Frequently Asked Questions: Your Guide to Luxury Outerwear & Care

Welcome to the highendgarments.com FAQ section. We understand that investing in premium garments, from exquisite furs to high-performance ski wear, comes with questions. This guide is designed to provide you with detailed information about our products, policies, and services, ensuring a seamless and satisfying experience.

1. About Our Products & Sourcing

Q: What types of products do you offer?
A: We curate a distinctive collection of luxury women’s apparel. Our range includes elegant fur coats, jackets, and shrugs, as well as high-end skiwear such as technical ski suits, functional down jackets, and stylish mid-layer sweaters. We focus on natural materials and exceptional craftsmanship.

Q: Are the furs real, and what is your stance on sustainability?
A: Yes, we specialize in genuine, natural fur garments. Our products are crafted from high-quality pelts, designed for longevity and enduring style. We believe in the responsible use of natural resources and the value of heirloom-quality pieces that transcend seasonal trends, reducing the need for frequent replacements.

Q: How can I be sure of the quality and fit?
A: We take great pride in the quality of our products. Each item undergoes rigorous quality inspection before it is shipped to you. Furthermore, we are proud to offer the expertise of our styling consultants. They are available to provide personalized advice on fit, style, and product selection to help you make the perfect choice.

2. Ordering & Customization

Q: Can I request a custom order?
A: Yes, custom orders are available for clients seeking a garment made to their specific size or design specifications. For all custom orders, a dedicated member of our team will work with you to confirm the details. Please note that due to the personalized nature of these items, custom orders are considered final sale and require full payment prior to receiving the merchandise.

3. Returns & Exchanges

Q: What is your return policy?
A: We want you to be delighted with your purchase. If you are not completely satisfied, you may initiate a return under strict guidelines. To be eligible, you must first obtain a Return Merchandise Authorization (RMA). This must be requested within 48 hours of receiving your order. The item must be returned in its original, unworn, undamaged condition with all tags and original packaging, including any fur appraisal certificate. The return must be received by us within 7 days of the delivery date.

Q: What items cannot be returned?
A: Several types of purchases are final sale and cannot be returned. These include:

• Items that have been worn, damaged, or are not in their original condition.
• Any garment that has been modified (e.g., sized, monogrammed).
• All merchandise marked at 50% off or greater.
• Custom orders and international orders.
• Items returned without the original appraisal certificate (the refund value will be reduced by $250 if the certificate is not included).

Q: How do I exchange an item?
A: You may exchange your purchase for merchandise of equal or greater value. The process is similar to a return, but the request for an RMA must be made within 5 days of delivery, and the exchange return must be received within 15 days of delivery. Please be aware that due to the unique nature of our products, we cannot guarantee the availability of specific exchange items.

Q: Are there any restocking fees?
A: All returned items may be subject to a restocking fee of up to 25% of the purchase price.

4. Repairs & Restoration

Q: Do you offer repair services for fur garments?
A: Absolutely. As a trusted partner of a business with over 70 years of history (since 1951), we offer expert furrier services to help you maintain your investment. We provide professional repair, restoration, relining, glazing, and alterations. Our skilled professionals can address minor damage before it becomes a larger issue, helping to preserve the beauty and longevity of your garment. It is highly recommended to have your fur evaluated and restored periodically.

5. Shipping & Handling

Q: How will my order be shipped?
A: We take the security of your order very seriously. All shipments are sent with a signature confirmation requirement via carriers like FedEx or USPS. This ensures that your valuable package is delivered safely to you or someone you designate. The act of accepting the package is an agreement that you have received the goods in a satisfactory manner.

Q: What about returns and international orders?
A: For returns, a pre-paid shipping label is provided for your convenience. The full cost of return shipping will be deducted from your refund. For international orders, please be aware that they are final sale. All applicable VAT, taxes, duties, and government fees are the responsibility of the customer and must be paid to the shipper at the time of delivery.

6. General Inquiries

Q: Can I return an item purchased online to a physical store?
A: No. Please note that merchandise purchased on our site cannot be returned to a physical retail store. All returns for online purchases must be processed through our dedicated online returns department according to the policy outlined above. Items purchased in-store are handled according to their respective store policy.

Q: What if I receive a defective item?
A: While we thoroughly inspect all merchandise before shipment, if you believe you have received a defective product, please contact our Returns Department immediately. We will work with you to resolve the issue as quickly as possible.