help : opening ceremony online shopping policy
SHOPPING POLICY
Hi!The Opening Ceremony Online team is here to help! Please call us at (646) 237-6078 or e-mail us at online@openingceremony.us with any questions, comments, or concerns you have—we’ll help you square them away in no time.
Our Customer Service phone line is open Monday to Friday, from 10am to 6pm EST.
The ABCs of OC Online
How can I pay?
We gladly accept Visa, MasterCard, American Express, and OPENING CEREMONY ONLINE GIFT CARDS.
I’m so excited about my order! How long is the wait?
On average, processing takes between 2 to 5 business days. You can expect to receive your merchandise within 3 to 14 business days.
Hey, I actually live in NY/LA! Can I just pick up my order at one of your stores?
If you prefer this option, we advise that you proceed instead with a phone order, not an online order. Please call the store in question, and a sales associate will be happy to help you. OCNY (212-219-2688) | OC at Ace (646-695-5680) | OCLA (310-652-1120).
Which store do you guys ship from?
Opening Ceremony Online ships from locations in Los Angeles and New York. For this reason, orders with multiple items may be “split,” i.e., shipped from more than one location. In this instance, your shipment confirmation e-mail will contain two tracking numbers.
Will I be taxed?
We only charge sales tax to residents living in New York (8.875%) and California (8.75%). Sales tax does not apply when purchasing gift cards. For international orders, a customs duty will be incurred (the amount of which is determined by your country of residence). Opening Ceremony Online is not responsible for the payment of this duty. For an estimate of the duties you may incur, please directly contact FedEx (1-800-463-3339).
When will my credit card be charged?
We do not charge your card until your order is ready for shipment. Pending charges may immediately appear on your credit card statement as a mode of verifying your account. However, your card is only charged when your order is ready for shipment. In the event that you cancel an order or an item becomes unavailable, the pending amount will disappear or be reduced accordingly. (Please note that the time for pending charge removal or adjustment can be longer for debit cards.)
What happens if an item I’ve ordered is actually unavailable?
Unfortunately, we cannot always guarantee availability of products. If the item ordered becomes unavailable or delayed, we will immediately notify you by e-mail or telephone. We never charge your credit card until your order is ready to ship, and we do not bill you for items that are not available. A pending amount may appear on your statement immediately after placing your order as a measure to authorize your card. However, the amount will not be processed until the time of shipment; any pending amount will disappear shortly after order placement.
Are there currently any online promotions?
To view current promotions, click here. Surf our blog, like us on Facebook, or subscribe to our newsletter to be hip to the next one!
My loved one loves you! Do you have gift cards?
Yup! There are two options: an Opening Ceremony Online gift card (valid online only) or an Opening Ceremony Store gift certificate (valid only at our locations in Los Angeles, New York, and at the Ace Hotel). For more details, click here.
How many OC stores are there?
Opening Ceremony has locations in New York, Los Angeles, Tokyo, London and at the Ace Hotel (NYC). For store hours, street addresses, and more, click here!
Hmm, I still have more questions.
That’s okay—check out our Shipping, Return Policy, Final Sale, Pre-Orders, Promotions, Gift Cards, Store Locations, and Privacy Policy sections below. If you can’t find what you’re looking for, please don’t hesitate to call us at (646) 237-6078 or e-mail us at online@openingceremony.us.
TOP
SHIPPING
Order processing takes between 2 to 5 business days. Once your order has been processed, your item(s) will be shipped within 48 hours. Orders are not shipped or delivered on weekends or holidays. Shipping rates are determined by weight and destination at point of purchase.
All domestic orders are shipped via UPS. All international orders are shipped via FedEx.
Opening Ceremony Online ships from locations in Los Angeles and New York. For this reason, orders with multiple items may be “split,” i.e., shipped from more than one location. In this instance, your shipment confirmation e-mail will contain two tracking numbers. While we try our best to synchronize the shipping of your order, we cannot guarantee that split orders will be delivered to you at the same time.
How do I track my package online?
Upon shipment, you will receive a confirmation e-mail with your tracking number. For domestic orders, you can track your package at ups.com. For international orders, you can track your package at fedex.com. Once your order has shipped from our store, please directly contact your courier with any inquiries about the status of your package: UPS at 1-800-742-5877 | FedEx at 1-800-463-3339.
