FAQs

FAQs

Hi! Dear customers! We are so glad to hear from you. You’re recommended to check the FAQs list to answer your personal questions.

If your questions are still not answered in our FAQ section, please Contact Us and we’ll get back to you ASAP.

ACCOUNT

-Do I need to register before placing an order?

You can place an order without registering, but for the convenience of tracking your order information, we recommend you to register an account.

-What if I forget my login password?

Don’t worry! If you forget your password, just click “Forgot your password?” link on the “Login” page and input your email, then you will receive a password reset email .

What if I cannot login to my account?

Check your login details carefully. Please make sure that the email address is the same one you used for registration and the password is correct. And ensure that your web browser accepts cookies. If you are still not able to access your account, please contact our Customer Service and outline your problems.

PRODUCTS

-How to choose the clothes sizes?

We recommend you use Size Guide to select your size precisely, because sizes vary among our items.

-What happens if my item is out of stock?

For our popular items, they may go out of stock quickly, so don’t hesitate when they’re still available. If the one you pick is out of stock, send us an email and we will do our best to restock.

-Can I remove item from the shopping cart?

Yes, if the order is not placed, you can remove. But once you have placed the order, you can’t delete any item any more.

-Can I purchase the customized item(s)?

I’m so sorry that we can’t provide custom-made services at this time. The items are just same as our website displayed and described.

ORDERS

-How do I track my order?

Once your order ships, we will send you a shipping confirmation email to inform you. You can check the related information on the order page.

-Can I modify or cancel my order?

If the goods are not sent out, we would contact the logistics department for modification, but we cannot guarantee whether the order can be modified. In addition, once the parcel is sent out, it cannot be modified. And it can only be returned and exchanged after receiving the goods. So if you have any questions, please contact our customer service as soon as possible.

-If I found there is something missing, what should I do?

Perhaps your order is divided into multiple packages, so you can view the order page to check the logistics details. If not, please contact us.

-What currencies can I pay?

Currencies can be switched at the head navigation of the website, so users can check which currencies we support there.

-Why do I get less refund for the item(s) sometimes?

Please note that if there is a discount for your order, we will refund you the amount with discount, which means we will refund what you actually paid for each item. Another situation is that if the refund is due to the customer’s responsibility, the user needs to pay the shipping fee, so the fee will be deducted from the refund.

SHIPPING

-What shipping methods do you offer?

We offer global standard shipping.

-How much does shipping cost?

Our order includes three parts: free shipping, non-free shipping and fast shipping. For details, please check the free shipping amount on our poster.

-Which countries do you ship to?

Now we can ship to 43 countries/areas, including the North American countries, most European countries, Asia and so on. You can find out the detailed countries in the Shipping Page.

Return & Exchange

-What is your return policy?

Online purchases (final sales, specials, gifts excluded) made through Saltdduck are valid for exchange and return within 14 days from the delivery date.

-How can I return or exchange an order?

To request a return or an exchange, please contact our Customer Service. Select the type of return problem on the contact us page, and provide the order number and your email, then our customer service team will contact you soon.

-If the received items are incorrect or defective, what should I do？

We would be so sorry if this happens. Please claim an exchange and we’ll help you to get the correct items.