FAQs

Order Status & Tracking

I didn't receive an order confirmation. What should I do?

If you did not receive an email confirmation of your order please call or email us at customerservice@bostonproper.com.

How do I check the status of my order, backorder, return or exchange?

When you place an order with Boston Proper, you will receive a confirmation email that includes your order number. Please retain this email for your records. For your convenience, registered shoppers can easily check the status of any order using the "Order History" feature under "My Account". To check your order status now, click here. 

What if an item is unavailable or backordered?

While we make every effort to fulfill your order, occasionally certain items may be unavailable. We will contact you via email should a backordered item become unavailable.

As you browse the site and select an item to add to your bag, we will advise you of the item's current availability. Backordered items added to your shopping bag will ship as soon as they are available. You will not be charged for any backorders until the merchandise is shipped however, if using a debit card we recommend that you deduct the full amount of your order from your records today to ensure funds are available as your items become available.

All backordered items will ship Standard Delivery.

I received my order, but one item was missing. What should I do?

If you received your order and an item is missing (that is not on backorder) please call our Customer Service team for further assistance.

How do I modify or cancel my order?

Please contact us by phone or email and we will make every effort to assist you. However, due to the quick processing time in our distribution center, we are often unable to cancel or modify an order after it has been submitted.

My order status is "In Progress". What does that mean?

Your order is in the process of being fulfilled and shipped, but has not yet received a tracking number. Changes to your order cannot be made once your order is In Progress. We will gladly accept your return and provide an exchange or refund in accordance with our Return Policy.

I just ordered an item, but now it's on sale. Do you honor price adjustments?

If the price of an item you’ve purchased was not purchased as Final Sale and is marked down within 10 days of the original purchase date, a one-time price adjustment can be requested by contacting our Customer Service team. Items originally purchased as Final Sale are not available for further price adjustments.

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Ordering & Payment Options

How do I select the Proper size?

We now offer     to help you select the proper size!

To use FitFinder, click on Find My Size located above Add to Bag on the product page. Follow the prompts and let FitFinder do the rest!

How does FitFinder work?
FitFinder uses the information that you, as well as millions of other customers, provide and compares it with size charts from more than 17,000 brands across the globe to predict sizing recommendations.

Don't stress - if we get it wrong, exchanges are free and easy! Plus, every transaction that uses FitFinder helps us better predict more accurate sizing recommendations in the future!

Have additional questions about our sizing? A Proper Stylist would be happy to assist you. Contact us via Live Chat.

I want to purchase an item, but you don't have my size or color available. Do you expect to have it back in stock?

We are a specialty company and make limited quantities of our apparel and accessories. Not all items that sell out will be re- stocked. If we are expecting to re-stock the item we will show an "expected shipping date" while you are shopping and you may choose to backorder your selection. Backordered items added to your shopping bag will ship as soon as they are available.

Is it possible to save items in my shopping bag?

If you are logged into our website, you are able to save items in your cart. Please note this does not reserve your merchandise. Due to the limited availability and unique nature of our merchandise, we do not recommend holding items in your bag for over a week. If an item sells out, it will automatically be removed from your shopping bag.

Can I purchase a Gift Card online?

Yes, please search "Gift Card" on our website. Gift Cards are available for purchase online or by phone.

How do I redeem my Gift Card?

Gift Cards may be redeemed online or by phone. To redeem online, please have your Gift Card available, as you will need to input the card number and pin during the checkout process. 

Do you gift wrap?

While we do not offer gift wrap, we will gift box your order in a premium branded gift box.

How is my order gift packaged?

Gift packaging will include the following:

• Prices will be removed
• Items will be wrapped in tissue
• All items will be placed in one premium branded gift box per order

How do I select gift packaging?

At checkout, under "Gift Options" on the "Shipping" tab, click "Yes" to add gift packaging. Follow the prompts and click "Save" and "Return to Checkout" when finished.

Are charges for gift packaging refundable?

Gift packaging is on us! Happy gifting!

What forms of payment are accepted at Boston Proper?

We accept the following forms of payment:

• Visa
• MasterCard
• Discover
• American Express
• PayPal
• Boston Proper Gift Cards and Merchandise Credits

Sorry, we do not accept checks, cash or money orders. At this time we do not offer a merchant credit card. 

All credit cards must be USA-issued cards.

When will my credit card be charged?

Your credit card will be authorized for the entire amount of the order at the time of purchase. The card will then be charged when the order is shipped. If your order includes items that are backordered, the entire shipping & handling cost is charged on the first shipment. Any remaining shipments required to fulfill your order will not result in any additional shipping & handling charges.

