To keep our customer service efficient during the pandemic, we have gathered information concerning COVID-19 to this comprehensive article. Your question or concern will most likely be answered here. Therefore, before contacting us, read this article carefully – that will help the customer service to answer emails faster. Your question may also be answered here.
Why it’s no longer free shipping?
Due to COVID-19 issues, airline canceled nearly 80% of its flights, the transport capacity is in a short supply and the air space is extremely tight, resulting the airline operation cost increases continuously since March. We regret that we can not offer free shipping any longer.
Why I can’t track my order from your website?
Courier may disable API from our website for their system maintenance. If you can’t track your order on our website, try 17track.net instead. If the system does not find your parcel, rest easy knowing your item is on its way when you have received the shipping confirmation.
Delays can be expected to every destination.
Where is my order? Have my items been shipped?
You will receive the order confirmation email immediately after purchase. It will include your order number (for example #1234) and a summary of your order. Please check that you have the correct sizes/colors. If there are changes that need to be done to your order, contact us within 24 hours and state your order number and the changes that need to be done in the first email.
Orders will be shipped as soon as possible after we have processed them. Under these conditions however the dispatching can take a few days. Whether the item has been shipped or not, you can not cancel your order after 24 hours from purchase.
As soon as the courier has collected your package, you will receive the shipping confirmation email. This email will include item and tracking information if the tracking is available. Remember to check your spam folder! Sometimes the tracking link is invalid or not found, then try 17track.net to track your order. Please note that the tracking will not be available immediately, it takes few days to start updating the status.
Patiently keep checking the tracking status every now and then, the estimated arrival date will be updated closer to the delivery.
When will my order arrive?
We can't give you an accurately estimated arrival datedue to unstable conditions. The shipping time varies due to several factors such as distance and shipping delays. Usually items arrive within 10-15 days from the day you receive the shipping confirmation email, but at the moment we can't guarantee that your item will be delivered within that time period. However, so far shipping times have been around 10-15 days and we hope it will stay that way!
How can I cancel my order?
If you want to cancel your order, it has to be done within 24 hours from the purchase by emailing us. We can't cancel orders that are already processed or in transit. In this matter we kindly ask for your patience and understanding as the shipping can take longer than expected.
How can I change the shipping address?
All changes and edits to shipping addresses or customer information have to be informed immediately as we can't do changes after the order is processed. We know that right now many people are dealing with uncertain housing situations and therefore need to change the shipping address. However, if your order has been processed (3-4 days) the address cannot be changed. This means that you have to keep a close eye on your tracking, and once your package is in your country, you should contact your post, and solve the situation with them. The parcel isn't in our hands anymore, so we can not anyhow change the address on it.
We will attempt to reship orders that are returned to the supplier, contact us if you are not in your original shipping address to receive your order, and it hasn't been shipped yet. When making a purchase, keep in mind that the shipping can take longer than expected and therefore make sure the shipping address is functional.
If there any things you concerned about please don’t hesitate to contact us.
We are extremely thankful to everyone for supporting small businesses in these uneasy times. Stay safe and take care of each other!
Nothin basic here team