FAQ

If a piece is already in production with our makers, and will be available in less than four (4) weeks, we offer a pre-order option. 

This applies to both styles that are either part of a new collection that hasn’t yet been released for sale or that is being restocked due to having sold out. 

When placing a preorder, that item will be reserved for you and will be shipped as soon as it is available. You will be charged for the total amount of the piece when making the preorder. 

Preorders qualify for complementary shipping. Continental US orders are sent by two-day express. International orders receive priority shipping, with times varying by country and if the destination is metro or regional. 

Items available for preorder will display an estimated shipping date. We strive to make this information as accurate as possible. Our team will share regular email updates regarding the status of pre-ordered styles. 

Please note that while we strive to make this information as accurate as possible, an exact date cannot always be guaranteed and the actual shipping date may vary for each style. If you are pre-ordering for a specific event in which timing is absolutely crucial, please reach out to our Client Service team with the details prior to pre-ordering.

If you haven't received an order confirmation email within 1 hour of placing your order, we recommend checking your spam or junk email folder. You can also search for our email address orders@temilyonline.com. 

If you are still unable to find your order confirmation email please contact our Client Service team. 

In addition to your Order Confirmation email, you will then receive a second email notifying you when your order has been processed and shipped.

We dispatch all orders from our NYC-based studio. Each order is processed within a maximum of two (2) business days from the date it is received. We endeavour to be very efficient so processing and dispatch times are often quicker than that when possible.

Orders placed on weekends or federal/bank/public holidays will be processed the next business day.

If you do not receive a shipping confirmation within the two business days from the date of order placement, please contact our Client Service team.

We ship all orders from our studio in NYC. 

Import duties and taxes charged on delivery vary depending on your location and the local laws and current regulations of your country and state.

If the arrival of your item is particularly time-sensitive, such as in the case of a specific event or you are departing on a trip, and you are worried that it might be cutting things a little fine, please reach out to our Client Service team prior to placing the order to put it on our radar. We will do our best to facilitate expedited processing and share additional shipping options which may assist.

A tracking number will be provided within the shipping confirmation email you receive. You can also track the status of your order by clicking My Orders through your account in THE TEMPLE.

This means that this item has sold out and is no longer available for purchase as it is either not being immediately recut or we do not have a confirmed reorder time yet from our makers.

If you have your heart set on a specific piece which is no longer available to buy, you can reach out to our Client Service team for further information on what the status of that style is.

You can review our full range of Shipping and Delivery options both within the continental U.S. and internationally here.

Please see our Returns Policy for complete details about how to request a return and eligibility conditions.

If your order has already been packed, processed and/or dispatched by our atelier then unfortunately we are unable to accept modifications or cancellations. In this case you will need to wait until you receive your order and then initiate a return.

If you have made an error in your order and it is still prior to it being processed by our team, we will endeavour to help resolve the issue whenever possible. This minimizes the environmental impact of shipping, unnecessary wastage of packaging materials and prioritizes the mindful use of resources. 

We encourage you to reach out to us as soon as possible if you need to make any changes to your order.

If your parcel arrives damaged, we kindly invite you to email us immediately. Make sure to take pictures of the state the parcel was received in, and if possible also take video of you opening the box so that it’s easy to see if the item inside has been affected by any damage created in transit. If it has affected your item in any way, please keep the package for further inspection by our carrier as they often require it for proof of claim.

If your item is damaged or faulty in any way, please reach out to our Client Service team immediately. Please take clear photos, and video if possible, of the fault and include them in your email. If the item is brand new, unworn, still with original tags and packaging, and within our return window, you can request a return so that we can arrange a replacement. If the return window has passed, we will review the claim on a case by case basis.

If the item has been tried on, worn briefly and/or no longer has original tags attached, and has suffered any kind of damage - such as snagged fabric, lost hardware, loose seam, etc. we will review the claim on a case by case basis.

Yes. Repair is a key pillar in enabling a robust and truly impactful circular fashion system. In support of our commitment to circularity, waste reduction and impact minimization, we strive to extend the lifespan of our carefully made pieces through offering repairs whenever possible on a practical basis.

The time and cost of repairing a garment depends on many variables. Simple fixes such as replacement of buttons, hardware, straps or trims are often provided on a complementary basis. Repairing a ripped seam or a damaged hem may incur a small fee to cover the labour cost we are charged by our makers. 

More complicated repairs, such as the replacement of an entire fabric panel (from someone stepping on the bottom of a dress, for example) are sometimes possible, depending on whether we have remaining fabric in inventory that can be repurposed. 

Please reach out to our Client Service team for help with this.

Yes. Please reach out to our Client Service team with the key information they need to help guide you with size and fit. They will need to know what piece you are enquiring about along with any relevant measurements such as height, bust, waist, hips, leg length. A key detail is whether you’ll be wearing it with flats or heels (or need it to work for both). Often an accompanying photo of you wearing a similar style can be very helpful.

You can save your favourite looks in a WISHLIST through your profile within THE TEMPLE. Click the TEMILY hallmark on the product page, right next to / under [insert location of where the clickable icon/button will be located]. 

This will prompt you to join THE TEMPLE through creating a profile. The information required to do this is very minimal and can be done in less time than it took to read this FAQ answer. 

If you already have a profile, it will prompt you to enter your logins so that the items are saved to come back to later.

https://www.drip.com/blog/e-commerce-wishlist-examples

You can request a return here.

Custom alterations are provided on a case by case basis, depending on the style of the piece, complexity of the garment and nature of the requested revision. Please reach out to our Client Service team prior to placing your order to share details of your request. 

Unfortunately we are not able to offer exchanges. If you decide you want a different colour or size, please return your item and place a new order.

Yes. Special requests for custom pieces, such as bridal or red carpet looks, are considered on a case by case basis. We are often able to accommodate making one-off pieces, custom colours and/or special variations. Requests are considered on the basis of timing, scope of work and other variable factors. Please reach out to our Client Service team, including as much relevant information as possible in your request.

Your account details, including your client profile, order history, order tracking, wishlist and subscription preferences all live within this space.

In addition, those in THE TEMPLE receive a thoughtful and considered set of privileges. These include complimentary upgraded shipping, next-day hanging courier service within NYC, early access to limited-edition drops and invitations to IRL events such as trunk shows and pop ups. 

When making your first purchase, you step into THE TEMPLE. 

Subscribing to our brand news gives you automatic access to THE TEMPLE, even prior to acquiring your first TEMILY piece.

Moda Operandi is our exclusive online launch partner. They carry a curated capsule edit of our debut collection, The Body Electric, and have several commissioned styles not available on TEMILY.COM