Frequenly Asked Questions
Here are the most common questions asked by our customers. If you can't find a response to any question you have, please contact us!
Contact Us
You can contact us on our contact page or by email at contact@hishapechic.com
Delivery
When will I get my order?
Processing and Shipping: We work closely with our suppliers and warehouses to package and ship your order as soon as possible. This process typically takes about 2-5 business days, sometimes more depending on demand and available inventory.
United Kingdom Orders: 5 - 12 business days delivery.
International Orders : 7-30 business days delivery.
PLEASE NOTE: The delivery times stated above are only our best estimates. The currently ongoing COVID-19 global crisis and the Ukraine war has notably affected our delivery times, and coupled with high demand, you may encounter delays with your order. We thank you in advance for your understanding.
I want to cancel my order
If you need to cancel your order, immediately reach out to our shapechic customer team via contact@shapechic.co
If
your order is successfully canceled, we will simultaneously process
your refund. Please allow up to several business days for the refund to
complete through to your original method of payment.
Please
understand once your order has been fulfilled and prepared for shipment
by our suppliers, we are no longer able to cancel your order and
provide a refund.
There is something missing in my order
Due to high demand, an item may be removed
from stock temporarily; orin the case of multiple products, each item
may have been sent in separate parcels.
We will make every available effort to communicate any notable changes to your order via the email address we have on file.
If
you still have not received an email notification about any changes to
your order, but are still missing an item, please reference our contact
information provided above, and kindly provide us with the following
information:
- Order Number
- Missing Item(s)
Our support team will look into the matter and will resolve the issue for you as quickly as possible.
IMPORTANT: All missing item claims must be made within 7 days of the delivery date of your order.
Can I change my order address?
If more than 12 hours have passed since
order placement, we are unable to change the address of your delivery
for security reasons.
Should you experience a failed delivery, the carrier will either:
1.) Leave a calling card whereupon you can arrange final delivery directly with them; or
2.) Return the package to us, where we will contact you to arrange re-delivery.
What if I am not home for my delivery?
If you are not at home during delivery,
your parcel may be left in a safe place on the property, with a
neighbor/building management. The courier will usually leave a note or
communicate indicating as much to you.
If there is no suitable
place for the delivery, the courier will leave a card instructing you on
how to rearrange the re-delivery for your parcel.
If your parcel
has not arrived and there are no instructions posted to your front
door, please contact the courier with your tracking number to rearrange
delivery.
My order is marked as delivered, but I have not received my package.
If your tracking information shows your order marked as "delivered," but
you have yet to receive your purchase: - Please first check likely
spots around your residence where your local carrier may have stashed
the package. We also recommend checking with any neighbors or property
management/staff who may have accepted the parcel on your behalf. - If
your order was scheduled to be delivered to a work place, please check
with other employees who may have accepted the parcel.- Couriers may
sometimes update the tracking as delivered prior to delivery, so please
allow up to 24 hours before assuming the parcel is lost. If after this
period, you are still unable to locate your order, please contact our
support, and where possible, we will open an investigation with the
courier and do our best to help out! Note: All lost parcel claims must
be made within 30 days of the delivery date.
Custom & Import Fees
Customs fees will be charged upon the package reaching the destination country.
You,
as the customer, are liable for all import duties, customs and local
sales taxes levied by the country you reside in; payment of these fees
is necessary to release your order from customs.
The grand
total of your order as displayed on the checkout does not include any
additional duties required. The carrier, prior to delivery, will inform
you of any additional duties if required.
We assumes no control
over customs and import tax issues. Please understand we are generally
unable provide any numbers regarding such taxes and fees, as they vary
wildly from country to country and are subject to change at any
time. For our Canadian customers, the threshold for bringing goods into
Canada is around $20 CAD. If your order is more than this amount, you
are likely to be charged customs and import fees.
Refusing to Pay
CustomsShould you elect to refuse to pay the customs fee, and the parcel
is returned back to CosyVibe, a nominal shipping & handling fee
will be deducted from your refund. If you are still unsure on whether
you will be subject to customs fees, we strongly recommend contacting
your local customs office for more information before placing your
order.
Orders
I've placed an order but haven't received a confirmation email.
You have successfully placed the order, the
money has been debited from your account, but you have not received
your order confirmation email.
No need to panic just yet. Please
check to ensure the email you utilized for your purchase was correctly
input, and also check to see the email did not make its way into your
spam/promotional inbox.
If you are still unable to locate your
confirmation email, please contact our support team here for assistance.
You will need to provide the full name and delivery address used to
place the order.
My order status is fulfilled, does that mean it should have been delivered?
If your order status shows, "fulfilled", it simply means your order has
been packed and processed by our team to begin its exciting journey to
your doorstep. Once the fulfillment process has been completed, you will
receive a shipping confirmation detailing your tracking information. If
your order has remained unfulfilled for more than 3-5 business days,
please contact us with your name and order number, and our support team
will get right on it.
I want to change/cancel my order.
We understand that sometimes, in the
excitement to get their orders, our customers may wish to go back and
change/cancel their order.
Please note that we strive to get your
order out the door and on its way to you as quickly as possible.
Unfortunately, this means once your order has undergone the fulfillment
process, we are unable to make any changes to your order.
This includes, but is not limited to: item(s), address and payment changes.We thank you for your understanding!
You have sent me the wrong item
In the unlikely event you have received a defective item, please contact us immediately with the following information:
- Your order number
- The name of the item you did not receive
- The name of the item you received in it's place
- A photograph of the item you have received
Once we have the above information, we are happy to work quickly to ensure the problem is rectified to your satisfaction.
What payment methods do you accept?
We accept every credit/debit cards as payment methods. VISA, Mastercard and American Express.
This item was on sale previously, can I get it at the sale price?
During an ongoing sale, we will clearly state when the discount event is
due to end. When the sale ends, the item may go back to it's original
price, and we will not be able to honor the previous sale price.Like all
good things, even stellar sales must come to an end. Please continue to
check back for future sales and discounts!