Below FAQ are some common concerns of our clients before purchasing the theme, if you have other questions, please just send it to [email protected]
HOW DO I KNOW IF MY ORDER HAS BEEN PLACED SUCCESSFULLY?
You will get an automatic email saying your order has been processed. Once the order has been sent to you, you will get another email saying your order has been despatched and we will give you the tracking ID to follow up your shipment.
HOW DO I KNOW WHEN MY ORDER WILL ARRIVE?
Once you’re at checkout you’ll have an ETA for each of the products you order. The ETA may differ between products depending on where they’re located and the shipping method you’ve selected.
HOW DO I RETURN AN ITEM FOR REFUND?
If your item has all tags and labels attached, remains unworn, unwashed, unsoiled and is within our 30 days return period please ship it back following the instructions on the returns form. Remember to fill in your returns sheet with your request and put this sheet in your parcel when you return it back to us. Once we receive your return, we will send you an email to confirm that we’ve received it. If no exception with your return is faced your request will be processed within 2-3 working days. Refunds for full priced items are issued to your original payment method. Refunds for regular sale items can only be processed through a Gift Certificate to be used on our site. If your order had any shipping costs, these will not be refunded. To return your order, please use a ‘TRACKED’ Service as we can only refund items which are returned to us. We don’t reimburse you for your postage cost back to us.
HOW DO I EXCHANGE AN ITEM?
If your item had all tags and labels attached, remains unworn, unwashed, unsoiled and is within our 30 days returns period please ship it back following the instructions on the returns form. Remember to fill in your returns sheet with your request and put this sheet in your parcel when you return it back to us. Once we receive your return, we will send you an email to confirm that we’ve received it. If no exception with your return is faced, your request will be processed within 2-3 working days when we will send you your exchange item(s). As soon as we ship your item(s), you’ll receive an email with the tracking ID to follow up your shipment.
OUR RETURNS POLICY
The items must be unused, unworn, fitted with the original tags and packaging and with no markings or any type of damage. Items must be returned in the condition they were received in otherwise refunds & exchanges cannot be enforced. All returns must be shipped within 30 days of being received. Please use a tracking number on all returns/exchanges, we can only refund/exchange for goods we receive that fit our terms. Sale items: can be exchanged or refunded via store credit only, if they meet our terms and conditions.
SOMETHING I PURCHASED IS NOW IN SALE. CAN I RECEIVE A PRICE ADJUSTMENT?
Unfortunately, due to the overall high demand for merchandise and availability issues, we do not currently allow for price adjustments.
DO YOU SHIP INTERNATIONALLY?
We ship all over the world, most countries are free shipping however there are some exclusions.
HOW DO I TRACK MY ORDER?
Once you have completed your order, you’ll receive a confirmation email with your order details. Our team will then be working extremely quickly to get this order picked and packed and sent out to you. Once this has been dispatched, you’ll receive an email notifying you of this (within 24 hours) with a tracking link included. Your tracking will continue to update as your parcel makes its way to you. If you are unable to locate this email, you can enter your order number at the bottom of our website. Simply click on ‘Track My Order’ under the ‘Costomer Service’ section at the bottom of our website or “help” at bottom right to view your latest delivery updates.
WHICH SIZE SHOULD I PURCHASE?
We use standard US sizing unless otherwise specified in the item description. Our size guide can be found at Right side of size selection on every product page.You also can find it on product description.
I HAVE SEEN SOMETHING ADVERTISED BUT CAN’T FIND IT ON YOUR SITE?
If we’ve stated in our caption that this is a new collection that’s dropping soon, this may not be on the site just yet. Alternatively, some items are discontinued and removed from the site if they are limited edition or old stock.
MY PACKAGE WAS DELIVERED, BUT I HAVEN’T RECEIVED IT!
If no one is home at the time of delivery, your package will be left in a safe location at your shipping address. Be sure to check around the front of your home, especially behind bins/pot plants/fences and under doormats. We also recommend checking with your building management or neighbors who may have collected it for you.
Once you’ve scoped out all possible delivery locations with no luck finding your package after 10 business days, reach out to our Customer Experience team here. include the following information in your message:
Your name
Order number
Email address used to place the order
Shipping address you provided at checkout when placing your order
Please note – We suggest filing a claim with the carrier directly. If you placed an order and your shipping address is a forwarding address, you are responsible for contacting your forwarding company to locate your shipment.
MY PROMO CODE / GIFT CARD CODE ISN’T WORKING!
Please make sure the promo code is valid for all items in your order (i.e. no sale items or gift cards). Gift card codes must be entered separately. If you’re having trouble applying either of these, send a screenshot of the page to our Customer Experience team so we can help!