FAQ

For any questions, comments, comments or concerns, we are here to help you! Below are some FAQs that might help, if you don't see the answer to your question below, please email info[at]thehouseofperna.com.

ORDERING

I LIVE OUTSIDE OF THE UNITED STATES, CAN I PLACE AN ORDER?

We love sharing our work with people all over the world! If you are interested in shipping internationally, please email us so that we can better assist you and get you an accurate shipping quote. 

PAYMENT SECURITY

The House of Perna is committed to maintaining the highest levels of security and protection against fraud. We stay up to date with the latest in security to ensure the protection of your information.

RETURNS

HOW DO I MAKE A RETURN?

WE WANT YOU TO BE COMPLETELY HAPPY WITH YOUR ORDER. IF FOR ANY REASON YOU ARE NOT SATISFIED, WE WILL GLADLY ACCEPT YOUR TIMELY EXCHANGE OF UNWORN, UNWASHED, ELIGIBLE ITEMS OR DEFECTIVE MERCHANDISE WITHIN 10 DAYS OF RECEIVING THE MERCHANDISE FOR STORE CREDIT. EXCHANGED MERCHANDISE SHOULD INCLUDE THE ORIGINAL PACKAGING AND TAGS AND BE IN THE SAME CONDITION AS WHEN IT WAS RECEIVED. USED MERCHANDISE CANNOT BE EXCHANGED UNLESS DEFECTIVE. WE RESERVE THE RIGHT TO CHARGE FEES ASSOCIATED WITH RESTOCKING OR PROCESSING. PLEASE NOTE THAT SALE MERCHANDISE INDICATED "FINAL SALE", CUSTOM MADE PURCHASES, AND JEWELRY MAY NOT BE RETURNED AS THEY ARE FINAL SALE. MADE TO ORDER PIECES MAY BE RETURNED FOR STORE CREDIT ONLY AS EACH PIECE IS MADE TO ORDER, AND WE DO NOT BELIEVE IN WASTING MATERIALS. TO PROCESS YOUR RETURN WITHIN 10 DAYS OF DELIVERY, PLEASE CONTACT INFO@THEHOUSEOFPERNA.COM.

QUESTIONS?

SEND US AN EMAIL AT INFO@THEHOUSEOFPERNA.COM.

WHAT DO I NEED TO INCLUDE WITH MY EXCHANGE?

WE ONLY ASK THAT YOU INCLUDE A COPY OF YOUR INVOICE INSIDE THE RETURN PACKAGE ALONG WITH THE ITEM(S) YOU'RE EXCHANGING (UNWORN, WITH ORIGINAL TAGS).

HOW LONG WILL IT TAKE TO RECEIVE MY STORE CREDIT AFTER SHIPPING MY RETURN?

THE EXCHANGE PROCESS USUALLY TAKES FROM ONE TO TWO WEEKS, ONCE WE RECEIVE THE PACKAGE WE WILL SEND OUT AN EMAIL CONFIRMATION NOTIFYING YOU WHETHER YOUR EXCHANGE WAS APPROVED OR DENIED.

WHO CAN I CONTACT TO HELP WITH A STYLE EXCHANGE?

IT IS STRONGLY RECOMMENDED THAT YOU CONTACT OUR CUSTOMER SERVICE TEAM AT INFO@THEHOUSEOFPERNA.COM TO GET THE ONE-ON-ONE ATTENTION YOU DESERVE AND A PERSONAL STYLIST TO ASSIST IN PUTTING TOGETHER A FABULOUS LOOK.

WHAT STEPS DO I NEED TO TAKE TO DO AN EXCHANGE?

PLEASE CONTACT OUR CUSTOMER SERVICE TEAM AT INFO@THEHOUSEOFPERNA.COM. OUR REPRESENTATIVES CAN ASSIST YOU WITH CHECKING TO ENSURE THAT YOUR EXCHANGE SIZE IS AVAILABLE AS WELL AS RESERVING IT FOR YOU. THE ITEM(S) WILL THEN BE SENT OUT AS SOON AS YOUR RETURN ARRIVES AND IS PROCESSED.

HOW IS TAX CALCULATED IN MY ORDER?

TAX IS CALCULATED BY THE STATE IN WHICH YOU RESIDE AND IS ADDED TO ORDER AFTER SHIPPING IS ALIGNED.

