FAQ
Shipping
How long does it take to process my order?
Most orders are processed within 1–4 business days before shipment.
How long does shipping take?
U.S. orders generally arrive within 5–10 business days, while international orders may take 5–8 business days.
How can I track my order?
Once your order ships, you will receive a tracking number via email.
Do you offer free shipping?
Free shipping may be available for selected countries or qualifying order amounts.
Will I need to pay customs duties or taxes?
Customs duties and import taxes are determined by local authorities and are generally the buyer’s responsibility.
Why did my order arrive in multiple packages?
Items may ship separately if they are fulfilled from different warehouses.
When will pre-order items ship?
Pre-order items will ship as soon as inventory becomes available. Please refer to the product page for estimated dates.
What if I entered the wrong shipping address?
Please contact customer support as soon as possible. Address changes are usually possible before shipment.
What if tracking says delivered but I didn't receive the package?
Please check with neighbors, your building management, or the carrier first. Contact us if further assistance is needed.
Do you ship on weekends or holidays?
Most orders are processed and shipped on business days only.
Payment
What payment methods do you accept?
We generally accept Visa, Mastercard, American Express, PayPal, Apple Pay, and Google Pay.
Is payment secure?
All payments are processed through secure encrypted payment gateways.
Why was my payment declined?
Payment failures may occur due to insufficient funds, bank security checks, or billing information mismatches.
Will I be charged twice?
Normally no. If you notice duplicate authorizations, please contact your bank or our support team.
When will I be charged?
Payment is typically captured immediately after a successful order is placed.
Do you offer installment payments?
Some regions may support Shop Pay Installments, Afterpay, or Klarna.
Do you accept PayPal?
Yes. You can pay through your PayPal account or linked payment methods.
Do you store my credit card information?
We do not directly store your complete credit card information.
Can I modify my order after payment?
Changes may be possible before shipment. Please contact support as soon as possible.
Can I still receive a refund if I used a discount code?
Yes, but refunds are generally issued based on the amount actually paid.
Return
Can I return my order?
Eligible items may generally be returned within 15 days of delivery.
Which items are non-returnable?
Personalized items, final-sale items, and used products are generally non-returnable.
What condition must returned items be in?
Returned items must be unworn, unwashed, undamaged, and include original tags and packaging.
Who pays for return shipping?
Customers are generally responsible for return shipping costs unless the item is defective.
How do I start a return?
Please contact customer service with your order number and reason for return.
How long does it take to receive a refund?
Refunds are typically processed within 5–10 business days after the return is received and inspected.
Are shipping fees refundable?
Original shipping charges are generally non-refundable unless the return is due to a product defect.
What if I receive a damaged item?
Please contact customer service promptly and provide photos of the damaged item.
Do you offer exchanges?
Some items may be exchanged depending on stock availability. Please contact customer support.
Can I return a personalized name necklace or engraved item?
Because personalized products are made specifically for you, they are generally non-returnable unless there is a quality issue.