Service Delays
Opening Ceremony Online is not responsible for unexpected shipping delays caused by circumstances such as severe weather or natural disasters. Similarly, we are not responsible for unexpected shipping delays caused by circumstances related to the courier itself, such as clearance delays. In cases such as these, please directly contact your courier with any inquiries about the status of your package: UPS at 1-800-742-5877 | FedEx at 1-800-463-3339.
Where do you ship?
Opening Ceremony Online ships to all 50 states in the continental US. We currently ship to the following countries:
| ARGENTINA | FRANCE | LITHUANIA | SINGAPORE |
| AUSTRALIA | GERMANY | LUXEMBOURG | SLOVAKIA |
| AUSTRIA | GREECE | MEXICO | SLOVENIA |
| BELGIUM | HONG KONG | MONACO | SOUTH KOREA |
| BULGARIA | HUNGARY | NETHERLANDS | SPAIN |
| CANADA | ICELAND | NEW ZEALAND | SWEDEN |
| CHINA | INDONESIA | NORWAY | SWITZERLAND |
| CZECH REPUBLIC | IRELAND | POLAND | TAIWAN |
| DENMARK | ITALY | PORTUGAL | UK |
| ESTONIA | JAPAN | ROMANIA | USA |
| FINLAND | LATVIA | SAUDI ARABIA |
If your country is not listed above, please e-mail Online Customer Service before ordering at online@openingceremony.us or call us at (646) 237-6078.
*Please note: Opening Ceremony Online is not responsible for payment of any customs, taxes, or tariffs imposed by your country of residence.Do you ship to P.O. boxes or APO/FPO addresses?
Unfortunately, we do not offer shipping to P.O. boxes or APO/FPO addresses.
Failed Deliveries & Returned Packages
In the case that UPS/FedEx is unable to deliver a package due to an incorrect address entered by the customer, the customer’s refusal to pay duties, multiple failed attempts to reach the customer at point of delivery, or otherwise, Opening Ceremony Online is not responsible for payment of return shipping costs levied by the courier. Similarly, Opening Ceremony Online is not responsible for the payment of re-shipping merchandise to the customer. In cases such as these, the customer is responsible for all shipping costs associated with returned packages due to failed delivery.
TOP
OC ONLINE RETURN POLICY
Merchandise in saleable condition with all original tags attached may be returned or exchanged within 14 days of shipment. Merchandise must be accompanied by both the original sales receipt and a return authorization number. No price adjustments or price matching.
To receive a return authorization number, e-mail returns@openingceremony.us or call (646) 237-6078, and provide your name, order number, name of item(s) you wish to return, and reason for return. Opening Ceremony Online is not responsible for return shipping costs. We reserve the right to deny a refund if the returned merchandise does not meet our return policy requirements.
All sales final on markdowns, phone orders, special orders, international orders, pre-orders, gift packages, intimates, swimwear, socks, jewelry, eyewear, fragrance, food, umbrellas, CDs, DVDs, books, magazines, Maison Michel for Opening Ceremony, Rodarte collection, OC Workshop (customizable items), and Playbutton.
Return Policy Requirements
We reserve the right to refuse a return if the merchandise in question does not meet our standards. All merchandise must be in saleable condition when returned to Opening Ceremony Online. Where provided, all original packaging to accompany the item—including belts, shoe boxes, eyewear cases, authenticity cards, and dust bags—must be included and returned in its original condition. Shoes that are returned with marked soles, without a box, or in a damaged box may not be accepted, and may be sent back to the customer. Please note: we do not offer returns or exchanges for phone orders, special orders, pre-orders, or international orders.
Unauthorized Returns
Any merchandise returned to Opening Ceremony Online without a return authorization number will incur a non-negotiable re-stocking fee at 30% of the cost of the merchandise ordered, excluding tax and shipping. To request a return authorization number, e-mail returns@openingceremony.us, and provide your name, order number, name of item(s) you wish to return, and reason for return.
Exchange Policy
All exchanges are final, and cannot be returned or exchanged further.
Will I be charged shipping for a return?
