FAQ

Below you will find answers to the most frequently asked questions.

WHY DIDN'T MY ORDER COME TOGETHER IN ONE PACKAGE?

We ship your orders from various international warehouses (Turkey, Hong Kong, China, and Singapore). Our inventory is distributed over multiple fulfillment centers around the world in order for you to receive the order faster. This means orders containing multiple items may be shipped individually. You may receive an item before the next. So don't panic if you don't receive all of your items at once as the others are on the way. If you do not receive all your purchases within 8 weeks, please contact us to look into your shipment.

We ship your orders from various international warehouses (Turkey, Hong Kong, China, and Singapore). Our inventory is distributed over multiple fulfillment centers around the world in order for you to receive the order faster. This means orders containing multiple items may be shipped individually. You may receive an item before the next. So don't panic if you don't receive all of your items at once as the others are on the way. If you do not receive all your purchases within 8 weeks, please contact us to look into your shipment. 

 

DO YOU SHIP INTERNATIONALLY?

 

HOW LONG WILL MY ORDER TAKE TO BE DELIVERED?

Please allow 2-5 business days for processing your order. After which, your order will be ready to ship out. It usually takes only 10-15 business days for shipping to the US and Europe and 15-25 business days for international shipping, depending on your location.

 

HOW CAN I CHOOSE THE RIGHT SIZE FOR ME?

A size guide is conveniently available on the page of each product, specific to the product. 

 

WHICH PAYMENT METHODS DO YOU ACCEPT?

We take online security very seriously, which is why we offer a range of secure payment options, including:

• American Express,
• Visa,
• Mastercard,
• PayPal,
• and Apple Pay.

You can rest assured that your payment details are safe with us, STRIPE & SHOPIFY solutions.

 

HOW CAN I TRACK MY ORDER?

Once you place your order online, you will receive an order confirmation email. Once your order ships, you will receive a shipment confirmation email that contains tracking details.

To track your order please go to: https://www.17track.net/en or https://global.cainiao.com and enter the tracking number provided to you.

Please note that the tracking information may be displayed only after 5-10 days after being updated. Therefore, if you can't find tracking information about your package, please try in 1-3 days later.

Please note that the tracking system does not update during the international period, but it will update again as soon as your parcel arrives in your country.

 

CUSTOMS CHARGES

The value and shipping information is printed on a sticker on the outside of the package when your order is shipped. BUT duties and taxes are calculated and charged by customs officials in your country. As such, they are beyond our control. As the importer of record, you are responsible for duties, taxes, and any other charges that your country chooses to impose for the import.

How much will customs charges be for my country?

As charges are individually assessed by your country’s officials upon import, we are unable to provide an estimate on how much you may be charged for customs. Charges vary from cases to case. Instead, please try contacting the customs officials in your country to get a better idea of what the customs charges may be for your order.

 

OH NO! I NEED TO MODIFY MY ORDER!

Unfortunately, please note that we are only able to make changes to your order if it has not been fulfilled yet. If you want to change anything in your order, please contact us via email support@aubreyapparel.com within 1-3 hours after placing your order. If the order has been shipped, we can no longer make modifications to your order.

 

WHAT IF I RECEIVED A DAMAGED OR INCORRECT PRODUCT?

We always try source for the best quality products for our customers. However, there are many factors that might have resulted your products to be damaged in the transit.

If you received a defective/damaged item, please kindly contact us by sending an email to support@aubreyapparel.com, let us know your problem and please don't forget to attach photos/videos which can clearly show the issue.

 

GARMENT CARE AND OTHER USEFUL INFORMATION

We know you'll love the clothing you purchase at Aubrey Apparel. Whenever available, please follow garment care instructions shown on our garment tags. When unavailable, materials and care instructions are provided on each product listing. Although we highly recommend hand washing your clothing, we understand the conveniences of a washing machine. Should a washing machine be used, please protect your clothing with washing nets. 

Please note that variations in color and texture may occur between product photos and the actual clothing. We strive to capture the essence of each piece accurately, but factors such as screen settings and lighting conditions can impact the visual representation. Rest assured, we are committed to delivering high-quality products, and any differences are a testament to the unique nature of each item. Feel free to reach out if you have any questions or need assistance in ensuring your satisfaction with your purchase.