Frequently Asked Questions
*Please note - our orders may take up to 2 business days to process.
Placing an Order
What payments method do you accept?
Can I have my order sent to an hotel?
Can I have my order sent to a shipping facility?
Can I have my order sent to Puerto Rico, US Virgin Islands, Alaska, Guam or Hawaii?
Can I have my order sent to APO and FPO Addresses?
Promotion & Sales
Why couldn't I place an order?
Gift Cards
How can I purchase a gift card?
How do I use my BCBG gift card?
My gift card is not accepted at checkout but I verified there is a balance.
Can gift cards be canceled or refunded?
Can gift cards be used for international orders?
Post-Order
How can I track my order?
Do you offer price adjustments?
Was my order placed on hold?
What can I do if I forgot to add my promo code?
Can I cancel or change my order?
Shipping
What is the time frame for my order to be delivered?
Exchanges & Returns
What is your return policy?
What if the item I receive is damaged?
What is your return policy for international orders?
International Shopping
Do you offer international shopping? If so, in which countries is it supported?
What is your return policy for international orders?
What currencies are supported?
Are duties and taxes included at checkout?
Shipping
Who should I contact if there is an issue with my shipment?
Can I ship to an international PO box?
How can I track my international order?
Promotions & Sales
I’m a customer outside the United States, but my BCBG Icons rewards points are in USD. How can I redeem my points?
Account
Do I have to set up an account to place my order?
Why can't I log into my account?
Can I access my previous order history?
BCBG Icons FAQs
How do I sign up?
I already have an account. Do I need to create a new one to earn rewards?
What if I have an old email address or multiple email addresses and want to combine my accounts?
Where can I find my points and rewards status?
Will I receive points for purchases I made prior to creating my BCBG Icons account?
Does it cost anything to begin earning points?
How can I earn points?
Can my BCBG Icons rewards points be combined with a discount code?
Can I apply my points towards purchases?
Is there a limit to how many points I can earn?
After I make an order, when will I see those points reflected in my account?
If I return my order, will I lose those points?
Do points ever expire?
How is my BCBG Icons tier determined?
How do I know which BCBG Icons tier I am currently a member of?
How will I know when I have reached a new tier?
Will my tier status expire?
What is 'early access to sales & promotions'?
As a Loyalty member, when will I get my birthday points?
Why can't I check out with my new tier gift and redeemable points?
Why didn’t I earn points on my purchase?
I should have earned points for a purchase or action, but I didn’t see my account balance change. Did I get credit?
I received an error message when referring friends through the email referral box. What went wrong?
I’ve referred several friends but haven’t received my $25 for it. Is there something else I need to do?
I received a referral link, why can't I get my reward?
How are my free shipping rewards applied at checkout?
I'm an international customer, can I join BCBG Icons?
If I return an order that I paid for with points, will those points be refunded to my account?
Additional Questions
What is the typical response time for emails?
Our Contact Information
When is your live chat feature available?
What if I need assistance when your live chat feature is not available?
Buy Now Pay Later
Getting Started
Pay Every Two Weeks
Four Payments, Zero Interest
Availability
Afterpay Disclaimer
Klarna Disclaimer
Borrow Program
What is the Borrow Program?
How does the Borrow Program work?
How long can I borrow an item for?
Can I purchase an item during my borrow period?
What styles are available for the Borrow Program?
How much does it cost to borrow?
What type of payments do you accept?
How much does shipping cost?
Where do you ship?
What if I accidentally stain or damage an item?
How do I return my borrowed item?
Why do I need to sign up or create a Borrow Program account?
Am I wearing clothes that other people have worn?
Can I cut off the hang tag on the garment?
The Ensemble Customer Service Contact
One of the hang tags attached to the outside of the garment says I can’t return it if removed. What should I do?
True Fit®
What is True Fit® and how does it work?
True Fit® uses sizing from your favorite brands to predict your ideal size.
How do I sign up?
Create your profile by clicking on the True Fit® icon on any product page. After you answer a few questions about yourself and your size in other brands, your personalized size recommendations will appear automatically on the product page while you shop.
Are True Fit® recommendations a guarantee of fit?
No. We do not make exceptions to our return policy due to True Fit®. Please note that final sale items cannot be returned for any reason.