help : opening ceremony online help
ASSISTANCE
We are available to help you Monday-Friday, 10am-6pm EST. For assistance, please call us at (646) 237-6078 or email us at online@openingceremony.us.
SHOPPING
Payment Methods
We accept Visa, MasterCard, American Express and Opening Ceremony Online Gift Gard only.
Taxes and Duties
We charge sales tax only to residents living in New York (8.875%) and California (9.75%). Sales tax is not charged on the purchase of gift cards. For international orders, a customs duty will be charged to you depending upon the country in which you reside. Opening Ceremony Online is not responsible for payment of this duty.
Order Fulfillment
Orders are processed the following business day, Monday through Friday, excluding holidays. Orders received on weekends and holidays will be processed the next business day. You will receive your merchandise within 3-14 business days. Orders are processed from New York, New York and shipped from either New York, New York or Los Angeles, California. Availability of products is not guaranteed. If you have ordered an item that is not available or that is delayed, we will notify you via email or telephone. Standard delivery orders in the U.S. will be shipped via UPS; international orders will be shipped via FedEx. You will receive a shipment confirmation email with the shipping tracking number. We do not charge your credit card until your order is ready for shipment and we do not bill you for items that are not available.
When is my credit card charged?
The card is not charged until the product ships.
I live in NY/CA, can I just pick up my order at one of your stores?
If you prefer this option, DO NOT proceed with an online order. Please call either store to request a Phone Order. For OCNY location, call (212) 219-2688. For OCLA location, call (310) 652-1120. A store sales associate will be happy to help you.
SHIPPING
Orders are usually shipped within 48 hours after your order has been processed. It takes about up to 2-5 business days for orders to be processed. Orders are not shipped or delivered on weekends or holidays. Shipping rates are determined by weight and destination at point of purchase.
What shipping providers do you use?
All domestic orders are shipped via UPS. Rates are determined by weight and destination at point of purchase.
All international orders are shipped via FedEx. We currently ship to the following countries: U.S., U.K., Argentina, Australia, Austria, Belgium, Brazil, Canada, Chile, China, Denmark, Finland, France, Germany, Greece, Hong Kong, Indonesia, Ireland, Italy, Japan, Luxembourg, Netherlands, Norway, New Zealand, Portugal, Singapore, Spain, Saudi Arabia, South Korea, Sweden, Switzerland, and Taiwan. Opening Ceremony Online is not responsible for the payment of any customs, taxes or tarriffs in your country.
Do you ship to P.O. boxes or APO/FPO addresses?
We do not offer shipping to P.O. boxes or APO/FPO addresses at this time.
Can I track my package online?
Upon shipment, you will receive a shipment confirmation email with your tracking number. For domestic orders, you can log on to ups.com to track your package. For international orders, you can log on to fedex.com to track your package.
Service Delays
Opening Ceremony is not responsible for unexpected shipping delays such as severe weather, natural disasters, etc. which may add an additional 1 to 2 business days to the estimated delivery date of your order.
ONLINE RETURN POLICY
Merchandise in saleable condition with all original tags attached may be returned or exchanged within 14 days of shipping date when accompanied by the original sales receipt and a return authorization number. After 14 days, all sales are FINAL. No price adjustments. All sales final on markdowns, phone and special orders, pre-orders, international orders, Rodarte, Nike Liberty Blazer, Topshop, Topman, Terence Koh for Opening Ceremony, Where the Wild Things Are x Opening Ceremony Max Suit, underwear, swimwear, jewelry, fragrances, CDs, books, stationary, and magazines.
To receive a return authorization number, email returns@openingceremony.us or call (646) 237-6078, and provide your name, order number, item(s) you wish to return and reason for the return. You are responsible for the return shipping costs. Opening Ceremony Online is not responsible for return shipping costs nor duty reimbursement in the case of international purchases. Items should be sent within 2 days of receiving your RA number or your RA number will be invalid. Opening Ceremony Online will not accept responsibility for reimbursement or compensation of lost packages without proof of d`ft elivery. Upon our receiving and inspection of the merchandise, a refund will then be issued to the same credit card account with which the original purchase was made. We will process your return as soon as possible but please allow up to 14 days for your refund to be processed and up to two billing cycles for the return to appear on your credit card statement. If you return item(s) without a return authorization number, we will not refund you and you are responsible for the return shipping from Opening Ceremony back to you. We have the right to deny refunds if the merchandise returned does not meet our return policy requirements.
Phone/Special Orders & International Returns
Unfortunately, phone/special orders for items or international orders cannot be returned or exchanged at this time. All phone/special orders and international orders are final sale.
Will I be charged shipping for the return?
Yes. customers must pay for shipping and purchase tracking/delivery confirmation. In the event that the package is not received or lost in transit, Opening Ceremony Online is not responsible for the package if there is no tracking confirmation.
Can I return/exchange my items at the Opening Ceremony retail stores?
All online orders must be returned to Opening Ceremony Online only. Please contact us if there are any concerns.
PRE-ORDER POLICIES
Pre-Order Payment Policy
Opening Ceremony requires that you provide all necessary credit card information and authorization at the time merchandise is pre-ordered. Full payment, including shipping and any necessary tax fees, will be processed based on availability of item. Readily available items will be charged for immediately, while to-be-shipped items will be charged for upon confirmed arrival. Unprocessed credit cards are still subject to our Cancellation Policy. Pre-orders are shipped on a “First come, first serve” basis in the sequence of initial orders received.
Pre-orderable merchandise does not have guaranteed pricing. Because designers may change costs, we reserve the right to necessarily adjust our prices at any time as needed. If a price increase is required, we will notify you immediately. If you decide to cancel based upon an adjusted price, you are still subject to our Cancellation Policy.
All efforts to fill each and every pre-order will be exhausted, but delays, price differences, and cancellations may be necessary for reasons beyond our control. We reserve the right to cancel any orders for any reason at any time. We will immediately notify customer (using contact information provided by customer) but are not obligated to obtain permission or acknowledgement prior to cancellation.
Cancellation of Pre-Orders
While we encourage you to secure our often limited products, we also ask that you commit and are certain of your pre-order. There is a 30% re-stocking fee on all cancelled pre-orders that are placed. Please consider all contributing factors when finalizing a pre-order, including sizing, fit, color, fabrication, etc. when placing a pre-order. With all pre-orders, Opening Ceremony commits to acquiring those items especially for you from the designer. When an order is cancelled by a customer, we cannot cancel the order from the manufacturer.
OCNY & OCLA STORE RETURN POLICY
Merchandise in saleable condition with all original tags attached may be exchanged within 14 days of purchase when accompanied by the original sales receipt for the current selling price. No refunds. No price adjustments. All sales final on markdowns, phone and special orders, Topshop, Topman, underwear, CDs, books, and magazines.
ONLINE GIFT CARDS
Opening Ceremony Online Gift Cards may only be used online only.
To purchase an in-store gift card, please visit our stores or call us. For OCNY location, call (212) 219-2688. For OCLA location, call (310) 652-1120. A store sales associate will be happy to help you.
PRIVACY POLICY
Opening Ceremony Online LLC ("openingceremony.us") respects your right to privacy. Accordingly, we do not share or sell your information to any third-parties. Any and all information collected by Opening Ceremony Online is used solely for the purpose of processing of your order. Once you create an account with Opening Ceremony Online, you are automatically included in our updates, newsletters and correspondences. To request to have your name removed from these correspondences, please email unsubscribe@openingceremony.us.
Please let us know how we can improve your online shopping experience by emailing online@openingceremony.us.
Last updated April 1, 2009.