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FAQs

How can I change my order/ add another item to my order?
You can change the size(s) or color(s) of the item(s) on your order within 1 hour after placing your order. 

Can I cancel my order? 
All orders placed are final and cannot be cancelled. 

Where can I get more information on product fittings and sizings? 
Please see Size Chart for more information.

How long will it take for my order to arrive? 
Most orders are processed within 3-7 business days upon order confirmation. We currently only offer FREE standard shipping worldwide on orders over $45. Please see Shipping for more details. 

Why was my order canceled?
Due to limited stocks, high demand or unforeseen events, some items may become unavailable. In such event, we will process a full refund to the original mode of payment made for that particular item that got cancelled. Please note that such occurrence is extremely rare as we strive to deliver our products efficiently to our customers. 

I did not receive my order, what should I do?
Please contact us if you did not receive your order within 30 days from your order confirmation email. After 30 days, your order will be marked as closed and we will not be able to process any refunds. 

Where can I track my order status?
You will receive a shipping confirmation along with your order tracking number once your items have been shipped out. Please note that items in one order may be shipped separately from different warehouses and thus, you may receive multiple shipping confirmation emails. If you did not receive a shipping confirmation after 7 business days of receiving your order confirmation email, please contact us immediately. 

Why is my tracking number invalid?
The tracking information normally appears after 4-5 business days following dispatch. If a tracking number is not searchable after this period of time, there are several possible causes: The shipping companies have not updated the delivery information on the website with the most up-to-date status; the tracking code for the package is incorrect; the parcel has been delivered a long time ago and the information has expired; some shipping companies will remove the tracking code history.
Please contact us at customerservice@behindhemlines.com with your order number if you have any questions. 

If Customs duties are incurred, who is responsible for them?
Customs is a governmental agency responsible for regulating the shipments entering a specific country or region. All shipments being sent to or from region must clear Customs first. It is the buyer's responsibility to clear customs and pay the relevant Customs duties.

On the package, why do you declare a lower price for my order?
Different countries will have different import regulations. If the amount declared on the package is over a certain amount,  you may have to go to your local Customs office personally and be subject to import tax. The cost of import tax depends on the value declared on the package. Thus, to protect you from these additional fees and to save you a trip to the Customs office, we may declare the package contents at a lower value.

What is your return policy? Can I exchange an item?
Please see Returns & Exchanges 

Did not find your question here?
Send us an email at customerservice@behindhemlines.com!

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