PS Dept.

Frequently Asked Questions

Membership:

How do I become a PS Dept. member? Membership plans are available to purchase directly in app. Once you’ve downloaded the app & set up your profile, you will find the membership packages in the menu on the left side of the app. From there, select the membership plan you’d like and tap “Buy.”

Pick the tier that best suits how you shop. Remember that you can always search or shop the feed for free without any membership required.

How do I pay for my membership? We understand that life is busy. Therefore, BY DEFAULT, YOUR PS DEPT. MEMBERSHIP WILL AUTOMATICALLY RENEW, AND THE APPLICABLE MEMBERSHIP FEE WILL BE AUTOMATICALLY CHARGED TO YOU AT THE TIME OF RENEWAL. If you do not want your membership to renew, you can cancel it at any time via the Subscriptions section of your Settings on the PS Dept. mobile app. To avoid being charged for the next billing period, you need to cancel your membership at least one day before the renewal date.

Can I sign up for a free trial? Absolutely! We understand that you may want to try out the service, so offer 1 free week of Insider membership to new users. The card you used to sign up for a free trial will automatically be charged one week from the date you signed up. If you do not want your membership to renew, you can cancel it any time before the end of your free trial via the Subscriptions section of your Settings on the PS Dept. mobile app.

We currently only offer a free trial for Insiders; you can upgrade to the Influencer membership at any time via the Subscriptions section of Settings in the PS Dept mobile app.

How do I change my membership type? Changing your membership is simple. If you’re currently signed up as an Insider you can easily upgrade to Influencer by navigating to Settings on the side menu of the PS Dept. mobile then clicking Subscriptions. You can also change your membership type from Influencer to Insider in this same way. Please note that Icons can join by invite only; contact us in app or email us at ask@psdept.com if you’re interested in applying to be an Icon. You must have an active membership account in good standing to be eligible for Icon status.

How do I cancel my membership? You can cancel your membership at any time by navigating to Settings on the side bar of the PS Dept. mobile app, then clicking Subscriptions, then clicking Cancel. If you cancel your PS Dept. membership before the trial period has expired, we will not charge you. If you choose to cancel after your membership has started, you will have access to member benefits through the end of the period during which you cancel the membership. Any accrued PS Points will be cancelled at the end of the period during which you cancel the membership.

Is my annual membership refundable if I cancel? Membership fees are non-refundable.

Can I re-enroll in membership after I’ve cancelled in the past? Absolutely. Join us again anytime by buying the membership plan you’d like to re-enroll in. The membership will begin as soon as your purchase is complete. Please note that any points previously accrued do not renew.

Are there additional fees as a member? We charge certain service fees based on your membership tier as well as the specific item you are purchasing. > * Insiders pay service fees on orders that require sourcing from our team of shopping experts. Certain brands that can only be sourced offline may include higher service fees. > * Influencers do not pay service fees, except on certain premium items that must be sourced offline through our extensive partner network. We’ll always give you a heads up if your transaction will include additional fees at the time you submit the request. > * Icons never pay service fees. > * We never charge service fees on items purchased from search or the main feed.

Is membership transferrable? No, your membership only applies to you.

How do I earn points? You earn 1 point for every $1 spent on PS Dept. Use your points to pay for eligible products available on PS Dept. Every 100 points equals $1. The dollar amount of any returns will be deducted from your points total. Points earned on any purchase are only available for redemption 30 days after that purchase date.

Points cannot be earned on sales tax, delivery or shipping fees, alterations, gratuities, service or sourcing fees, and other fees. Services offered by PS Dept. such as styling sessions or Memos are not eligible for PS Points. Points cannot be earned on products purchased with PS Points. If you use PS Points to cover part of your purchase, you will only earn new PS Points on the remaining balance.

Free users (i.e. non-subscribers) can accrue points on purchases made via the feed or search, but these points cannot be redeemed without an active subscription.

