HOW CAN I TRACK MY PACKAGE?
You can find tracking information in your order confirmation or shipping confirmation sent to your email. If an order includes multiple items, each may have separate delivery dates and tracking information.
WHAT IF MY TRACKING NUMBER ISN'T WORKING
Tracking numbers can take 3-5 business days to show up in the shipping carrier's system. Depending on the shipping method you chose, it's possible that the tracking information might not be visible immediately but please rest assured that your package is being delivered as normal. If your order has not arrived after 30 business days (US domestic) and 45 business days (international), please contact our customer service.
WHAT CAN I FIND A MISSING PACKAGE?
Most packages arrive on time. On very rare occasions, the tracking may show as "delivered" but it looks like you haven't received it yet. If your tracking information shows that your package was delivered, but you can't find it:
1. Look around the delivery location for your package. Check your mailbox or wherever else you receive mail
2. Check your Order Confirmation to find the tracking status
3. Access the tracking link on your Order Confirmation to find the local shipping carrier that delivers your package
4. Contact your local shipping carrier for further information.
5. Contact our customer service if the package still can't be found.
IS EXPRESS SHIPPING AVAILABLE?
Currently, we only offer the Standard Shipping method for our products.
HOW CAN I EDIT/ CANCEL MY ORDER?
You can cancel/edit an order within 06 hours from the moment you finish your checkout process. After this time, your order will be immediately sent into production and can't be canceled/edited anymore.
In case you want to cancel/edit your order, please choose the Contact us button on the store page or in the Order confirmation email to send a request.
IS THERE ANY CANCELLATION FEE AVAILABLE
There is no cancellation fee if the order is eligible for cancel.
CAN I APPLY A PROMOTION CODE AFTER MY PURCHASE COMPLETED?
At present, we do not support applying a discount code to a created order. You can contact our customer service if you wish to cancel/edit your order.
HOW DO I USE A PROMO CODE ON CHECKOUT
If you have a valid and active Promotion Code, simply select the items you wish to purchase, add them to your cart and head to the checkout.
CAN I USE 2 PROMO CODES AT THE SAME TIME?
Unless otherwise stated, promo codes can only be used once. Only one promo code may be used per order.
CAN I PLACE AN ORDER OVER THE PHONE?
At present, we do not offer phone support or purchase on behalf of customer services. Kindly place an order and complete the purchase from your side
CAN I RETURN MY PACKAGE?
There is no need to return your item under any circumstances. Please note that if you return your item without our prior request, we will not be responsible for any loss or additional costs resulting from your unapproved return.
If you have any issues with your order, please contact our customer support within 14 days of order delivery to explain your grievance. Our customer service department will then help provide a replacement or refund if deemed appropriate.
HOW CAN I EXCHANGE MY ITEMS?
At present, our products don't have an exchange option. If you have any issues with your order, please contact our customer support within 14 days of order delivery to explain your grievance. Our customer service department will then help provide a replacement or refund if deemed appropriate.
HOW LONG DO REFUNDS TAKE?
After we confirm via email that you are eligible for a refund, your refund will be processed by our internal team within 07 business days of confirmation. You may expect to receive the refund 3-5 business days after we process your refund request. Please note that your payment provider decides when your refund will return to your payment account.
HOW LONG DO REPLACEMENTS TAKE?
After we confirm via email that you are eligible for a replacement, your replacement will be processed by our internal team within 07 business days of confirmation. You may expect to receive the tracking number of your replacement product(s) typically between 7-10 business days from the date of confirmation.
WHAT SHOULD I DO WHEN THERE ARE UNKNOWN CHARGES?
There are several reasons why you might not recognize a charge. Please follow the instructions below.
1. Please check your Order Confirmation for detailed information regarding your order.
2. Ask your family/friends if they place an order with us using your information.
3. Contact your bank for further information
4. Contact our customer service for an immediate support
WHY MY PAYMENT ISN'T ACCEPTED?
To protect your security and privacy, your bank can't provide us with information about why your payment was declined. Contact your bank directly to solve these payment issues. You might want to try again with a different payment method. In case the issue still persists, kindly contact our customer support team for further support.
CAN I PAY BY CASH?
We accept Visa, Mastercard, Discover, American Express, and PayPal only.
WHEN WILL MY CARD BE CHARGED?
Right after you have successfully placed your order.
WHAT IF I FIND SOMETHING SUSPICIOUS REGARDING MY PURCHASE?
We take fraud, scam, phishing and spoofing attempts seriously. If you receive correspondence you think may not be from our store, please contact our customer support team immediately.
HOW SECURE IS MY PERSONAL INFORMATION?
We adhere to the highest security standards to protect your personal information when you enter the checkout page and purchase from our online store.
When purchasing online using your credit card, all of your information is entered into an SSL secure web page. Your information is then SSL-encrypted and sent directly to our credit card provider's network, where your card and transaction are authorized and approved. Your credit card information is not stored on our servers.
HOW IS THE QUALITY ASSURANCE PROCESS?
We work with top manufacturers who can guarantee the high quality of each package by considering everything and doing a last-minute check before sending the complete order to you.
Based on the known issues and properties of each product, our QA specialists have listed detailed criteria we want to test for the product:
- Product type (shoes, bags, ...)
- Origin - workshop, testing date, ...
- Variant Colors Material - use the trial product and describe it
- Size Use - use the trial product and describe it
- Smell - use the trial product and score it
After that, we put these criteria into the testing form, each element will be scaled on a level from 1 to 5 (low-quality to excellent quality) and take note.
Every single product will have to go through this whole testing process and each one needs to reach the minimum score of 80 before being packed and shipped to you.
Let us know if you have any issue with your order