Yes, you would pay for shipping, and purchase tracking/delivery confirmation. In the event that you choose to forgo secured tracking, Opening Ceremony Online is not responsible for the package if it is lost or otherwise not received.
Can I return/exchange my items at the Opening Ceremony retail stores?
No. All online orders must be returned directly to Opening Ceremony Online with a return authorization number.
Returns for International Orders
We do not offer returns or exchanges for international orders. International orders are orders shipped to countries other than the US.
Returns for Phone Orders, Special Orders, & Pre-Orders
We do not offer returns or exchanges for phone orders, special orders, or pre-orders.
TOP
PROMOTIONS
Spring Fling Sale!
Through Sunday, May 19, get 20% off select categories online!* Just use code SPRINGFLING20 at checkout.
Shop now:
Women's tops, dresses, shoes
Men's tops, bottoms, shoes
*Promotion ends May 19, 2013, 11.59pm PST. Offer excludes all Acne Studios denim, Imitation of Christ, media, and print publications. Promotion is valid at openingceremony.us only, and cannot be combined with additional promotions. Promotion is not valid in-store.
Surf our blog, like us on Facebook, or subscribe to our newsletter to be hip to the next one!
TOP
FINAL SALE
All sales final on markdowns, phone orders, special orders, pre-orders, international orders (outside the US), intimates, swimwear, socks, jewelry, eyewear, fragrance, food, umbrellas, CDs, DVDs, books, magazines, Maison Michel for Opening Ceremony, Rodarte collection, OC Workshop (customizable items), and Playbutton.
Certain brands and item categories qualify as final sale at our online store. Please refer to the chart below for a comprehensive list.
| CATEGORIES | BRANDS |
| SALE | MAISON MICHEL FOR OPENING CEREMONY |
| INTIMATES/SOCKS | OC WORKSHOP |
| SWIMWEAR | RODARTE (excluding tees) |
| JEWELRY | PLAYBUTTON |
| EYEWEAR | IMITATION OF CHRIST |
| FRAGRANCE/APOTHECARY | RODARTE X NICHOLAS KIRKWOOD |
| CD/BOOKS/MAGAZINES |
Don’t forget—when in doubt, we’ll help you out! If you have questions or concerns regarding sizing, fit, measurements, or otherwise, please call us at (646) 237-6078 or e-mail us at online@openingceremony.us. We’re here and happy to help!
TOP
OCNY/OCLA/OC @ ACE RETURN POLICY
Merchandise in saleable condition with all original tags attached may be exchanged within 14 days when accompanied by the original sales receipt for the current selling price. No refunds. No price adjustments. All sales FINAL on markdowns, phone and special orders, intimates, swimwear, socks, jewelry, eyewear, apothecary, food, umbrellas, CDs, DVDs, books, magazines, and Rodarte collection.
Please note that the Return Policy for Opening Ceremony New York, Los Angeles and at the Ace Hotel differs from that of Opening Ceremony Online.
PRE-ORDERS
What is a pre-order?
When you pre-order with Opening Ceremony Online, you are pledging to purchase merchandise that is yet-to-arrive in stores. In this way, you are securing yourself a desirable item in advance. The purchase of merchandise by pre-order is final sale. For more information, please see our Payment Policy below.
When will my card be charged?
You will be charged when your order is ready for shipment. A small pending amount may appear on your statement immediately after pre-order as a measure to authorize your card. However, the amount will not be processed until the time of shipment; any pending amount will disappear shortly after order placement.
How soon will I get my item?
Pre-order items are shipped soon after they arrive at Opening Ceremony Online. An item’s estimated delivery date is determined solely by the designer and their production schedule. (This date is indicated in each item’s product page.) Due to varying delivery dates, each item must be purchased separately, so as to allow for immediate shipment upon the individual item's arrival. Please note that pre-orders are shipped on a first-come, first-served basis; Opening Ceremony Online will ship items to customers in the order in which they were initially placed.
Payment Policy
Items purchased by pre-order are Final Sale. Opening Ceremony Online requires that you provide all necessary credit card information and authorization at the time merchandise is pre-ordered. A small pending amount may appear on your statement immediately after pre-order as a measure to authorize your card. However, the amount will not be processed until the time of shipment; any pending amount will disappear shortly after order placement.
