What's the shipping & tracking process?
Once your order is processed & shipped, we'll send you a confirmation email. This can take up to 2-3 business days. Once shipped, you can expect your order to arrive between 8-10 business days, depending on your location.
Expedited Shipping
Shipping time frame should be 5-7 business days.
NOTE: ALWAYS VERIFY COMPLETE SHIPPING ADDRESS FOR ANY REPLACEMENT OR RESHIPMENT REQUEST
Campaign Specific:
For shipping inquiries (Always offer to provide tracking to the customer. ):
Verify Customer's shipping address
Remind customer of the shipping time frame
Provide current status of the shipment (latest update)
Offer to write it down first, provide tracking website.
If declined, resend shipping confirmation email on shopify.
How to resend: Click Here
Submit CIF if not available.
Stuck in transit / No movement
If the tracking shows no movement for more than 5 days - submit CIF.
If a follow up and still no movement, offer reshipment and reset customer's expectation.
No Tracking Number (MORE THAN 5 DAYS)
Inform the customer that the order has already been shipped but the tracking number is not yet uploaded. Submit to CIF.
Inform the customer that they will receive an email with the tracking once it is available.
Fulfilled but no tracking:
Do not issue full refund - shows fulfilled but no tracking does not mean that the order is not shipped.
Assure the customer that the product is shipped.
Escalate to CIF and inform the customer that we will update with the tracking number in 2-3 days.
Delivered claiming PNR
Advise the customer to contact local post office to check the package
Check the tracking if we have a USPS tracking that we can provide - if none, please submit CIF to ask for local tracking.
USPS will not be able to track international tracking so it is important to ask for local tracking first.
If refund request, offer reshipment,
If declined, partial refund + reshipment.
If declined, full refund.
Damaged Product:
Advise to send email to support team showing the damage and offer reshipment
If customer does not want to send an email, offer courtesy reshipment. (No need to send email)
If refund request:
Offer partial refund + reshipment
If declined, inform that we would need to confirm before we issue full refund. Advise to send an email to support team.
If threat, proceed with refund.
Complaining that shipment is coming from China
I understand your concern. (Customer name), I can assure you that (Product name) is made out of highest quality materials and we stand by our product. As our policy states, we offer a 30 day return policy from the day your receive the order in the event that you are not satisfied with your order.
Proceed to Refund/Return if still upset and is asking for refund.
Orders not found on Shopify (No fulfillment)
Explain that there was a mixup with the system that's why the order was not fulfilled.
Offer Reshipment (Reset expectation, provide shipping time frame - 1-2 weeks for standard delivery or 5-7 business days for orders with Expedited Shipping Fee)
If accepted, inform the customer that we will not send an email with the tracking number so, you also need to provide the email support contact info so, they can follow up
If declined:
Partial Refund + Reshipment
Full refund if declined all saves
NOTE: For orders with multiple items, we also need to have the cx confirm that all items are correct and refund, if necessary.
NOTE: ALWAYS VERIFY COMPLETE SHIPPING ADDRESS FOR ANY REPLACEMENT OR RESHIPMENT REQUEST
Does Not Fit: We offer ONE TIME free replacement for the products without having the customer return the initial shipment.
Not Satisfied (Color / Variant): We offer ONE TIME free replacement for the products without having the customer return the initial shipment if they have an active VIP.
NOTE: For the VIP free item, please do not proactively replace it unless the customer will keep the VIP.
If VIP is already cancelled and is asking for replacement for the free item, explain that it was only a freebie for the VIP. Since it is already cancelled, we can not issue a replacement.
If active, inform the customer that it was a free item included on the VIP membership. Explain the VIP benefits and ask if customer wants to keep. We will only issue replacement for customers that are going to keep the VIP.
Tools:
Free replacement - Verify what color, size, and cup size does the customer wants to receive.
If refund request, proceed to:
Update: If the replacement still does not fit, we cannot issue a 2nd replacement.
If asking for a new replacement, go to Policies and Procedures. Please note that customer has to return both initial shipment and the replacement in order to get a full refund.
Note: 30 day count will start the date the replacement was received.
DAMAGED / DOES NOT FIT REQUESTS OUTSIDE 30 DAYS
For refund requests/claims for scenarios like ripped/torn after 30 days or fit issue and the customer is claiming that it was her first time using the product, you can offer a replacement if order is outside 30 days but within 60 days OR if its outside 60 days since the order is received, you can advise that she can reorder and we'll provide a 30% discount instead.
Does Not Fit: We offer ONE TIME free replacement for the products without having the customer return the initial shipment.
Tools:
If outside 30 days but within 60 days
Free replacement - Verify what color, size, and cup size does the customer wants to receive.
If outside 60 days
Advise to re-order and give a 30% discount
If refund request:
Deny - outside our 30 day return policy unless valid threat - refer to our policies and procedures.
UNDERGARMENT SIZING GUIDELINE: How to get the correct size.
Have the customer measure themselves and provide their under bust and upper bust measurements. Convert these if necessary.
If they cannot measure, ask for their usual bra size and convert it to centimeters to determine the actual size.
Refer to our size chart on the FAQ page to find the equivalent size.
If the result falls between sizes, always choose the bigger size.
If the customer complains that the size is too big or they never had that size of bra, , explain that our sizes tend to run a bit small and that we based the size on our size chart.
SITUATIONAL: In the event that the customer is uncomfortable to talk about it (because of talking to a male agent), then you can transfer or set for callback if necessary with one of our female agents. Make sure to handle the call at the most respectful and professional manner.