Cynerie FAQ’s

When will I receive my items after I place an order?
The duration depends on the shipping method and the destination country. Delivery times vary based on the shipping method used. If the package cannot be delivered on time due to war, flood, typhoon, storm, earthquake, severe weather conditions, or any other situation which cannot be foreseen or avoided, then delivery will be postponed. In the event of such delays, we will work on the issue until there is a positive solution.

What Do I Do If an Item Is Out of Stock?
We know how it feels to fall in love with a piece, only to find out it’s been sold out! Don’t stress. Sign up to receive notifications when an item is back in stock at

Can You Help Me Put Together an Outfit?
Cynerie loves giving our customers outfit inspo! You can find advice on our Instagram and Facebook page. We also list every item worn by the model on each product page, so you can copy her exact look!

Why is the shipping cost on some items so expensive?
The delivery cost depends on the shipping method that is selected, along with the shipping time and the destination country. For example, if the shipping cost between UPS and FedEx is 10 US dollars, our advice is to choose which option best meets your individual needs, based on price and shipping time.

Do you ship to my country and what are the shipping rates?
We ship worldwide. The exact shipping rate varies based on the item weight and the destination country. We will always suggest the most appropriate shipping weight for our customers to help to save money. Our goal is always fast and secure delivery of items to our customers.

Does the product price include the shipping price?
The product price does not include the shipping price. The online ordering system will generate a shipping quote for your order.

Do You Have Gift Cards?
Of course, we do! Shop our gift card options here. The recipient will receive an email with the gift code and a personalized message from you.

Just remember, gift cards are non-refundable and expire after 240 days.

You can also redeem a gift certificate and check your balance too. (when we get this feature)!

Do You Have A Physical Store?

You can shop with Cynerie online 24/7, our store can be on your couch, at the beach, or even in the subway!

Can I Pick Up an Item from The Store?

Our items are exclusive online deals.

How Do I Return an Item?

After contacting our Cynerie Customer Service Department and reaching mutual agreement, you will be able to send the item(s) to our warehouse. Once we have received the item(s), we will confirm the information you have provided and review the condition of the item(s). If all the relevant criteria have been met, we will process a refund if you have requested one; alternatively, if you have asked for an
exchange instead, the replacement will be sent to you from our headquarters.

Before returning any items to us, please read and follow the instructions below. Please make sure that you understand our return policy and that you meet all the criteria. The first step is to contact our After Sales Service at, please provide us with the following information:
• The original order number
• The reason for the exchange
• Photographs clearly showing the problem with the item
• Details of the requested replacement item: the item number, the name and color
• Your shipping address and phone number

Please note that we are unable to process any returned items which have been sent back without our prior agreement. All returned items must have original tags. Once we have agreed to accept the returned item, please make sure you write a note in English containing your order number or PayPal ID so that we are able to locate your order information. The return process can only be initiated within 30 calendar days upon receipt of your items. We can only accept returned products that are in their original condition.

After payment has cleared, how long do I wait until my order is sent out?

Our handling time is 3-5 days. (Please double check the days?!) This means that your item(s) will
generally be sent out in 3 business days.

How do I know if my items have been shipped or not?

When your items have been dispatched, we will send a notification email to your registered email address. The tracking number is normally available within the next few days of dispatch and we will update the tracking information on your account.

How do I track my order?

Once we provide you with the tracking number, you will be able to check the item delivery status online by accessing the website of the relevant delivery company.

You can also go to our “Track My Order Page”

Simply enter your order number and your order status will be provided.

What Size Do I Order?
We know that every lady has her own unique shape, which means there is no foolproof way to find the perfect size when shopping online. We do provide a general sizing chart, product description, and other details on every single page to help you figure out what you need.

While most of our clothing runs true to size, double check the details on each piece to make sure you’re getting the perfect fit. If you’re unsure, we have an easy-to-use sizing chart that’ll tell you exactly which size you need to order. We also have reviews from loyal customers that have already bought the piece you’re looking at, and you can always chat up one of our stylists to get tips and hints about which dresses will fit you best.

