FAQS

Advance sale

What is pre-emptive ordering?

You can browse the next season’s popular items in advance and buy them in advance before they sell out.When you place an order, we will deliver the product to you as soon as it goes online.

How to pre-order?

Add the item labeled “Pre-sale” to the shopping bag and follow the normal procedures for settlement.

When will the pre-ordered goods arrive?

The autumn/winter 2020 products will be delivered to you in October 2020.When you successfully order the cardiac order, we will arrange the delivery for you as soon as it goes online.We will send you a confirmation email informing you of delivery time after the pre-ordered items have been shipped.

Please note that if you have a non-pre-ordered item in your pre-ordered order, you will need to wait until the pre-ordered item is delivered together.If you want items that are not pre-ordered to arrive sooner, please place separate orders.If you have any questions about the delivery time of specific items, please contact our customer service team at correjgd@gmail.com

Why do pre-emptive orders choose delivery?

Once the products you order in advance are ready to ship, we will follow the delivery method you choose at the time of settlement.After the order is shipped, you receive an email to keep you informed of the delivery schedule and delivery time.

Can you change the size of the item you have ordered in advance?

If you need to change the size of the item you have ordered in advance, please contact us within 9 days after placing your order.After 9 days, we will not be able to change.

Can a pre-ordered order be changed or cancelled?

If you change your mind, please contact our customer service team to cancel the order for you.

Can I get a refund for the goods I ordered beforehand?

If you are not satisfied with your purchase, you can return it within 28 days after you receive it.Simply log into your account and request a return or exchange, or contact our customer service team at correjgd@gmail.com

Frequently asked questions and novel Coronavirus (CoVID-19) related information

Is the purchase process secure?

We always put the health and safety of our colleagues and community members first.We have worked to enhance the security measures in place at our distribution centers to protect our teams more strongly and to exceed the highest protection guidelines set by the government.

What measures have you taken to protect your colleagues?

We have added additional health and safety safeguards that have exceeded the government’s highest guidelines.Include:

All personnel in the center shall be kept at least 1 meter distance

The entrance is equipped with a temperature detection system and advanced thermal imaging technology

The rest and access time of the center shall be arranged alternately with a one-way access system

Further strengthen the cleaning and disinfection of working facilities

Personal protective equipment, including masks, gloves and disinfectant

What are the changes to the delivery of the order?

The VIP service

To ensure your safety, we are currently providing contactless delivery services.Our driver will ring the doorbell or knock on the door upon arrival and place your order on the floor at the door, stepping back by one or two meters.Previous signature collection has been cancelled temporarily. We will record your name to ensure that your order is delivered correctly.

To reassure customers, our drivers will wear masks and gloves, wash their hands frequently and carry hand sanitizers with them.We will continue to monitor their health and ensure that they continue to provide you with the highest possible standard of delivery.Our distribution fleet is disinfected daily and deeply cleaned once a week to maintain a high level of hygiene.

Our distribution partner

We work actively with our distribution partners to ensure that high standards of health and hygiene are implemented.

Do I need to create an account to place an order?

You can shop on Ecustomonline without having to create an account.However, we still recommend that you register to enjoy the following features:

Track your orders and view your shopping history

Request return or exchange directly from your account

Add designs and sold out items to your wish list

Save your address and bank card information to make your next purchase more convenient

Is there any price adjustment on the special offer?

We offer a price adjustment service for items purchased within seven days of the commencement date of the offer.Please note that your application will only be approved if the specific style and size of the item is available at the time you submit your price adjustment application.

All approved price changes will be refunded to your Ecustomonline account in the form of an online shopping gift for a period of 12 months and will be automatically offset on your next order.

Please note that we do not offer price adjustments for items that have been reduced again or for special promotions that have been temporarily reduced.

If the price of your purchase changes, please contact our customer service team, we will be happy to serve you.

Can I modify or cancel an item in my order?

Depending on the order status, you can cancel an item or change the size.Please note that we cannot combine orders or add items to existing orders.

If you need to make any changes to your order, please call the customer service team as soon as possible and we will be happy to serve you.