Please read our Frequently Asked Questions page before contacting us. It covers most general and shipping-related questions that we receive.
How to track my order？
1.Yay, you are so close to receiving your goodies! Once your order ships, you will receive an email with a tracking number that you can use to follow your package’s journey to you.
2.If you have an account with us, you can also access the tracking number for your order there, once it becomes available. You can locate this information under your Account Details, where your full order history is accessible.
How do I know what my order number is?
If you have registered an account on our website, you can log in to your account directly to check. You can also provide us with your bill number and transaction number so that we can check for you.
How can I view my order status without an account?
Unfortunately, you must be logged in to an account when placing your order to be able to view the status of your order. Not to worry, though! All order updates, including confirmation and shipping emails, will be sent to the email address used to place to the order.
I am missing item(s) in my order.
Maybe your order is divided into several packages and delivered separately. If you are still worried about the status of your package, please contact our customer service team!
How do I cancel my order?
We know how important your order is, so we aim to fulfill orders as quickly as possible! While we cannot cancel or change an order once it has been placed, you are welcome to return your items in accordance with our Easy Returns Policy once your order has been delivered to you.
I placed an order but never received a confirmation email.
If you do not receive an email from shop within a few hours of placing your order, be sure to check your personal Spam folder. Alternatively, the email address on file might be spelled incorrectly.
To check your orders, log into your shop account and select the “My Orders” option to review your order history.
If you are still unable to locate the confirmation email for your order, please contact our Customer Care team.
Can I modify my order after I’ve placed it?
It depends on the situation. But we still suggest, try it, maybe we can modify it for you. But if we can’t modify it, do n’t be disappointed. Because there is a simple return policy.
If you want to modify the order, please contact our Customer Care team.
I received a package(item), but it wasn’t my order(item).
We’re so sorry for the mix up with your order! Please email our Customer Care team with your order number and pictures of the following: a picture of the products you did receive and their sku. Please note that all order issues must be reported within 14 days of delivery. We’ll get YOUR order sent out asap!
I received broken item(s) in my order.
Oh no! Your package must have had an extra bumpy ride! Please email our Customer Care team within 14 days of delivery with your order number, the names of the broken babies, and a photo of the damaged items. We will get back to you asap!
Do you combine orders?
Orders are subject to being automatically combined by our system if placed on the same day and shipping to the same address.
How long will my order take?
Most orders will be processed within 5-9 business days of your purchase(This processing time does not include shipping time). After it’s shipped out, average delivery times are 3-10 business days, depending on your location. There may be some delays when there is a sudden, large influx of orders. If it’s an international order, most packages arrive within two or three weeks, though it can take from four to six based upon how your country handles those packages. Unfortunately, there’s nothing we can do on our end to expedite that process.
For more information, please check the “Shipping Information” page.
After the order is shipped, you can also log in to your account, enter “My Order” and click “Track” for more shipping details.
Please note: The date you see in the checkout interface is not our order delivery time! And just shipping time!
Why hasn’t my order shipped out in the standard time?
There may be some delays when there is a sudden, large influx of orders. Also, be sure to double-check the product description — was your purchase for a pre-order? Some of our top designs sell out faster than we can make them, so this can add a few days to your order’s processing time.
Why hasn’t my tracking information updated?
Some shipping providers don’t offer real-time tracking information — they might delay updating the tracking locations by several days. Rest assured, your package is still on its way to you and probably further along than it looks.
Do you ship worldwide?
We happily ship to (almost) all countries worldwide! Unfortunately, we do not currently ship to the following countries: Benin，Bermuda，FrenchSouthernTerritories，HeardIslandandMcDonaldIslands，
I accidentally put the wrong shipping address on my order after , what should I do?
We process our orders very quickly. Sometimes, an order will be packaged minutes after it has been placed. If you gave us an incorrect shipping address it’s very important that you send us an e-mail as quickly as possible with the incorrect shipping address and the shipping address that you would like it changed to. There’s no guarantee that we’ll be able to switch out the address before the package leaves our hands, but we’ll try our best.
I’m an international customer. Does the price include customs fees/import taxes?
No, our shop will help consumers bear the tariff.
How do I know if my package has shipped and is on its way?
When your order is placed, you will receive an automatic confirmation email. Your order will process, and when it’s ready to leave our Distribution Center you will receive a second email with tracking information for your shipment. Please refer to our full Shipping Policy for current processing times and available shipping methods.
Note: Receiving a shipping confirmation email does not necessarily mean that the carrier has picked up your package from our Distribution Center. Depending on the shipping method selected, please use the carrier’s tracking features to determine when your package is picked up, in-transit, and delivered to your door.
Why is my order unfulfilled?
No need to worry, unfulfilled just means your order is processing and has not yet shipped! Once your order ships, it will be marked as Fulfilled/Shipped. You’ll receive an email with tracking once this happens!
Package is in my country but tracking hasn’t updated.
It is often helpful to refer to your local courier’s online tracking, as it may have more accurate tracking information for your order. Alternatively, we recommend directly contacting your local post/customs office. The best way to do this is by simply locating your nearest post/customs office and visiting them in person. We recommend you physically visit the office to locate your package as your courier’s online tracking may not recognize your tracking number.
If 30 full business days pass and you do not receive your order, please contact our Customer Care team with your order number! Please note, we are unable to assist you further with your order until after the 30st business day.
Can my parcel be redirected to a different address?
Once your order ships, we are unable to make any changes to the shipping address.
Are there any known delivery delays in my area?
We also recommend visiting the website for your local post office for delays specific to your city!
Please note, shop not responsible for any shipping deliveries that may be affected by customs, natural occurrences, transfers from carrier to the local carrier in your country or air and ground transportation strikes or delays.
I am anxious to use my product. Do I have the option of fast logistics?
Most orders will be processed within 5-9 business days of your purchase (This processing time does not include shipping time).
If you choose Express Logistics, you will receive our package within two weeks after the package is delivered.
The following countries are available for fast logistics:
Norway, Belgium, Italy, Netherlands, Spain, Israel, Switzerland, Sweden, UAE, Canada, Australia, France, Germany, United Kingdom, United States
RETURNS & REFUNDS
What items are returnable?
Any product purchased in the last 30 days
In unworn and unwashed condition
(If the buyer does not like the product or does not feel suitable for himself, he cannot return it)
How do I request a return?
Please contact our customer service team in the Contact Us form and look forward to hearing from you!
Are there any charges for exchanges or returns?
Yes, please contact our customer service team for specific matters!
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