Can I Place an Order by Phone?

You can totally place an order by phone when you call one of our Cynerie Ladies at 602-730-0341 from 8:00 am – 4:30 pm AZ PST.

Please have the product name(s) you’re interested in ready before you give us a call.

What Payment Options Do You Accept?

When you check out, you’ll have the option to pay with any major credit card provider including Visa, Mastercard, and American Express. You can also choose to checkout with PayPal.

How Can I Change Something on My Order?

We get it, sometimes things go wrong, and you need to cancel or change an order. We can help! Just
make sure you contact us ASAP at 602-730-0341, so we can catch it before it ships. However, if the
package has already been shipped, then the shipping information will not be able to be changed while
the package is in transit.
What Happens If There Is an Error Message on My Order?

You’re so close to getting your dream outfit, but you get an error message on your order. Don’t keep
trying to checkout, as your card could end up getting charged more than once.

If you’re having issues checking out, call us right away so we can fix it and get you your newest lovely

When Do I Get an Order Confirmation?

Right after you order, you should get an email confirmation letting you know we’ve received your
request. You’ll also get an email as soon as we ship everything out.

If you don’t receive anything within 24 hours, call our Cynerie reps for help!

How can I cancel my order, before and after payment?

Cancellation before payment:

If you have not paid for your order yet, then there is no need for you to contact us to cancel it. We do
not process orders until a matching payment has been received for the order. If your order is more than a week old and is still unpaid, you will not be able to “reactivate” it by sending a payment, because the prices of the individual items may have changed, and shipping rates. You will need to submit the order again with a new shopping cart.

Withdrawing an order after payment:

If you have already paid for an order and want to cancel it, please contact our Customer Service Department at as soon as possible.

If you are not sure about an issue relating to your order or you wish to change it, please contact our Customer Service Department and put the order on hold while you decide. This will suspend the packaging process while you make changes.

Important: If the package has already been dispatched, then we are not able to cancel or change the order.

If you wish to cancel an existing order because you are ADDING other products, there is no need to cancel the entire order. Simply contact out Customer Service Department at and we will process the updated order.

Generally, if your order is in an early part of the processing stage, you may still be able to change or cancel it. You can ask for a refund or provide the payment as credit for future orders.

Coupon Codes

Unless specifically stated, discount codes cannot be combined with other coupon codes to purchase merchandise. Coupon codes do not apply to sale items, unless specifically stated otherwise. Coupon codes must be used at the time of purchase and cannot be applied retroactively. Use of a coupon on our site indicates you have read and accepted all the terms and conditions that apply to the specific discount, and to purchasing from us through our website. (Maybe in future)?!

Shipping Policy

Orders with standard shipping will usually be processed and shipped within 1-2 business days.Orders placed with expedited shipping before 12 PM MT will be shipped the same day. Processing and shipping times do not include weekends and holidays, which may delay your order. Other variables out of our control, including inclement weather, may have an impact on shipping times.

You will receive an email containing shipping and tracking information once your order has shipped. If you do not receive the email, please check your junk or spam folders. If you cannot locate the email, send us an email to and we will provide you with the shipping nformation for your order.

If your order has different billing and shipping addresses, we will reach out to you to confirm your order. We do this to minimize fraud, and to confirm the shipping address. We employ an address verification service in partnership with the USPS to automatically verify all addresses. If our automated systems cannot verify your shipping address, we will contact you to verify your shipping address. Both situations may delay the processing and shipping times for your order if we cannot reach you prior to shipping your order.

Please advise if you need your order by a certain date, contact us BEFORE your order is placed to make arrangements.

Lost Packages

If your order does not arrive on time or is lost in transit, we will open an investigation with the shipping carrier. This process can take up to two weeks for the investigation to be completed.

Once the investigation is complete, if your order is lost in transit or delivered to the wrong address, we will replace your items if they are still available. If we cannot replace them, then we will refund your order, as well as any shipping costs.

If the shipping carrier confirms delivery to the correct address, we are unable to issue a refund.