Frequently Asked Questions (FAQ)
Orders & Shipping
Q: How can I track my order?
A: Once your order has been shipped, you will receive a confirmation email containing your tracking number and a link to monitor its progress. You can also check the status by logging into your account on our website.
Q: What are your shipping options and costs?
A: We offer a range of shipping options at checkout. The cost and estimated delivery time will be calculated and displayed before you complete your purchase. We provide both standard and express delivery services.
Q: How long will delivery take?
A: Delivery times depend on your location and the shipping method you select. Standard shipping typically arrives within 3-7 business days, while express shipping can take 1-3 business days. These are estimates, and delays can occasionally occur with carriers.
Q: Can I change or cancel my order after placing it?
A: We are only able to modify or cancel an order if it has not yet entered the packing and shipping process. Please contact us immediately for assistance. We cannot guarantee changes, but we will always do our best to help.
Returns & Refunds
Q: What is your return policy?
A: We offer hassle-free returns on most full-priced items within 30 days of purchase. Items must be unworn, unwashed, and in their original packaging with all tags attached. For hygiene reasons, certain items like swimwear and underwear may have specific return conditions.
Q: How do I return an item?
A: You can initiate a return through your account on our website. Navigate to your order history, select the item you wish to return, and follow the instructions to generate a return label. Once we receive and inspect the item, your refund will be processed.
Q: How long does it take to receive a refund?
A: After we receive your returned item, it can take 3-5 business days for us to process it. Once processed, your refund will be issued to your original payment method. Please allow additional time for the refund to appear in your bank or credit card account.
Products & Sizing
Q: What should I do if I’m unsure about my size?
A: We provide detailed size guides for each product on its item page. We recommend comparing your measurements with those in the guide for the best fit. If you are between sizes, we often suggest sizing up.
Q: How should I care for my clothing?
A: Care instructions are located on the label of each garment. We recommend following these instructions carefully to maintain the quality and longevity of your items. Generally, washing in cold water and air-drying is best for preserving colors and fabric.
Payments & Promotions
Q: What payment methods do you accept?
A: We accept all major credit and debit cards (Visa, Mastercard, American Express), PayPal, and other secure payment gateways.
Q: My promo code isn’t working. What’s wrong?
A: Please ensure the code has been entered correctly and that it has not expired. Also, check the terms and conditions of the promo code, as some may only be valid for specific product categories or require a minimum spend.
Account & Website
Q: I forgot my password. How can I reset it?
A: On the login page, click on “Forgot your password?” and enter the email address associated with your account. You will receive an email with a link to reset your password.
Q: Is my personal and payment information secure?
A: Absolutely. We use industry-standard SSL (Secure Sockets Layer) encryption to protect all your personal and financial data during transmission. Your information is stored securely and never shared with third parties without your consent.
Still need help?
If your question wasn’t answered here, our friendly customer service team is happy to assist you. Please visit our Help Centre to get in touch.