How Do I Reach Customer Service?

Website chat box or email us  infoCollectionbyhilarybanks@gmail.com  (allow 24-28 hours for response)

Customer Service Hours: 10-5 Allow up 24 -48 Hours for a response.

Questions/ DMs/ Comments will not be addressed on Social Media, the best way to reach us is via e-mail.

infoCollectionbyhilarybanks@gmail.com

What's In Stock?

Please check the website for online items www.collectionbyhilarybanks.com

Visit Storefront For In Store Purchases 

 

 Can you hold an item?

All Items Are First Come First Serve. Only Pre Purchased Items Will Be Held For Pickup 

 

I made a purchase, but I didn't receive confirmation code. Purchase has pending hold on card.

Confirmation codes are sent via purchasing site. If no code is received email directly or leave message in chat box. All purchase holds are automatically placed after completing a purchase. If purchase is cancelled then funds will be returned to original form of payment within 3-7 business days. 

  

RECEIVED THE WRONG ITEM 

Please contact customer service by emailing a picture of the item along with your name and order number .

Allow 24-48 to receive a response to rectify issue.

What are processing and shipping times?

Shipment processing time includes  (pulling, packing and post office delivery) and can take up to 5-7 business days. USPS can take up to 24 hours to update tracking information. DURING HIGH VOLUME TIMES USPS MAY HAVE DELAYS WITH UPDATES AND DELIVERIES, PLEASE REFER TO YOUR TRACKING NUMBER SENT TO THE EMAIL ADDRESS ATTACHED TO THE ORIGINAL ORDER.

Larger items or quantities may be received in two shipments, the second tracking number will be sent to the email address on file.

(PRE-ORDERS). Once pre-orders arrive to our facility they will be packed and shipped in the order they were received. Please see items description on our website for updates on pre-order/delivery dates.

Due to Covid-19 (Corona Virus) Most carriers are experiencing shipping delays, due to low staff and rerouting packages to other facilities. Please be patient. Orders can take longer than expected at this time. Check tracking regularly for updates.

My package is saying delivered, but I don't see it

Packages may be delivered the next day, after shipment says it’s been delivered.

If you live in a complex please check with your front office building for possible deliveries there. If your item is visible to the street sometimes postal carriers will try and hide packages out of the way for security reasons. Please refer to your tracking number, the carrier will sometimes add exact delivery locations. Please check with other household members about packages. Some carriers will leave packages in hidden areas like backyards, garages and in doorways.

If you cannot locate your package, contact your local post office for next steps, most claim information is on the USPS.com, if the negligence is on their part, a claim can be filed for $50-100. Please contact them by phone1-800 ASK-USPS. See Shipping Policy for contact information. Claims can take up to 30 days.

Collection by Hilary Banks Does NOT issue refunds or credits for packages that the carrier confirms as being delivered.

 

The item I want is sold out. How often are items restocked?

All items are First Come First Serve. Being A High Volume Boutique Only Certain items will be restocked if enough demand is made for said item. Restocking of items is Not Guaranteed 

 

How do I know which size to order?

We try to put as much information  pertaining to the item under the description. We have provided a link to a size chart for the most accurate sizing guide to fit our clothing for average sizes.  If you are still having trouble deciding which size is the best for you, we are here to help! Please contact us via  chat box on website or email regarding the item you are inquiring about. We will be able to let you know whether the item runs true to size, small or larger in size to help you make a better decision. 

TO AVOID HAVING TO MAKE A RETURN PLEASE BY ITEMS BASED ON YOUR SIZE AND NOT THE LOOK OF THE MODELS or Mannequin IN THE PHOTOS. DUE TO CERTAIN ANGLES, MODELS MAY 'LOOK' a CERTAIN SIZE.

 

 

MY ORDER WAS REFUNDED

 Sometimes orders are refunded by Collection By Hilary Banks because we received a HIGH RISK FRAUD ALERT on the order. If this happens the refund will be issued right away and an email will be sent to the email address attached to the order. To ensure you don't miss out on the items you are ordering please make sure your credit card, billing and name information matches and is entered correctly. We reserve the right to refund any order that is suspected of fraud.

I Received a text or email to send verification before my order can be processed.

If you received a verification request, your order had some level of fraud attached to it. Sometimes its simply mismatch address and billing information, CVV code (3 digits on the back of the credit card used is missing), card (name) information doesn't match billing information, shipping and billing information is different. We understand that sharing personal information comes with some risks, we only ask for for identity verification for proof that the credit information used belongs to the person who ordered.