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Customer service

Frequently asked questions
Are international orders eligible for returns & exchanges?

Absolutely.  We are happy to honor the same 30-day return & exchange policy on all regular price items.  All international returns should be shipped to us at your cost.   Please note that custom orders, underwear/hosiery and final sale items cannot be returned or exchanged.

Should you decide to return an order for refund, please note that No Man Walks Alone cannot be responsible for any shipment costs, customs duties or other fees associated with that return shipment, and that any such incurred costs will be deducted from your refund.

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Can I return an item?

We want every customer to be fully satisfied with each purchase.  If an item doesn’t fit or isn't what you hoped, we offer free exchange and returns on all orders.

Items must be returned within 30 days of purchase, unworn, unused, unwashed, unaltered and with all packaging, including the No Man Walks Alone tag still attached. 

We cannot accept returns of shoes which are scuffed, scratched or otherwise show signs of wear. We recommend that you try on the shoes on a carpet or other soft surface.

Please note that we cannot accept returns for special order (custom, made-to-orders), underwear, gift cards and any final sale products.  Final sale products are any items showing a strike-through price and a markdown price.  

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Can my "Refer a Friend" store credits be cancelled or reduced?

Yes.   Having multiple No Man Walks Alone accounts is a violation of these Terms and Conditions and sending invites to alternate email addresses or accounts or otherwise attempting to circumvent No Man Walks Alone's referral credit program system may, without limiting any other No Man Walks Alone rights or remedies, result in forfeiture of your membership and all Referral Credits in your account.

No Man Walks Alone reserves the right to void referrals and Referral Credits earned if we suspect that the referrals or Referral Credits were earned in a fraudulent manner, in a manner that violates these Terms and Conditions or in a manner otherwise not intended by No Man Walks Alone. 

No Man Walks Alone reserves the right to void Referral Credits associated with an invitee order that was subsequently canceled or refunded.  

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Do I have to pay Sales Tax?

No Man Walks Alone is required by law to collect sales tax on orders shipped to New York State.  If you are shipping to this state, tax will be added to your merchandise total and displayed on your final order confirmation.

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Do you provide sale price adjustments?

If a product is purchased at full price and marked down within 7 days of that purchase, we will offer a price adjustment upon request in the form of a store credit coupon for the amount of the price difference.  The size does have to be available online in order to receive the credit.

Please note that we do NOT offer sale price adjustments on any item included in a Sample Sale, Private Sale or Clearance Sale.

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Do you ship orders every day?

We ship orders every business day, Monday to Friday.  Our warehouse is closed for the following Holidays. Please plan accordingly as orders will not be shipped out on these dates.
 

  • New Year's Day
  • Martin Luther King Day
  • Presidents Day
  • Easter and Easter Monday
  • Memorial Day
  • Independence Day
  • Labor Day
  • Yom Kippur
  • Columbus Day
  • Thanksgiving
  • Christmas Day


All orders are processed automatically and while we will do our best to accommodate such requests, we are unable to guarantee any changes to shipping method after the order is processed, nor can we guarantee our ability to delay shipping upon request.

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How can I figure out my size?

No Man Walks Alone recognizes that proper fit is essential to fully enjoying your clothing and footwear.

In addition to the manufacturer size, we provide measurements for all sized items.  We take all these measurements ourselves, using the exact same methodology within each type of item. For example, we measure all shoes the same, regardless of the maker.

We believe that the ideal fit can best be achieved by comparing the measurements of your own best fitting items with those of the product you’re interested in purchasing on our site.  Since people tend to take measurements differently, we have provided a set of videos and instructions on how we measure our items, so that you can compare your own measurements to ours.

Please go to How we Measure for these instructions.

We are also always happy to assist you with any sizing questions you may have.  Please do not hesitate to contact customer@nomanwalksalone with any questions.

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How do I return an item?

You can return any item purchased on nomanwalksalone.com for free within 30 days of the delivery date. Here’s how:

  • Email customer@nomanwalksalone.com informing us of your intention to return an item - please include description of the item and a reason for the return.

  • Return merchandise in its original condition, including all attached tags and packaging.  Use the UPS Return Label included with your order for easy and free shipping.
     
  • Please note that No Man Walks Alone issues only ONE free return-shipping label per order, even if that one order includes multiple items. If you are returning more than one item from the same order, you must initiate a return for each item you wish to return. To avoid any unnecessary expense, please ship all items in the same box using the free label.
     

  • Refunds will be issued for properly returned items. If your return does not meet the conditions listed, the package will be sent back to you.
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How do I stay updated on new arrivals and promotions?

Staying up to date with all the exciting developments at No Man Walks Alone is easy - simply sign up for our email newsletter through the field at the bottom of the screen and we will send you regular emails with highlights from the store as well as digests of interesting articles from our Newsroom.

For more instantaneous updates on new arrivals and promotions, please follow us on Twitter (@nomanwalksalone)

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I returned an item to you, when will I receive my refund?

We normally process returns within 5 business days of arriving at our warehouse. However, please allow up to 7 business days during peak times.

You can expect your refund within four weeks of shipping your package back to us. In many cases you will receive a refund sooner, but we estimate four weeks because of the time required for return shipping (up to 14 days), product inspection at our returns facility (up to 5 business days), and processing from your bank or credit card company (up to 5 business days). 

