Frequently Asked Questions
In general, here is the progress of our shipping process and associated delays. Please allow a few days difference stated below during special holidays and huge sales resulting in high demand of products. Thank you!
1. Order preparation: Our provider collect all the items in your order and prepares the package from the warehouse. This step usually lasts 1-7 working days.
2. Shipping the order: Your order is shipped and you receive your tracking number that allows you to track the progress of the delivery. This step usually lasts 1-5 working days.
3. Delivery of the order: The manufacturers we collaborate with sends your package to your home, depending on the shipping method chosen when placing the order. This step usually lasts 7-25 days. International orders may take up to 50 days depending on your location. Please keep in mind during special sales / holidays there may be additional associated delays (up to 1-2 weeks) due to high demand in products (Valentine's Day may affect this process).
Where are rest of my products ordered? I only received one item?
If you ordered more than one product, it is likely you will receive different packages because we collaborate with multiple manufacturers worldwide (mainly in Asia), which result in a few days difference in arrival times. If you are unable to check the tracking number provided, please email firstname.lastname@example.org with your name and order number so we can check the status for you.
Why do you recommend ordering a size or two up on most of your clothes?
Because we collaborate with multiple manufacturers worldwide, they are customed to implement their country's standard clothes sizes which typically varies smaller from US/UK sizes. This is why we highly recommend you measure your body before you purchase according to your size habits.
Please also allow a 1-3 cm difference in our size chart measurements since they are manually measured by hand and are not 100% accurate. They are there for you to use as reference.
What are the size chart measurements?
Some products will have measurements in inches (") and some in centimeters (cm). If you are unsure of metrics, 1 inch = 2.54 centimeters
How can I track my order status?
Once you receive a confirmation email stating that your order has shipped, a tracking number should be linked to your item(s) in which you can view the status of your order. It may take up to 3 days for your tracking to update.
There are few international countries in which we are unable to provide a tracking number for due to shipment issues in the past. If you are in one of these countries, we will notify you via email and let you know right away.
We appreciate your patience and thank you for your business.
If you still have not received your item after these periods of time, please contact us immediately at email@example.com in order for us to help you resolve the issue.
Please contact us so that we can change your email address. We may change your email address, name, mailing address but we cannot change your order once it has been processed.
We accept all conventional credit cards as well as payments by PayPal. We do not accept checks, cash, or transfers.
When you place an order with your credit card, all the information you enter is secured with SSL technology. Your information is encrypted and sent directly to our payment service where your payment request is authorized. Your banking information is never stored on our servers.
Once the order has been validated, we reserve the right to accept or refuse this order, even if you have received a confirmation email or your payment has been approved. If your payment has already been approved and we refuse the order, we will refund you on the means of payment used.
Please note that all orders already prepared or shipped can not be cancelled.
Can I change my delivery address once the order has been placed?
Please note that your delivery address can not be changed once your order has been prepared or shipped.
Our promotions and discounts cannot be cumulated unless otherwise stated otherwise.
All orders are processed from the manufacturers we collaborate with. Thank you for giving us extra time during vacations or sales periods due to high demands.
Orders are processed within 1 to 7 days from the date of the order, and shipped the next business day.
How will my order be sent?
Your order will be sent by our 100% guaranteed delivery methods with a tracking link that allows you to follow your order at any time.
There are few international countries in which we are unable to provide a tracking number for due to shipment issues in the past. If you are in one of these countries, we will notify you via email and let you know when your order is placed.
If you are not happy with your purchase and would like to return a product, please contact us within 7 days of receiving your order. Please provide us the order number and the reasons for the return of the product. Email us at firstname.lastname@example.org to ensure that the return is accepted.
All returned products must be in their original condition and with the packaging intact.
Is transportation refunded on return?
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
Please email us at email@example.com within 7 days of receiving your order. Please indicate your order number, the photos of the product(s) concerned and a clear description of the problems encountered. We will do our best to handle your problem as soon as possible.
The return procedure can take up to 14 business days from the day we receive your return. We will send you an email to confirm that your return is well taken into account.
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.
Concern not listed?
If you have any other questions that were not answered here, please do not hesitate to email us at firstname.lastname@example.org or visit the 'Contact Us' tab in the Help menu. We appreciate and thank you for your business.