FAQ
Frequently Asked Questions (FAQ)
Effective Date: 19th of February, 2025.
Shipping & Delivery
Q: How long will it take for my order to arrive?
A: All orders are processed within 1-3 business days (excluding weekends and holidays). Shipping times vary by location, but typically:
- 2-3 days for North America (USA, Canada, Mexico)
- 3-6 days for Central & South America
- 4-7 days for Oceania (including Australia & New Zealand)
- 3-6 days for Africa
- 2-3 days for Europe
- 3-6 days for Eastern Europe & Asia
Q: Can I track my order?
A: Yes! Once your order is shipped, you’ll receive an email with tracking information. You can track your shipment on the carrier’s website or directly on our store.
Q: Do you offer international shipping?
A: Yes, we offer international shipping to most countries, including North America, Europe, Asia, and more. Please, note that customers are responsible for any customs duties, taxes, and fees associated with international orders.
Returns & Exchanges
Q: How do I return an item?
A: If you're not satisfied with your purchase, you can return most items within 7 days of receiving your order for a full refund or exchange. The item must be unused, unworn, and in its original condition with tags attached. To initiate a return, please email us at [support@yourstore.com] with your order number and reason for the return.
Q: Are there any items I cannot return?
A: Unfortunately, we can’t accept returns or exchanges on items that are used, damaged, or not in their original packaging. Please ensure the product meets the return criteria before reaching out.
Q: How can I exchange an item?
A: Follow the same process as a return. Once we receive your returned item, we will process your exchange and send out the replacement. You are responsible for the return shipping costs unless the item is defective or there was an error on our end.
Q: What if my item is damaged or defective?
A: If your item is damaged or defective, please reach out within 7 days of receiving your order. We’ll offer a replacement, exchange, or a full refund, including return shipping costs for the defective item.
Order Cancellation
Q: Can I cancel my order?
A: You can cancel your order within 24 hours of purchase for a full refund. After 24 hours but before shipment, cancellations are subject to a 15% fee. Orders that have already been shipped cannot be canceled.
Refunds
Q: How long will it take to receive my refund?
A: Once we receive and inspect your returned item, we will process your refund. It may take 7-15 business days for the credit to appear on your account, depending on your bank or payment provider.
Q: I haven’t received my refund yet—what should I do?
A: Please check your bank account or credit card statement first. If you still haven’t received the refund, contact your bank or credit card company as it might take a few days to process. If you’ve done all of this and still haven’t received your refund, reach out to us at [support@yourstore.com].
Shopping
Q: What if the item I’m interested in is no longer available in my size?
A: We understand that new items can sell out quickly! If the item you're looking for is out of stock, don’t worry—there's a chance it could be restocked soon. Please, contact our customer care team via email, and we’ll do our best to notify you when the item becomes available again. Be sure to include the best email address to reach you.
Q: What should I do if the size on the tag is different from what I ordered?
A: Our sizes are often converted to international standards before being listed on the website. If the size on the tag seems different from what you expected, don’t worry—the item you received is the correct size. Try it on and check the fit. If it's not quite right, feel free to return it (please refer to our return policy for details).
Q: Why is the color of my clothing different from what I saw online?
A: Sometimes, the lighting in photos and screen settings can cause slight variations in color. While we strive to ensure our product images are as accurate as possible, there may still be a small difference. If it doesn't affect your overall satisfaction with the item, we’d appreciate it if you keep it. As a thank-you, we'll provide you with a promotion code for your next purchase.
Q: Do you have any physical store locations?
A: Currently, we are an online-only store, bringing the latest urban fashion directly to you through our website.
Q: How do I use a discount code?
A: When you reach the checkout page, you’ll find an option to enter your discount code. Simply input the code, and your discount will be applied to your order.
Q: Why was my order canceled?
A: In the rare event that an item in your order becomes unavailable, we may need to cancel your order. We will notify you within 24–48 hours about any changes. If some items in your order are still available, those will be shipped, and you'll be refunded for the canceled item.
Q: How can I change my order?
A: We process and ship orders quickly, so if you need to make any changes, please contact us immediately. Once the order has been shipped, we won’t be able to make any adjustments.
Q: Can I get more information on a product?
A: We aim to provide as much detail as possible for each product. Our product pages include size information, care instructions, and multiple images to help you make an informed decision. If you need more details, let us know, and we’ll be happy to assist you.
Q: Do you have paper catalogs?
A: Due to our constantly changing inventory and weekly new arrivals, we do not offer paper catalogs. Instead, we focus on keeping our website up-to-date with the latest trends and styles, making it easy for you to shop 24/7.
Payment
Q: How do I pay for my order?
A: We offer multiple secure payment options, including major credit cards like Visa and MasterCard. Your payment details are processed securely, and we ensure that your information is protected.
Q: What currencies can I use?
A: We accept payments in US dollars only.
Q: Is it safe to use my credit card on your website?
A: Yes, it is safe! We use industry-standard encryption technologies (SSL) to secure all transactions and protect your credit card details during checkout.
Q: Why might my credit card be refused?
A: There are several reasons your credit card could be refused, including:
- Expired card
- Reached credit limit
- Incorrect information entered during checkout
- Browser-related issues (e.g., cookies or plug-ins)
If your card is still being declined, contact your bank for assistance.
Q: Was I charged twice?
A: You may see an authorization hold on your bank account after placing an order, but your card will only be charged once your order ships. The authorization will clear (usually within 48–72 hours) if no charges are processed. If you need help, you can reach out to your bank.