FAQs

I placed my order.  When will it be shipped?

 

All orders are shipped out within 2-3 business days.  Your items will be shipped as soon as they are ready, and you will receive an email notification with the order's shipping confirmation and its tracking number.

Holiday Season: All orders are shipped out within 4-8 business  days due to high volume.

 

When will I receive my order?

 

 

When will I receive my order?

 

Domestic Orders:

The transit time for domestic orders is 2-8 days.   When we dispatch an order, we send you an email with the order's shipping confirmation, including its track and trace number.

International Orders:

For international orders, shipping can take 5-20 business days. When the order gets shipped, you will receive an email confirmation with its tracking information if it is available.

Plan your purchase in advance.  Delays can occur in transit or hold at the local customs office, so it is possible to take up to 7 weeks to deliver an international order. Tracking  information is available for some  

Can I add items to my order?

Once your order is submitted, we are not able to add an item to it.  If the order hasn't been processed, you can cancel the order and submit a new one with the things you desire.  Contact us at helloturquesa@outlook.com  to check if the order has been processed  or not.   If the order was already processed, you could always place a separate order for additional items.

Can I change or cancel my order?

 

As long as your order has not been processed or shipped, we can change or cancel it.  It depends on the demand, but we will do everything we can to make it happen.

So contact us right away at helloturquesa@outlook.com.  Ensure the changes you need to make (delivery address, product size, product size, product design, etc.) at first contact.

If we  cannot cancel your order, you can return it to us once you receive it and request  a refund or store credit.

Do you have a Retail Location, Showroom or Ground Store?

 

We are  a full e-Commerce business.  We do not  have a retail location.

Can I trust in you? Is my credit card info secure?

 

Yes, you can.   

No credit card information is  stored in our system at the checkout.  You are using a secure server.  To make your shopping experience easy, you have the option to save your transaction information from your previous order.  But your credit card will remain safe.  We never save your credit card information like the credit card number, CSV, or expiration date on our system.  Of course, you can always choose during the process not to save the transaction reference in your account settings.

Something from my order is missing!

Does your order contain various items? Orders with various items  are likely to be shipped separately at no extra cost due to the different processing times and to assure a faster shipment.  In the case,  you will receive a shipping notification for each shipment when they get shipped.  If your order's processing time has passed and you have not  received any tracking information, send an email with your order number to helloturquesa@outlook.com.  We will gladly assist you.

How do I make an exchange or return?

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

If you wish to return the goods for any other reason, the return or exchange shipment must have a tracking number as proof, and you needs to inform us at helloturquesa@outlook.com  (the transport costs are payed by you). To return a product, it must be intact, in its original packaging and not have been used, washed or damaged.  We are not responsible for lost packages.

To start a return, you can contact us at helloturquesa@outlook.com . If your return is accepted, we’ll send you a email with instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Please, do not use the address on the package.  Wait for your request to be approved. In the confirmation email, you will find the return address to send back the items.

If you return the item, a store credit or a refund with the original shipping fee deducted will be issued.

You can always contact us for any return question at helloturquesa@outlook.com.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items

Unfortunately, we cannot accept returns on final sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. If you exchanged for a different product, an additional shipping fee may be applied.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.