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Free shipping & returns on all orders, always. Shop now. 🛒
Free shipping & returns on all orders, always. Shop now. 🛒

FAQs

Verticale Values

What are the Verticale Values?

The Verticale Values are 10 standards we use to curate the brands we sell around. These values spread across Sustainability, Ethics, Inclusivity, Health, and Diversity and are labeled as: Responsible Materials, Reducing Waste, Ethical Production, Local Craftsmanship, Clean Ingredients, Health & Wellness, Inclusivity, Black-Owned, For Women, By Women, and Giving Back. All brands on our site must include at least one of these values in their ethos.

How else do you curate brands?

Beyond our Verticale Values we look for high quality products that we have tested and approve of. We also look for brands with a human-centric, unique voice and tone.

How do you assure brands meet the Verticale Values properly?

We have an extensive interview process with our brand partners where we ask in-depth questions about their stories and brand values. We also require supplemental information for some of our values, such as Responsible Materials or Reducing Waste. You can read more about this on our Verticale Values page.

 

Order Placement

Do I need an account to place an order?

No, all you need is an email address. We recommend that you register for an account to start adding pieces to your cart. 

I have forgotten my password: what should I do?

Simply follow the 'Forgot your password?’ link on our Sign In page and enter your email address. You’ll then receive an email to reset your password.

How do I receive Verticale email updates?

Stay informed of new arrivals, trends and exclusive promotions by entering your email address at the bottom of our homepage. You can then manage your email preferences under ‘My Account’.

How do I place an order on your site?

It's easy! Here’s how: Choose a category from the top navigation menu or search to explore a specific style or trend. Select your desired piece and click ‘Add to bag’. Once you've added all items, it's time to checkout’. Sign in to your account or, if you've not yet created one, proceed via guest checkout. Enter your address, payment method and delivery details to complete your order. That's it – we'll confirm the order and it will be carefully prepared and shipped to you, with updates every step of the way.

Can I place an order over the phone?

At this time we are online order only. But don’t worry, we made our site very easy to use. If you have any trouble, however, please email us at hello@theverticale.com

Where can I find size & fit advice?

 

Payments

When will my card be charged?

If you pay by debit card or PayPal, The Verticale will take payment at the point your order is placed on our site. If you pay by credit card, full payment is usually taken once your order is ready for shipping, but your bank or card issuer may reserve the order amount in your account immediately.

What payment methods do you accept?

ShopPay Visa MasterCard American Express PayPal Apple Pay Google+ Affirm For your safety, security checks are taken on all payments made to us at the time of purchase.

Will my personal details stay safe?

Absolutely. We keep your personal data private and confidential and only give it out with your consent or if legally permitted to. For further details, please see our Privacy Policy.

 

Product Availability & Shipping

What if you don’t have my size or an item I want. Can I find out when you do?

You can be the first to know! To be notified if a sold-out item becomes available again, click on 'Join Waitlist’ on the item’s page and enter your email address. We’ll then be in touch when it’s available!

Where will my order come from?

Your order will be delivered from the brand’s warehouse. Depending on what brand you order, your product will come directly from their location. If you order multiple brands in one order, you will receive multiple packages with separate tracking information.

How will my order be packaged?

Your order will be carefully packaged in the brand’s protective box to ensure it arrives to you in great condition.

How much is shipping in the U.S.?

We offer Free Shipping and Returns in the U.S.

When will I receive my item and how can I track delivery?

Once your order is confirmed, we'll dispatch it within 2-5business days. Delivery takes 2-7 business days on average, depending on your location. If you ordered from multiple Verticale partners, your items will arrive separately and you'll receive separate delivery notifications. Tracking information and an estimated delivery date will be provided. You can also follow its journey by heading to 'My Orders' in your account.

My order hasn't been delivered, what should I do?

We definitely aim to make sure you get your order as soon as possible. Of course, shipping delays and errors can occur. If that is the case, please make sure to email us at hello@theverticale.com and we'll help you out right away!

 

Returns & Refunds

What is The Verticale’s returns policy?

We offer free returns on applicable orders. Please check our returns policy. All returns must be made within 30 days of receiving your order. Some items, such as personal care items or intimates, cannot be returned. All returned pieces must be unworn, undamaged and unused, with all tags attached with its original packaging. You can find more info on returning an order in our Returns & Refunds Policy.

How do I process a return?

To process a return please email The Verticale’s customer service, hello@theverticale.com, to process the return. They will send you a shipping label for your return to send back to the vendor. Please do not reach out directly to the vendor, they will not be able to process the return and will ask you to reach out to us.

When will I receive my refund?

Refunds are issued via the original payment method and will normally appear within 10 business days, depending on the processing time of your payment provider one the order is received back to us for a return.