We hope that this FAQ will provide a knowledge base regarding shopping at our online store, but if you have further inquiries please direct all emails to info@sungboutiquela.com. We are looking forward to hearing from you.
General
Order
Payment
Shipping
Account
| General Top |
| Q. | What does it mean when I see this "Account -> My Order Overview" in your FAQ? |
| A. | It means click on the "Account" link and then click on the "My Order Overview" link to display the informaion. Please note that the "Account" link is only available to login users. |
| Q. | I live near Los Angeles and can I come to your store and try on your clothes? |
| A. | We apologize that our facility cannot accomodate retail buyers and we are not able to service walk-in shoppers. |
| Q. | If I order today how soon can you ship my items? |
| A. | Our same day shipment cut-off time is 11:00 A.M. PST and that of course is depended on if the item is in stock. In fact in stock items are always shipped within 24 hours not counting weekends. |
Order Related Top |
| Q. | I have placed an order but how come I have not received a confirmation email? |
| A. | SPAM filtering is the leading cause for this so please first check that your email account is set to accept emails from us. Please check with your email provider if assistance is needed. Should this is not to be the cause then you can either email us to request for another confirmation or login to your account and go to "Account -> My Order Overview" to confirm that your order has been placed successfully. |
| Q. | I have items in my cart and at checkout I have changed my mind and would you please don't send me my items? |
| A. | This is a very legitimate concern but please know that we are a honest merchant and because have items in your bag it doesn't at all give us the authority to send you an order unless you have done the final confirmation in our 2 steps checkout process. |
| Q. | How can I retrieve my order status? |
| A. | You can login to your account and then go to "Account -> My Order Overview" to check your order status. |
| Q. | I have an account but how come I cannot retrieve the status of an order I have placed over the phone? |
| A. | We apologize that as all phone orders are entered directly into our main system and not the online system so phone orders are not available for viewing in your account. |
Payment Related Top |
| Q. | Why do I kept getting "Transaction Declined" during checkout? |
| A. | It is very likely that the billing address you had provide doesn't match what is on file at your bank, or you may have entered your card's security code incorrectly. For the former you must contact your bank to resolve the billing address issue before re-attempting to use your card again. |
| Q. | I have had several "Transaction Declined" and now I have found out from my bank that you had charged my credit card several times? Can I please have my money back? |
| A. | Declined transaction issued by our merchant account processing center--we use Authorize.net--are for securities and frauds prevention. If you have received a transaction declined, then the transaction that you see in you bank account would just be a security hold that will naturally "fall off" from your account, and it should never appear in your bank statement. Please know that all transactions are always safe with us and we are not authorized to capture, adjust, or void any declined transaction. You can always check on the order you had placed by checking your account's order status. |
Shipping Related Top |
| Q. | Can you please provide the status of my shipment? |
| A. | For all UPS shipment you can simply retrieve your shipment progress by login to your account and go to "Account -> My Order Overview". From there you can drill down to the order of interest and click on the provided tracking link to display its delivery progress. |
| Q. | Do you ship to United Kingdom (or overseas)? |
| A. | Yes, we ship to U.K as well as overseas countries where our online system can provide a shipping quote. |
| Q. | What is the cost and time in transit for shipping to U.K.? |
| A. | The shipping cost to U.K. via US Postal Service Global Express is typically around $40 USD for the first item, and no more than a few dollars for each additional item. Transit time should be 3-5 business days providing there are no customs hold-ups. In addition, we now also offer Priority International where shipping cost is around $30 USD but transit time would be between 10 -15 business days. So, remember, it does pay to order ahead. |
Account Related Top |
| Q. | I have just sign up for an account but how come I cannot login? |
| A. | If you have successfully sign up for an account then please check to make sure that your have type in your login email correctly. In addition, please know that your password is case sensitive where "password" isn't equal to "PassWord". If necessary, you can always go to "Login -> Password forgotten?" and following the instructions to have your password reset. A temporary password will be emailed to you. Upon your first login with the temporary password we suggest our customers to change his/her password to something that is easier to remember. |
| Q. | How do I change my account password? |
| A. | Please login and go to "Account -> Change my account password" and follow its instructions. |
| Q. | How do I change my account information? |
| A. | To change your name and email login go to "Account -> View or change my account information" and follow the instructions provided. Please know that if you change your email then your login email will also change. As far as changing your address is concerned please go to "Account -> View or change entries in my address book" after login and use our address book management functions to manage your address(es). |
