'Castle' Hoodie
- Estimated Shipping Date
Charlie Luciano 'Castle' Hoodie
FAQ
ORDERS
1. Why hasn't my order been shipped yet?
After you place an order, it usually takes us 1-3 working days to process your order. There are 3 types of website orders, and the delivery time of the 3 orders is also different. Please refer to:
- Sold out order: Some or all of your order is sold out. We will synchronize your sold out email and arrange a refund for you.
- Regular order: Your order is being processed normally and will be shipped as scheduled.
- Pre-sale order: Some or all of your order is pre-sold. We will synchronize your pre-sale email and ship at the time agreed in the email (may be earlier or later, depending on the actual arrival time).
You can check further in Shipping Policy - Order Types.
2. Why was my order cancelled and then refunded?
- Your order was identified as a risky order by the backend risk system. We will contact you by email to explain the situation.
- Some or all of your order items are sold out, and we have refunded you.
3. Why didn't I receive all the items I bought?
Some of the items in your order are sold out or pre-sale items, please check your email.
4. Can I change my phone number and address after I place an order?
- Not yet shipped: Yes, please contact customer service by email as soon as possible.
- Already shipped: No, the delivery information of international parcels cannot be changed.
5. Can I change the color and size of the product I want after I place an order?
- Not yet shipped: No, the customs requires the order page and the customs entry page to be consistent.
If you need to change the product, please contact our customer service by email first, we will refund the product for you, and then you can buy a new product.
- Already shipped: No, international packages cannot be intercepted. Please contact the customer service by email after receiving it for return and exchange.
6. Is there a coupon for new customers? What should I do if I forget to use the it?
The new user discount code is: N10OFF, please enter it on the checkout page.
If you forget to use the new user discount code, please contact customer service by email.
7. Why am I asked to pay taxes?
Tariffs are required by your location and are not subject to interference from us or any platform.
Paying taxes is a responsibility and obligation. Please comply with local policies and cooperate.
You can check further in Shipping Policy - Tariffs Payment.
REFUND & EXCHANGE
1. What should I do if I don’t want the product after placing an order?
- Not yet shipped: You can cancel the order and get a refund. Please contact customer service by email as soon as possible.
- Already shipped: International packages cannot be recalled. Please contact customer service by email after receiving them for return processing.
2. How to exchange or return products?
Please contact customer service by email for processing.
For related policies, please read the Refund & Exchange Policy at the bottom of the website first.
3. Can I apply for a refund on the website myself?
Please contact customer service by email for processing.
4. Why haven't I received the refund yet?
Refunds are not immediate. It usually takes 1-5 working days for the funds to be deducted from our account to yours, depending on the policy of your bank or payment method.
If you have not received the funds within 5 working days, we recommend that you contact your issuing bank or payment platform to resolve the issue.
PRODUCTS
1. Is this website legit or are those products authentic?
Our products come from brand officials and we are also official resellers for those brands. Additionally, we are a legal company registered in Hong Kong SAR, and it is strictly prohibited to sell counterfeit products.
2. Why does it show sold out after I placed my order?
There is a delay between the website's stock and the actual stock status, so it may be sold out after the order is placed.
3. How do I know if this dress is my size?
Please measure your body according to Find My Size at the bottom of the website. The data obtained in this way is more accurate than purchasing according to height and weight.
4. How does 1 centimeter convert to 1 inch?
1cm=0.39inch.
5. Do we have offline stores?
No, we only provide online shopping services.
6. Where does MADAX shipping cover?
We ship worldwide.
Find Your Size
If you are not sure how to choose the size that’s best for you, here are some tips on how to find your size.
Step 1
Before taking the measurement, you need to prepare a soft measuring tape and take off all your clothes except underwear. Measurements will be more accurate with help.
Step 2
Place the soft tape measure on each body part and take measurements. Commonly used measurements include shoulder width, chest, waist, hips and foot length.
- Head: Measure the circumference of your head. Wrap the tape measure around your temple from front to back and back to your starting point.
- Neck: Measure the circumference of your neck. Wrap the tape measure around the thinnest part of your neck from front to back, then to the starting point.
- Shoulder Width: Measure the distance from your left shoulder point(The pit that is sunken when the shoulders are raised flat) to your right shoulder point.
- Chest: Measure the circumference of your chest. Place one end of the tape measure over the fullest part of your chest and wrap it around(under your arms, around your shoulder blades, and back to the front).
- Arm Length: Measure the distance from your shoulder point(The pit that is sunken when the shoulders are raised flat) to your wrist.
- Waist: Measure the circumference of your waist. Wrap the tape measure around the thinnest part of your waist, which is located above your belly button and below your rib cage.
- Hips: Measure the circumference of your hips. Place the tape measure around the most raised part of your buttocks and wrap it around.
- Thigh: Measure the circumference of the fullest part of your thigh. Wrap the measuring tape around the fullest part of your thigh from front to back and then around to the front.
- Inseam: This is the distance from the perineum to the bottom of your ankle. Place one end of the tape measure from the top of thigh to the bottom of ankle and get the measurement.
- Foot Length: This is the distance from the tip of your longest toe to the outermost part of your heel. Place one end of a tape measure or a ruler from the tip of your longest toe to the outermost part of your heel and get the measurement.
Step 3
Write down your measurement and keep it for future purchases. When purchasing, we recommend that you compare your body measurements with the size chart to select the best size. It only takes a few minutes to save you a lot of unnecessary hassles, such as returns and exchanges, and negative impacts on the environment!
Shipping Questions
Processing Time: 2-10 business days
Pre-Order Items : 2-4 weeks
Most of our orders shipped out within 5 days. However, due to the high volume of orders, and many brand officials only have limited production capacity, so it may take longer to for us process your order. We are trying our best to ship out your order as soon as possible.
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