FAQ

WHERE ARE YOU BASED?

We're happily based in Unit 1402B 14/F, the Belgian Bank Building, Nos, 721-725 Nathan Road, Mongkok, Kowloon, Hong Kong

1. What is the status of my order?

We have you covered! We will email you as items in your order ship, or if there are updates on the status of your order.

2. My discount code is not working, what do I do?

We are sorry you are having trouble checking out, please help to send the code you have to our email address so our customer services team can check and support you more clearly.

3. Where is our base?

We have a warehouse in the US, some factories as a third party in China or the USA. And our office is based in the US too.

4. Where are your products shipped from?

We ship from some warehouses around the US and overseas.

5. Can I expedite my shipping?

Yes! We offer expedited shipping options within checkout.

6. Can you ship internationally or process international credit cards?

Yes, we provide shipping worldwide and accept international credit cards as well.

7. How can I pay for my order?

We currently accept Visa, MasterCard, and American Express. We also accept payment via PayPal.

8. How long will it take me to get my order?

For standard shipping, you should receive your order within 15-20 business days.

9. How can I check the status of my order?

We know you can't wait to receive your order, which is why we will be sure to notify you when your order ships via email.

10. Can I cancel or change my order?

We begin processing orders as soon as they are placed, for this reason we are unable to cancel or make changes to orders after 24 hours when your order is completed.

11. Can I exchange my order?

We do not offer exchanges at this time. If you’d like to make an exchange, simply make a new purchase for the item or items you want through our site.

12. What do I do if my order is damaged?

We are so sorry to hear that your order arrived in less than pristine condition! Please let us make it right. Our customer service team will be more than happy to assist with processing a replacement order or issuing a refund. You may contact our customer service team here: support@felacia.com

13. Why did I only receive part of my order?

Don't worry, it's on its way! While we do our best to ship all orders in one package, there are times when orders will ship from multiple warehouses. If you did not receive multiple tracking numbers, please reach out to our customer service team for assistance.

14. I received the wrong goods, what do I do?

Although we strive for perfection, we are human and sometimes the wrong items are shipped from our warehouses. We are so sorry for any inconvenience this has caused and our customer service team is here to help make things right. Please contact our customer service team via phone, email, or our contact us page, so that they can work to get you your goods as soon as possible.

15. Where can I find product sizing information?

Product sizing varies between different brands and styles. Product size information can be found toward the bottom of each product detail page as shown in the image below. Unless otherwise specified sizing is in inches and is taken with the item lying flat.

HOW DOES SHIPPING WORK?

Felacia partners with global merchants and artisans in order to provide you the best prices and the most interesting products. This means that your order is shipped from global areas such as Thailand, Tibet, China, India, etc. via our partnership with USPS.

Because we ship directly from our partners in these countries, your item may take 3-5 weeks to arrive. Please do not panic if it does not show up immediately, it's on its way (please email us for tracking) :)

We offer international shipping options too - no matter where you are, you can buy from us!

WHAT IF I NEED TO RETURN SOMETHING?

No worries! Contact us right away and we'll help guide you through the process - we'll send you a prepaid mailer to send the item back.

HOW DO WE CONTACT YOU WITH PRESS INQUIRIES?

Send us an email via this form and we'll get back to you as soon as we can.