How do I redeem my membership points? Simple. At checkout, subscribers will have the option to redeem available points on your current order if your purchase includes an eligible item. Generally, all items on the main feed are eligible for purchase by points. Points earned on any purchase are only available for redemption 30 days after that purchase date. Remember that if you cancel your membership, any unused points will be lost.

Please note that items purchased using points are final sale.

How many points do I currently have? Your current point balance is shown in the left side menu.

Are points transferrable? No. Accumulated membership points are for you to enjoy and cannot be transferred to another membership account.

What if I don’t have enough points to cover the entire cost of the item? No problem! We’ll charge any additional cost not covered by points to your credit card on file.

Do points roll over year to year? No. Points will not roll over into each new year. Any points unused before January 31 of each year will be lost.

Can my points be credited back in cash if I cancel my membership and have remaining, unused points? Points can only be redeemed for specific products in app and cannot be redeemed for cash. Any unused points that remain at the end of the membership term will be lost. If you renew your membership, your previously accrued points will not be renewed.

Can I earn points on purchases I’ve made on PS Dept. in the past? PS Points can only be earned on purchases made on or after April 1, 2017.

Membership Tiers:

Insider You love to shop and want great service and exclusive perks only available @psdept. Insiders can access our 1:1 services, including our in-house stylists and world-renowned sourcing team to unlock our global network of partners, retailers, and fashion exclusives; if an item exists, we will find it for you. With this membership plan, you get: > * 3 shopping requests per month for sourcing or recommendations > * 1 point for every $1 for shopping on PS. Redeem on the latest and greatest in fashion. > * Online memos for purchase, geared towards your travel or seasonal wardrobe updates > * Savings by applying points on eligible purchases > * Access to VIP sales > * 30% off first Armarium gown on loan

Influencer You are a serious shopper and love the idea of delegating your shopping to an expert who has all the answers and gets things done. With unlimited requests and priority responses, you shop VIP – with no service fees to boot. With this membership plan, you get: > * Unlimited shopping requests for sourcing or recommendations > * 1 point for every $1 for shopping on PS. Redeem on the latest and greatest in fashion. > * Online memos for purchase geared towards your travel or seasonal wardrobe updates > * Savings by applying points on eligible purchases and by the elimination of fees on most products (some fees may still apply) > * Access our CS team via DM for help with your orders, including international shipping > * Access to VIP sales > * Sign-up bonus points worth $100 > * 50% off first Armarium gown on loan

Icon You want it all, and you’re going to get it. Unlimited requests, insider access, and all of the perks. With this invitation-only membership, you get: > * Direct access to a dedicated stylist > * Unlimited shopping requests for sourcing or recommendations > * 1 point for every $1 for shopping on PS. Redeem on the latest and greatest in fashion > * Four online memos annually for your travel or seasonal wardrobe updates > * Access our CS team via DM for help with your orders, including international shipping > * Access to exclusive events like fashion shows, designer meet & greets, and early trunk show previews in addition to VIP sales > * FaceTime appointments with your stylist for complimentary closet consultation sessions > * Free Armarium gown on loan

Services:

Why shop with PS? PS Dept. offers the world’s best shopping service. We connect our members with all online and offline inventory using our global network of retail partners. If you’re looking for a specific item, want advice on what to wear, or can’t find what you’re been dreaming about – just let us know and we’ll hunt it down. We’re your outsourced team of expert shoppers, saving you time and energy.

Pro tips for using PS – > * When submitting a request for a certain item, be as specific as possible (ie color, fabric, hardware), include a photo if you can, and always include your desired size. For quickest service, be sure to include the brand name (and only the brand name!) in the text field. > * When submitting an ID request, it’s helpful if you can let us know the source of the photo to expedite our search > * When submitting a more general request, please include size and price point. If the item is for a specific event, it’s helpful to let us know what and when the event is, as well as a few of your favorite designers.

What is a shopping request? Shopping requests are asks that require a human touch within the shopping realm. Examples of this include: > * Hunting down items for you > * Sourcing from physical stores > * Sending recommendations > * Purchasing products on your behalf > * Finding products featured on the feed that are sold out in your size

Our team of experts is what makes our shopping experience unique to any other online marketplace or search engine.

