Frequently Asked Questions

Clear answers to common questions about orders, sizing, shipping, tracking, returns, refunds, and support. If you need anything else, email [email protected].

Ordering & Payments

How do I place an order?

• Select your size, add items to your bag, and proceed to checkout.
• Enter shipping details and choose a payment method.
• You’ll receive an order confirmation email shortly after completing checkout. If you don’t see it, check spam or contact support.

Which payment methods do you accept?

Method	How it works	Notes
Credit/Debit Cards	Securely processed at checkout.	Your bank may convert currency and apply applicable fees.
PayPal	Pay via your PayPal balance or linked card.	You may be redirected to PayPal to confirm your payment.
Stripe	Card payments handled by Stripe.	We don’t store your full card details.
Airwallex	Processed through Airwallex.	Availability may vary by region at checkout.

Can I change or cancel my order?

If your order hasn’t shipped, we’ll do our best to help. Email [email protected] with your order number as soon as possible. Once an order is shipped, we’re unable to modify or cancel it.

Why was my payment declined?

• Check that your billing details match your bank’s records.
• Ensure sufficient funds and enable online or international transactions if needed.
• Try a different payment method or contact your bank for more information.

Sizing & Product Details

• Refer to the size guide on each product page for measurements.
• If you’re between sizes, consider sizing up for a more relaxed fit.
• Colors may appear slightly different due to individual screen settings.
• Need personalized help? Email us your measurements and the item name for guidance.

Shipping & Delivery

• Standard shipping fee: $6.99 per order unless otherwise shown at checkout.
• Handling time: 2–4 business days to process and pack your order.
• Transit time: Typically 3–7 business days after dispatch.
• Business days are Monday–Friday, excluding public holidays.

Stage	What happens	Typical timeframe
Order placed	Order confirmation email sent.	Immediately
Processing	Picking, quality check, and packing.	2–4 business days
Shipped	Tracking number emailed.	When dispatched
In transit	Carrier moves your parcel.	3–7 business days
Delivered	Package arrives at your address.	Varies by carrier

Tracking your order

• You’ll receive a tracking email once your order ships.
• Tracking may take up to 24 hours to update after you receive the number.
• “Label created” means the carrier has the details; updates will follow once they scan the parcel.

Returns & Refunds

Can I return an item?

We consider returns for most items that are unworn, unwashed, and in original condition with tags and packaging. Some items may be final sale or non-returnable due to hygiene or product labeling; any exceptions are indicated on the product page where applicable. Please request authorization before sending anything back.

How do I start a return?

1. Email [email protected] with your order number, the item(s) you wish to return, and the reason. If there’s any damage or defect, include clear photos.
2. We’ll reply with next steps, return address details, and any conditions that apply.

Who covers return shipping?

Return instructions and any applicable costs are shared during authorization. If we shipped the wrong item or your item arrived damaged, we will work with you to make it right.

When will I receive my refund?

After we receive and inspect your return, we’ll email you the outcome. Approved refunds are issued to the original payment method. Your bank or payment provider may need additional time to post the credit.

Do you offer exchanges?

We don’t reserve stock for exchanges. If you need a different size or color, place a new order and request a return for the original item (if eligible).

Order Issues

My order arrived damaged or incorrect

Contact us as soon as possible with your order number, photos of the item and packaging, and a brief description of the issue. We’ll review and help resolve it.

Tracking shows delivered, but I didn’t receive it

• Check your mailbox, building mailroom, and with neighbors.
• Look for a delivery notice or contact the carrier with your tracking number.
• If you still cannot locate the package, email us and we’ll assist with next steps.

Taxes, Duties, and Fees

• Applicable taxes are calculated at checkout where required.
• If your order crosses a border, local customs duties or import fees (if any) are the recipient’s responsibility.

Support

Email [email protected] with your order number and a brief description of your request. We aim to respond promptly and keep you informed at every step.