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My Orders FAQs

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How do I check my order status?

1. Sign into “My Account” and click on “My Orders” located at the top left of the initial page.

 

What does my order status mean?

In "My Orders", you can easily find each order you've placed and its current status. On your order details page, various types of help options will be available based on your order status.

Please refer to the table below to learn more about the available options at each stage of your order.

My Order Status Is:That Means:Right Now I Can:
Draft Your order is currently incomplete, awaiting payment. Once we've received your payment, we will confirm it within 24 hours and begin processing your order.

--Complete payment
--Edit order
--Delete this order

Pending Your order is currently incomplete, and awaiting payment. Once we've received your payment, we will confirm it within 24 hours and begin processing your order.

--Complete payment
--Edit order
--Delete this order

ProcessingPayment Received We’ve received your payment and are beginning verification to ensure payment security.

--Check order progress
--Resolve a payment issue
--Cancel this order* 
--Request a change of shipping address

Payment Confirmed Your payment has just been confirmed and we will begin processing your order immediately.
Packaging
Processing time is the time it takes to get your order ready to leave our warehouses. This includes preparing your items, performing quality checks, and packing for shipment. 

Processing time is displayed on the product detail page.

Made-To-Order Apparel: Processing time is simply the Tailoring time displayed on the product detail page.

Items marked “Ships in 24hrs”: Processing time is guaranteed to be shorter than 24 hours.

--Check order progress
--Request a change of shipping address
--Resolve a payment issue 
--Inquire about customs duties
--Cancel this order*

All Shipped Everything in your order has been packaged and sent to the provided shipping address. --Resolve a payment issue 
--Request a return or refund
--Report missing or wrong products
--Inquire about customs duties
Cancelled This order has been cancelled. --Resolve a payment issue (for refunds)

How can I cancel my order?

Most of our products can be cancelled up until they are shipped for a full refund. If your order status is Draft or Pending, you can easily delete/cancel your order by yourself. If your order status is “Processing”, you can select “cancel this order” to cancel your order. Unfortunately, once an order has been shipped, it can no longer be cancelled.

Please refer to the chart below as a reference to our cancellation policy:

Made-to-Order products

Within 24 hours of payment confirmation*24 hours after payment confirmation*
Full Refund 50% refund of the product price, full refund of the shipping price

Can I make changes to my order?

If you would like to make changes to your order, we recommend cancelling your order (learn how here); then, proceed to place a new order. Please note that while most of our products can be cancelled up until they are shipped, certain products cannot be cancelled for restocking/processing fees may apply. Click here for more information on cancelling an order.

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