Welcome to Customer ServiceClick on a category to the left for help with your order, your account, and more.
To speak with a service representative, call toll-free within the U.S. at 1 (800) 323-9525 . Outside the U.S., call 818-408-8650.
Frederick's of Hollywood representatives are available by phone 7am PT – 7 PM PT Monday – Friday, and 7 am PT – 12 noon PT Saturday.
Frequently Asked Questions
Return Frequently Asked Questions
- How do I return product without my invoice?
- What if I do not have a return label?
- How do I fill out the return form?
- How will I be refunded for my return?
- How will my exchange items be billed?
- Will I be charged shipping for my exchange item?
- What if I no longer have the same credit card, how will my refund process?
- How long will it take to process my refund?
- How will I know that my return has been refunded?
- Can I return my product to one of your stores?
Simply place a piece of paper with the Order Number, the billing person’s first and last name, the item you are returning, state the reason why you are returning the merchandise, and also specify if you would like a refund or exchange.
- If an exchange is needed, include the item number, color/size, and price of the item.
What if I do not have a return label?
You may return the product with a shipper of your choice.
- For your protection we recommend that you obtain a receipt from the shipper/mailer and insure your package for the amount of its value and/or retrieve a delivery receipt.
- Send to:
- Mail Order Corporation
P.O. Box 2949
Phoenix, AZ 85062-2949
How do I fill out the return form?
There are 10 reasons for return, take the number for the best reason for your return and place this number on the front of the invoice next to the description of the item in the column marked “RTN Code” and include a copy of the invoice in your return.
- Too small
- Too big
- Received wrong item
- Received wrong size/color
- Unlike photo/description
- Late delivery
- Poor quality/workmanship
- Do not like
- Received damaged
How will I be refunded for my return?
A merchandise refund will go back to the original credit card it was purchased on
- If you use the pre-paid UPS label, the $7.95 will be deducted from your refund.
- If you use a shipper of your own choice, the full merchandise amount will be refunded.
- Original shipping and handling fees will not be refunded.
How will my exchange items be billed?
A merchandise refund will first be processed back to the original credit card.
The exchange item will be billed separately on to the credit card used for the order once it processes and ships.
- It is sometimes possible to see the exchange items billed before the refund due to refunds being posted within 3-5 business days from the date of the refund transaction
Will I be charged shipping for my exchange item?
We do not charge shipping on your exchange as long as your exchange items do not exceed the original purchase price of your order.
- Example #1: You returned an item for $30 and your exchange item is $30, you will not be charged for shipping.
- Example #2: You returned an item for $30 and your exchange item is $50, you may be charged shipping fees based on your new merchandise subtotal. See the shipping and handling chart for details.
What if I no longer have the same credit card, how will my refund process?
If the credit card on file has been cancelled, or you no longer have this account, the refund will still be processed back to that credit card payment method.
- Once the refund has processed, you will be able to contact the credit card company and they will help you to retrieve this refund amount.
How long will it take to process my refund?
Returns typically take 1-2 weeks to process; however, they can take up to 30 days from the date they are received to our warehouse
How will I know that my return has been refunded?
An email will be sent to the email address on file once the refund is processed as long as you have opted-in to receive our emails
Can I return my product to one of your stores?
If you purchased your product through the Internet or by phone for mail order, the items must be returned to our warehouse for processing. These orders cannot be returned to a store location.
Backorder Frequently Asked Questions
- Why did my backorder date change?
- How am I notified about changes to my backordered item?
- When will my backorder ship?
- Why is my backordered item not discounted?
Backorder dates can change from time to time based on the amount of time it is taking to manufacture the item. We normally do not anticipate backordered items being placed on a further backorder; however, if this does happen, we will notify you by email/mail. Please be sure you have opted-in to receive our emails and that you have provided a valid email address.
How am I notified about changes to my backordered item?
We will send you an email if the date of your backorder gets extended. To ensure you are on our email list, please opt-in again at the bottom of this page.
If there is no email address on file for you, a letter will be sent through the mail to the billing address you provided.
If you had made an account prior to purchase you may also log in to your account on our website to see any changes to the backorder date as well.
When will my backorder ship?
The expected date of the backorder is when it is received into our warehouse to ship. Once it is ready for shipment (usually within 24 hours), the item will ship out with standard delivery.
Why is my backordered item not discounted?
Backordered items are generally excluded from any discount promotions. In special circumstances we will honor discounts; however, that information will be noted in the offer details.
