Shopping & Order FAQs
How do I place an order?
After deciding the product(s), quantity, size(s) & shipping method, simply click the “Add to Cart” button then proceed to Check Out. If you are buying multiple products, click the Cart icon at the upper right corner of your screen to proceed to Check Out.
Do I need to have an account to order?
No, you can also place an order as a guest. But, there are some perks if you have an account with us:
Quick checkout process.
Easily view your order status and order history.
Receive updates detailing our new releases and special promotions.
What if I forgot my password?
On the login page, click “Lost password?” and you’ll be redirected to a page where you can create a new password.
What if I typed the wrong email address?
Please contact us so we can change your email address. We can change your email address, name, and address but we cannot change your order.
Are there any exchange rates?
All of our transactions are based in US Dollars. If your credit card is based in another currency, your order total will be calculated in accordance with the daily exchange rate of the date your card issuer processes the transaction.
How secure is my online order?
When purchasing online using your credit card, all of your information is entered into a SSL secure web page. Your information is then SSL-encrypted and sent directly to our credit card provider’s network, where your card and transaction is authorized and approved. Your credit card information is not stored on our servers.
How do I set my shipping address?
Since our website and service are based on English, all the information that you typed in is required to be English input method, including punctuations. If certain letters of your address contain Non-English letters, you are advised to use the similar English ones instead. For example, you may change letter ‘?’ to ‘c’.
How do I track my order?
We will email your tracking information as soon as your order has shipped. Usually you will receive the tracking number one day after we have shipped your order.
You can track your order here.
Can I use several discount codes in one order?
Promotion and discount codes cannot be used in conjunction with other promotions and discounts unless stated otherwise.
What size should I get?
Measurements for each product have been provided in the description. Please go through them carefully and measure it against yourself to determine which size you should go for. Do note that we follow Asian sizes and may run smaller against US/UK sizes.
Can I change my order?
Yes, we accept any changes to an order. Please note that if you need to make any changes to your orders, please contact our Customer Service within 24 hours of placing the order.
Can I cancel my order?
Probably! Cancellations must be made within 24 hours of order placement. Please direct message to us within 24 hours so that we can process cancellation.
Your payment will be credited back to your account once cleared.
Paypal will take 1-2 days, for Credits cards will take around 3-5 business days.
What are your Payment Methods?
We accept credit cards (Visa, Master Card, American Express, and Discover) and PayPal.
What is the currency of the store? Can I pay in another currency?
All prices will be shown in local currency depending on which country (GEO IP address) the customer is in for their convenience. However, when customer checks out, they will be billed in USD. Your bank or card service provider will automatically convert your subtotal depending on their current conversion rates.
Am I being charged for a transaction fee?
Since our office is based in Singapore, an international transaction fee might reflect on your bank statement. Please note that this is a valid charge that your financial institution have collected. Each bank will have its own policies. If you have questions, please contact your bank so that they can assist you further.
You said Free Shipping but I was charged with shipping cost (Discount related concerns)
To avail any discounts and/or free shipping offer, kindly enter your Discount code(s) at the Discount bar during Check Out. In the event that you forgot to enter your discount code but would still want to avail it, please contact us immediately so we can assist you.
I ordered 2+ items, but only received one… where’s my order?
We have a large assortment of products not stocked in house, when you order multiple items at a time, they may be shipped separately so they get to you faster. You may receive one item before the next. So don’t panic if you don’t receive all of your items at once…they are on the way 🙂
Where are your items shipped from?
Orders are shipped from our warehouses in Southeast Asia (Singapore, Malaysia, and China) and USA. As our items are stored in several warehouses, your order may be shipped in separate packages.
How does shipping work?
We partners with global merchants and artisans in order to provide you the best prices and the most interesting products. This means that your order is shipped from global areas such as Thailand, Tibet, China, India, etc. via our partnership with USPS.
Because we ship directly from our partners in these countries, your item may take 2-6 weeks to arrive. Please do not panic if it does not show up immediately, it’s on its way.
