Delivery & Tracking
How long will it take to receive my order?
The time frame for order delivery is divided into two parts:
1) Processing Time: Order verification, tailoring, quality check and packaging. All orders are sent to the manufacturer for dispatch within 24 hours after the order is placed. Normally, it takes 6 - 8 business days for our manufacturers to produce an item.
2) Shipping Time: This refers to the time it takes for items to be shipped from our warehouse to the destination. After processing and leaving the warehouse, items usually take from 7 - 14 business days to arrive at their destination but can take longer from time to time.
The shipping time generally takes around 7-14 business days for delivery after we send the parcel out, sometimes it is sooner while sometimes it takes longer time. The longest delivery period allowed on our side is one month. During busy seasons such as Christmas and New Year as well as terrible weather conditions, the efficiency of this express might be affected.
* Please note that shipping in Holiday season would take 5 - 7 business days more than usual.
Why didn't my order come in one package?
We have many of our items not stocked in the house, and that our fulfillment centers are located in different regions. When you order multiple items at a time, they may be shipped separately so that they get to you faster. You may receive one item before the next. Therefore, please do not panic if you don't receive all of your items at once. They are on the way.
Why do I have to pay extra to receive my order?
When your order is ready to ship, we will send it to the shipping company and they will completely handle it. Depends on each shipping company's policy or customs procedure, you might be charged extra fee for the final delivery or the import tax, probably due to your shipping address is in a remote area. In this case, please kindly pay them the required fee to receive your order.
How do I expedite my order shipment?
Normally, it takes 7 - 15 business days for a package to arrive at its final destination (excluding production time). Should you want to have the package sooner, you can pay for fast shipping. The fee for this change in shipping method depends on the number of items in your order, and your shipping address as well.
Please contact our Customer Support via email email@example.com or fill in this form. Please note that we cannot modify your order after the package is shipped. Therefore, your prompt action would be appreciated.
Do you ship to countries other than the US?
We do ship worldwide. If you are living in Australia, Canada, Norway, etc, it is totally fine. Kindly contact our Customer Support in advance for more advice on extra shipping fee, or to make sure that our carriers can reach you.
You can reach us via email firstname.lastname@example.org or fill in this form.
My tracking number isn't working.
We normally update our customers on the tracking information as soon as the packages are shipped out and the tracking numbers are released. It takes some time for the carrier to update all tracking information on their system after this release. Therefore, do not worry if the tracking number still says "processing" or is not working yet. After 2 weeks without any news, please reach out to us via email email@example.com or fill in this form.
My package's status has not been updated for a while, why is that?
Normally, it takes 7 - 15 business days for a package to arrive at its final destination. Sometimes, there are delays in delivering the package because of the large quantity of parcels that the carriers have to handle. There also exist cases where their systems update the tracking information of a package later than its actual route. Kindly wait for a few more days for the tracking system to be updated.
Order & Payment
I have an issue placing my order.
We try to make our website user-friendly and minimalise our customers' shopping rout. This process should be effortlessly quick and easy. If you have a problems with placing an order, kindly contact our Customer Support via email firstname.lastname@example.org or fill in this form. Our agents will get back to you within 24 hours.
How do I pay for my orders?
We offer safe shopping and accept payment via PayPal, Credit card, Debit card or VISA. So you can choose the most suitable one for you. All payment are processed with Paypal.
All products are set in US Dollar, our system will automatically exchange your currency to make it easy for you when placing order.
Which currency are you using on your website?
Our products are set in US Dollar. Fortunately, our system will automatically convert it for you, don't worry!
Are my payments secure?
Yes, it's 100% Secure.
We use the Paypal secured payment gateways.
My card is declined, what should I do?
We accept payment via Paypal, Master card, and VISA. All payments are processed via PayPal. Upon checking out, if your card is declined, the system will display the error number. You can either use this error number to search for a solution, or drop us an email at email@example.com. Our agents will help you out.
Promotion & Partnership
Do you wholesale?
Of course we do! We are currently offering certain discount rates for different levels of order value and long-term business. Drop us an email at firstname.lastname@example.org or fill in this form.
Where do I enter the “Promotion Code” when I am checking out on the website?
On checking out, there will be a preview list of items which you purchase. Below this list, there will be a "Gift card or discount code" box for you to fill in your promotion coupon.
Please notice that the code must be in its full and correct form to be deemed valid.
Can I add a coupon code after an order is placed?
Unfortunately, after an order is placed, you cannot have the code applied. Please be careful when filling in the code, because it must be in its full and correct form to be deemed valid. In case you forget to add the coupon on checking out, please save it for your next purchase.
I want to receive emails on upcoming promotion campaigns.
Great! Drop us an email at email@example.com or fill in this form.
Do you have partnership programs?
We are developing our partnership programs. There will be an announcement when we do. Stay tuned!
Managing your order
I received a defective or damaged product. What should I do?
We always try to bring the best quality product to customers. However, there are many factors that affect negatively to the quality, especially shipping factor, that make our products be defective or damaged.
If you received a defective/damaged item, please kindly contact us by sending an email to firstname.lastname@example.org or fill in this form, tell us about your problem and don't forget to attach photos/videos which can clearly show the problem. If we made the mistake, we will go ahead and send you your correct order.
I got the wrong product. How can I get my correct order?
In the event of a wrong order, please contact customer support at email@example.com or fill in this form. It will be required that you take a picture of what you have received for verification purposes. We will then check our records to verify your claim. If we made the mistake, we will go ahead and send you your correct order. You do not have to send the wrong product back to us.
I ordered the correct size but it runs a bit small/large. Can I return it and exchange for a different size?
Unfortunately, we are currently unable to process a return and exchange due to size because we do not hold inventory or stock. We again stress that you pay close attention to our sizing information for each product and make sure the sizing fits you before order.
I just made an order but I changed my mind. Can I cancel my order?
Please order carefully. You must contact us within 24 hours of placing your order. We will do our best to help you out and cancel your order if possible. Please customer support at firstname.lastname@example.org or fill in this form.
Please note that shipping fee is non-refundable. If you receive a refund, the shipping fee is deducted.
Can I make a modification to my order?
We try to process our orders extra-fast to make sure that they arrive at its final destination as soon as possible so we can't make sure if we're able to change your order address, item variant or quantity.
However, in case you want to change your shipping address or sizes, we are always willing to help. Please drop us an email (with your order number) via email@example.com or fill in this form, and provide all details for your adjustment, we’ll try our best to get your order corrected.
I have not received a confirmation email.
After you have made an order, a confirmation email will be sent to you to confirm your order. This email contains your order ID and other relevant information. Please keep this order ID for easier support in the future.
If you have not received the order confirmation email, please check your junk/spam folder of your email first. If it is still not there, kindly reach us via email firstname.lastname@example.org or fill in this form. Our agents will get back to you within 24 hours.
Still need help?
Happy to help!
Can not find the answer you need? Drop us an email at email@example.com, our agents are always happy to help!