Here is a list of answers to our most frequently asked questions.
*Please keep in mind that winter orders may have a slight delay due to poor weather conditions.
Customer ServiceI emailed your customer service team, but they have not gotten back to me, what do I do?
The way that our email system works is in chronological order of when the email is placed. Emailing multiple times will only put you further back in our email queue. The best thing you can do is be patient, and a customer service rep will get back to you within 48 hours. *Please note our office hours.* If you have not received a reply within 48 hours, please contact us via Facebook, as it is possible your email was sorted into our spam folder.When is your team in the office?
Our office hours are Monday-Friday, 9:00am-5:00pm. We are out of the office for holidays.Why don't you offer customer service over the phone?
We have a very small customer service team, so it would be impossible for us to give the quality of customer service via phone that we try to give every customer. We are more than happy to answer any questions you may have (if you have not already answered them yourself through the FAQ) via our customer help email, email@example.com.
What payment methods do you offer?
You can pay via credit or debit card, PayPal, or Apple Pay on your iPhone.
My payment won't go through, what do I do?
Contact our customer support team at firstname.lastname@example.org, they can help you out!
How do I choose the correct size for me?
All of our items have more of a slim fit, but otherwise the fit is normal. So, if you normally wear a US Medium jacket, you can expect that our US Medium will fit you just fine.
If you would like a more personalized sizing recommendation you can email our customer support team at email@example.com. Let us know which items you're looking at as well as your height, weight, and body type (ex. muscular, average, skinny, etc.), and we can help you choose the correct size.
If you are stuck between two sizes, please choose the next size up, as our garments are slim fit.
I ordered a size US Medium and received an XL, what do I do?
All of our items are labeled with Asian sizing labels. Asian sizes are roughly 2 sizes up from US sizes so a US M is actually an Asian XL; they are the same. We have already done the sizing conversion for you on our website to make it easier to choose the correct size, but when you receive your garment it will have an Asian size label on it.
Fear not, just try the item on and check the fit like normal.
My item doesn't fit, what do I do?
You can return or exchange items within 365 days of receiving your order. You can use our return portal to return or exchange items.
Shipping & Tracking
How long will it take to ship my order?
All orders have a 2-3 business day processing time before the order ships out. Once the item is shipped it takes about 10-15 business days to be delivered. For orders with addresses outside the US, deliveries should be expected to take about 12-20 business days.
*Please allow 2-4 weeks for packages to be delivered.
Why is the shipping time so long?
All of our items are shipped directly from our vendors in Asia. All orders must clear Asian Customs as well as US Customs; this is the biggest reason for the longer-than-normal shipping time.
How do I track my order?
Once your order has been processed and shipped out you you can track your order on our website using your 4-digit order number and the email you used to place the order. You can track your order here.
Why is there no tracking information for my order?
There is a 2-3 business day processing time for each order. After that you should see tracking information come up. If you still do not see tracking info for your order, wait a few days and check again, there can be delays in the relay of information from carrier to carrier. If you still do not see any info after that please contact our customer support team at firstname.lastname@example.org and they can help you out.
A special note on Christmas shipping:
If you need items by Christmas we recommend placing your order on or before December 4th. Orders placed after December 4th are not guaranteed to be received by Christmas.
If you have not found your package after checking with roommates, relatives, friends, neighbors, and your post office, you will have to open a case with USPS or whichever carrier delivered your package. Once the tracking status shows as delivered by the carrier, our company is no longer responsible for the package.
Returns & Exchanges
Do you have a preferred mailing service for returns?
We ask that you please ship any returns back to us through USPS. FedEx almost always needs a signature for delivery, and we simply cannot stand by the door waiting for a return.
What is you return policy?
You have 365 days to return or exchange an item from the day you receive it.
How do I return an item?
You can return an item using our return portal. To go to the return portal now click here. Your order will be refunded after we receive your item(s) in good condition.
How do I exchange an item?
To exchange an item you can also use our return portal. When going through the return portal simply select the exchange option. Make sure to add detailed notes about the item and size you would like to exchange for. Once we receive your item(s) in good condition we will send out the exchange order.
Do you pay for return shipping?
We offer free shipping on all returns and exchanges. You can get a return label directly from our website via the return portal.
Can I return a clearance item I purchased for a refund?
Clearance items are non-returnable for a refund. You may exchange the clearance item for another item or a different size, but you may not return any clearance items for a refund. The items you may exchange for do not have to be clearance items, however, whatever item you exchange for will then become non-returnable for a refund. Clearance items have a notice on their product page about the no-return policy.