WHEN WILL MY ORDER BE SHIPPED?

ALL ORDERS THAT ARE CURRENTLY IN STOCK WILL SHIP OUT BY THE FOLLOWING DAY. ANY ITEMS MARKED AS “PRE-ORDER” WILL BE SHIPPED ON THE INDICATED DATE.

I FOUND AN ITEM I WOULD LIKE TO PURCHASE HOWEVER MY SIZE IS NOT SHOWING UP.

OUR WEBSITE INVENTORY IS IN REAL TIME. ALL AVAILABLE SIZES ARE DISPLAYED ONLINE. IF YOUR SIZE IS NOT SHOWING UP, IT IS UNFORTUNATELY OUT OF STOCK. IF THE ITEM IS A FINAL SALE ITEM WE MAY NOT BE ABLE TO RE-MAKE IT. HOWEVER, IF THE ITEM IS REGULAR-PRICED, YOU CAN SUBMIT A SPECIAL ORDER INQUIRY TO INFO@THEHOUSEOFPERNA.COM AND WE WILL DO OUR BEST TO FIND THE SIZE FOR YOU.

WHAT DOES IT  MADE TO ORDER MEAN?

MADE TO ORDER PIECES ARE PIECES THAT ARE MADE AS THE ORDER COMES IN. WE DON'T LIKE TO WASTE MATERIALS OR HAVE PIECES COLLECTING DUST IN A WAREHOUSE, SO WE MAKE MANY OF OUR STYLES AS NEEDED. IF YOU PURCHASE A MADE TO ORDER STYLE, THE ITEM WILL BE CUT AND STITCHED AFTER YOU ORDER IT.  PLEASE ALLOW 4 WEEKS FOR DELIVERY.

WHAT DOES IT MEAN TO PLACE A PRE-ORDER?

PRE-ORDERS ARE ORDERS FOR ITEMS THAT ARE NOT IN STOCK CURRENTLY BUT THAT ARE EXPECTED TO BE AVAILABLE FOR PURCHASE AT A LATER DATE. IF YOU SUBMIT A PRE-ORDER, THE ITEM WILL BE RESERVED FOR YOU AND MAILED OUT TO YOU AS SOON AS THE PIECES ARE COMPLETE AND IN OUR STUDIO. WE WILL SEND YOU AN EMAIL AT THE TIME OF SHIPMENT AS WELL.

WHAT HAPPENS IF I AM BUYING A PRE-ORDER ITEM AND IN-STOCK ITEMS AT THE SAME TIME?

ONCE YOU COMPLETE THE ORDER IT WILL BE DIVIDED INTO MULTIPLE ORDERS. ANY IN-STOCK ITEMS WILL SHIP OUT IMMEDIATELY AND THE PRE-ORDER ITEMS WILL SHIP ONCE THEY ARE READY TO LEAVE OUR STUDIO. YOU WILL RECEIVE A CONFIRMATION EMAIL NOTIFYING YOU THE PRE-ORDER HAS ARRIVED AND IS READY TO SHIP OUT. YOU WILL ONLY BE CHARGED ONCE FOR SHIPPING (IF APPLICABLE).

I HAVE ORDERED THE WRONG ITEM/SIZE BY MISTAKE. CAN I EDIT MY ORDER?

UNFORTUNATELY, FOR ANY MADE TO ORDER STYLE WE ARE NOT ABLE TO CHANGE OUT THE ITEMS IN AN ORDER ONCE THE ORDER HAS BEEN STARTED. WE ARE CUTTING AND SEWING TO ORDER SO IT BECOMES A CHALLENGE TO HAVE OUR PRODUCTION TEAM STOP IN THE MIDDLE OF A PIECE. WE CAN HOWEVER DO OUR BEST TO CANCEL AN ORDER AT ANY POINT BEFORE IT SHIPS OUT. YOU CAN THEN PLACE A NEW ORDER FOR THE CORRECT PRODUCT.

I CHANGED MY MIND AND WANT TO CANCEL MY ORDER. HOW DO I DO THAT?

YOU MAY CANCEL AN ORDER AT ANY TIME BEFORE THE ORDER SHIPS. WE RECOMMEND YOU CANCEL YOUR ORDER RIGHT AWAY AT INFO[at]THEHOUSEOFPERNA.COM.