THE MOST COMMON QUESTIONS
Frequently asked questions
When will I get my order?
COVID -19 effect - When will I get my order?
Our fulfillment times may be longer than usual and may continue to increase until things get back to normal. We're seeing delays in our supply chain, including distributors and shipping carriers as the entire industry is grappling with challenges.
Will I be charged customs for my order?
It depends on your region. An additional customs and tax fee can occur on international orders. This fee is not in our control and is assessed by your local customs office. Customs policies vary widely for every country so please check with your local customs office directly to see if they apply duties and taxes to your purchases.
My order should be here by now, but I still don't have it. What should I do?
Before getting in touch with us, please help us out by doing the following:
● Check your shipping confirmation email for any mistakes in the delivery address
● Ask your local post office if they have your package
● Stop by your neighbours in case the courier left the package with them.
If the shipping address was correct, and the package wasn't left at the post office or at your neighbour’s, get in touch with us at email@example.com with your order number.
If you did find a mistake in your delivery address, we can send you a replacement order, but shipping will be at your own cost.
How do I track my order?
You’ll receive a tracking link via email when your order ships out. If you have any questions about your tracking or shipment, drop us a line at firstname.lastname@example.org.
RETURN & EXCHANGE
I received a wrong/damaged product, what should I do?
We’re so sorry if the product you ordered arrived damaged. To help us resolve this for you quickly, please email us at email@example.com within a weeks' time with photos of the damaged product, your order number, and any other details you may have about your order. We’ll get back to you with a resolution as soon as possible!
What’s your return policy?
Since we are such a small business and each of our products is made on demand - we only produce it specifically for you, once you place an order, we do not accept return or exchange. Please refer to our return and exchange policy for more information or email us at firstname.lastname@example.org.
Do you offer refunds?
Yes, We do! But, refunds are only offered to customers that receive the wrong items or damaged items. If any of these apply, please contact us at email@example.com with photos of wrong/damaged items and we’ll sort that out for you.
Can I exchange an item for a different size/color?
As we only prduce specifically for you when you place an order, we do not offer return or exchange for a different size/color. Hence, We highly recommend that before placing your order, you thoroughly check that each item in the cart has the correct size selected before completing the purchase. If you’re unsure which size would fit better, check out our sizing charts—we have one for every item listed on our store, in the product description section. For any other reason an item needs to be exchanged for a different size/color, we ask you to contact us at firstname.lastname@example.org with an order number, a picture of the delivered item.
How do I cancel my order?
Unfortunately, once your order is processed it cannot be cancelled as it’s already on its way to being shipped. Nevertheless, if you email us within 12 hours after you place your order to email@example.com, there is a slight chance that we can cancel it in time!
Is my personal and credit card information safe?
Definitely! Credit card processing is secured through authorize.net, the most used encrypted security merchant site on the web. Furthermore, your credit card information is never stored on file. If you’re still hesitant, you can checkout using paypal.
What types of payments do you accept?
We accept visa, mastercard, american express, discover, and paypal.