Upon in-store arrival of the item, your order will be processed in a number of business days. Once the item is processed to ship, you will be charged in full (including shipping fees and any applicable taxes). Pre-orderable merchandise does not have guaranteed pricing. Because designers may change costs, we reserve the right to necessarily adjust our prices at any time as needed. If a price increase is required, we will notify you immediately. If you decide to cancel based upon an adjusted price, you are still subject to our Cancellation Policy.
International Pre-Orders
With international pre-orders, your package is subject to assessment of duties and taxes imposed by your country's government. This amount will be billed to you by our international courier, FedEx. Opening Ceremony Online is not responsible for payment of these duties and/or taxes.
Cancellation Policy
Cancellation of Pre-Order by the Customer
Should you choose to cancel your pre-order at any point in the process, there will be a non-negotiable 30% re-stocking fee. Because Opening Ceremony commits to purchasing all pre-ordered items from the manufacturer, we cannot cancel the order.
Cancellation of Pre-Order by Opening Ceremony Online
Opening Ceremony Online is committed to exhausting all efforts to fulfill your pre-order. However, delays, price differences, and cancellations may and do occur for reasons beyond our control. Therefore, we reserve the right to cancel any orders for any reason at any time. If such an instance occurs, we will immediately notify you by telephone or e-mail; however, we are not obligated to obtain permission or acknowledgement prior to cancellation.
TOP
GIFT CARDS & CERTIFICATES
Opening Ceremony currently offers two gift options: Online Gift Cards (valid online only) or Store Gift Certificates (valid in-store only).
To purchase an Opening Ceremony Online gift card, click HERE. Please note: this card is valid online only and cannot be redeemed in-store at any location. Gift cards may not be used toward the cost of shipping or tax.
To purchase an Opening Ceremony Store gift certificate, please visit the location of your choice or call us at OCNY (212-219-2688), OC at Ace (646-695-5680), or OCLA (310-652-1120). This certificate is valid in-store only at our locations in Los Angeles, New York, and at the Ace Hotel, and cannot be redeemed online or at our Tokyo location. Gift certificates may not be used toward the cost of shipping or tax.
TOP
STORE LOCATIONS
Opening Ceremony has locations in New York, Los Angeles, Tokyo, and at the Ace Hotel (NYC). For street addresses, store hours, and more, see below!
Opening Ceremony New York
E-Shop: http://www.openingceremony.us
35 Howard Street
New York, NY 10013
Tel. (212) 219-2688
Store Hours: Mon. – Sat. 11am to 8pm | Sun. 12 to 7pm
Opening Ceremony at Ace Hotel
E-Shop: http://ace.openingceremony.us
1190-1192 Broadway
New York, NY 10001
Tel. (646) 695-5680
Store Hours: Sun. – Tue. 10am to 9pm | Wed. 11am to 7pm | Thu. – Sat. 11am to 10pm
Opening Ceremony Los Angeles
451 North La Cienega Boulevard
Los Angeles, CA 90048
Tel. (310) 652-1120
Store Hours: Mon. – Sat. 11am to 7pm | Sun. 12 to 7pm
Opening Ceremony London
35 King Street
Covent Garden
London, WC2E 8JG
(+44) 020-7836-4978
Store Hours: Mon. – Sat. 10am to 7pm | Sun. 12 to 6pm
Website: http://www.openingceremonyjapan.com
Shibuya Seibu Movida
21-1 Udagawacho Shibuyaku
Tokyo, Japan 150-0042
Tel. +81-3-6415-6700
Store Hours: Sun. – Wed. 10am to 8pm | Thu. – Sat. 10am to 9pm
See you soon!
TOP
PRIVACY POLICY
Click HERE to read our PRIVACY POLICY.
TOP
TERMS AND CONDITIONS OF USE
Click HERE to read our TERMS AND CONDITIONS OF USE.
TOP
EMAIL SUBSCRIPTION
Once you create an account with Opening Ceremony Online, you are automatically included in our updates, newsletters and correspondences. To request to have your name removed from these correspondences, please email UNSUBSCRIBE@OPENINGCEREMONY.US.
Please let us know how we can improve your online shopping experience by emailing ONLINE@OPENINGCEREMONY.US.
Last updated May 9, 2013