Why Should I Become A Registered User?
You will not be required to re-enter your shipping or billing addresses every time you order online. Whenever you place an order, it will be delivered to the registered address on file, unless you direct us. You can browse, shop and, if necessary, complete your order at a later time. We’ll keep track of the items you’ve already put in your shopping bag so that when you come back later, you will not hsave to re-select the items again. Note that placing items to your shopping bag for purchase at a later time does not guarantee item availability.
How Do I Reset My Password?
Please Click here to reset your password. You can also reset your password in your account by yourself.
How do I choose my size?
You may use the size measurements on each product page for your reference. Please choose the best fit after taking note of your own measurements and comparing them to the measurements to each size on the website.
Will the sold out profucts be back in stock ?
If an item is marked as ‘Sold Out’, we suggest you check the site frequently within the next two weeks in case it restocks. However, if it does not restock within the next few weeks, it is likely to be removed from our online store.
Can I use more than one discount code?
We apologize for the inconvenience, however, you may only use one discount/promo code per order.
Why do I need to verify my payment on my order?
Detailed personal information may be required for orders selected randomly by our fraud prevention team for further verification before sending out. It is our responsibility to protect our shoppers from any unwanted billings. If the verification is not complete within a month, your order will be subject to cancellation without further notice.
What should I do if I did not receive a confirmation email?
If you have not received the confirmation email, please check your spam folder first. Alternatively, you may find the latest status of your order under ‘Orders’. You may also get more information by sending messages to our customer service.
How do I cancel an order?
You can contact our customer service to modify or to cancel your order. You also can cancel the order in My Account.
How long does it take for my order to ship?
The processing time is separate from the shipping time. Usually, it takes 2-5 business days to prepare the order.
Why didn’t I get an email about my order being shipped?
Normally, it takes 1-3 business days to prepare orders for shipping. If you have not received an email about shipping 7 days after you’ve placed the order, please contact Customer Service via live chat or messge.
How to track my order?
We’ll inform you via an email once your order is shipped out. If you want to have further shipping details, please do not hesitate to contact our customer service.
How long will the order take to arrive?
We put a lot of energy on making sure the items get delivered to our customers as soon as possible. You will receive your order in 6-17 business days from the date it is placed. For more on shipping details, please refer here for further information.
Are there any additional fees?
Normally, customers will not be charged of any additional fees via regular mail. However, due to increasingly strict customs inspection, sometimes customers may have to pay tariff if express shipping is chosen.
Why was my package returned?
The following reasons might cause the return of your package:
1) Wrong or incomplete delivery address
2) Invalid phone number
3) Misc. reasons
Feel free to contact us if you were not able to retrieve the package from the shipping company or local post office.
What happens if I am not in when my order arrives ?
Signature may be necessary when the package is to be delivered, so it is preferable for you or somebody else to be at home. If you have missed the package, please check with your local shipping company or post office with your tracking number to pick up the parcel as soon as possible.
The tracking service shows that the attempted delivery of my package Was unsuccessful, (or my package has been returned back tosender).What should I do?
Check for your package with the shipping company or local post office with the tracking number first. Remember to bring your ID.
If you still cannot find your package, contact our Customer Service as soon as possible. We will offer you an appropriate solution accordingly.
What if I received a wrong item?
If you received a wrong item, you may contact us by sending a ticket within 30 days of delivery.
Please send us a few photos of the label on the wrong package you received as reference, and the SKUs or the links of the items you should have received.If you return the items without confirming with our customer service first, our staff may not be able to accept the items you returned. The refund request will also not be processed.
What if I received a defected item?
If you received a defected item, you may also contact us by sending a message within 30 days of delivery. Please send us a description of the defection with a few photos. We will then get the issue resolved as soon as possible. If you return the item without confirming with our customer service first, our staff may not be able to accept the item you returned. The refund request will also not be processed.
How do I return an item?
For International users:
If you are not 100% satisfied with the purchase, you have up to 30 days of receipt if an item is right for you. Just get in touch with us by sending us a message. Indicate which item(s) you would like to return and the reason for your return.
Can I have a full refund for the return ?
We will offer a full refund of items you have returned. However please note that the customer is responsible for return shipping fee.
What is the status of my return or exchange?
Refunds are processed within 7 business days upon receipt of the package. The returned parcel remains your responsibility until it arrives to us, therefore, please remember to ask for proof of postage in case it goes missing. Once your return / exchange is processed, you will be emailed with a confirmation.
Security & Privacy
Will ShopPissenli save my personal information?
We respect your privacy and keep your personal information confidential.
Note that this will limit your access to our site.