My credit card was declined, but the charge is showing on my credit card account. What happened?

The "charges" that are appearing on your card account are pre-authorization holds. They are not charges; however, your card company may be temporarily holding those funds. Your card may have declined for one of the following reasons:

1. Your BILLING address entered does not exactly match the BILLING address that your card company has on file.
2. We were unable to obtain a proper credit approval for your purchase

Please contact your card company to release any pending holds from Boston Proper if you received an ERROR response that matches any of the reasons above. Boston Proper has no control of the grace period for releasing authorized funds, particularly debit card funds.

Please note that it is important to provide a phone number that is registered with your credit card issuer at the time you place your order so that we may reach you to discuss any problems with your order. We use only verified phone numbers in an effort to further insure your order's security.

When will my order be processed?

Typically, orders for in-stock merchandise placed Monday-Friday by 2PM EST will ship out on the same business day, pending there are no unexpected delays. Orders placed on weekends, holidays, and after 2PM EST will be processed and shipped on the next business day.

How do I search for an item that I cannot find?

You can either enter the item number from your catalog into the search box at the top-right of the screen, or click on the "Search" link to find products by keyword, color or size.

How do I redeem a coupon or discount code?

To redeem an advertised promotion, please enter the code in the "Promo Code" field at checkout or mention the code to the customer service representative.

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Returns, Adjustments and Exchanges

The Proper Guarantee

We want you to love everything you buy from us. If you are not completely satisfied with your purchase, you are welcome to return any item, excluding Final Sale Clearance items, within 30 days of receipt for a prompt and courteous exchange or refund. Sorry, shipping fees are non-refundable.

EASY 30-DAY RETURN & EXCHANGE POLICY

We offer easy online returns and exchanges within 30 days of purchase. Exchanges (for like items) are free. For returns, a $4.95 return postage charge will be deducted from your refund. Excludes all Clearance items marked as a Final Sale.

Unfortunately, we cannot honor free exchanges from Puerto Rico, Hawaii and Alaska but will gladly accept them with customer-paid return shipping fees.

Returned or exchanged merchandise must be in original and saleable condition and must be unworn, unwashed and unaltered. All items must have original tags in place and swimwear must also have the hygienic liner intact. Merchandise deemed defective by Boston Proper (after reviewing with the customer) may also be returned within 30 days. Merchandise purchased through our catalog or website may be returned via mail. Please allow 14 days to process your return.

Returns made with the original packing slip (a.k.a. "receipt") will be refunded in the original tender, less $4.95 for return postage. If you do not have your packing slip but we are able to verify your purchase through your account information or credit card, you will be refunded in the original tender. Otherwise, a merchandise credit for the item's lowest selling price will be provided.

If you would like a different item altogether, please place a new order. Regular shipping fees apply. Shipping fees are non-refundable.

Price Adjustment Policy

If the price of an item you’ve purchased was not purchased as Final Sale and is marked down within 10 days of the original purchase date, a one-time price adjustment can be requested by contacting our Customer Service team. Items originally purchased as Final Sale are not available for further price adjustments.

Final Sale

Clearance Merchandise indicating Final Sale during the purchase process, intimate apparel and altered items are considered Final Sale and may not be returned or exchanged. Gift cards, e-gift cards and gift boxes are not eligible for return or exchange.

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Shipping Options & Charges

Do you save my billing and shipping information so I don't have to enter it each time I place an order?

If you are a registered user and have signed in, yes. The current address we have on file for you will automatically show up in Step 2 of the Checkout process. You will be able to make any revisions at this time or enter in a different "Ship To" address.

What is the difference between the shipping and billing address?

Your shipping address to which you would like the order shipped. Your billing address is the same address you have on file with your credit card company.

What are my shipping options and how are they calculated?

* STANDARD DELIVERY will arrive in 3-7 business days for in-stock items and is available for all continental U.S. addresses including P.O. Boxes.  Additional delivery time may be required for areas that our designated shipping carriers cannot reach.
**SHOPRUNNER will arrive in 2 business days for in-stock items when placed by 2PM EST and is not available for international orders, P.O. Boxes, APO/FPO/DPO military addresses, and other areas that our designated shipping carriers cannot reach. Membership required. See below for more details.
*** TWO-DAY DELIVERY will arrive in 2 business days for in-stock items when placed by 2PM EST and is not available for international orders, P.O. Boxes, APO/FPO/DPO military addresses, and other areas that our designated shipping carriers cannot reach.
**** NEXT-DAY DELIVERY will arrive the next business day for in-stock items when placed by 2PM EST and is not available for international orders, P.O. Boxes, APO/FPO/DPO military addresses, and other areas that our designated shipping carriers cannot reach.