Once your return has been accepted you will receive a confirmation e-mail with the details of your refund. We issue refunds in the form of payment used to make the purchase.

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Is the information shared with you kept private? 


Your privacy is important to us. We do not sell or trade with third parties any personal information, such as e-mail addresses, personal information collected as part of an online survey or other specific details about you, gathered online. We do not contribute to or participate in cooperative databases, which give other companies access to such personal information. For privacy purposes, we maintain appropriate safeguards to protect personal information relating to our customers. Our Privacy Policy describes the types of information we gather online and how we use it. Please read this information carefully.

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Is the payment information that I share with you secure?

We guarantee optimum security levels for every purchase. nomanwalksalone.com uses Secure Socket Layer (SSL) protocol to encrypt all sensitive information. With Authorize.net Customer Information Manager (CIM) guarding nomanwalksalone.com, you can feel confident using the highest e-commerce payment protection.

For your security, you will always be asked to enter your CVV code at checkout. Our checkout uses only secure modes of communication, visualized by the security symbol at the bottom of your browser, as well as the "https" web address.

For our mutual security and fraud prevention, all orders made with a credit or debit card are subject to authorization by nomanwalksalone.com. We may ask for further details before an order is processed to ensure validity.

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What are Wish Lists for?

You can create a wish list for yourself or to share with others. Adding items to your Wish List is the best way to keep track of products you liked and see them all in one place when you come back to the site.

Creating a Wish List to share with others can also be very useful.  You can use those to let friends and family know what gifts you may be interested in (similar to a gift registry); or you can use the function to share with others some gift ideas for a loved one.

Note that you need to be registered and logged in to use the Wish List.

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What countries do you ship to?

Through the website, we are currently shipping only to addresses in the United States and Canada.   We are working on adding international shipping to our site and will provide an update on the matter in the coming months

In the meantime, if you are not located in the US or Canada and would like to make a purchase, please contact us at customer@nomanwalksalone.com with the items you would like to order and your shipping information. 

Update - May '15:  we have started opening up online orders to a variety of countries.  International orders ship at a flat rate shipping cost of $39.95

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What courier do you use for shipping and how do I track my shipment?

UPS is our courier for all domestic shipments. All our packages require a signature upon delivery.   You will receive an e-mail containing your Tracking Number once your package has been shipped from our warehouse. Visit My Account to check the most up-to-date status of your order.

USPS is our carrier for all international shipments. Please note that you may be responsible for import duties and taxes on your international order. In addition, some orders may experience customs delays. Unfortunately, we have no control over these charges or delays and cannot predict what they may be. We suggest that you contact your local customs office for additional information.

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What is a Tailoring Credit?

We want our garments to fit you as well as possible.  To this end, some of our tailored garments, such as suits, sport coats and trousers, are delivered with unfinished hems and sleeves.   A visit to an alteration tailor will allow you to adjust the length perfectly for you.

As an online store, we cannot provide you with direct tailoring services but acknowledge the additional cost associated with these final alterations.   We would like to alleviate these costs for our customers and have devised a Tailoring Credit, which acts as a credit on your shopping bag at checkout.

The amount of the Tailoring Credit is based on the type of garment it applies to, and is indicated in the item description.

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What is the cost to ship my items?

No Man Walks Alone offers FREE STANDARD SHIPPING ON ALL ORDERS in US and Canada.  

Customers are able to upgrade to Express shipping at checkout when making a purchase.   Cost for Express shipping varies based on the weight and size of the order, as well as the delivery address.

International orders are shipped at a flat-rate cost of $39.95 via USPS International Priority

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What is your Friend Referral program?

From time to time, No Man Walks Alone may offer its users the ability to earn store credit when referring some of their friends.  The store credit is earned when the referred friend makes a qualifying puchase on No Man Walks Alone's website.  

You can see your credits and status of your referrals in "My Account / Referred a Friend".  

Credits and referrals can be cancelled by No Man Walks Alone if we suspect that the referrals credits were earned in a fraudulent manner or in a manner otherwise not intended by No Man Walks Alone.  

No Man Walks Alone reserves the right to cancel or reverse Referral Credits associated with an invitee order that was subsequently canceled or refunded.  

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When will my order ship and when will it be delivered?

Typical delivery times are listed below :

Shipping      Times
Standard      Delivery in 5-8 business days
Express       Delivery in 2-4 business days

Delivery times begin on the same business day if the order is placed before 3:00 PM Eastern Standard Time.  Delivery times begin one business day after the order is an order is placed after 3:00 PM Eastern Standard Time.

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Which payment methods can I use?


We accept all major credit cards :  American Express, Discover, MasterCard and Visa. 

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Who is responsible for duties on international orders?

The recipient of an international shipment may be subject to customs brokerage fees, import duties, and taxes after the shipment reaches the destination country.  Duties and other import charges are the responsibility of the recipient.   No Man Walks Alone has no control over these government-imposed charges and cannot determine what they may be. Customs policies vary greatly among countries. Please contact your local customs office for information.

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Why should I register? 


Creating an account with No Man Walks Alone gives you access to features of the site that help you track your favorite items, as well as stay in touch with us and your fellow members. You can set up Wish Lists, share them with friends, and find out about promotions and events. Saving your personal information makes your checkouts quicker. And you can also review your Order History, check the status of orders, and edit billing or shipping information.

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