We offer international shipping options too – no matter where you are, you can buy from us!
The tracking number for my order stopped updating, what happened?
If you’re buying from outside of the U.S. (particularly in Canada), your country’s customs department may decide to hold your items at the border temporarily, often without explanation! Note: Canada’s customs department takes a particularly long time to resolve these holds. This is relatively rare, but if your order is held up in customs, we suggest calling your country’s customs department directly and ask that they release your items immediately.
Besides, it will be updated slowly due to transiting on the ocean (your package is on the shipping container) so it could not be showed the specific position.
Can I change my shipping address?
We ship your items separately from different warehouses, you may receive one item before the next. That’s why they update different tracking numbers for you to track easily.
Why my order has many different tracking numbers?
Once you have placed an order, the information goes straight to the shipping department which takes 2-3 working days to process. After that the shipping department will send you shipping confirmation emails with tracking codes. Hence, if you need to make any change to your shipping address, please contact our Customer Service within 24 hours of placing the order.To all UAE customers, please provide your PO Box or Zip code during checkout to avoid delays on processing and shipping of your orders.
Customs, Postal Services & Us (Pretty Neat Creative) are different entities hence we are not liable for any delays caused by customs or local post services.
Please ensure that all the information you have provided is correct before submitting your order to prevent losses in mail or other mishaps from happening.
NOTE: To all customers that provided a different shipping address than their permanent address, we will not be responsible for lost or undelivered parcels and/or if you moved out of the address you provided us.
How long do I wait until my order is sent out?
Our handling time takes 3-5 business days. This means that your order(s) will generally be sent out within this period.
When will I receive my items after I place an order?
The duration depends on the shipping method and the destination country. Delays may occur due to holidays and/or any unforeseen events such as flood or typhoon. Please do note as well that custom inspections can be a factor during shipment. Our Standard Shipping typically takes 2-6 weeks and depending on how fast customs in your country processes the package.
How do I know if my items have been shipped or not?
When your items have been dispatched, we will send a notification email to your registered email address. The tracking number is normally available within the next few days of dispatch.
How do I track my order?
Tracking numbers are included in your shipping confirmation email. Alternatively, you may use below links to track down your parcel(s). https://www.17track.net/ https://global.cainiao.com/ https://www.usps.com/
(for US customers only) http://www.sf-express.com/
For further assistance, please contact our Customer Service here.
I tracked down my order and the status says Return to Sender, what should I do?
In the event that the parcels were returned to us, please contact us immediately so we can arrange to send you a replacement. For UAE / HK customers, please ensure to provide your PO Box or Zip Code (whichever is available) so your local post office can deliver your order(s) to your mail box or door step.
Will I be charged with customs and taxes?
The prices displayed on our site are tax-free in US Dollars, which means you may be liable to pay for duties and taxes once you receive your order.
Import taxes, duties and related customs fees may be charged once your order arrives to its final destination, which are determined by your local customs office.
Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of charges, please contact your local customs office.
The tracking site says Delivered but I haven’t received my order yet.
Please note that we provide a tracking number to each customer. It is customer’s responsibility to track down their orders. Kindly contact your local post office if the parcel arrived at your destination country. Please contact our Customer Service for further assistance. We are not responsible for any stolen packages.
Return & Refund FAQs
What if I need to return something?
Will shipping be covered for my returns?
All return shipping fees and other miscellaneous fees are the responsibility of the customer.
What if the item(s) I received are defective/incorrect/damaged?
Please contact us within 7 days from receiving your order if you received merchandise that is incorrect, missing, and/or defective. Please include your order number, photographs of the item(s) and all related references upon receiving your package. We will do our very best to resolve your case as soon as possible.
How long is the returns process?
Processing returns may take up to 14 business days from the day we receive your return. We will email you to confirm once your return has been processed.
When will I receive my refund?
All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 7-10 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account.
If you haven’t received a credit for your return yet, here’s what to do: Contact the bank/credit card company. It may take some time before the refund is posted to your account.
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