Frequently Asked Questions
Below are some common questions and answers that may provide the fastest assistance. If you don't see what you're looking for, contact our Customer Support Experts here.
Is my payment and information safe?
Yes! All payment and shopper's personal information is protected and secure. Payment information is transferred from your computer to our servers using a secure, encrypted protocol (https) to ensure this safety. If you have any questions or concerns, you can contact us for better assistance and clarification.
Do I need an account to place an order?
No, you do not need an account to place an order online. You can checkout as a guest to complete your order without any extra steps. However, having an account saves your shipping information and order history which speeds up the process for future orders.
How do I place an order?
Placing an order on our website is easy! Click "Shop" on the drop-down menu to browse by category or collection. Our products will populate where you can click. Choose size and quantity, add to cart, and proceed to checkout. If you're having trouble, you can contact us for assistance.
Which payment methods do you accept?
Placing an order on our website is easy! Browse by category or collection by clicking the "Shop" drop menu. Our products will populate where you can click, choose size and quantity, add to cart and proceed to checkout. If you're having trouble, you can contact us for assistance.
Which currencies can I pay in?
Payments are processed in U.S. Dollar Currency. You can find our "Currency Converter" in the drop-down menu on the top right of our website, where you can convert our prices into Euro, British Pound Sterling, Canadian Dollar and Australian Dollar. If your currency is not shown, your purchase amount will automatically convert at checkout from USD into any currency you wish to place your order in.
What is Afterpay and Sezzle?
We offer the option to make installment payments through third-party applications, Afterpay or Sezzle. You can select either choice as your option to pay in installments. Credit checks and personal information will be required for qualification approval. In the process of a refund, Afterpay or Sezzle will handle refunds in the amount you've paid so far. You can learn more about Afterpay here or Sezzle here.
What if I was contacted by NoFraud?
As part of our ongoing efforts to protect ourselves from credit card fraud, we use a third-party application called "NoFraud" as a fraud prevention solution that uses automated technology to flag risks. If you've been contacted by NoFraud, we apologize if you received a mistaken flag detection. NoFraud will contact you for additional personal verification to complete your purchase. Since the system is automated, mistaken flags can occur and we apologize if this causes any inconveniences. Contact us anytime for further clarification if NoFraud reached out to you regarding your order.
What if the product or size I want is unavailable?
Most products are available in limited quantities when released to maintain brand's exclusivity. However, some styles do get replenished. Join our mailing list for updates on all restocks, or contact us to see if the sold-out product is available at any of our stockists.
What if I'm unsure which size to order?
On each product page, under "Product Description", you will find a size chart that specifies body length, sleeve, and chest measurements. Our product photos give a visual guide on how the product fits with information on the model's height and size worn to help you decide. If you're still unsure which size to order, you can contact us for support and recommendations.
Can I cancel my order?
If you wish to cancel your order, you're freely able to cancel anytime before receiving shipping confirmation. Contact us immediately to cancel an order as shipments are usually processed within 24 hours. If you've received a shipping confirmation before being able to cancel, contact us so that we can assist you.
How can I use my gift card?
If you have a Profound Aesthetic™ gift card, you can insert your code at the end of checkout where your discount will be applied. Gift cards do not expire. To obtain the remaining balance on your gift card, please contact us.
How do I use a promotional code?
If you have an active promotional code, you can insert the code at the end of checkout where your discount will be applied. Promotional codes have expiration dates and may have limited eligibility. The code may be rejected if its not eligible with your order. Promotional discount codes cannot be combined unless otherwise stated in the promotion.
What if my desired product is on Pre-Order?
At times, products may have Pre-Order options available which allow shoppers to reserve their size on high-demand products arriving to our warehouse. Details for delivery will be listed on the product page if you find the product's title includes "Pre-Order."
What does it mean for an item to be on Final Sale?
If an item you are purchasing is on final sale, it will not be eligible for returns of any kind including refund, exchange or store credit. All final sale items have a note in their descriptions at time of purchase stating that they are final sale. Unless an item has a manufacturing defect, there are no exception to returning final sale items.
Are your products ethically sourced & manufactured?
Yes! Our products are made by manufacturers with ethical labor practices and principles under our code of conduct. Profound Aesthetic™ works with economical and sustainable factories to uphold our ethical standards. All animal derived products are sourced under the same ethical principles. Human and animal rights will never be compromised to create any product.
Where do you ship from?
We ship from New Jersey, United States of America.
Do you offer international shipping?
Yes! We ship worldwide. *For international shipping, we do not recommend shipping to a third party shipping carriers or consolidation warehouses. Profound or our shipping carriers are not responsible for any lost packages by third party shippers/consolidation warehouses.
Who is your shipping carrier?
Our domestic parcels are shipped with either United States Postal Service or FedEx. Our international parcels are shipped with either DHL, FedEx or United States Postal Service International. Shipping options are available to choose at checkout. **Please note that USPS First Class International may not offer a fully trackable shipping service. Shipping delays may occur depending on the destination's custom's policies.
Do you have shipping time options?
Shipping time is calculated at checkout determined by the service selected. *PLEASE NOTE: Shipping time does not account for processing and packing time in our warehouse.
How much does shipping cost?
Shipping is calculated by a parcel's total weight and the distance to its destination.
Does my shipping cost include taxes/duties and fees?
Shipping taxes and duty, or any other miscellaneous shipping fees, are not included and are not covered by Profound™. If a customer chooses to refuse a package due to payment of taxes and duties, the order is sent back to Profound™. In the event of this happening, Profound™ may be required to pay extra charges by the courier. The fees charged will be deducted from your initial payment when being refunded for your order once the package has arrived back in our facility. In this case, shipping will not be refunded as well.
When does my order ship after I make the purchase?
After placing an order, you will receive a confirmation email. Orders are normally processed within 24-48 hours if placed on a business day. Any of our Promotional or Holiday Sales may delay our processing time. Contact us if you have any concerns about your order.
How long does it take for my order to arrive?
Shipping time depends on location. Your order ships from New Jersey, U.S. The average transit time is between 3-5 days for domestic shipments. Contact us if you have any concerns about your order.
How can I track my order?
You will receive a tracking number to the email address you ordered with. You can enter your tracking number on the carrier's website or on our "Order Lookup" page.
What if I haven't received my package?
If you haven't received your package, please contact us within 30 days from delivery to help investigate.
**Please note once the order has been shipped, we are not responsible for lost/stolen merchandise or delivery delays. Once a tracking number has been sent to a customer, any claims should be filed with the mail carrier.
What is Route Shipping Protection?
Route is insurance on your order for missing or stolen packages. If Route is not selected at checkout and your package is stolen/missing, we will not be able to cover your order. Route must approve your claim in order for Profound to re-ship. A claim must be made within 14 days of delivery date if missing and 30 days from receiving a tracking number if lost in transit.
What if my product is defected?
In the rare incident that you receive a defected or damaged product, please contact us with photos. We'll be happy to replace the item if its found to be defected within 60 days of purchase.
How do I return or exchange my order?
Returns and exchanges are a breeze. We want to make sure you're satisfied with your purchase with us. We have a 30-day return policy from the date you receive your product. Profound does not cover the cost of returns. Find more information and steps to process a return/exchange here.
How do I care for my Profound garments?
All products come with care instructions to properly maintain our garments. We hold high-quality standards to ensure that your products will be long lasting.
How can I keep in touch?
Join our newsletter, follow our social media channels, and tag us on your outfit posts.