Gift Card Frequently Asked Questions
- Where can my gift card be used?
- How can I check the balance of my gift card?
- Should I keep my gift card after it has been used?
- What if I threw my gift card away and I want to return items from my order?
Gift cards can be used as payment for an online or in-store purchase with us.
How can I check the balance of my gift card?
To check the balance of your gift card, please contact the telephone number given on the back of the gift card.
Should I keep my gift card after it has been used?
Yes, if any refunds are processed on the order, it will process back to the original payment method. You will be able to use this card again with the remaining balance.
What if I threw my gift card away and I want to return items from my order?
The refund will post to the gift card and you may contact us once you would like to use the balance for a new purchase.
Other Frequently Asked Questions
- Where can I see the offer details?
- Why does my discount code not work?
- Why is there no area to put my discount code?
- Can I check stock availability of an item at one of your stores?
- What notifications will I be receiving through email?
- Why am I not receiving my email notifications?
- How can I be UNSUBSCRIBED from email?
- If I order an item today, when will I get it?
The details of each offer we are honoring will be placed in an offer details section. This can be seen when you click on the text of the promotion under the search box on our homepage.
Why does my discount code not work?
Discounts are not always compatible with other promotions. You may check the offer details page for any clarification on specific promotions.
Why is there no area to put my discount code?
This box will not be active when there is a site-wide promotion that will override any other discount. You may either place your order with the current discount, or save your promotional discount code for a future order if it is still valid at that time.
Can I check stock availability of an item at one of your stores?
Stock availability is not accessible for store locations. Please contact the individual store for this information. Click here to check for a store near you.
What notifications will I be receiving through email?
By opting in to accept our emails, you will receive order status notifications about your order. To ensure you are on our email list, please opt-in again at the bottom of this page. We will send you the following notifications:
- Order Received
- Order Status – Including all item’s status
- If your order is on Hold for any reason, cancelled, or sold out
- The shipping confirmation
- Backordered item updates
- Return Tracking, Return Received, and Return Refund Processed
Why am I not receiving my email notifications?
To ensure you are on our list, please opt-in again at the bottom of this page
Also, these emails could possibly be filtered into your junk folder by accident, so don’t forget to check there
Add the following email address to your contacts list to ensure these emails will be received: firstname.lastname@example.org
Check with your service provider if these emails are still not received
How can I be UNSUBSCRIBED from email?
To be unsubscribed from our email list, you will no longer receive our promotional materials through email
There are two ways to be unsubscribed, you may click on the link below,
- Or, on the latest email you received, go to the bottom of the email and click on the link that states “To unsubscribe from this list and from future mailings, please click here.” Once you click on this link it will take you to the area to be unsubscribed
You will continue to receive any emails about your outstanding orders
If I order an item today, when will I get it?
For orders that have been authorized for payment and are currently in-stock, we have provided a shipping table below. Please keep in mind that actual delivery timeframes may vary due to carrier scheduling.
Next Business Day - If ordered before 12 PM PT
Ordered On Expected Arrival Sunday Tuesday Monday Tuesday Tuesday Wednesday Wednesday Thursday Thursday Friday Friday Monday Saturday Tuesday
Next Business Day - If ordered after 12 PM PT
Ordered On Expected Arrival Sunday Tuesday Monday Wednesday Tuesday Thursday Wednesday Friday Thursday Monday Friday Tuesday Saturday Tuesday
2 Business Days - If ordered before 12 PM PT
Ordered On Expected Arrival Sunday Wednesday Monday Wednesday Tuesday Thursday Wednesday Friday Thursday Monday Friday Tuesday Saturday Wednesday
2 Business Days - If ordered after 12 PM PT
Ordered On Expected Arrival Sunday Wednesday Monday Thursday Tuesday Friday Wednesday Monday Thursday Tuesday Friday Wednesday Saturday Wednesday
3-4 Business Days - If ordered before 12 PM PT
Ordered On Expected Arrival Sunday Thursday or Friday Monday Thursday or Friday Tuesday Friday or Monday Wednesday Monday or Tuesday Thursday Tuesday or Wednesday Friday Wednesday or Thursday Saturday Thursday or Friday
3-4 Business Days - If ordered after 12 PM PT
Ordered On Expected Arrival Sunday Thursday or Friday Monday Friday or Monday Tuesday Monday or Tuesday Wednesday Tuesday or Wednesday Thursday Wednesday or Thursday Friday Thursday or Friday Saturday Thursday or Friday