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Frequently Asked Questions (FAQs) | Questions Review

ORDER ENQUIRIES

1. What should I do if the the item says ‘sold out’?

If an item is sold out or out-of-stock, you can register to receive updates for when the item comes back into stock. This is an automated service provided by our online store. To do this, please click on the crossed-out swatches and a pop-up window will appear to ask you for a size and also to input your email address. This prompts our system to automatically notify you if the item comes back into stock at a future date. You may also wish to contact our Customer Services team via email to enquire about specific items you are interested in.

2. Will you be getting specific items back in stock?

Generally, we have limited quantities of our items. When items are sold out, we are generally not able to restock those items. This is mainly due the supply quantity we have on hand and also maybe due to the seasonality of designs. Although we rarely restock items that are sold out, we may restock items that are popular by demand. As such, if you are very keen on specific items, then please contact our Customer Services team via email. We also highly recommend you to register for stock notifications as mentioned above.

3. Where can I find more information on a specific product?

In general, we always try to put the measurements of our products on our website. You can access individual product descriptions by clicking into individual product pages. The descriptions and available colors and sizes are shown on the right hand column. If however you are in doubt or require any further assistant on choosing the right size or color, then please do not hesitate to contact our Customer Services team via email

4. I have a discount code, how do I use it?

If you have a discount code, you can use it when you go to the “check out” page. You will need to put in all your credit card information before seeing the page where you enter the discount code. You will see a blank box asking you to enter a discount code. You will not be charged at this stage until you click the "confirm" button. If you have any problems checking out then please contact our Customer Services team via email.

5. How do I return an item I've received?

If you are not 100% satisfied with your purchase from us. You can return your item(s) for refund for a refund or a cash credit. 
Please note that only full-priced items, including a discount code of up to 20%, are eligible for returns. For discounts items or on sale items, including those items sold in our weekly Tuesday Flash Sales, they are not eligible for return. If however you have received an item with a defect then we will provide a replacement free-of-charge. This is only a summary of the returns policy and you can access more detailed information by visiting our Returns Policy page by clicking here.

6. I changed my mind, how do I cancel my order?

Sometimes you may make an order and you change your mind. That's okay. If you need to cancel or make any changes, please contact our Customer Services team within 12 hours after placing your order. You can contact our Customer Services team via email and they will try their best to get back to you as soon as possible. Please note that orders cannot be cancelled or changed after 12 hours of placing the orders. This is because our Warehouse will have picked, packaged or dispatched your order. Please note that once an order is dispatched, we can no longer cancel the order for you because the parcel has been handed over to the courier for delivery. If this is the case, then please contact our Customer Services team via email and they will discuss with you the best course of action in this situation. For more information on our Returns Policy, please visit our Returns Policy page by clicking here.

7. What does 'one size' or 'free size' mean on your website?

Both one size and free size mean that an item comes in one standard size that would most likely fit all standard sizes such as from XS-L / US 0-8 / UK 6-12 / AU 6-12. When you purchase an item that has One Size or Free Size, then please refer to the measurements stated in the product description to see how the item will fit. Fit and style will vary on a person by person basis, for example, an item may be a comfort fit for a petite individual but it can also be a snug fit for a large individual. If you are unsure about which size to order, how the item fits or whether the item is for you, then please contact our Customer Services team via email and they will do their best to advise you.

8. I bought an item yesterday, but it went on sale today, can you do a price adjustment?

Unfortunately, we do not provide a price adjustment for items purchased at full price that are subsequently put on sale. Flash Sale or general sale items are not common knowledge throughout our company and are only announced on the day of the event. For example, our Customer Services team will not able to tell you which items will be included in upcoming Flash Sales. All sales are final and we do not provide price adjustments. This is because our supply costs follow daily price fluctuations and we offer the best prices to our customers based on the daily procurement prices. As a final note, we highly recommend all customers to sign up to the Goodnight Macaroon newsletter for up-to-date Flash Sales and other promotions.

9. I've been told that an item is on 'back order', what does it mean?

An item being on back order means our Procurement team is trying to procure the item from our manufacturer. Items on back order can still be ordered. If you would like to order a product on back order, the product will become available within a certain period of time which is stated under the product name with a set date. That is, for example: "BACK ORDER: Order now and we will ship out on the 1st June 2016. We will go ahead and ship the rest of your order. Tracking information will be sent to your email." Please note that items purchased on back order may experience a slight delay in dispatch. You may contact our Customer Services team via email to enquire about changes in the item's dispatch date if you feel the dispatch time been prolonged unreasonably. On rare occasions, an item on back order may become permanently out of stock and we will endeavour to cancel and fully refund your order. 

10. How is the sizing at Goodnight Macaroon?

Our sizing is based on UK sizing which is smaller to fit compares to general US Women's sizing. If you shop at ASOS, and generally wear size UK 8, please choose your true size which is a size S for Goodnight Macaroon. If you shop at Nordstrom and you are a size US 4, please choose size M for Goodnight Macaroon. 

 

PAYMENT ENQUIRIES

1. How do I pay for my order?

We accept all payment methods via PayPal. Advantages of using the PayPal payment method are that it offers faster, safer and easier payments and promises to protect customers from revealing their credit card and other financial information to the merchants, including Goodnight Macaroon. We sometimes receive communications from customers asking if they can pay for orders without registering for a PayPal account. Unfortunately this is not possible. We solely use PayPal to protect our customers so all payments are administered through PayPal.

