HELP!
ALL SALES ARE FINAL – NO MODIFICATIONS, RETURNS, OR EXCHANGES.
ORDERS WILL SHIP WHEN ALL ITEMS IN YOUR ORDER ARE IN-STOCK. IF YOU WISH TO RECEIVE AN ITEM FASTER, PLEASE PLACE SEPARATE ORDERS FOR ITEMS WITH DIFFERENT SHIP DATES.
FOR ASSISTANCE, EMAIL CUSTOMERCARE@TEMEHK.COM
GENERAL ORDER INFORMATION
We cannot change any information on an existing order once it has been placed, including but not limited to the shipping address, billing information, size, item, or quantity. Additionally, orders cannot be cancelled after processing, and are subject to return and exchange policies.
Sales tax will be applied domestic orders depending upon the shipping address. Tax is calculated based on the applicable sales tax and use tax laws within each state.
Orders can only be placed through the website. We do not accept orders over the phone or over email.
If the item you ordered runs out of stock after your order has been placed, we reserve the right to refund you for that item.
Merchandise is limited to the sizes, colors, and variants listed on our website. If a size or variant does not appear online, it is currently unavailable.
Customers have up to a maximum of 60 days from the date of shipment to claim their package as lost in order to receive any sort of compensation regarding their order.
We are not responsible for any damages to any merchandise once the item has been used, worn, or washed.
LIMITED EDITION AND PRE-ORDER SALES
Shipping and delivery dates for any and all limited edition and pre-order sales are not guaranteed unless otherwise specified as guaranteed. Orders containing pre-order items only ship when all items are in stock – we recommend placing separate orders if you wish to receive items sooner.
GENERAL SHIPPING INFORMATION
In most cases, orders that do not contain pre-order items are shipped within 7-10 business days. Shipping and delivery dates are not guaranteed unless otherwise specified.
Once your package has shipped, you will receive tracking information via the e-mail provided with your shipping information.
Domestic orders in the contiguous 48 states normally arrive within 1-5 business days of the ship date unless otherwise specified. Shipping delays can occur and we are not responsible for the speed at which orders arrive once they have left our facility. Note that we cannot ship to PO BOXES or APO/FPO addresses at this time.
All International orders ship on a Delivery Duty Paid (DDP) basis, meaning you will be required to pay any import duties/value added taxes/brokerage fees in checkout. The price you pay at checkout will be the absolute final price, and you won’t have any surprise bills upon delivery. International orders normally take 2-8 business days from the ship date to reach their destination, but this can vary depending on the shipping service you’ve selected.
We are not responsible for lost packages due to shipping addresses provided incorrectly. Shipping delays will occur if an incorrect address is provided at checkout.
If your package is returned to our facility due to shipping error, we will contact you for an updated address via the e-mail provided with your shipping information. If we do not receive a response within 10 business days, we hold the right to refund your order excluding shipping fees and a $15 USD restocking fee. This applies to all merchandise orders, including limited edition and pre-order sales.
FAQ
1. Is ordering from you on the Internet safe and secure?
Generally it is just as safe to order online as it is to pay using your credit or debit card in a shop. This site uses a Thawte Security Certificate, which guarantees that we are who we say we are.
2. When will my order ship?
Orders will ship when all items in your order are in-stock. If you wish to receive an item faster, please place separate orders for items with different ship dates.
4. I placed more than one order. Can you combine my packages into one shipment?
No, our warehouse’s processes are mostly automated and different orders cannot be combined into the same shipment. To ensure your items arrive in the same shipment, just place one order.
5. Do you ship to my country?
Yes, we ship globally to most countries – if you aren’t able to shop with us, it means we can’t yet ship to your country on a DDP basis. All orders to countries outside the US may be subject to duties/value added taxes/brokerage fees, but you will be charged this during checkout and will not need to pay any additional fees to receive your order at the time of the delivery. No surprises here.
6. What do I do if the goods I ordered haven’t arrived?
If you’ve tracked an order that’s marked as delivered but have not received it, please make sure to check with the shipping carrier to verify this first. If the package does not turn up, please email customercare@temehk.com
7. What should I do if some of my order is missing?
The usual reason is that your order has been sent out in more than one package and you have not received them all yet, possibly because one or more of your ordered items is awaiting stock. Rest-assured the remaining items will be dispatched as soon as stock becomes available.
Another cause is that one of the items you ordered is now out of stock and is no longer being produced. You will receive an e-mail notification to this effect and a refund for this item will be credited to your original form of payment.
8. Will my ‘in stock’ items ship prior to my pre-ordered goods?
No. Should your order contain both ‘pre-order’ and ‘in-stock’ items, all goods will be despatched when the pre-ordered item(s) are in stock and ready to ship. To avoid delay please order ‘in stock’ items separately.
9. What should I do if I have problems placing my order?
If you have a problem at any point please contact our customer service team at customercare@temehk.com
10. Can I change my order after it has been submitted?
Unfortunately this is not possible.
9. Can I cancel my order after it has been submitted?
All cancellation requests must be received within 24 hours of placing an order and before an order ships. After that, orders cannot be canceled.
11. Why didn’t I receive an email confirming my order?
Please check your spam folder if you have not received an email.
12. How accurate are the product images on the site?
We work very hard to make sure that the images on the site reflect the actual products we sell. Color variations are inevitable when viewing online content.
13. How accurate are the sizes listed on your Web pages?
We do our best to make sure that the sizes we show are right and will aim to display accurate measurements.
14. Do you share my personal information?
Your personal information isn’t supplied to third parties except when it is required by law. We do not allow third parties access to our customer list. For more information, check out our privacy policy.
15. How do I get you to stop emailing me your newsletter?
All you have to do is to click on the unsubscribe link at the bottom of one of the newsletters you’ve received from us.
16. When am I charged for my order?
All credit card, debit card transactions are debited at the time you submit your order on the store. This will include Pre-Order items.
17. What are your shipping rates?
Shipping rates will be shown in full before you confirm your order and will vary depending on item weight, value and delivery destination/postal service chosen. Certain items may have to be shipped separately due to their size, so if your order contains multiple items you may get more than one package – each package will have its own tracking number.
18. Can I return or exchange my order?
No – all sales are final.
19. I’m not at home during the day. How can I get my goods?
We offer you the option of giving a delivery address other than your home address so you could arrange for your goods to be sent to your workplace or a neighbor who you know is present during the daytime. If the delivery person isn’t able to deliver your order because no one is in, a notification will usually be left giving instructions on how to arrange redelivery.
20. What happens if I don’t receive my order?
For domestic orders, if your package is returned to our facility due to shipping error, we will contact you for an updated address via the e-mail provided with your shipping information. If we do not receive a response within 10 business days, we hold the right to refund your order.
21. What should I do if my goods were damaged in transit?
We take a great deal of care when packing orders to make sure that the items you’ve ordered arrive undamaged, however, occasionally goods do get damaged in transit. If you discover something in your order is damaged you should email customercare@temehk.com and explain the situation with pictures. Do not send the damaged items back without having contacted us first.
22. What should I do if you’ve sent me the wrong goods?
If you discover that your goods are incorrect you should contact customercare@temehk.com and explain the situation with pictures. Do not send the incorrect items back without having contacted us first.