FAQs

Store FAQs: Your Questions Answered

This guide covers everything you need to know about production, shipping, and our commitment to quality.

1. Ordering & Production

Q: How long until my order is ready to ship?

As you know, since every item is a custom, made-to-order piece, production takes time.

• Order Processing/Production Time: All orders are processed and manufactured within 2–7 business days. This process is where your item is printed, cut, and sewn specifically for you.

• Once production is complete, your item moves to shipping (see below).

Q: Can I cancel or change my order?

Because production begins very quickly, our window for changes is extremely limited.

• Cancellations: You can cancel your order for a full refund only if it has not yet entered the fulfillment stage. Please act immediately, as this process can begin within the first few hours.

• Changes (Address or Product Details): You can change your shipping address or product details before the order enters the fulfillment stage. Once the order status changes to "Being Fulfilled" or "Fulfilled," changes are no longer possible.

2. Shipping & Delivery

Q: How long does shipping take?

Shipping time begins after the 2–7 day production period is complete.

• Note: These are estimates. Delivery depends on your location and the selected shipping method.

Q: Do I have to pay extra for shipping?

Shipping costs are generally included in the product price. You will not be charged additional shipping fees at checkout. There could be some exceptions in some cases but you will see those on the checkout pages.

Q: Is taxs included in the price?

Tax (PST/GST/HST/VAT, etc.) is not included in the displayed product price. It is calculated based on your local delivery address and added at checkout. The final tax rate applied will depend on your local governmental requirements.

Q: Will I have to pay customs fees or duties for international orders?

For international shipments, your package may be subject to customs fees, import taxes, or duties imposed by your country. These charges are the sole responsibility of the customer. We recommend checking your local customs office before placing an order.

3. Returns & Quality Claims

Q: Why can't I exchange or return my item for sizing issues?

Due to our custom, on-demand model, we don't hold any inventory. If we accepted a return for the wrong size or buyer's remorse, we would have to discard the custom-made item. Our "Final Sale" policy is necessary to support our sustainable, low-waste model and keep our costs (and your prices) low.

Q: How can I ensure I choose the correct size?

We highly recommend checking the specific size chart linked on every product page. Please measure a favorite item you already own (laying it flat) and compare those measurements to our guide. This is the most reliable way to ensure a perfect fit. For more information, please refer the product pages.

Q: How can I be confident about the product quality?

We commit to providing intentional design and lasting quality. We work exclusively with production partners who use premium materials, durable printing techniques, and stringent quality control. Your purchase is always covered by our Quality Guarantee (see below) against any manufacturing or printing defects. The product pages has detailed description about the product materials which can help you decide and select the right one for you.

Q: What if my item is damaged, defective, or misprinted?

We guarantee the quality of our production. If your product is misprinted, damaged, or defective, we will happily provide a free replacement or a full refund.

• How to Claim: You must contact us within 30 days of delivery. You will need to provide high-resolution photos clearly showing the defect.

• Do I have to return it? If the production error is confirmed, you do not need to return the original item.

Q: What happens if I provided the wrong address?

If an incorrect address is provided and the package is returned to our facility, you will be responsible for the cost of reshipment once we have confirmed the updated, correct address with you.

4. Policy Details & Contact

Q: Where can I read the full store policies?

You can find the complete details on our dedicated pages:

• Shipping Policy (for processing times, delivery windows, and address changes)

• Refunds, Exchanges, and Claims Policy (for final sale rules and quality guarantee claims)

For all other inquiries, please contact our customer service team at opulensyea@gmail.com.