FAQ

Retail, Wholesale, Customer Service & LA Prop Rental Info

Retail

1. The site looks different. Can I purchase goods from pipandestella.com as a returning retail customer? 

Certainly. With every buying trip we reserve favorite one-of-a-kinds for First Fridays.

2. Does Pip & Estella have a brick and mortar retail store? 

The 2011 Brooklyn Pip & Estella retail pop-up shop was open from October 2011-April 2012. New pop-ups will 
be announced via newsletter. 

Wholesale 

1. I'm a buyer looking to purchase from Pip & Estella. Where do I begin? 

Email your business name, contact name and web address to shop[@]pipandestella.com. You will receive an email
with information once your request has been processed.*After initial set-up you may shop the wholesale site live.

2. May I apply for net terms?

Pip & Estella does not offer net terms at this time. 

3. Does Pip & Estella ship internationally?

Pip & Estella currently ships to the US and Canada. UK residents may shop select Pip & Estella goods via 
MyDeco UK.

4. I have a wholesale account. Do I need a Paypal account to pay my e-invoice? 

No, you may securely pay your e-invoice as a guest once you reach the Paypal screen using Visa, Mastercard 
or Amex however a Paypal account is recommended if you intend to shop live inventory. Pip & Estella is a 
verified Paypal merchant. 

5. May I email a PO instead of checking out through pipandestella.com? 

Yes, email POs to shop[@]pipandestella.com. POs are processed within 24 business hours. Please note that many 
of our items are one-of-a-kind and stock changes frequently. You will be notified promptly should a requested item 
be out of stock.

Customer Service

1. What is your return policy? 

Returns are accepted on damaged items only. All items offered by Pip & Estella are vintage or antique and in good 

to excellent condition. Any minor defects will be clearly listed in the product description. Your shipment must be 
examined within 48 hours of delivery. Notify a Pip & Estella shopkeeper at shop [at] pipandestella.com by using the 
contact form on the home page should your item arrive damaged. Please include a snapshot of damage to be filed 
with shipping claim. 

2. How do I contact Pip & Estella? 

Please use the contact form in the left hand side bar or email shop [at] pipandestella.com. The Pip & Estella 

shopkeeper will get back to you within 48 business hours, M-F 8am-6pm PST. 


3. When will my order be processed? Can I track it? 

Your order will be processed in less than five business days unless a deferred date is requested on PO. Items 
will ship Priority USPS or Fed Ex unless otherwise specified. Delivery time will vary based on destination. You will 
receive a tracking # via email once your order has shipped. 

4. Do you shoot your own photography or lifestyle shots seen on other sites? 

Yes, all content including prints are original and shot in house or by our sister brand, Haya Culture unless 
otherwise noted.

Prop Rentals

1. What is your rental policy?

Props are rented at a rate of 25% of our valuation of an item. This percentage covers a one month (30 day) rental. 

If the prop is out beyond one month, an additional 10% fee is billed weekly to the credit card on file. Props that are 
out beyond 6 weeks are considered a purchase. In this case, the difference between what you have paid and the 
value of them item will be billed to the card on file.

*Lost items will be billed at 100% and listed on the invoice as Replacement Cost. No exceptions on studio accounts.

Damaged Items will be assessed at the time of return. Please be sure to point out any damages to your rental at the 
time of check out as we cannot be responsible once it leaves our studio.

2. Can rentals be shipped?

Not at this time. Visitors may rent in person Tuesday, Wednesday or Thursday between 1-4pm unless other 
arrangements have been made prior. 

*Neighbors, please feel free to pop in at any time. If we are in studio we will gladly assist.