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FAQ - Frequently Asked Questions How do I shop the Canada/ USA site? To ensure you are shopping the correct county please check the top of the page. If you are shopping on the United States site you should see a message noting “You are shopping April Cornell United States.” To change countries please click on the flag to shop the Canada site. Note: Inventories may vary between the US and Canadian websites. Can I place my order over the phone? 1-888-33-APRIL option 2 (888.332.7745) Yes, please call April Cornell Online customer service toll-free 1-877-935-0899 for French speaking customers. Customer service hours are Monday- Friday 8:00 AM- 6:00 PM EST. If you have general comments or questions feel free to email customer service at questions@aprilcornell.com Can I order something from the USA site and have it shipped to Canada? Can I order something from the Canada site and ship it to the USA? No, we are sorry but at this time we are unable to process these orders. Can I order something from the USA site and have it shipped anywhere in that country but use a billing address from a different country? Can I order something from the Canadian site and have it shipped anywhere in that country but use a billing address from a different country? Yes, please call April Cornell Online customer service toll-free at 1-888-33-APRIL option 2. French speaking customers please call toll-free 1-877-935-0899. Customer service hours are Monday- Friday 8:00 AM- 6:00 PM EST. If you have general comments or questions feel free to email customer service at questions@aprilcornell.com What are your shipping rates and policies? Orders ship within 48 hours of order placement. Orders do not ship on Saturdays, Sundays or holidays. USA Shipping Rates Note: You must enter a physical address to receive your order. Canada Shipping Rates Note: You must enter a physical address to receive your order. We do not ship outside of the US and Canada. If my order ships to Canada, will I be charged duty? No, orders placed thought April Cornell Canada are shipped thought Quebec. Why are all of your prices listed in US dollars? April Cornell Online is a US company. What is your return/ exchange policy? • Non-marked down merchandise can be returned for a full refund on the original form of payment, or exchange within 30 days of shipment. • Merchandise that has been marked down or purchased on April’s Attic may be returned for online store credit within 60 days of shipment. • All merchandise returned after 30 days will receive online store credit. • Store credit will be delivered in the form of an online gift card that will be emailed to your account email address. • We are unable to issue a credit, online store credit, or exchange after 60 days. • Merchandise must be unused and unwashed to receive credit, online store credit, or exchange. • Exchanges cannot be requested via the return form. If you would like to change the color or size of an item please contact customer service. Return Procedures: Detach and keep the top portion or your Order Summary (included in your package) for your records. Fill out the bottom portion of your Order Summary (included in your package) including the reason for your return. USA Returns Mailing Address: Aprilcornell.com Reclamation Center C/O CrossDec USA Inc. 148A Bryce Blvd Fairfax, VT 05454 Canada Returns Mailing Address: Aprilcornell.com Reclamation Center C/O C.D.E.C Inc. 800 Rue Sud Cowanville, Quebec, J2K 2Y3 May I return an item I bought at Aprilcornell.com to the store? The retail store is unable to accept returns from the online store. May I return an item purchased at a retail store or boutique to aprilcornell.com? The online store is unable to accept returns from the retail store or boutiques. Where are your store locations? We are located in retail locations; one is on beautiful Church St. in Burlington, VT and Green Avenue in Montreal. - April Cornell 87 Church Street Burlington, VT 05401 - La Cache 1353 Avenue Green Westmount, QC H3Z 2A5 How do I use my gift card? Store credit and gift cards will be delivered in the form of an online gift card that will be emailed to your account email address. To use your gift card enter the gift card number when prompted at checkout. Where is the gift card I purchased? Gift cards are sent via email, so please check your inbox or spam folder. The email address to look for is customerservice@aprilcornell.com. How do I use my coupon code? Please enter the promotional code during the checkout process on the “Review My Order” page. Coupons are valid for one time use and must be used in full. Do you offer price adjustments? A one-time price adjustment may be made for merchandise purchased at full-price, which has been marked down for the first time, within seven days from the original date of purchase. Price adjustments do not apply to markdown items or items purchased on April’s Attic. To request a one-time price adjustment, please e-mail us at questions@aprilcornell.com within the seven-day window. Should you be eligible for a price adjustment, we will gladly credit your original form of payment within one week of receipt of your email and send you an email reply confirmation. Depending on your credit card cycle, however, please allow one-two cycles for the credit to appear. Should you not be eligible for a price adjustment, we will reply with an email, as well. Do you offer gift certificates/gift cards? Yes, electronic gift cards can be purchased on the Gifts portion of our website. Gift cards are emailed to account email address. Do you honor retail gift certificates or credits from the stores that have closed in the US or Canada? Yes, we are happy to honor credits issued from our La Cache and April Cornell stores issued prior to September 2006. Please make a copy of your gift card or store credit for your records and mail the original to: April Cornell Online Attention: Customer Service 131 Battery St. Burlington VT, 05401 Please include: • First and last name • Mailing address • Phone number (for customer service questions only) • Email • Amount of the credit or gift certificate You will receive an online gift card to the email provided that you may use at Aprilcornell.com or Aprilcornell.ca. Avez vous un Site Web en français? En ce moment nous sommes en train de planifier le développement d'un site français, nous vous remercions de votre patience. The item I would like to purchase is sold out, why? Unfortunately, once an item is “out of stock” or “sold out” it is no longer available. Since we will not be getting anymore in we are unable to ship out of stock items. An item is “out of stock” in my basket? What should I do? When an item is out of stock in your basket we do not have the quantity or size needed to fill your order. Unfortunately, once an item is “out of stock” or “sold out” it is no longer available. Since we will not be getting anymore in we are unable to ship out of stock items. Do you carry Pudding Shop/Size XXS or XXL/Girls 12 or larger? Unfortunately we are unable to produce these lines and sizes at this time. Please check our website regularly as there are always beautiful things waiting for you! Do you carry April Too - Size XXS or XXL? We are bringing back this popular sizing, fall 2010! Do you have a mail order catalog? We do not offer a mail order catalog at this time. You can find our current collections at Aprilcornell.com and Aprilcornell.ca. To join our email mailing list please visit our homepage for the link. How do I care for my linens? Machine wash cold with like colors, tumble dry on low. Tip: take out of dryer slightly damp and lay flat to dry (less wrinkles!) I would like to offer April Cornell in my own store. Do you have a wholesale division? Yes, we do! Please call our wholesale manager, Lyne Gagniere at 514-935-9295 or 877-331-0820 I am interested in licensing your prints. Who should I contact? Please contact Donna at 802-879-1029