2. My billing address is incorrect, can you please update it for me?

Unfortunately, we are unable to change your billing address as this is something provided to us by PayPal. Our online store connects to PayPal through an encrypted interface and the billing address is fixed. This is a good thing for our customers. If you wish to update your billing address, then please log into your PayPal account and update it in the personal details section. If you have any difficulty in doing so, you can also contact PayPal to enquire about how to update your billing address online.

3. Can I use credit card to pay for my order?

Yes you can! PayPal is compatible with all major credit cards. Please note that your credit card information will not be made visible to us. We process all transactions through PayPal, which only requires verified email addresses. For this reason, our refunds are only up to the value of the order placed. If you have any further questions then please contact our Customer Services team via email.

4. What currencies can I use?

We currently only accept US dollars. As such, for non US dollar customers, please note that foreign currency exchange rates fluctuate on a daily basis and the local currency charged will fluctuate between orders placed and refunds processed. We do not provide additional refunds on price differences caused by foreign exchange fluctuations, as we are just as likely to lose out.

 

DELIVERY ENQUIRIES

1. Do you ship to PO BOX address?

Yes we do. Simply type in your address accordingly and we will ship your order to the address provided. Please note that your address must be correct and accurate. If deliveries are unclaimed, rejected or generally sent back to us, we reserve the right to charge an additional shipping fee of $10 to re-ship your item. 

2. Will I be charged customs and import charges?

We have no hidden charges or fees. For all major developed countries, we pay for customs and import duties to provide hassle-free shopping for our customers. In other countries, customs or import duties may be charged on entry. This is most unfortunate but such charges must be paid by the recipient of the parcel. In these cases, we have no control over these charges and cannot tell you what the cost would be because customs and import duties policies vary from country to country. However, touch wood, we have not been notified by any customers that they have been charged additional costs such as customs or import duties.

3. My order is urgent and I need it shipped quickly?

All orders may take up to five working days as processing / handling time before they are dispatched. For orders that are required urgently, please select the option for an express delivery at check out. This is usually administered through our premium delivery partner, FedEx, whom estimate delivery takes 3-5 working days. We aim to fulfil and dispatch all express delivery orders within 24 hours even though sometimes it may take between 3-5 working days as we do not have your ordered product in stock. Please refer to our Shipping Policy by clicking here. If one of your items are on back order or if they are out of stock, our Customer Services team will contact you via your registered email.

4. Where do you ship from?

We ship from Hong Kong using major postal couriers, such as USPS, Canada Post, Australia Post, New Zealand Post, Royal Mail, La Poste, Correos, etc., when customers select our standard shipping service for $10. For expedited or express delivery, we use FedEx Priority Mail, which is estimated to take 3-5 working days (on top of the processing / handling time of up to 5 working days for all orders).

5. Has my order been shipped out yet?

As soon as your order is dispatched from our warehouse, we will send you an email to confirm that it's on it's way. The shipment confirmation email contains a tracking number and link to the tracking information, which allows you to track the parcel's delivery progress online, for example, via www.usps.com for all US orders. Please note that the tracking information may not be available immediately and you may see a 'parcel not found' message after you have clicked on the tracking link. This is normal as the courier requires processing time to delivery the parcel to their sorting facility and scan the parcel into their system. For this process, please allow the courier up to three working days before your shipping status shows up online. For orders with a pre-order item or items, your entire order will be held back until the item becomes available. Please make a separate purchase of the pre-order item(s) to ensure all available items can be shipped to you first.

6. I have received a defective or faulty item, what should I do next?

Firstly, if you receive your parcel with visible damage or you notice your parcel has been forcefully opened on delivery, then please reject the parcel and demand it be returned to the sender. This is because your items may have been damaged during transit. If this happens, please contact our Customer Services team right away and they will deal with the parcel in due course.

In cases where you have received a defective or faulty item, please contact our Customer Services team via email. Our Customer Services team will require you to provide detailed descriptions and photographs of the defect or fault before taking further steps to rectify the situation. In all cases, we will provide a replacement item free-of-charge. Our Customer Services team are on hand to provide the best help they can to resolve such situations.

7. What should I do if an item is missing from my order?

From time to time, your order may be missing an item or two when delivered. Please don't worry. This normally happens if your order contains one or more items that are classified as being on back order or special order (please see FAQs above for these two terms). When this is the case, your items will be delivered in a secondary shipment at no extra cost to you. In cases where you are missing items that you expected to receive, then please get in touch with our Customer Services team via email.

8. Why do I get an email asking me to review my order when I haven't received it yet?

Please note that after your order has been shipped, our system will automatically generate an email requesting a review of the products ordered. If you have not yet received your item, please contact our Customer Services team via email and they will do their best to help you with your parcel. Messages intended for our Customer Service team should not be sent as a review. A review that focuses on an order not being received yet tend to go unnoticed by our Customer Services team. The review system is a third party app that is not managed by our Customer Services team. On a final note, for all customers who write a review, we greatly thank you for the time and effort to share your review with other existing and potential customers. Thank you for your reviews!


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