do?
We know it can be sad when your favorite items are sold out, but don't lose heart! We may be able to get them back! To sign up to be notified if an item is restocked, click on the out of stock item, select your size, then enter your contact information in the available field and click "Sign Up."
Does Creativeclipsbycolleen sell gift card codes?
Yes, and they make for perfect gifts! You can purchase gift cards here.
How do I use my gift card code?
If you are shopping on a mobile device, just click "View Order Summary" while you are in Checkout, then you can simply input your code into the available Gift card/discount code field and click Apply before completing your order.

If you are shopping on a desktop, this Gift card/discount code field will be on the right hand side of the checkout page above the Subtotal.

I lost my gift card code.
If you are unable to locate your gift card code, please contact customer service so that your gift card code can be resent to you.
How do I check the balance of a gift card code?
To find out the balance on your gift card code, just send us a message or give us a call! You can click the Chat bubble on the bottom right to get started! Our Chic customer service reps will be more than happy to help you!
How do I enter a Creativeclipsbycolleen giveaway?
We have lots of giveaways available on our social media platforms! Be sure to follow us to be the first to know about today’s giveaways!

Instagram: @shopchicsoul

Facebook: Creativeclipsbycolleen

What if I get a message stating that I won a Social Media giveaway but I am required to register and enter my card information?
If you have been contacted in regards to winning an item, but have been asked to register & provide personal information such as banking or credit card information, you have been contacted by a spam page.

Creativeclipsbycolleen operates solely from a Business Facebook page which does not allow us to send friend requests. All of our giveaway items are free to the announced winner and we never ask for credit card information or registration from our winners to redeem their free item.

Our only Instagram page is @shopchicsoul. We also do not send follow requests from our Instagram page.

Ways to detect a spam page:

  • Name on the spam page is slightly different (ex: Chic-Soul, Chic’Soul, ChicSoul Gift, etc)
  • Facebook spam page looks like a personal page with an “Add Friend” option.
  • You receive a message stating you have won and you are given a link to register.

If you have registered and provided your personal information to one or more of these pages, please contact your financial institution right away and make a report.

Do you have a storefront?
We are an online-only boutique, so you can shop with us 24/7 from the beach, mountains, gym, studio, or work (shhh we won’t tell)! Go ahead, get your shop on!

Website

I forgot my password. What should I do?
Please click the “Forgot Password” link on the My Account Log In page and enter your e-mail.

Order (payment)

Can I place an order by phone?
Yes please! Give us a call at (+33) 644637726. We can help you place an order, give suggestions, or chat. We are available Monday through Friday 8:00 AM-4:30 PM CST.

Our office is closed for major holidays.

What payment options are available?
We accept American Express, Discover, Mastercard and Visa debit/credit cards as well as PayPal, Apple Pay and AfterPay.

We don't accept personal checks, money orders, direct bank transfers or multiple forms of payment.

Why won’t my payment go through?
There can be a few reasons why a payment does not go through. The most common reason is if you are trying to complete an order with a split payment. Sadly our system will not allow you to split payment between two cards. If you would like to split a payment the easiest way to do this is to purchase a gift card code and then a split payment will be allowed between a card and a gift card code.

The second most common reason is if the remaining balance due is less than 50 cents. If this occurs while placing your order, please reach out to Creativeclipsbycolleen customer support and we can help you!

How to apply gift card code or discount code at checkout?
If you are shopping on a mobile device, just click "View Order Summary" while you are in Checkout. Then you can simply input your code into the available Gift card/discount code field and click Apply before completing your order.

If you are shopping on a desktop, this Gift card/discount code field will be on the right hand side of the checkout page above the Subtotal.

I forgot to apply my gift card/discount code.
We can help! Please reach out to our customer service support and they will be happy to assist you. While we cannot apply a discount code to an order after payment is received, we can offer you a gift card code in the amount your order would have been reduced so you can keep those savings!
I need to make a change to my order.
It happens! Please contact us as soon as possible so that we can adjust your order before it ships. For fastest assistance please reach out to us via chat Mon-Fri 8:00 AM - 9:00 PM CST, Sat 9:00 AM - 9:00 PM CST and Sun 10:00 AM - 9:00 PM CST.

Once you have received a shipping confirmation email, your order has shipped and we are unable to make any changes.

