Q: Want to cancel an order?
A: If you cancel your order before we've sent it, you'll receive a refund in 7-30 days.
If it's already been sent we can no longer cancel the order, you will have to wait until it arrives and send it back to us.You will need to send us an email so we can provide you with the information we need to process the return. Unfortunately, you will have to pay for the return shipping.
Once we've received it, you should receive a refund in 7-30 days.
Q: What's the time limit for changing or refunding an order?
A: You can ask for a refund up to 30 days after receiving the order, or 60 days after we've sent it if there is no tracking.
You will not be able to receive a refund beyond this time period.
Q: How do I change or return an order if the item is not as pictured? (i.e. color or pattern issues)
A: If this is an issue please send us an email explaining the issue in detail and send us some pictures as proof to your claim, we'll be happy to exchange or refund your purchase.
If you would like a replacement, the standard postage to resend you the item may apply.
If you would prefer a refund, you will receive the money in 7-30 days.
Q: How do I receive a refund for an order that does not suit my personal requirements, such as size or color?
A: You'll need to send us an email requesting the return information we need to process the refund, you are responsible for any shipping fees , regardless of the initial shipping cost.
If the items are unworn, unwashed and in sellable condition you will receive a refund in 7-30 days after we receive the merchandise. If we determine that there are signs of wear or we will not be able to process the refund and we will not return the items to you.
If you wish to change your order, you will receive the new order in 7 days, however, you are responsible for any shipping fees.
Q: Common things to consider when choosing the size on merchandise?
A: Consider your size based on measurement, not size based on only your height or weight.
Don’t base your selection on what you normally wear comfortably.
We strongly suggest to measure your favorite clothes and choose according to their measurements, bust, waist, hips etc. and then choose the size according to out size chart.
Learn more about our size please click the "SIZE GUIZE" on the products page.
Q: Can I have it sent to a PO Box?
A: Some of our courier partners do not deliver to PO boxes, so you will have to use a physical address.
Q: The details I used in the order were incorrect. What do I do?
A: If the courier company cannot deliver your order as a result of an incorrect address or contact information, and we are unable to contact you, the package will be destroyed in 7-30 days depending on your local post.
In this situation, Pinklouds will not be held responsible and will not offer compensation.
B: If you notice the information is incorrect please send us an email to email@example.com and let the agent know about the information that needs to be changed, we are only able to make small changes in the address; if it is a completely different address we will not be able to accommodate the change request.
Q: The tracking of my order shows it has been delivered, but I still haven't received it. What do I do?
A: It's best to enquire with your local post office, as it may be there. If that fails, then contact us and we'll try our best to help resolve the issue.
Q: What is the delivery process after I make an order?
A: The following times are approximate and your item may take more or less time due to unexpected delays in areas such as customs, postage or production. You make the order → We approve your order, package and ship your items (2-5 business days) → delivery in transit(5-10 business days). Times may also vary depending on the location of your country and the accessibility of your address.
Q: Do I have to pay tax on orders I buy at Pinklouds?
A: Maybe, most countries do have import tax and duties, you may need to pay it at the moment of purchase or at customs.Since there are so many and different regulations, you need to find out what type of tax regulations your country has. We cannot be responsible for taxes due at customs, we will not collect those taxes at purchase.
Q: Who pays for the return shipping of items?
A: If the order has manufacturing or postage issues such as incorrect sizing or damage, we will happily cover the cost.
You can choose either to be refunded or to be sent a new package.
Please tell us your choice and send us proof your incorrect order at firstname.lastname@example.org.
We will send you instructions on what to do with the merchandise.
If you are dissatisfied with your order for reasons other than manufacturing, you can ask to have your order swapped or refunded. For this, however, you will need to pay for any shipping few.
Click here to learn more about our return policy.