FAQs
How Does Shipping Work?
We work with global merchants so that we can provide you with the best prices and the most interesting products. This means that your order is shipped from various areas such as China, India, Thailand etc.
As we ship directly from our partners in these countries, your item(s) may take 4 weeks to arrive. Please do not panic if it does not show up immediately, it's on its way.
If your tracking seems stuck or is not showing updates for several days, it is likely due to processing delays in the parcel centers.
Will there be shipping delay?
As the COVID-19 situation evolves and intensifies around the world , please expect delays in delivery. We will continuously monitor the developments to better safeguard you, our logistic partners and the community.
If you are in a hurry to receive the product(s), please email us before you order so that we can double check the shipment process and the delivery charges for your country.
Other factors that result in delays include international customs processing procedures, holidays, weather, natural disasters etc.
Email us at enquiries@shirookie.com should you require assistance or need more details.
We thank you for your understanding and patience during these times.
How long do you take to process the order?
Please allow 3-5 working days for your order(s) to be processed.
For order(s) placed on weekends or Public Holidays, it will be processed on the next working day.
Do allow longer processing time during peak/festive periods.
Remember to include the above processing time when estimating the arrival period of your item(s).
How to track my order?
You can track your order by using the tracking number we sent to your email address.
If you do not see the email in your inbox folder, please check your spam/junk folder.
It can take up to 48 hours for the tracking number to become active upon receiving it.
In some cases, tracking numbers can take 3 - 5 working days to update when using multiple carriers.
What should I do if my item is damaged/faulty or the wrong item is delivered?
No worries, we offer exchange/refund options to our customers.
If the item(s) is damaged/faulty upon arrival or you received the wrong item, drop us an email at enquiries@shirookie.com within 3 days upon receipt of item. The damaged/faulty/wrong item(s) must be returned within 10 days upon receipt. Please do not attempt to return anything without first contacting us.
Returned damaged/faulty/wrong item(s) must be in original condition, unused and no further damage in any way. All invoice tag(s), label(s) and original packaging must also be fully intact.
We reserve the right to reject, at our sole and absolute discretion, any exchange/refund request, if these conditions are not met.
To facilitate the exchange/refund, kindly state clearly the following details in your email to us:
- Your order number
- The item that you wish to exchange
- Quantity of the item you wish to exchange
- Brief description of the issue with the product.
- Photos of the damage/faulty/wrong item
- Email address
- Delivery address to send the exchanged item (if different from order)
We will either exchange/refund your item(s) (depending on stock availability) when we received your photo and email.
If the item(s) is out of stock, we are unable to provide the exact item(s) for exchange.
For refund, it will only be processed when we received the item(s).
Kindly note that return shipping fees and original shipping fees will not be refunded.
What are the conditions or circumstances that do not qualify for exchange/refund?
Reasons that do not qualify for exchange/refund include but not limited to:
- Change of mind
- Ordered wrongly
- Judgement error (size too big, too small etc)
- Want to exchange for specific colours/designs of products with ASSORTED colours/designs
- Any other reasons not stated above
Please note that there is strictly no exchange/return and no cash refund in part or in full for items purchased.
Can I cancel an order?
Unfortunately, cancellation is not applicable for both local and international orders. Please contact us at enquiries@shirookie.com if you have any issues with your order(s) and we will do our best to assist you.
I made a mistake in my order, what should I do?
Email us at enquiries@shirookie.com and we will try to rectify it, provided your order(s) has not been shipped out.
What happens if I have provided incomplete/wrong address?
We will not be responsible if the item(s) is undeliverable because of missing, incomplete, or incorrect destination information. To minimize errors, we will verify the customer's shipping information (in the order confirmation) before sending out the item(s).
Please note that there is strictly no cash refund in part or in full under such circumstances.
Custom Charges
If the customer's country or region charges fees like import tariff, value added tax, customs handling fees, etc, the customer will have to bear the charge(s). The fees will be collected by the Post Office or courier service provider of the customer's country or region.
We will not be responsible if the delivery of an order is delayed due to customs.
Kindly note that we do not issue any proof of export documents, such as proof of country of origin, or export visas.