SHIPPING AND DELIVERY
How long will it take to receive my order?
After you place your order, we typically take 3–7 days to process and create your items. Once your order is ready, the shipping duration will vary based on your location:
- USA: Approximately 3–4 business days
- Europe: Roughly 6–8 business days
- Australia: Between 2–14 business days
- Japan: Around 4–8 business days
- International: Usually 10–20 business days
Please note that these are estimates, and actual shipping times may vary. Thank you for your patience and understanding as we prepare your items!
Where does my order ship from?
Our products are created by on-demand order fulfilment companies with facilities worldwide!
Will I have to pay customs fees on my order?
Additional customs and tax fees may apply for international orders. These fees are determined by your local customs office and are beyond our control. Customs policies vary significantly across different countries, so we recommend contacting your local customs office directly to confirm any possible duties and taxes on your purchases.
What should I do if my order hasn’t arrived yet?
If your order hasn’t arrived within the expected timeframe, please take the following steps before contacting us:
- Review your shipping confirmation email to ensure the delivery address was correct.
- Check with your local post office to see if they are holding your package.
- Ask your neighbours if the courier might have left the package with them.
If the delivery address is accurate and the package is neither at the post office nor with a neighbour, please submit a query through our Support Portal with your order number. If there was an error in the delivery address and you need a replacement order, please note that the cost of shipping and products will be at your expense.
What happens if my package is lost or damaged during shipping?
If your package is lost or arrives damaged, please submit a request through our Support Portal within 7 days of the estimated delivery date or receiving the item. Be sure to include your order number and any photos of the damaged goods so we can assist you.
Can I combine multiple orders into one shipment?
Unfortunately, we are unable to combine multiple orders into one shipment as each order is processed individually to ensure quality and accuracy.
ORDERS
How are your products created?
Our products are crafted with care through a high-quality production process. We partner with global fulfilment centres to ensure that your orders are produced and shipped from the location closest to you, guaranteeing efficient and timely delivery.
How can I track my order?
Once your order is dispatched, you will receive a tracking link via email. This link allows you to monitor the journey of your package in real-time. If you have questions about tracking or experience any issues, please visit our Support Portal to submit your query.
What should I do if my product is wrong or damaged?
We are sorry to hear that there is an issue with your order. If you receive a damaged or incorrect product, please visit our Support Portal and submit a query. Be sure to include your order number, a description of the issue, and any relevant photos of the product. Our team will review your request and provide a prompt solution.
How do I know if my order has been successfully placed?
After placing your order, you will receive a confirmation email with your order details. If you do not receive this email within a few hours, please check your spam or junk folder. If you still haven’t received it, visit our Support Portal to submit a query, and we’ll assist you in confirming your order.
What payment methods do you accept?
We accept a variety of payment methods, including major credit and debit cards (Visa, MasterCard, American Express), as well as secure online payment options such as PayPal. All transactions are processed through trusted and secure payment gateways to ensure your information is protected.
How do I apply a discount code to my order?
You can apply a discount code during checkout by entering it in the designated discount box before completing your purchase. Double-check the code for any errors. If the code is valid, it will be applied automatically to your order total. Please note that only one discount code can be used per order.
What should I do if I don’t receive my order confirmation or shipping email?
If you haven’t received your order confirmation or shipping email, first check your spam or junk folder. If the email is still missing, please visit our Support Portal and submit a request. Our team will ensure you receive all necessary updates regarding your order.
What should I do if my order hasn’t arrived within the expected delivery time?
If your order hasn’t arrived within the estimated timeframe, please submit a query via our Support Portal with your order details. We will investigate and assist you in tracking down your package or arranging a solution.
Why was my order cancelled?
Occasionally, orders may be cancelled due to payment processing errors or issues with the shipping address. If your order has been cancelled, we will notify you via email with details. For any further assistance, please submit a query through our Support Portal.
What should I do if I need help with a bulk or custom order?
For bulk or custom order queries, please submit your request through our Support Portal under the “Custom or Bulk Order” section. Our team will work with you to provide a personalised solution that meets your needs.
What should I do if I made a mistake with my order?
If you realise you’ve made an error (e.g., wrong size or design), please visit our Support Portal to request an update. If your order hasn’t entered production yet, we will do our best to accommodate changes. Once production begins, modifications may not be possible.
RETURNS
What’s your return policy?
We accept returns if you are not completely satisfied with your purchase, provided the items are returned within 7 days of receiving the order and are in new, unused condition with original tags and labels attached. Please note that we do not offer exchanges. For more detailed information, please review our full Return Policy.
Do you offer refunds?
Yes, refunds are available if you return the item in new condition within 7 days of receiving your order. Refunds may take 1–2 billing cycles to reflect on your credit card, depending on your provider. If you encounter any issues, such as receiving damaged or incorrect items, you may submit a request via our Support Portal to initiate a refund or exchange.
How do I return an item?
To return an item, ensure it is securely packaged in its original packaging and submit a request through our Support Portal. You will be provided with return instructions, including the return address. Please note that return shipping charges are your responsibility, and we recommend using a trackable shipping method. Remember, returns are accepted within 7 days of receiving the order.
Can I exchange an item for a different size or colour?
At this time, we do not offer exchanges. We recommend consulting our size guide on each product page to ensure you select the correct size before placing your order. If you receive an incorrectly labelled item, you may submit a claim via our Support Portal within 7 days of receiving the order for a replacement or refund.
What items are non-returnable?
Certain items, such as Face Masks or any sealed goods not suitable for return due to hygiene reasons, cannot be returned. For more information on exceptions, please review our full Return Policy.
How do I handle a faulty or damaged item?
If you receive a faulty, misprinted, or damaged item, you can submit a claim via our Support Portal within 7 days of receiving your order. Include your order number, a description of the issue, and any relevant photos. We will review the case and arrange a replacement or refund if necessary.
Can I get a refund for a sale item?
Please note that all sale items are final sale and cannot be returned or refunded unless the item is faulty or misprinted. For defective sale items, you may submit a claim via our Support Portal within 7 days of receiving your order.
What if my order is returned due to an incorrect address or unclaimed shipment?
If your order is returned to us due to an incorrect or insufficient address, or if it is unclaimed, you will be responsible for the cost of reshipping the item to the correct address. Please submit a request via our Support Portal to provide updated shipping details and arrange reshipment.
Do you offer refunds for change of mind?
Unfortunately, we do not offer refunds for change of mind. We encourage customers to carefully review their order before completing the purchase.
Return Policy
View our return policy here – https://ceylonmerchhub.com/return-policy/