Frequently Asked Questions
I'm missing an item from my order, what do I do?
We’re sorry to hear that! Please email us at firstname.lastname@example.org and we’ll send you the missing item as soon as possible.
What do I do if I receive a defective item in my order?
Oh no! Please email us at email@example.com together with image of clear defect part of the item within 7 working days of receiving the item(s) and we’ll process an exchange for the defective item accordingly.
I have an incorrect item in my order, what do I do?
Please email us at firstname.lastname@example.org and our team will advise you on the exchange process. In the event that stocks are no longer available, store credits/refunds will be issued.
Can I amend my order after I've placed it?
Please email us at email@example.com with your order number for the team to check if your items have been dispatched.
Can I cancel my order after I've placed it?
Please email us at firstname.lastname@example.org with your order number and we will evaluate on a case by case basis.
Can I get a refund if the price has changed since I ordered it?
As stated in our Terms and Conditions, we will change the information on our website and social media time to time. In this case, we’re afraid we will not be able to provide a refund for the difference in price.
What can I do if the payment for my order is declined?
If you’ve tried all these and are still having problems, please drop us an email at email@example.com.
Do you offer a wholesale discount for bulk buying?
Please email us at firstname.lastname@example.org for special rates for bulk purchases.
What delivery options do you offer?
What should I do if my order hasn't been delivered yet?
Please check your tracking link for the order status for Smartpac. If it is marked delivered and you have not received, please email us at email@example.com and it will be evaluated.
What happens if I'm not in when my order arrives?
Smartpac are delivered directly to your letterbox. Please check them.
My order status is still ‘order processing’, when will it be shipped?
Our team takes 2 – 3 working days (excluding weekends and PH) after your payment has been verified to process your order and dispatch your parcel. Please be assured that we will ship out your order once we have verified everything on our end.
Can I have my parcel redirected to a different address?
Please email us at firstname.lastname@example.org with your order number in order for the team to check if your parcel has been dispatched. If your parcel has been dispatched, we are unable to redirect it to a different address.
Can I choose a specific time or day for my delivery?
Unfortunately, this service is currently unavailable for all our shipping options.
Can I self-collect my items in person?
Self collection is not available at the moment.
III. Returns & Exchanges
Do you accept returns?
Why hasn't my return/refund of store credits been completed yet?
Our team takes 5 to 7 working days to process all requests and we seek your understanding while we verify if the return/refund of store credits is possible.
I returned an item and it was incorrectly refunded or replaced.
Please email us at at email@example.com and we will double check with the team immediately. We do apologise in advance if our team happens to make any mistakes in handling your orders. We will definitely try our utmost best to rectify mistakes if any.
Do you refund postage fees if I return something?
We will reimburse postage fees if the returns are for defect items. However, we will not be able to reimburse postage fees if you are returning the item for store credits.
How can I pay for my order?
Can you tell me if you're getting an item back in stock?
Our products are available in limited quantities. If there are many requests for the item which is out of stock, we may consider bringing it back via backorder!
Where can I find your size guide and care instructions?
You can refer to our Customer Care page here for more information on size guide. Otherwise, measurements for our apparels are listed on their respective pages.
Can you give me more information about your products?
If you’d like more information on our products, please feel free to email us at firstname.lastname@example.org.
How can I get in touch with your Customer Care Team?
You can email our Customer Care Team at email@example.com.
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