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Contact Us

 

Business Hours Are:

  • Monday to Friday (Closed Saturday, Sunday and US Holidays)
  • 8:00am to 4:00pm EST

 

Contact Us by Department

  • Customer Support (product, sizing and general questions): auto@isabellasfate.com.
  • Returns Department (return & exchange questions & requests) returns@isabellasfate.com. You do not need to email us for exchange instructions; these instructions are available to you in easy *step by step* format by clicking the 'EXCHANGES' link at the top of the website. Please visit this page for how to exchange instructions and for policy information.

 

Telephone Support

IMPORTANT NOTICE ABOUT TELEPHONE SUPPORT:   Telephone calls are not answered by a live representative but are automatically answered by an answering system. Call backs are made within 2-3 business days in the order in which they are received.

WHEN CALLING please do not call repeatedly only to hang-up - this WILL NOT RESULT IN A LIVE ANSWER, it will only clog the telephone system from other customers who want to leave a message. The telephone system answers automatically - not a live person. Please leave a message, *only once is needed* as leaving multiple messages may result in multiple call backs. You will be called back in 1-2 business days (M-F). If it is urgent email us, emails are answered 24/7 usually within a couple of hours.


BEFORE CALLING US PLEASE LOOK TO SEE IF YOUR QUESTIONS IS AMONG THE ‘MOST COMMON’ QUESTIONS BELOW – PLEASE DO THIS FIRST (it will just take a moment to check to see if you answer is below – call backs are made in 2-3 business days but you may find your answer immediately right here)

  • YOU WOULD LIKE THE STATUS OF YOUR ALREADY PLACED ORDER:      Please email auto@isabellasfate.com for a status inquiry. You may call for an update but this information will be emailed to you – we do not make call backs for order status inquiry. You can also simply login to your Isabella’s Fate account and view your order for the current status and your delivery time frame. If your delivery time frame has not bypassed you can still expect to receive your order by the latest date noted here.
  • YOU DO NOT KNOW IF YOUR ORDER WENT THROUGH:      Before
    contacting us please check the email address entered during checkout for our ‘Order Notification’ email  - don’t forget to check your spam/trash folders. If you are unsure of which email you entered please check all of your email addresses. If you do not see this order notification please email us at auto@isabellasfate.com; please include your full billing name and email address.
  • YOU DID NOT RECEIVE YOUR FULL ORDER OR ITEMS WERE MISSING FROM YOUR ORDER:      Most likely your order shipped in more than one package so before contacting us please take a moment to login to your Isabella’s Fate account and view your order. If this is the case you will see “Shipment 1” & “Shipment 2” under your order details. Multiple shipments will not arrive together.
  • YOU NEED TO MAKE AN EXCHANGE OR RETURN AN ITEM:     If you need to make an exchange there is no need to contact us as easy, step by step exchange instructions are readily available by clicking the ‘EXCHANGES’ button at the top of the website. For returns please first view our ‘RETURN POLICY’ page by clicking the button at the top of the website and then email the returns department at returns@isabellasfate.com. Please note that telephone support can in no way assist with return or exchange inquiries these are done by email only.
  • YOU WOULD LIKE SIZING & FIT ASSISTANCE:     To avoid
    confusion all sizing & fit help is conducted via email (not by telephone).   Please email us: 1. The item# or SKU, 2. The child’s age and size wearing now, 3. The child’s waist & chest measurements, 4. For suits & boys sets please include their outseam. If additional measurements are needed we will ask for them upon initial contact.                  Please do not contact us only to inquire if an item is “True To Size”; our products are true to their size charts. ‘True to Size’ is in the ‘eye of the beholder’ because what may be large on your child may be small on another child. Each item in our store has its own, product specific and accurate size chart located on the product page. This is located directly below the description or by click the ‘MORE DETAILS’ link above the description.

 

We are an internet based company and therefore emailing our knowledgeable customer care team will elicit a much faster, more thorough response. To email our customer care team please send email to auto@isabellasfate.com. Online email support is available 24 hours a day, 7 days a week.

If your email address is on file with us, we may email a response in leau of a call back so please check your email (including your spam folder) for a response.

Please include all information that may be pertinent to your question as missing
information may lead to a longer call back time or no call back. To call please dial 864-643-2400; call backs will occur within 1-3 business days, during normal business hours of: Monday to Friday 8:00am to 4:00pm EST.


STORE LOCATION:

  • Online Retailer Only – Sorry, No Local Pickups/Drop Offs

 

COMMUNICATION: 

Isabella’s Fate is an online retailer, so communication and contact from
Isabellasfate.com will always be in the form of email. If we need to contact you, we will do so via the email address on file with Isabella’s Fate. This includes but is not limited to: order confirmations, notifications, shipping notices, any questions we may have, possible order problems, out of stock notices, order updates, some telephone inquiries or possible cancellations that may occur.

This is our principal form of communication so please check your email often and ensure that the email address on file with Isabella’s Fate is your primary email.

 

 


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