FAQs
FREQUENTLY ASKED QUESTIONS:
-Will there be custom and international duty fees?
Even though it cost our company a lot more money to ship out the items individually but we feel like it is the right thing to do for our customers. We also try to report the value of the items at a lower cost in order to avoid custom duty and tax thresholds. This is way, you don't have to pay unnecessary fees incurred by customs and duty. Please be rest assured all of your products will arrive.
-What is Asia Size?
Asian sizes are two size smaller than standard US/EUR size.
Why do other companies and websites sell similar things?
Since the founding of our company back in 2015, many other companies have started to copy our designs are sell the same products under their name at a cheaper price.
However, our loyal customers have reported those companies to us. We have done our best to report and take them down through out the years. We strongly recommend to avoid those companies since the cheaper price will speak for itself. They can only copy the design but not the quality of our apparels.
Where do you ship to?
We offer free shipping worldwide except North Korea, Afghanistan and Iraq. We use well known international carriers to ensure your order gets to you quickly and securely.
-How can I track my order?
Tracking number will be provided once the parcel has reached the destination country. You may send us an email if you want the tracking number earlier =) We use well known local carriers eg. (USA: USPS, Australia: Australian Post )
-I haven't received my order yet, what shall I do?
Please understand your order is processed immediately after the orders are placed. However, we ask for 3-5 business days for us to prepare and ship your item due to the high volume of orders. We have inventory storage in Canada, China and Singapore. Our worldwide free shipping generally takes around 6-18 business days from the shipment date. Time frame may vary depending on which country the package is being delivered to since it may be international shipping from our storage.
Please check with the carrier and the tracking number we have provided you in the shipping confirmation email (check junk/spam if you did not receive one) Or contact us at info@ikigaisoul.com and we will be more than happy to update you on the progress of your order and estimated delivery date.
-I ordered multiple products but why did i only receive one?
We may ship out each product separately depending on the overall weight of your package so that our customers don't have to pay Custom and Duty fees.
Even though it cost our company a lot more money to ship out the items individually but we feel like it is the right thing to do for our customers. This is way, you don't have to pay unnecessary fees incurred by customs and duty. Please be rest assured all of your products will arrive. You can contact us via Email for tracking information for the items that have not arrived.
-How long until I get my order?
Shipping time depends on the country you are from. We have warehouse in both Canada and Hong Kong and Indonesia. So shipping generally takes 1-2 weeks.
-How can I contact you?
You can send us an email to strtwr.official@gmail.com
We respond to emails within 1 business days (none weekends/holidays)
-Do you accept returns?
Yes!
Refund & Returns:
Every order is processed immediately in real time to our warehouse for shipping. This is to ensure fastest delivery period for our customers. Hence we cannot issue a refund until customers ship the item back to our store's address.
Returns:
SALE items are final sale, no refunds are eligible.
We have an open policy and will accept refunds for period of 2 days starting from when tracking indicates the customers has received the package.
To process a refund, please ship it back to our store's return address and we will process a full refund upon receiving !
Do not ship it back to our manufacture address
Please email us for a return request.
SALE items are final sale, no refunds are eligible.
A tracking number must be provided for return items.
To be eligible for a return, your item must be in the same condition (tags must be intact) that you received it.
STRTWR is not responsible for the cost of shipping for returns & exchanges.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges: (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at strtwr.official@gmail.com
Remember to have a record of the tracking number for returns
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at strtwr.official@gmail.com
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted (if applicable)
Any item not in its original condition, is damaged or missing parts for reasons not due to our error
Any item that is returned more than 30 days after delivery
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
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- Can I Cancel my Order?
Unfortunately we cannot cancel your order since we process every order right away. This is to ensure fastest delivery period for our customers. Hence we cannot cancel a order if it is already being processed for shipping. However, we can certainly refund the product if you are not happy with the product you received.
-Are your branded products authentic? ( Palace/ Y-3)
We spent a huge amount of time sourcing for manufacturers and factories that make the original products and we are proud to say that our products are supplied by similar manufacturers.
As we do not purchase from retail outlets, our customers will not be over charged for branding, rental, labour and marketing costs, thereby allowing for us to offer high quality streetwear products at an affordable price. We are always upfront and honest about this to our customers.As a result, our customers don't have to over pay just for the a brand name and still receive a high quality fashionable product at an affordable price. We are always honest about this to our customers, the original brand cost over $700 USD per hoodie.
All of our items are shipped directly from the factory and are entirely brand-new! Rest assured, they have never been worn or tried on
