FAQ
Frequently Asked Questions
Ordering
Where do you ship?
We ship to the United States only.
How much is shipping?
Free on every order, with no minimum spend.
Can I change or cancel my order?
You can cancel free of charge within 30 minutes of placing the order. After that we may already be preparing your parcel, so a later cancellation can either be declined or carry an 8% processing fee. For address changes, email us before the order ships and we'll correct it.
I didn't get an order confirmation.
Check your spam and promotions folders first. If it's genuinely not there, email info@audreycole-nantucket.com with the name and address you used and we'll confirm whether the order came through.
Delivery
How long does delivery take?
1–3 business days to process, then 5–9 business days in transit — 6–12 business days in total. Orders placed before 2:00 PM ET, Monday through Friday start processing the same day.
How do I track my parcel?
You'll get a tracking link by email as soon as your order ships. See Track Your Order for the full walkthrough.
My tracking hasn't updated in days.
Tracking usually starts updating 2–5 business days after dispatch. Quiet tracking in that window is normal. If nothing has moved after 7 business days, get in touch.
Returns and refunds
What's your return window?
30 days from the day your parcel arrives. Email us first with your order number — we'll confirm the return and tell you where to send the item before you ship anything.
What condition does the item need to be in?
Unworn, unused, with every tag and label still attached. Trying something on to check the fit is fine; that's not the same as wearing it.
What can't be returned?
Underwear, shapewear and bras once the hygiene seal is opened; personalised or made-to-order items; and anything damaged by misuse rather than by us or the carrier.
Who pays for return shipping?
For ordinary returns, you do. If the item was damaged or defective, we cover it.
Is there a restocking fee?
Approved returns may carry a 15% restocking fee. It never applies to damaged or defective goods.
How long does a refund take?
5–10 business days after your return reaches us and passes inspection. It goes back to the payment method you originally used. Original shipping costs are not refundable.
My item arrived damaged.
Let us know within 14 days of delivery. Send your order number, a couple of clear photos and a short note about what's wrong to info@audreycole-nantucket.com and we'll make it right.
Products and sizing
How do I choose a size?
Every product page has a size guide with measurements for that specific item. Sizing varies between pieces, so check the guide on the page rather than assuming your usual size.
How do I care for my item?
Care instructions are on the label and in the product description. As a rule, wash cold and hang to dry — it's the single biggest thing you can do to keep a garment's shape.
Will an out-of-stock item come back?
Sometimes. Email us the product name and we'll tell you whether a restock is planned.
Payment
What can I pay with?
Visa, Mastercard, American Express and PayPal. All prices are in USD. See Payment Options for details.
My payment was declined.
Usually the billing address doesn't match your bank's records, or the card isn't enabled for online payments. Check both, then try again or contact us.
Are there import duties?
No. The price at checkout is the price you pay for orders within the United States.
Contact
How do I reach a human?
Email info@audreycole-nantucket.com or call +1 (646) 582-9174.
Monday – Friday: 10:00 AM – 5:00 PM (ET)
Saturday & Sunday: 9:00 AM – 3:00 PM (ET)
We reply within 12–24 hours on business days.