FAQ
MY ACCOUNT
How do I view my past orders?
Once you’re logged in to your account, you can view all your order history. If you have any questions, please contact us.
Why can't I log in to my account?
Make sure your email address and password are correct. If that doesn’t work, click “Forgot Password” on the login page to reset your password.
Do you store my personal information?
When you visit our website, the information you provide (such as your name, phone number, zip code, and address) is stored by your browser. Our website also uses cookies to identify your IP address so you can access our products and services more quickly. You can limit the use of cookies by changing your browser settings, but this may limit your access to our website’s features.
How do I change my email address?
We can change the email address associated with your account. Please provide our support team with your new email address and we will update it for you.
How do I change my password?
If you would like to change your password, please follow these steps:
1. Log in to your account.
2. Click “Forgot Password.”
3. Enter your registered email address in the box provided.
Create a new password using the link in the reset email sent to you. If you don’t see this email, please check your spam folder.
Is it safe to order from us?
Yes, it is very safe to order from us! Our website uses one of the most secure online systems to protect your personal information from unauthorized access.
We also use Secure Sockets Layer (SSL) technology, which means any personal information obtained through our website is private, stored in a secure and protected environment, and never released to any unrelated third parties.
ORDERS & PAYMENTS
How do I check the status of my order?
After placing an order, you will receive an order confirmation email with your order number. If you have a customer account with us, you can track the status of all your orders there. Once your order has shipped, you will receive a tracking number.
Can I cancel my order?
If your order has not yet been processed and shipped, we can cancel your order and refund you in full.
However, if your order has already been processed and shipped, we cannot cancel your order. However, you can return any unworn items (provided they are in good packaging) using our standard return process for a refund.
Why haven't I received emails about my order?
There are usually two reasons: the email address you have on file may have expired, or your spam blocker may be filtering our emails. Please ensure that your profile is up to date and try to disable any spam blockers that may be preventing us from sending you emails.
Why was my order canceled and my payment refunded?
Here are some of the most common reasons for this:
– There is a problem with your shipping address. We have attempted to contact you but have not received a response within a reasonable time. As a result, we may have canceled your order.
– One or more items in your order are out of stock. If we do not receive a response from you within 3 days of our initial contact, we will cancel the order/items and issue a refund.
How will you notify me if there is a problem with my order?
All order communications are done via email, so it is important to keep your email address accurate and up-to-date.
How do I change my billing address?
There is no need to change your billing address. We will ship orders to the address you provide at checkout, regardless of whether it matches your billing address.
How do I redeem a promotional code?
Discount codes must be used at checkout. Please note that we cannot redeem any discount codes after the order has been placed.
What payment methods do you accept?
We accept Visa and MasterCard. All payments are processed through our secure checkout system.
Why was my payment declined?
First, check your card details to ensure the information you provided is correct (common issues include misspelling your name, incorrect billing address, or incorrect expiration date).
Second, please ensure you entered the security code correctly (the three digits on the back of your card).
Finally, please check with the bank associated with your card; they may have declined your payment.
Do you offer price adjustments?
We do not offer price adjustments. If you have any questions, please contact [email protected].
SHIPPING
How long does it take to process my order?
Orders are typically processed by our warehouse within two business days and then shipped. Holidays and peak seasons may extend processing and delivery times.
My order was incomplete and missing items. What should I do?
Please contact us through online customer service or email with your order number, detailed information about the items you received, and photos. We will verify and resolve the issue.
Why am I not receiving tracking information sometimes?
Tracking information may be updated slowly for some orders due to system delays or unique shipping channels. Please be patient or contact us to inquire.
Why does my tracking number say it's invalid?
When you receive a tracking number, it means your package has been shipped from our warehouse and sent to the shipping company. The shipping company will scan your package and update the tracking number on their website. Therefore, it may take 3-5 days after your order is shipped from our warehouse for you to see any updates. Please allow time for the courier to provide the latest tracking information.
Do you deliver to P.O. Boxes or post offices?
Unfortunately, we cannot ship to PO Boxes or post offices. A valid residential address is required to receive the package.
What should I do if I don't want my package due to customs duties?
According to our policy, any potential customs duties are the responsibility of the customer. Please contact your local customs office to collect your package. If you refuse delivery, your package will be processed according to our agreement with the shipping company and will not be returned. If the package is destroyed in this manner, the shipping fee will not be refunded.
Why was my package returned?
There are several possible reasons, including:
1. Incorrect or incomplete address.
2. Invalid phone number.
3. Delivery cannot be completed due to obstructions at your home or office.
4. Failure to clear customs.
Why did a delivery attempt fail?
A delivery attempt may fail for any of the following reasons:
1. The recipient is unavailable.
2. Incorrect delivery address.
3. The package was delayed by the shipping company.
4. The package was lost in transit.
5. The package was lost due to a natural disaster such as a hurricane, flood, earthquake, or fire.
Please contact the shipping company and provide your tracking number and proof of identity to arrange for a redelivery. If you are unable to receive your package, or if subsequent delivery attempts continue to fail, please contact our customer service team at [email protected].
RETURNS AND REFUNDS
What can I return for?
If the item is defective or damaged (not caused by you), unsuitable for normal use, or if you change your mind for any reason, you can return it within 30 days.
What documentation do I need for a return?
Returns and refunds must be accompanied by the original receipt (the receipt is affixed to the front of the package). Refunds cannot be made without a receipt.
What are the requirements for returning items?
Items must retain their original tags and packaging, be clean, and in sellable condition.
How do I initiate a return?
Please email [email protected] and include your order number and the reason for the return or exchange.
Can I return multiple items from different orders in one package?
Yes, you can return multiple items from different orders in one package. As long as you include the return slips for both orders, we can ensure tracking of your items and issue a refund accordingly.
How long after receiving a return will a refund or exchange be processed?
We will process your refund or exchange within three business days of receiving your return.
What is the refund process?
After we receive and inspect your return, we’ll email you to let you know if your refund has been approved. If approved, your credit card will be automatically credited.
What if I haven't received my refund?
Please check your bank account first and contact your bank or credit card company. If you still haven’t received your refund, please email us at [email protected].
What if my refund was incorrect?
We sincerely apologize if we made a mistake during the refund process! Please contact our customer service team and we’ll resolve the issue as soon as possible.
The following factors may affect the amount of your refund:
Shipping costs are only refunded for orders canceled before shipment.
Any discounts/credits applied at checkout are not reusable.
Can I exchange an item if it's the wrong size?
Size exchanges are available for regular-priced items, regular-priced items with discount codes, and sale items. Exchanges must be completed within 14 days of order receipt and are subject to stock availability.
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[email protected]
Monday to Friday: 9:00am - 4:00pm
Saturday to Sunday: Closed
[email protected]
Monday to Friday:
9:00am - 4:00pm
Saturday to Sunday: Closed
INFORMATION
ASSISTANCE
GENERAL
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