Do I need to return the whole set, including the packaging?
In either case of exchanging or refunding, we just need the product itself; whichever needs replacing or refunded.
What if the item I receive is damaged or faulty?
We work hard to ensure all items sold are of the highest quality. However if you have a concern with a faulty or damaged item, please email us at email@example.com so we can urgently review the matter for you!
How do I request a return?
Simply email us at firstname.lastname@example.org with your order number.
(Please note that we are unable to refund initial shipping charges for goods returned, other than for faulty items. We are also unable to refund return postage costs.)
Once the items have been received, you will either receive your new item (for exchanges) or full refund (excluding original shipping cost).
Fractal Style can not be held liable for the loss of garments being returned. We recommend using a registered post service to return goods, and keeping a record of the tracking details.
Will I have to pay any duties on taxes on top of my order?
You will be liable for all import duties, customers and taxes. These will be due at the point of, or after delivery.
Please be aware that Fractal Style does not have any control for any duties, customs and taxes levied by the country your ordering is being shipping to. We cannot advise you what the cost will be as these charges can vary according to country.
Since these fees are not computed nor applied to orders by Fractal Style, please contact your local customs office to find out more information if you are unsure of the charges.
When will my order arrive?
We generally deliver all orders within 3-5 working days for all Hong Kong orders and within 14 working days for all international orders.
There may be the occasional delay due to Customs Clearance processes which are out of our control.
Fractal Style uses Fedex, SF Express, UPS, DHL for all orders.
How can I track my order?
When your order is shipped, we send you an email containing a tracking number.
if you did not receive this email, please email us at email@example.com
What is your returns policy?
Fractal Style will happily accept returns and exchanges on all our pieces! The item/s must be in original condition with all tags remaining in place. Item/s must not have been washed or altered in any way. Unfortunately, we can not accept any returns that do not meet these requirements. Fractal Style offers a full return or an exchange on items that are faulty.
All returns must be sent to our office address in Hong Kong as follows:
12/B Wayne Place, 315 Prince Edward Road West, Kowloon, Hong Kong.
Does Fractal Style deliver worldwide?
Absolutely. We ship all over the world!
How much does delivery cost?
We offer international shipping at a flat rate of $15 USD per order.
What payment methods does Fractal Style accept?
Currently we accept Credit Card Payment and Paypal. If you would like to arrange payment via another method, we are happy to try and assist your request!
Please contact us directly at firstname.lastname@example.org to arrange this
How can I contact you?
We have live chat on the website that operates at opening hours Monday - Friday 11:00AM - 7:00PM, or email email@example.com
Is it safe to purchase online from us?
Absolutely! Fractal Style is based in Hong Kong and powered by Shopify. All Shopify stores are using GeoTrust Secure Socket Layering (SSL), an encryption technology that ensures safe internet transmission of your personal information. We do not store any credit card details nor do we share your personal information with any third party.
However, if you are still concerned with placing your order, please email us at firstname.lastname@example.org and we will contact you regarding an alternative method to place your order!