ALASKA/HAWAII/PUERTO RICO/APO/FPO/DPO MILLITARY ADDRESSES
Please allow up to 21 business days from the day your package ships for delivery.

Additional shipping fees may apply to Puerto Rico and APO/FPO/DPO military addresses. APO/FPO/DPO/P.O.Boxes may only ship Standard. Two Day and Overnight delivery is not available for APO/FPO/DPO/P.O. Boxes.

Please note: "Business day" refers to Monday through Friday, excluding holidays. Next Day requested on Fridays is not available for Saturday arrival. 

As of 3/29/18, due to new Canadian regulations, we are unable to ship to Canada at this time.

When will my order ship? 

Need it in a hurry?

Two-Day Delivery (2 business days) is available for in-stock items for orders placed by 2pm (EST) Monday-Friday for an additional $8.95.

Next-Day Delivery (next business day) is available for in-stock items for orders placed by 2pm (EST) Monday-Friday for an additional $14.95. Some restrictions may apply.

Items on backorder cannot be expedited; but they are shipping separately free of charge.

Your order must be received and processed by 2PM EST for expedited delivery, Monday-Friday.

FEDEX delivers expedited shipments Monday through Friday.

Order Tracking

For online orders, just click on the link in your confirmation email. If you placed a phone order, please call our Customer Service Team.

Sales Tax

Taxes are based on the order's "ship to" address.

International Orders

May I ship my order to Internationally?

Currently, we ship within the continental USA only.

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Technical Questions

I forgot my password. What do I do now?

Click "My Account" to log in and you will see a link to receive a Password hint/reminder. If this doesn't help, click "Email Me My Password" and your password will be sent to you via email within 24 hours.

I spelled my name incorrectly during registration. How do I correct it?

Sign into "My Account" using your email address and password. Next, click on "Account Profile." Make any necessary changes and click "save".

I receive emails from you; why can't I find my online account?

Please confirm the email address with which you registered. It may be different than the one you submitted for email updates. Please note; just because you receive email does not mean that you have created an online account. Please double check your records. 

Does bostonproper.com use cookies?

To enhance your shopping experience we use cookies, which are small data files that we store on your computer's hard drive. Rest assured, the cookies we use do not store personally identifiable information. They simply enable us to keep track of your order as you shop our site. For example, bostonproper.com uses cookies in order to save your shopping bag information so that you can browse from page to page without losing that information. When shopping bostonproper.com, we recommend you use a cookie-enabled browser in order to avoid having to constantly re-enter information. Cookies also enable us to monitor and maintain information about your use of our site. The information we retrieve assists us with tracking your order, improving our site design, products, services, contests and promotions and overall shopping experience.

Do I have to provide my email address if I want to browse the products?

It is not necessary to provide an email address to browse on bostonproper.com. We do require an email address when you choose to place an order so that we may send you transactional confirmations regarding your order. When you register, there is a checkbox for you to select if you DO NOT wish to be contacted by Boston Proper via email. If selected, we will not send you any promotional messages.

Am I required to sign-in?

Boston Proper does not require you to be registered or to sign in to make a purchase on our web site. We do strongly recommend creating an account online to enjoy all the great benefits, but we welcome guest shopping. Visit the "My Account" link at the top of any page to sign in.

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General Questions

I no longer wish to receive the catalog or emails. How can I have my name removed from the mailing list?

If you do not wish to be contacted via email, direct mail or telephone, please let us know your preferences. Please provide your exact name and postal or email address so that we may identify you accurately. You may also "unsubscribe" from our email by using the link provided at the bottom of each email. If you ask us to remove you from marketing lists, we will maintain you on a "do not contact" list to ensure that we continue to honor your request. It may take up to 10 days to process your "do not email" request. It may take up to 6 to 8 weeks to process your "do not mail" request because mailings are planned long in advance. If you purchase online, we will continue to confirm your order and shipment status via email, postal address or telephone. If you change your mind about choices you've previously made, contact Customer Service or make changes online.

Why can't I log into my account?

We apologize that you are having difficulties. Please contact Customer Service for assistance. 

How can I become a Boston Proper model?

We select models using agencies in New York & Miami. Unfortunately, we do not have information to release regarding specific criteria they must meet. We suggest that you contact a modeling agency if you want to pursue a modeling career.

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