1. WHY DON'T I RECEIVE A CONFIRMATION EMAIL?
In this case, please kindly check in INBOX, SPAM MAIL & JUNK MAIL and you will see a confirmation email from us. In case you still don’t see it in those mailboxes, please contact us at [email protected] to get updated manually.
2. HOW LONG IS THE ESTIMATED DELIVERY TIME?
Please find it at this page: SHIPPING & DELIVERY
Normally, it will come sooner than the estimated time. Sometimes it will take longer because of unexpected reasons like weather, transit issues, flight cancelation, local post office policy, customs, …
3. WHY I SEE MY TRACKING NOT FOUND ON 17TRACK.NET?
After you receive your tracking number, it will take about 5-7 days for processing. Then, when the package is sent out, the tracking number will be updated on 17track.net and you can follow its status.
4. THE TRACKING SAYS DELIVERED BUT I DON'T RECEIVE ITEMS
In this case, please follow these steps before reaching out to us:
4.1. Check inside the mailbox carefully, including safe places around it where it may have been placed in the mailbox couldn’t hold the package. Look inside porches and other areas around the front of the property. Check with neighbours in case the item was left with them or in their mailbox.
4.2. Check with other people who live with you, in case they collected the item and placed it somewhere. Finally, if you live in an apartment or other managed accommodation, check with the management office or reception in case they have the item.
4.3. You also should check with their local post office too, who may be holding the item. Sometimes the mail carrier will inadvertently mark the item as delivered while it is awaiting collection from a post office.
4.4. In some unexpected cases, your items were delivered at the front of your house by courier but stolen by other people (we was informed about this by some our customers). So we recommend that you should check camera at front house and send us the video, we are very happy to resend the items for you.
5. WHY MY ITEM IS HELD BY THE CUSTOMS?
Don’t worry! For some cases, your item will be held by the custom, waiting for your claim. Please contact your post office to get support on this case. After you follow their guidance, the package will be released by the customs and transferred to your local post office.
6. CAN I GET EXCHANGE THE ITEM?
We only accept returns, refunds and exchange for some reasons: Not exactly what you ordered, wrong printed objects, wrong color and size caused by our mistakes.
We DO NOT accept returns and refunds if you just do not like the item when you receive it. All the item details have been clarified on our website.
7. DO I RECEIVE AN INVOICE FOR MY ORDER?
If you are a company or enterprise customer, we are very happy to provide invoice for you to work with your accountant if you need. Please send us a message and we will help you.
8. THE ITEMS ARE TOO LARGE (OR SMALL) WITH ME, NOT FIT ME?
In this case, please follow our guide dance as below:
8.1. Please check the size tag of the product to see if it’s correct as the size you choose or not.
8.2. If the size tag is correct but the dimension is different with the size chart. Please help us to measure the item: bust, length, sleeve, shoulder and then send us the images of them.
*NOTE: Please put the items straight while measuring.
8.3. If the dimension is correct as the size chart but it doesn’t fit you, maybe because you forgot to read the size chart before choosing.
(Please note that there is always 1-3cm differs between items and size chart due to manual measurement, that is also noted by us on the size chart)