Retail Services During COVID-19
Our approach, precautions, and temporary solutions
We have re-opened all our store locations. We currently feel we are taking all safety and sanitary precautions to protect our customers and staff and welcome our customers to visit us. We ask that customers continue to wear masks to protect themselves and our staff members at this time. If you would prefer to use one of our contactless services we are providing curbside pick-up, same day delivery, or you can book a virtual shopping appointment with our brand experts.
How it works
1. Shop Online
Shop your favorite pieces online. At checkout, select “Pick Up Your Order,” which is available curbside at this time. Make sure to check product availability on our product detail page for each store location.
2. Look out for an email
You’ll receive a “Ready for Pick Up” email when your order is ready for curbside pick up. Head to that store at your convenience and simply give us a call when you arrive at our curbside.
3. Come to the store
A store associate will reference your “Ready for Pick Up” email and then give you your order, contact free. Please be sure to wear a mask so that we can safely provide you your order.
Curbside Pick Up FAQs
Is curbside pickup available for all products?
Yes, curbside pickup is available for any items that are available in store. You can check availability of an item on the product page.
Are monogramming and gift boxes available for curbside pickup?
Yes, we are able to monogram orders for curbside pickup. Gift boxes will be available to order through the website, pending store inventory levels.
When will my order be ready? How will I be notified?
All orders will be processed and ready for pick up within 24 business hours of placement once service begins. Once your order has been processed and is ready for pick up, you will receive a “Ready for Pick Up Email” from us.
Where exactly do I pick up my order? How do I let you know I’ve arrived?
Pick up locations will vary from store to store. Please review the location in your “Ready for Pick Up” email prior to picking up your order. Please either call the store phone (or reply via text if applicable) to notify us of your arrival. Please be sure to wear a mask so that we can safely provide you your order.
When will I be charged for my order?
You will be charged for your order when it is packed by the team. Monogrammed orders will be charged prior to your item being monogrammed.
How long will you hold my order? What happens if I don’t pick it up?
We will hold your order in store for 30 days. After that time, we will ship the order to the billing address on file, unless alternative arrangements have been made directly with the store team.
Can I return items curbside?
No. Returns can either be shipped to our distribution center or to the store. Customers can contact our Customer Experience team (email@example.com) for a printable label.
Can someone else pick up my order?
Yes. They will need to show the order confirmation email with the order number and details.
Can I still come into the store if I want to see other things?
Yes, we are allowing walk-in guests into our stores. Due to capacity restrictions you may not be able to enter immediately upon arrival.
Have a question not listed here? Contact us
Want to shop and see products in person? Sign up for a one on one in-store appointment with one of our retail members.
Got styling questions? We have answers. Speak to an associate from the comfort of your home for personalized recommendations and product details.
We are taking all possible precautions to keep our employees safe and to minimize the risk of transmission of COVID-19. These include:
- All team members are wearing masks and gloves and practicing social distancing when in any soncityshop location.
- We've reduced the number of team members allowed to be present at any soncityshop location in order to enforce social distancing guidelines.
- We have increased the frequency of cleaning services.
- Hand sanitizer and sanitizing supplies are provided to all employees and distributed across all soncityshop locations.
- Any team member presenting symptoms will be sent home to self-quarantine and to follow all CDC protocols.