FAQ

Am I required to create an account if I wish to place an order?

No, clients are not required to create an account when placing an order. Having an account simply allows clients to be informed in avant-première about our new collections and benefit from special offers. The creation of an account also allows you to easily access previous transactions, your wish list and conveniently saves your personal information in order to facilitate future orders with Pier St. Barth.

 

Is my personal information protected? Am I able to access this information?

We take full responsibility for treating all information that is communicated to us in the utmost private and confidential manner. All information that is communicated to us from you will be used only for the goal of satisfying your needs and responding as best as we can to all requests. We place an emphasis keeping your information confidential, it is never shared with third-party users. For further information, please read Pier St. Barth's confidentiality policy here:Pier St. Barth Privacy Policy

 

I forgot my password, what should I do?

You can reset your password by clicking on the link "Forgot your password" on the sign-in page of the website. Then, follow the instructions that will be indicated on this page.

 

How can I unsubscribe from the newsletter?

If you have an account, sign-in and go into the tab "Newsletter" where you will have the opportunity to modify your preferences for receiving the Pier St. Barth newsletter. You also have the option of unsubscribing by clicking on the bottom link of each newsletter that reads, "click here to unsubscribe."

 

How do I know if my order has been processed? How can I follow-up on my order?

After payment and validation of your order, you will receive two emails:
1. The first email confirms the transaction and includes important information including your order number and the details of the different articles ordered.
2. The second email confirms that the order has been sent and is being delivered via our courier. You will find a link allowing you to track your order's delivery progress.

 

How can I cancel an order?

Orders may be cancelled via a direct request through email contact.us@pierstbarth.com as long as the order has not yet been processed. In the event that the order has already been shipped, you will need to proceed with a return as outlined in our return policy found here: Pier St. Barth Return Policy

 

Can I modify the delivery address?

It is not possible to modify the delivery address once your order has been processed. Please double check when validating your order. Can I make changes to my order after once my order has been confirmed? For technical reasons, it is not possible to modify sizes, colors, product styles or quantities once an order has been completed. If upon reception of the order, there are articles that are not to your suiting, you have 30 days to return the product(s) free of charge.

 

Can I use a Pier St. Barth gift certificate on the website?

Although it is not currently possible for our clients to use a gift certificate on the website, we are conscious that this is important and working on a solution in order to implement this option in the near future.

 

PAYMENT

Which payment methods do you accept?

You may use Visa, Mastercard, American Express or Discover for all purchases. Payments are secured by Stripe.

 

How do you secure transactions?

The security of your information is very important to us. The different exchanges of information between the Pier St. Barth website, our payment company and the computer or device being used to place your order are secured via a SSL 256 bits certificate. You can verify the presence of this protection by looking at the HTTPS in the URL of the Pier St. Barth website when checking out. Furthermore, your banking information is never stored on our servers.

 

What can I do if I see that I was charged for the order but never received an email confirmation?

In the event that you do not receive an email confirming your order but you see that you have been charged, we recommend that you contact our customer service team and give us the maximum amount of information concerning your order (date, email, contact details, amount charged, etc.). Based on this information, we will be able to check the order history and quickly resolve the problem.

 

SHIPPING, RETURNS & EXCHANGES

Where Does Pier St. Barth Ship?

Pier St. Barth ships worldwide.

How much does it cost to ship my order?

Pier St. Barth offers FREE shipping worldwide. We require 5-7 business days for shipping. We offer free shipping on all orders but in some cases you may be charged a local tax or duty dependant on the country you reside in, we do not have any jurisdiction over this fee that may be charged.

 

What is your return and exchange policies?

If you are not satisfied with your purchase, you may return it to us for an exchange of other merchandise. Please see the terms of our return and exchange policy.

 

Do I need an original receipt to return a purchase?

Yes, you will need an original receipt. If you have misplaced it, please contact pierstbarth.com, and we will be happy to assist.

 

What will it cost me to make a return or exchange?

You will be responsible for shipping costs charged by the carrier to return your merchandise.

 

Do you deliver to P.O. box addresses?

We are unable to ship to P.O. Boxes or APO/FPO addresses. Contact customer service at pierstbarth.com so that we may assist you with shipping your order.

 

How long does it take to process my return?

Once your package reaches the warehouse, please allow 3-8 business days (depending on peak times) for your return to be processed. If your return does not meet the conditions listed, the package will be sent back to you. When your return has been accepted, your refund will be issued, and you will receive a confirmation at the email address associated with the order.

 

What do I do if my purchase is damaged or faulty?

At Pier St. Barth, we take the utmost pride in our craftsmanship and quality. If your item arrives damaged or faulty, please email our customer service department immediately at pierstbarth.com, and we will provide further assistance.

 

Do I have to sign for my package upon arrival?

Yes. You or an authorized person must sign for your order upon arrival. This will ensure that your purchases are safely delivered to you. If you are unavailable when your package arrives, our shipping carrier will leave a re-delivery slip.

 

Is my package insured?

All items are insured against theft and accidental damage while in transit from Pier St. Barth to the shipping address. Once your items have been delivered to the specified delivery address and signed for, they are no longer covered by insurance. If your box is damaged upon arrival, we recommend that you either refuse the delivery or make a note when signing for it that you are accepting a damaged box. Due to the high value of the goods that we sell, we require proof of delivery for all orders. This means that we are unable to authorize packages to be delivered without signature.

 

Possible delays

When orders shipped internationally reach the destination country, they may be subject to customs clearance procedures which may cause delays beyond original delivery estimates.