FAQs

We Have Upgraded Our eCommerce System!

 

In order to better serve our customers, we have upgraded our eCommerce system. Some things on the site have changed but some have remained the same. We will do our best to convenience our customers in any way. For customers who placed an order on our WEBSITE before September 8, 2017: If your are having issues logging into your account or need a complete list of your previous orders with us just send an email to help@cecilandlou.com.

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What is a pre-order and when will I receive my pre-order items?

 

A pre-order is an item purchased ahead of time which has not yet been manufactured by our supplier. All pre-orders are clearly marked on the website and on social media.

All pre-orders differ in shipping times. Please allow a minimum of 8 weeks for shipping. We recommend you do not pre-order an item for a certain special event, as this time frame is not a guarantee but an ESTIMATE provided by our manufacturer.

ETAs are always given in the description of the item before you place your order. The estimate of “early” month means it should arrive to us between the 1st and 14th of the month. The estimate of “late” month implies it should arrive to us between the 14th and 31st of the month. Please note that all pr-eorder shipping times are subject to change.

If you chose monogramming with your pre-order, this can take an additional 15 business days or more to process and ship out your order.

 

How long will it take to receive my order?

 

We always ask that you allow at least 15 business days for monogramming.

If you have purchased a non-monogrammed in stock item, our policy is to ship within 5 business days. We strive to ship orders within 24-48 hours. We ship via USPS. You should automatically receive an email with a tracking confirmation when your package is scanned at the post office.

First class shipping can take 5-10 business days. If you upgraded your shipping to priority mail then it usually takes 2-3 business days. The postal service observes national holidays and can experience longer-than-usual delays in extremely busy holiday seasons.

The addition of a monogram adds at least 15 business days to this processing time.

Cecil and Lou's business days are Monday through Friday. Please note, weekends or holidays are not considered business days.

 

What is your return or exchange policy?

 

CLICK HERE to see our Returns and Refund policy page.

Customers must email us at help@cecilandlou.com within 3 days from when order was delivered for any discrepancies. 

 

How can I order from Instagram and Facebook?

 

Before you place an order on social media you will first need to register through Soldsie. Please visit www.soldsie.com/smockedthreads/ or www.soldsie.com/instagram/cecilandlou to register. Then all you have to do is comment “sold” and the size you need ( for example: sold, 3m) to receive an invoice in your inbox automatically. Invoices will expire within 48 hours. If you are on the waiting list, availability is contingent upon the person who is in line in front of you. If the item becomes available, you will be notified of that via email.

 

Can you provide more information about a current sale?

 

We occasionally offer special discounts on our website. All sales are for a specified limited time and sale prices will not be applied retroactively to any previous orders.

Free first-class shipping is for first class only, not priority mail. Any order over 16 oz must be shipped priority mail, therefore will not qualify for this sale.

 

May I make any changes to my order after I have checked out?

 

We cannot make any changes once an order has been processed in our system. All sales are final. We are unable to facilitate address changes, size changes, and monogram changes. Please double check your order before you check out.

 

How do I contact the company if my question wasn’t answered?

 

Our customer support team is eager to assist with any other information, at help@cecilandlou.com. If you have questions regarding a specific order, please include your order number in the email. It is just necessary to send us one email; multiple emails can cause potential confusion and further delay in response. We strive to answer all emails within 24 hours on business days. Cecil and Lou's business days are Monday through Friday. Please note, weekends or holidays are not considered business days.