How long will it take for my order to arrive?
All orders are shipped within 1-5 business days from the date the order is placed. Orders placed with Standard Shipping can expect 3-5 business days for carrier shipping once the order has left the warehouse. Orders placed with Express Shipping can expect 1-2 business days for carrier shipping once the order has left the warehouse.

Why hasn’t my order shipped yet? 
We kindly ask customers to expect 1-5 business days from when the order is placed and payment is processed for their package to be shipped. We do not process orders on Saturdays, Sundays, and Holidays. When your order is processed, you will receive a shipment confirmation email with a tracking number from our customer support team. Please reach out to us at info@stillhere.nyc if you do not receive a shipment confirmation email within 5 days of order confirmation.

What locations do you ship to?
Still Here offers shipping worldwide. International shipping costs, duties, taxes, VAT, and other relevant charges are the sole responsibility of purchasing customers. 

How do I return my order? 
For online orders, please use our Returns and Exchanges Portal linked here. Orders purchased in-store must be returned in-store.

Why isn’t the return portal working?
If the return portal is not working for you, please ensure that your return or exchange is within the eligibility period, as the portal will not allow returns or exchanges outside of this period. Your order number begins with #SH and the zip code entered should match the zip code of your shipping address. If you are within the eligibility period and still having issues, please reach out to us at info@stillhere.nyc

Can I exchange my online order? 
Exchange or store credit is available within 14 days of delivery. The item must be returned in original condition and packaging, unworn, with tags still attached. Exchange orders are not eligible for refunds, only store credit.

What is the cost of a return?
All online returns and exchanges will result in a $13 processing fee. Processing fees cover shipping and restocking services. In-store returns and exchanges are free of charge.

How long does a refund take?
Please allow 3-5 business days for processing once the order is received in our warehouse. If you selected store credit, you will be emailed your store credit once the return is processed. 

When will my exchange ship?
Your exchange will ship once the return has been received at our warehouse and processed. Please allow 3-5 business days for processing once the order is received in our warehouse. You will receive an email with the tracking information once your exchange has been shipped.

Can I make an in-store return or exchange for online purchase?
Yes! In-store returns and exchanges can be made for purchases both in-store and online and are free of charge.

Can I return an item that has been worn?
We are unable to accept returns or exchanges on product that have been worn, washed, or had the tags removed. The product must be returned in its original condition, unworn, with tags still attached. Please reach out to us at info@stillhere.nyc with any concerns about your order prior to removing the tags.

Can I modify or cancel my order?
If you have not received a shipping confirmation email yet, we are still able to modify or cancel your order. Please reach out to info@stillhere.nyc to make any changes or cancel an order. Once your order is in transit, we are unable to make changes or cancel the order.

I haven’t received my order confirmation email, has my order been confirmed?
Please check your spam folder for your order confirmation email and reach out to us at info@stillhere.nyc in the event that the email cannot be found.

Where is my order?
Tracking information can be found on the shipment confirmation email. Please allow at least 24 hours for tracking information to populate after receiving the shipment confirmation email. 

What if my item is damaged?
If you receive a damaged item, please reach out to info@stillhere.nyc immediately. If you wish to return an item that was damaged upon receiving, please let us know that the item was received in such condition before initiating a return, otherwise the return may be rejected.

What if my package is lost or stolen?
Email us at info@stillhere.nyc with your order number, and our customer service team will help arrange a replacement. At this time, we are only able to issue replacements for missing packages, not refunds.

Can I purchase a gift card?
Yes! Please find our gift cards here. Please note that this is a digital gift card, and will be emailed to you. We have physical gift cards available for purchase in-store.

How do I take care of my denim?
For most of our denim, we recommend hand-washing inside out in cold water and air drying. Some items, like the Buckle Jean, require more specialized care due to hardware. Please refer to the individual product page or the care tag inside the jean for instructions specific to the product. We do not recommend washing your jeans in the washing machine, even on a gentle or hand-wash cycle.

How should I care for dark wash denim?
Any of our dark wash products should be worn with care and discretion, as indigo is a natural dye and may bleed onto lighter colored fabrics prior to the initial wash. 

I have an issue with a product or believe it is defective.
If you receive a damaged item please reach out to info@stillhere.nyc with your order number, a description of the problem, and a picture of the issue.

What if an item is out of stock in my size?
Please sign up for restock notifications for the particular style and size you would like to purchase and you will be notified once the item is back in stock.

When will I receive a reply to my email or text after contacting customer service?
Our customer service channels are monitored by our team Monday-Friday, 9am-5pm. We try to respond as soon as possible, but please allow at least 24 hours for a response from our team. To receive a quicker response, please include your order number in the message.