How do I submit a shopping request? To submit a shopping request, click the message icon on the lower left corner of the main feed and let us know what you’re looking for, or tap “Ask About Item” at the bottom of each item posted. See our PRO TIPS above to ensure the fastest and most accurate response.

What can I submit shopping requests for? You can submit a shopping request for generally any luxury or contemporary fashion item. Think ready-to-wear, handbags, sunglasses, shoes, and more. We generally do not service shopping requests for kids or home items or commodities. Browse our feed for guidance on the type of items and brands we shop for.

How does your fashion sourcing team perform their #fashionmiracle? Our team of dedicated brand managers oversee the top brands in fashion– their job is to know literally everything about that brand and where it’s sold worldwide. Our sourcing team takes 4 steps to find items globally: > 1. Intensive online searches. > 2. Offline searches of the brand’s own stores, department stores, and specialty boutiques. > 3. The brand’s corporate office and global retailers. We partner with all of the major brands, and pass on the benefits of these special relationship to you. > 4. Magic, of course.

How do I know what your sourcing team finds is authentic? We only purchase items directly from the brand’s own store or authorized wholesalers of the brand. The products ship straight from the store to you as an added layer of authentication.

If I put an item into my cart, does that mean it’s available? We are a marketplace featuring items from a wide network of retailers, and we do our best to keep it up to date. However we cannot guarantee an item’s availability, even if you are able to add it to your cart. Don’t worry – if an item is unavailable, we’ll cancel your order and any charges will be removed from your credit card.

What service fees do you charge? We charge service fees on shopping requests that require the help of our team of shoppers. > * Insiders pay an 8% service fee for most shopping requests > * Influencers do not pay service fees on shopping requests, except for premium brands that must be sourced via our more extensive network, which include a 5% service fee. We’ll always give you a heads up if your transaction will include any additional fees at the time you submit the request. > * Icons never pay service fees. > * Purchasing directly off the feed or using our search function is always free.

What is a styling session? It’s an awesome service we designed for you to get recommendations online. Each styling session starts with 5 full outfits curated for you. The stylist will ask for feedback on the first round of outfits and will tweak the recommendations if they are not yet perfect. The stylist will send another 5 full looks for a total of 10 outfits for you to shop from. Since each session is curated specifically for you, at the end of the session you’ll be able to tip your stylist- we suggest a 5% gratuity on purchases, but the gratuity is completely up to you.

How do you select your stylists? We have an extensive hiring process to ensure we only bring on the best of the best talent. In fact, almost every stylist on our team began as a customer of PS and to us that means that they get it. If you are interested in joining us, email us at careers@psdept.com. We are always looking for amazing talent.

Purchases:

I’ve placed my order on the app, now what? Once you’ve made your purchase, our platform pre-authorizes your credit card for slightly above the total price of the product to account for fluctuations on tax rates. Our team then sources the product from authorized retailers with the best shipping, tax, return, and refund policies for you. If in the rare instance the item is completely sold out after you’ve bought, your pre-authorization will be cancelled and held funds will typically drop off your credit card within 48 hours.

Please note that your order may take 1-2 business days to process, depending on your membership tier – Icons and Influencers receive priority service. In addition, the merchant retailer may take additional time to process your order and you may not get your receipt or tracking number immediately.

When is my card charged? Once the order has been placed on our end, you will receive a receipt in app and via email and the charge will actualize on your account within 24-48 hours.

How long will it take to receive my order? When placing orders standard ground, please allow 7-10 business days for delivery, depending on your location. Expedited shipping options are available for selection at checkout.

How can I track my delivery? We will keep you updated with tracking information and an estimated delivery date once it’s provided by the retailer. You can also track the item directly by clicking on the tracking link provided in app. Specialty stores will not provide tracking information for your security.

Which payment methods do you accept? We accept all major credit cards including Visa, MasterCard, Amex & Discover.

Can I split tender on my purchase in app? No. Only one credit card may be entered in your app account profile. You may apply PS Points to eligible purchases if you are a member.

