FAQ
1. SHIPPING & PROCESSING
Q. What is the processing time before my order ships?
A. Standard order processing takes 2–5 business days (excluding weekends and holidays) to prepare and pack your items before they are handed over to the carrier.
Q. Do you ship to my country and how long does delivery take?
A. Yes! We offer international shipping to our major destination countries. Once processed, average shipping times are:
US, Canada, UK, Europe (Spain, Italy, Germany, France), UAE, Australia, New Zealand: 8–15 business days
Singapore, Hong Kong: 5–15 business days
Please note: Total time = Processing time (2–5 days) + Shipping time.
Q. Will I have to pay customs duties and taxes?
A. Import duties, taxes, and customs fees are not included in the product price or shipping costs and are the responsibility of the customer. Final charges are determined by your local customs authorities.
2. RETURNS, EXCHANGES & REFUNDS
Q. What is your return policy?
A. We offer a 14-day return policy. You can request a return within 14 days of receiving your item. To be eligible, items must be unworn, unused, with original tags, and in their original packaging.
Q. Are return shipping fees covered?
A. Customers are responsible for all international return shipping costs for change-of-mind returns. Additionally, any original shipping fees, clearance fees, or local customs duties incurred during the initial delivery are non-refundable and will be deducted from your final refund total.
Q. What should I do if I receive a damaged or defective item?
A. Please inspect your order upon arrival. If the item is defective, damaged, or incorrect, contact us immediately at contact@pleatsmoodglobal.com with your order number and a photo of the item. We will evaluate the issue and make it right.
Q. Do you offer direct exchanges?
A. We do not offer direct exchanges. The fastest way to get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Q. How long does it take to receive my refund?
A. Once we receive and inspect your return, we will process your refund as soon as possible. It typically takes 3–7 business days for the credit to appear on your original payment method, depending on your bank or credit card issuer.
3. ORDER CHANGES & CONTACT
Q. Can I change or cancel my order after placing it?
A. Because we process all orders immediately to ensure fast delivery, changes or cancellations may not always be possible. Please contact us as soon as possible at contact@pleatsmoodglobal.com with your order number, and we will do our best to assist you.
4. CONTACT
Q. How can I contact customer support?
A. You can reach us anytime via email at contact@pleatsmoodglobal.com. Our customer support team is available from Monday to Friday, and we generally respond to all inquiries within 24–48 hours. Please include your order number for faster assistance.