1.PLACING ORDERS / E-MAIL PROBLEMS
I placed an order and/or sent a message, but haven’t heard from you.
What’s up with that? My browser is having trouble with your web site.
First, thank you for your order. We’re sorry for the inconvenience.
We aren’t deliberately giving you the silent treatment.
If it’s been several days since you contacted us and you haven’t heard anything,
please email us again at firstname.lastname@example.org
We’ll reply as soon as possible.
Also, please check your junk folder to see if our response wound up there.
Sometimes,servers will automatically filter out commercial mail. Even ours.
My browser is having trouble with your web site.
It could be your browser’s encoding settings. Most of the time,
the trouble is due to an “Auto Select” feature that isn’t working properly.
To fix it, find your browser’s text encoding settings and change them from
the current settings to “Western”.That should clear up the problem.
If that still doesn’t help, try accessing our site using a different browser.
And if that doesn’t help, send us a message at email@example.com describing your problem in detail.Include a screen shot, if you can.
We’ll have our IT geniuses figure out what’s happening,
and get back to you as soon as possible.
2.MODIFYING & CANCELING ORDERS
I’ve placed my order. Can I go back in and add some more items?
Unfortunately, once your order has been placed and your PayPal account has been charged, we can’t update your order. Sorry about that.
But we can hook you up with the next-best thing.If you still want to order more items, submit a new order.
If it’s within a day of the first, contact us directly at
firstname.lastname@example.org, and we’ll consolidate your orders at our shipping facility.
You’ll only pay one shipping charge, and you’ll still get everything at once.
Can I cancel all or part of my order after I’ve placed it?
Unfortunately, once your order has been placed and your PayPal account has been charged, we can’t update your order.
This includes cancellation. Sorry about that.If the shipping schedule has been delayed, we may be able to make an exception.
Contact us at email@example.com
and tell us the reasons you want to cancel. We’ll see what we can do.
However, we will cover the cost of returns.
3.UPDATING PERSONAL INFORMATION
I want to change or correct my personal information.
Easy. Just log in and access your account. All your personal information is there.
Select “Update Information” to change or correct whatever needs to be updated.
You can update your name, address, shipping address, email address, and any other information we have on file.
4.SHIPPING COSTS, DELIVERY TIMES, CUSTOMS AND DUTIES
How much will shipping cost?
Shipping for all our products is charged on your orders,return and size exchange.
We use DHL for all shipments and an international shipping fee will be applied based on the carrier's shipping charges.
Do you ship to my country?
Using the DHL, we can ship to almost any country on Earth.
How long will it take for my order to be delivered?
Once we’ve received payment, we’ll e-mail your estimated shipping and delivery dates.
Because many shipments are international, and free shipping methods can take longer, most deliveries take between 1-2 weeks.
If anything comes up that might extend your wait further, we’ll e-mail you to let you know.
For further information, see our Shipping and Payment page.
I need my order by a specific date because it's a gift / it’s what I want to wear when I accept my Nobel Prize. Can you guarantee delivery by a certain date?
Unfortunately, it’s hard to guarantee delivery dates because we have a build-to-order policy.
All our clothes are cut and sewn in Japan using traditional techniques. We don’t mass-produce.Sometimes, it can take a few weeks to finish and deliver your order.
However, sometimes we have a few additional items on hand. If time is of the essence, and we have your size, we may be able to ship one to you.
To talk with us about it, write to firstname.lastname@example.org
By the way, congratulations on the Nobel Prize.
I’m concerned about owing import duties and taxes on my order. Can you mark my package as a gift, or fudge the declared value so I don't have to pay as much?
We understand your frustration, but we can’t go there. The law is the law, and we observe it. If we were to fudge the numbers, people would lose faith in us. Shortly thereafter, civilization would collapse. Thank you for understanding.
5.SHIPPING & DELIVERY PROBLEMS
You sent a notice that my order has been shipped, but it hasn’t arrived yet. How can I track it?
Your notice should contain a tracking number. You can use this to find exactly where your package is in transit.
Depending on where you are, use these links:
United States: Track using DHL.
Japan: Track using DHL.
United Kingdom: Track using DHL.
Canada: Track using DHL.
Other countries: please confirm at your local postal service website. However, if your shipment doesn’t appear on the above sites,
or shows as “delivered,” contact us immediately at email@example.com. We’ll get to the bottom of it.
I've waited the recommended time, but my order still hasn’t arrived.
We’re sorry to hear that, and we want to help. Sometimes, International shipping can involve delays that are beyond our control.
Contact us immediately at firstname.lastname@example.org. We’ll find out what’s happening.
My order arrived, but it was damaged during shipping. Can I return or exchange it?
First, thank you for your order. Yes, you can return it. Anything damaged during shipment is covered by our RETURN POLICY.
My order arrived, but some of the items are not correct. Can I exchange them for the right ones?
Thanks for your order, and we’re sorry you got the wrong items. We’ll fix that.
Any errors caused on our end are covered by our RETURN POLICY.
My order arrived, but some of the items are missing.
We’re sorry for the inconvenience. If you discover items are missing,
contact us right away at email@example.com and let us know which items arrived, and which didn’t.
We’ll confirm with our shipping facility, and make sure the missing items get to you as soon as possible.
6.PAYING FOR AN ORDER
I don't have a credit card. How can I pay for my order?
You don’t need one. We handle all payments through PayPal,
an online payment service that handles payments without either party needing to disclose financial information.
Its ease of use, and proven safety and security record, have helped PayPal become a standard payment option for a huge number of online businesses. When you use PayPal, all your financial information is stored on their servers. To make a purchase, you just give us your email address.
I’m worried about security, and don't want to send my credit card information over the Internet.
We handle all payments through PayPal, an online payment service that handles payments without either party needing to disclose financial information.
Its ease of use, and proven safety and security record, have helped PayPal become a standard payment option for a huge number of online businesses.
When you use PayPal, all your financial information is stored on their servers. To make a purchase, you just give us your email address.
PayPal will handle the payment without disclosing any of your information to us.
When will my PayPal account be charged?
If you place your order on a business day, your PayPal account will be charged immediately.
If you place the order on a weekend or holiday, there’s a chance it will not be processed until the next business day.
7.PRODUCTS & AVAILABILITY
How do I know which size is right for me?
Our clothes are fitted, so it’s important to have accurate measurements before you place your order. Compare your chest measurement to the chart on each product’s detail page.
The size that comes closest will give the best fit. (If you’re in-between sizes, order the next-highest.)
If this doesn’t help, contact us directly and we’ll work with you to find the right size.