Can I change my order/delivery address?
Orders are processed as soon as we can upon receiving order confirmations. Change of address and change of size can only be done within 1-hour of submitting your order. Please send us an email at email@example.com as soon as possible and we will try our best to assist you to make the change. After the 1-hour window, we are not able to modify your order and you will have to reach out to your local postal service to forward the parcel to the correct address.
Unfortunately, we are not able to add or remove an item from your order. If you would like to add or remove an item, you may cancel your order within 1-hour and place a new order.
Can I cancel my order?
You may cancel your order within 1 hour from the time of purchase. Please email us at firstname.lastname@example.org with the subject "Order Cancellation" to cancel an order. Our customer service agent will assist you from there.
How do I track my order? When will it be delivered?
Please see Shipping.
Why did I receive two tracking numbers?
Note that orders with more than 1 item may be shipped separately from different warehouses. If there is an out of stock item, the available item will ship first and the second item will ship as soon as it becomes available. Under these circumstances, you will receive separate shipping confirmation email with two or more tracking numbers.
Why is my order canceled/partially refunded?
If an item becomes unavailable, we will process a full refund to the original mode of payment. If you have more than 1 item in your order and only 1 item is unavailable, the full amount of that out-of-stock item will be refunded and the rest of your order will be shipped out. You will receive a notification for the refund, and a shipping confirmation email for the items that have been shipped.
Another reason that might result in an automated order cancellation is when an incomplete/incorrect address is entered. We will reach out to you to request for the correct address, if we do not hear back from you within 48 hours, your order will automatically be canceled.
What happens if an item goes out of stock?
We will send you an email notification if one or more item in your order is out of stock. You will have the option to place a backorder (item will be shipped out when it becomes available) or a refund if the item is no longer available. Other items in your order will not be affected and will be processed and shipped normally.
I received a faulty item, what should I do?
We are so sorry! While we try our best to check every item before sending them out, sometimes it happens. Please email us at email@example.com with pictures of the defect and we'll take it from there.
I did not receive my order, what should I do?
Please contact us at firstname.lastname@example.org if you do not receive your order within 40 days from your date of purchase. We will investigate and try to locate your missing parcel. If your parcel is confirmed to be missing by the postal service, you can opt to receive either a refund or have it redelivered to the same address only. We are unable to process a refund if the non-delivery/missing parcel is due to wrong address provided. Orders that exceed 40 days will be closed automatically and no refunds will be processed thereafter.
The tracking information shows that the parcel is delivered, but I did not receive it, will you re-send a new parcel?
Unfortunately, if the tracking information shows that the parcel is delivered, the order is closed and we are not able to send out a new parcel. Please ensure that you enter your address accurately when checking out in order to receive your package safely.
Why is my tracking number invalid?
Tracking information can take up to 4-5 business days to appear. If your tracking number is still invalid after this time, you may reach out to us with your order number at email@example.com.
What is your return policy? Can I exchange an item?
Please see Returns & Exchanges.
Did not find your question here?
Send us an email at firstname.lastname@example.org!