shipping & handling
We know how excited you are to receive your purchase (we are too!) and we aim to process each order as soon as it is received. Generally, please allow 24-48 hours of processing time on any order. Orders placed Monday-Friday before 1 PM EST will begin processing that day, excluding holidays, and will ship within 48 hours pending availability and credit verification. All orders placed after 1 PM EST will begin processing the next business day, and ship within 48 hours. Orders placed on Friday after 1 PM EST, or on the weekend, will begin processing on the following Monday.
We will contact you with a follow-up email if the merchandise you have selected is not currently in stock or if we need additional identification provided for credit verification.
For shipping within the U.S., three UPS shipping rates are available:
UPS Next Day (flat rate) (delivery within 1-2 business days) – $10
Please note that these shipping times are estimates provided by UPS, and we are not responsible if your delivery is rescheduled by UPS while in transit.
We use UPS and therefore are unable to deliver to APO/FPO addresses, as well as P.O. Boxes. We do not offer Saturday delivery at this time.
Need to make a return? Sadness! To be eligible for return, items must be returned new, unused, in their original condition and with all RESIDENCE & designer garment tags still attached. Merchandise returned without the original tags attached will not be accepted.
Returns must be requested within 7 days of delivery and must be returned to us within 7 days of the request. Returns that do not meet any part of our policy may not be accepted and may be sent back to the customer. Additionally, repeated returns made by a customer will be monitored and the account may be suspended.
If you are still deciding whether or not to keep an item please take extra care with the following:
BAGS: Please handle light-colored bags with caution as dark clothing can transfer dye to light-colored goods.
SHOES: When trying on shoes, please do not scratch the soles or mark the shoe box. Returns must also include the dust bag and undamaged shoebox, as these are considered part of the product. Please place the shoe box inside of the original shipping box in order to prevent damage to the shoe box during shipping.
BOOKS: Must be returned with the protective cover and packaging.
TECHNOLOGY: Must be returned in the original packaging.
COLORS: We have made every effort to display the colors of our products that appear on RESIDENCE as accurately as possible. However, as computer monitors, tablets and mobile devices vary, we cannot guarantee that your monitor’s display of a color will be completely accurate.
Please note that the following items are considered FINAL SALE:
All merchandise discounted at 50% or more, or marked FINAL SALE. Items designated as FINAL SALE cannot be returned or exchanged. If a FINAL SALE item is sent back without approval RESIDENCE reserves the right to send back to the customer.
Lastly, all merchandise is quality-inspected prior to shipment. If you find a product to be defective, please notify our customer service team as soon as possible.
Didn’t get the correct size or changed your mind? If you wish to exchange an item, please email firstname.lastname@example.org or call 770-534-2324 with your order number. If the item you wish to exchange is in stock, we will be able to place the item on hold and ship it out to you once we receive your return.
All correctly returned items will be credited as either a store credit or a refund to the original purchaser’s credit card excluding shipping costs. Once we’ve received your return, your refund will be processed in the original form of payment within seven to ten business days.
You will be notified via email to the address listed on your account when this transaction has taken place. Please note that your banking institution may require additional days to process and post this transaction to your account once they have received the refund request from residence-atl.com.
If you have any questions or suggestions about our customer service policy, do not hesitate to contact us.