FAQs

Please note that orders can only be modified before they leave our warehouse. If your order is still in processing, please contact us and we will do everything we can to help modify your order for you. If you wish to cancel your order, please refer to the order details or confirmation email for your order. If your order has not been shipped, you will be able to cancel the order through the order details page. Once your order has left our warehouse, we are unable to make any changes to the order and you must wait until it is delivered. Once your order is delivered, you can request a return for a refund within 7 days if the order is not paid by store credit.

Please refer to our return policy for more details: https://www.amoretu.com/pages/returns-refunds

To change the shipping address, please review your order status first.

For now, we support three status changes the shipping address:

1. If the order status is "just finish the payment", please contact with service@amoretu.conm to change your shipping address.

2. If the order status is still been "to be shipped", please contact with service@amoretu.conm to change your shipping address.

3. If the order status is "waiting for payment", please please contact with service@amoretu.conm to change your shipping address,and then pay for the order.

4. When your order shows "Shipped" or "Partially Shipped", we apologize that we will be unable to successfully change the address of your order.

To change the shipping address, please review your order status first.

For now, we support three status changes the shipping address:

1. If the order status is "just finish the payment", please contact with service@amoretu.conm to change your shipping address.

2. If the order status is still been "to be shipped", please contact with service@amoretu.conm to change your shipping address.

3. If the order status is "waiting for payment", please please contact with service@amoretu.conm to change your shipping address,and then pay for the order.

4. When your order shows "Shipped" or "Partially Shipped", we apologize that we will be unable to successfully change the address of your order.

Your billing address was set when you registered your bank account. Please contact your card issuer if your billing address needs to be updated.

Normally, an email with your tracking number will be sent to your account email address once the order is shipped out.

If you did not receive this email, you can check the following situations:

1. Please check whether the email address you used to place the order is correct.

2. Please check your junk folder to see whether the email was misplaced.3. Please check the order status in your account to see whether it is shipped.

Please contact us ASAP. Email us with your order number, information regarding the problem, and provide pictures if there is any damage and/or quality issues.

If you like our products, please leave your valuable feedback on the items by following the steps in the image after confirming receipt.

Item(s) in your order might be missing due to the following two reasons:

1. Items in your order have been mailed out in more than 1 package due to weight limit or delay of the pre-ordered item(s).

2. Item(s) were lost in the process of packing or transportation. If you have encountered any problem with your order, please contact us at service@amoretu.com with your order number and a picture of the item(s) you have received.

You will receive a shipping notification email containing the tracking link as soon as your order has been shipped. The tracking page will be updated to reflect the real-time location of your order. You can track your order with your tracking number here.Please note that the estimated delivery date depends on the delivery address and the product status.

Typically, for in-stock products, it will take 1-5 days for the order to be processed.

1. If you haven't received a shipping notification email 3 days after you've placed an order, please check if your order contains the pre-ordered item(s). You can find the estimated shipping date of a pre-ordered item on its product page. We will wait until all the items in your order become available before shipping your order. Thank you for helping us reduce our carbon footprint through the pre-order model!

2. If your order is delayed due to external factors, you will receive a shipping delay notification via email with the latest status of your order.

Typically, for in-stock products, it will take 1-5 days for the order to be processed.

1. If you haven't received a shipping notification email 3 days after you've placed an order, please check if your order contains the pre-ordered item(s). You can find the estimated shipping date of a pre-ordered item on its product page. We will wait until all the items in your order become available before shipping your order. Thank you for helping us reduce our carbon footprint through the pre-order model!

2. If your order is delayed due to external factors, you will receive a shipping delay notification via email with the latest status of your order.

Please follow the steps below:

1. Double check the delivery address on your order is correct.

2. Ensure that your package wasn’t picked up by someone else or delivered to a different location outside your property.

3. Check for notice of attempted delivery via email or on our tracking page, you can check it here.

4. Contact your local courier for the delivery details.If you still cannot find your package, please feel free to contact us at service@amoretu.com

For in-stock products: Your receiving time will contain 1-3 days of order processing time plus the shipping time.