Can I use an existing store credit for my purchase on PS? We’d love to help you offload your personal store credits, but we currently only accept major credit cards for all purchases on the app.

What if I want to send a gift? Do my billing and shipping addresses need to match? Most retailers that we source from allow you to ship to an address different from your billing address. We’ll let you know ahead of time if the retailer does not permit shipping to a different address.

Do you sell PS Dept. gift cards? Yes! You can gift your friends membership packages by purchasing an online PS Dept. gift card- easy! Reach out to us in app if you’re interested in gifting a membership.

Do you gift wrap? Special occasion? We’re happy to work with retailers to see if gift wrapping is an option. There may be an additional charge incurred, which will be sent to you in app for processing.

Do I have to be home to receive my package? For your security, most orders are sent signature required. Please let us know if you need to make alternative arrangements to accept the package(s).

What if I want to cancel or make changes to an order? No problem, just let us know ASAP if you’ve had a change of heart or need to make order adjustments. We will do our best to work with the retailer to catch the adjustment/cancellation in time. We’ll let you know if the request could not be made.

Do you offer same day deliveries or expedited shipping? Yes, but it depends on the retailer and where the order is shipped. We will do our best to accommodate for #fashionemergencies! Just know additional costs will be applied. We cannot guarantee same day or overnight delivery for requests submitted after 3pm EST.

Do you ship internationally? Yes, most retailers ship internationally. We’ll let you know how much it will cost to ship internationally before we process the order. Return shipping may not be covered. If the retailer does not ship internationally, we will work them to get your item to you – we currently only offer this service to Influencers and Icons. Additional shipping costs and taxes will apply.

Please note that given retailer return windows, items shipped internationally may be final sale. We will always let you know in app before placing the order.

Do I have to pay shipping fees for my orders? We source from an extensive network of retail partners, and work with them to get you free shipping on your orders whenever possible. Most of our partners offer free round-trip shipping on orders. If we are sourcing from a vendor that does not offer free shipping, we will notify you in app before completing your order.

Will I need to pay taxes and duties? Yes, you are responsible for paying taxes and duties. We’ll let you know if the retailer will bundle these into the total order cost, which you pay upfront, otherwise they must be paid upon arrival. Please note that these are non-refundable.

Taxes are calculated based on the retailer’s location and your shipping address, and cannot be waived.

Can I reserve an item to buy later? You can keep items in your shopping bag for as long as you’d like, however, there is no guarantee that it will be available by the time you’re ready to purchase. Placing an item in your bag does not place a secure hold on the item.

How will my orders be packaged? All orders are shipped directly from authorized retailers. Packaging will reflect that of the individual retailer’s standards.

Where can I find size and fit advice? We’re the experts and will provide you with all the product information needed before you make your final decision. Please note that only members can DM with our fashion experts.

Returns:

How do I know the return or refund policy of the items before I buy? We source from a network of retailers and are dependent on their return policies. We’ll let you know if a retailer’s policy is different from our promise of full refund for products returned within 15 days of receipt. Stores firmly adhere to their return policies, and there are no exceptions if you are not able to get the item back in time. In instances where products are final sale, we must have written consent in app that the product is ok to send before we will process your order- we do this for your protection.

To ensure your items are received in time to be eligible for refund by the retailer, please be sure to use the return label included in your package. Retailer return windows may be missed if items are sent to PS Dept. HQ first rather than direct to retailer.

As a reminder, we do offer CS support for return issues to our members – reach out to us in app for assistance.

How do I get a return label? Most retailers include return labels in the package; always use the return label included in your order and follow the retailer’s instructions to ensure your return is processed as quickly as possible.

We can also help you get a return label if your order did not include one. Tap “Return Item” in app and hit “Yes” when asked if you need a label. Print from your email and send it right to us- we’ll take it from there! Please note that we charge insiders $15 for each return label to cover the cost of shipping, which we detract from your refund. Influencers and Icons do not pay an additional charge for return labels we provide.