I want to add an item to my order.
Have you ever had that moment when you've just submitted your order and you come across a dress that makes your heart stop? Well, we have! Please contact us right away for assistance.
Where is my order confirmation email?
As soon as your order is submitted, you will receive an order confirmation email to the email address entered during checkout. If, for some reason, you didn't get an email, please check your Spam folder and add [email protected] to your safe sender list. For further assistance, please reach out to our customer service support team.
I meant to pay with Afterpay.
Please reach out to us as soon as you can. As long as your order has not shipped or received a tracking number we will be able to cancel and refund your order so that you may place a new order with Afterpay as the payment method.
What do I do if I receive a defective item?
Oh no! We will help! If you received a damaged item, we ask that you contact us within 3 days of receiving your order. Upon reaching out, we will request a photo of the damage on the item.
Help! An item is missing from my package.
Oh no! We are here to help! Please reach out to us the day that your package is delivered. Upon reaching out we will request a photo of your packing slip.
What do I do if I received the wrong item?
Oh no! We are here to help! If the item you received is incorrect, we ask that you contact us right away. We will request a photo of the item you received as well as the packaging for the item.

Shipping

When will my order ship?
Once your order is successfully submitted, our fabulous shipping team works hard to get your order packaged so it can be on its way same day for expedited orders or within 1-2 business days for standard shipping orders.

*We ship all orders as quickly as possible, but please note that there may be delays in processing during sale events and peak shopping days. We do not ship on Saturday's, Sunday's or major holidays.

Where is my shipping confirmation email?
As soon as your order ships, you will receive a shipping confirmation email to the email address entered during checkout. If, for some reason, you didn't receive this email within our processing time frame, please reach out to our customer service support team for further assistance.
How do I track my order?
Once your order is successfully packaged for shipment, you will receive a shipping confirmation email with your tracking number. You can then track your package's progress directly from the link in this email. You can also click the Chat bubble on the bottom right hand corner of our website and click "Track an order" to sign in and view your order information.
My package shows as delivered, but I do not have it.
Please allow 24 hours from the time that USPS shows your package as delivered for your package to arrive.

If 24 hours has passed since USPS tracking shows it as delivered, and your package has still not arrived, please reach out to your local post office to ask for geolocation information. This geolocation will show the last place that your package was scanned in by USPS. If the package has been delivered incorrectly, USPS should attempt to recover the package.

Please reach out to our customer service team via email, phone. social media messenger or chat within 5 days of the tracking showing that your package has been delivered, with your geolocation information, so that we may further assist.

What if my package is deemed lost by USPS?
It is our policy to issue replacements for lost orders.

If you have had an order that shows as delivered in the past and this is your second lost package we will forward you to a manager for assistance in filing a claim with USPS.

If a package is not delivered due to the incorrect address being provided to Creativeclipsbycolleen at the time of purchase, Creativeclipsbycolleen is not liable for mis-delivery.

If an order lost by USPS is over €200, an email will be sent for address verification before shipping any future orders.


Returns

Return Policy
We want your shopping experience at Creativeclipsbycolleen to be the absolute best! If you’re not completely satisfied with your order, we will do everything we can to try and make it better!

Please see our simple steps and procedures for returns below:

  • Merchandise may be returned for a Gift Card Code that will be sent to the e-mail address provided at checkout. You may then apply this to your next order!
  • Returns should be postmarked 30 days from the delivery date.
  • All SALE items are FINAL and cannot be returned.
  • All Returned items must remain un-washed, un-worn, and with the original sewn in tags still intact. Our garments are not sent with hanging tags.
  • The customer is responsible for the shipping and handling of the returned item(s). We encourage you to hang on to your tracking number for your return as this can help our team provide a specific estimate for when you can expect your gift card code to be processed.
  • Original shipping fees are non-refundable.
  • A gift card notification will be sent to the email address provided at checkout. Please note, discount codes used when purchasing affect the amount paid for each item.
How do I make a return?
You should have received an invoice in your package with our Return Form printed on the back. If you no longer have this available, you can print a new Return Form. Just fill out your Return Form and include it with your items when mailing them back to us. You may ship back your return with the carrier of your choice. We do not provide return shipping labels at this time. We encourage you to hang onto your tracking number for your return.
I did not get a return form.
So sorry! You can print a form here!
Can I send returns from different orders in one box?
That is perfectly fine! Be sure to indicate both orders and all items on your return form.
Have you received my return?
The best way to confirm if your package has been received at our warehouse is to check your return tracking number listed on the shipping receipt that your mail carrier provided you when you shipped it back. Since we receive so many packages each day, we cannot confirm if your return has been received without use of your tracking number.
How long will my return take?
Once your item arrives at our warehouse, your return will be processed within 2-5 business days. You will receive a gift card code issued to the email address on file for the order.

If you are outside of this timeframe and have not received your gift card code, please reach out to customer support with your return tracking number. We would be happy to look into your return and give further assistance.