FAQs

Frequently Asked Questions

Below you can find a list of the most common questions our customers ask before and after the purchase.

Can I make changes to an order?

When an order is still in Ordered or Processing status (usually within the first 24 hours or less):

We can change

  • Product Size
  • Product Variant
  • Shipping Address

We cannot change

  • Different product
  • Increase/decrease the quantity of a product

Return Policy

Return requests must be initiated within 7 days (the first day of the return window starts the day tracking shows delivered status) of receiving all items in the order and shipped back to us within 7 days of submission to qualify for a full refund.

If it is a split package order, it will start from the time of the final package delivery date and time.

  • Orders returned without meeting the above criteria are subject to a 20% restocking fee or we may decline the entire return.
  • Shipping and handling charges are non-refundable. 
  • Return shipping is the customer's responsibility unless it was a shipping error or a damaged item. 
  • Please allow me  5 - 7 business days from the day we receive the returned package to process.
  • We will email you after the return has been processed to confirm what has been done.

Final sale and non-returnable categories

  • Beauty
  • Bodysuits
  • Face masks
  • Intimates/Lingerie
  • Jewelry
  • Swimwear
  • Openpack Wholesale Orders

 

To initiate a return, please

*Subject to Change. We may at any time in its sole discretion change the rules set forth above.

Shopify owners- when your customer reaches out to you for a return, please follow the above steps.

If there was a refund processed, it will be back to your original form of payment and you will need to issue the refund to your customer on Shopify side.

If for some reason, the order is still showing "Fulfillment in progress", you can manually mark it as fulfilled and then you will be able to refund.

Return Processing Time

Processing time is 5 - 7 business days after we receive the return.

To help expedite the processing of returns, please follow these instructions:

  1. Return auth number must be included with the return.
  2. Send return back within 7 business days of this submission to:

Returns Department  

3. Please note, that the return may be subject to a 20% restocking fee or declined if the above criteria are not met.

Once a return is processed, We will reach out via email to confirm.

Order cancellation Policy

An order cannot be canceled if it's already in processing status or shipped.

An order can usually be canceled within 24 hours of purchase, but it is not guaranteed. If an order can be canceled, you will see a "Cancel Order" button available.

If you do not see the "Cancel Order" button, your order is already being processed. Please note the warehouse works as quickly as possible to get you your items, so the grace period is brief.

We recommend you align your cancellation policy with ours and advise your customer to initiate a return for any unwanted items once they receive their package within 7 business days.