Return shipping labels generated by PS Dept. are directed to PS Dept. HQ rather than the unique retailer, which adds additional days to your return & refund process. If you need to use a return label provided by us, please be sure to initiate the return as quickly as possible to ensure the package is received by the retailer within the return window.

If I want to return an item outside of the return window, can I receive a PS Dept. credit? No. We won’t be able to accept items after the retailer’s return window has closed.

What if my order arrives damaged? Quality is key. If you’re unhappy with how your order arrived from the retailer, let us know ASAP and we’ll resolve the issue for you.

How long does it take to receive my refund? As soon as the retailer receives your return and credits our account, we will process your refund ASAP. Please allow for 7-10 business days from the retailer processing the return to receive the refund.

Customer Service:

What are your hours of operation? Our dedicated team is here to help Mon-Fri 9:30-5:30pm EST but feel free to reach out to us anytime and we’ll be in touch as soon as we can!

What sort of customer service support on my orders can I expect to receive? We’ll see the order all the way through! In most cases, you can expect to receive your product within 7-10 business days of your order unless you opted for expedited shipping. After you purchase, we’ll send along your tracking number if the retailer provides so you can check on your delivery. You’ll also receive push notifications about your refund if you decide to return the item.

Members receive additional customer service support depending on their membership tier. Insiders can message our CS team with basic questions like sizing and fit, and can also get help with returns. Influencers and Icons get full access to our CS team with priority, as well as a few special perks like international shipping and on-demand return labels. Check out our membership tiers above to learn more.

How do I get in touch with PS Dept. Customer Service outside of the app? Reach out to us in app for the fastest service!

Is my personal information safe? Yes, we adhere to industry-standard PCI compliance. We process payments through Stripe Checkout, and promise to never share your personal information with anyone without your permission. PS Dept. does not sell or rent your personal information to marketers or third parties. See https://www.psdept.com/privacy for further information.

I forgot my password, now what? You can reset your password by clicking “Forgot Password?” on the login screen of the app and providing your email address. An email will be sent to you with a link to reset your password.

Free Users:

How do I use your app? Free users can shop our curated feed of fashion content, or search for and buy specific items. Get inspired, and then buy it! Free users also accrue PS Points for all purchases made on the app – though points can only be redeemed if you upgrade to a subscription membership. See our Subscription tiers for more information.

How do I get my receipt and tracking number? We will send your receipt and tracking number along to you in app as soon as the retailer provides them.

How do I return an item? To return an item, please use the return label provided in your package by the retailer. Most retailers include return labels in the package; always use the return label included in your order and follow the retailer’s instructions to ensure your return is processed as quickly as possible.

As a reminder, we do offer CS support for return issues to our members – check out our Subscription tiers for more information.

What if I have an issue with my order? We only offer CS support to our members, in order to ensure the highest quality of service. You can always reach out directly to the merchant retailer, or you can email us at ask@psdept.com and we will do our best to respond.

What if I want to cancel my order? If you would like to cancel your order, send us an email at ask@psdept.com. Please be sure to write “Cancel Order” and include your order number in the subject line to ensure a quick response.

Why was my order cancelled? If an item purchased from the feed or search is unavailable in your desired size, we will cancel your order and any related charges will be removed from your credit card.

How do I get more info on a product I want to buy? Our team of fashion experts is here to help! Subscribe today for access to learn more about a product, including fit, sizing, fabric, and more.

Will I ever pay fees? We do not charge service fees on products purchased from the feed or search.

I want something that’s sold out – how do I get it? Our fashion sourcing team can help! We have access to a global network of online and offline inventory, and can help you find whatever you’re looking for. Subscribe today to access our fashion sourcing team.

I’m looking for a specific item that’s not available on your feed – how do I get it? Our fashion sourcing team can help! Subscribe today to access our sourcing team and submit a shopping request for the fashion item you’re hunting for.

I don’t see what I’m looking for on the feed – how do I get it? Our fashion sourcing team and amazingly talented stylists can help! Subscribe today to access our sourcing and styling teams, and submit a shopping request for the fashion item you’re dreaming of.