For pre-order products: Estimated shipping dates are provided on the product's description page. Your receiving time will be calculated by adding the shipping time to the estimated shipping date.

Please note that if your order contains both in-stock and pre-order products, the shipping date might vary based on the estimated shipping date of pre-order products.We will make every effort to deliver your package on time.

However, delays may occur due to invalid addresses, customs clearance issues, public holidays, peak seasons, etc. Your patience is highly appreciated.For more details, please refer here.

Your order is overweight due to too many items or contains pre-order products,or products are in different warehouses. For overweight orders, we may split the order and ship it out in several packages. For orders containing pre-order products, we may split the order if it's a little delayed and give priority to the items in stock so that you can receive them as soon as possible. We will also ship out the remaining pre-order products as soon as they are in stock.

Shipments will be delivered with duties and tax unpaid. Therefore, all import (customs) duties and/or taxes will be charged once the parcel reaches its destination country. If any, these charges must be paid by the customer.

- Step 1: Please contact us at service@amoretu.com indicating the item(s) you would like to return, the order number, the reason for the return, and a photo of the item in its current state. If there are quality issues, please provide images of the exact faulty parts of said items and the tag.

- Step 2: If your return is accepted, we’ll send you the instructions on how and where to send your package.We will send the corresponding product code for you also.

 - Step 3: You need to print the product code and paste it on the outside of the corresponding product packaging bag. Finally, send the product to the return address we sent you. - Step 4: Once your returned items are back at our warehouse, we will process your refund within 5 business days after receiving your return and refunds will be issued to the original payment method. You'll receive an email to confirm once the return has been completed.

- All item(s) must be unworn and in the original condition with the original packaging and all tags attached. Items not in the condition mentioned above will not be accepted.

- Products marked as Final Clearance are not eligible for return or refund.

 - Items in the following categories can not be returned: bodysuits, swimsuits, lingerie, tights, socks, and accessories (except for belts and bags). We take the health and safety of our customers seriously and cannot resell intimate items once they have been opened or used.

 - The matching set cannot be refunded or exchanged separately.

- If your order has been paid through Store Credit only, please note that all products will become Final Sale and not eligible for return or refund.

- All item(s) must be unworn and in the original condition with the original packaging and all tags attached. Items not in the condition mentioned above will not be accepted.

- Products marked as Final Clearance are not eligible for return or refund.

 - Items in the following categories can not be returned: bodysuits, swimsuits, lingerie, tights, socks, and accessories (except for belts and bags). We take the health and safety of our customers seriously and cannot resell intimate items once they have been opened or used.

 - The matching set cannot be refunded or exchanged separately.

- If your order has been paid through Store Credit only, please note that all products will become Final Sale and not eligible for return or refund.

Your refund will be processed within 3-5 business days after your returned package has arrived at our warehouse. Refunds will be issued via the original payment method.

1. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 5 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account.

 2. If you paid by PayPal or other online payment providers, refunds will be sent to the PayPal or the online payment method you chose within 5 business days of receipt of the returned item or cancellation request. Please contact the online payment providers with questions about when the refund will be posted to your account.

3. If your order has been paid through Store Credit only, please note that all products will become Final Sale and not eligible for return or refund.

Important note:

- The original shipping fee is non-refundable. - Please do not send your item(s) to the sender's address listed on your package. This is not the return address and will delay the processing of your return & refund.

- Please make sure you have not included non-COMMENSE item(s) by accident in your return package. We will not be responsible for sending those items back to you.

- Items sent back to us without first requesting a return will not be accepted.

We do not support bearing return fees. Customers need to pay their own return shipping costs.

For cards, Credit or debit cards (Visa, MasterCard, American Express, Discover), Apple Pay,PayPal.

Currently, we are unable to support certain payment methods due to technical limitations and incompatible rules with payment platforms. However, we do accept a variety of payment methods such as bank card payments and PayPal. For more information on supported payment methods, please visit here. We are actively working on updating our payment options and seeking cooperation with relevant platforms to offer customers more convenient payment methods. Stay tuned for further updates~

Currently, we are unable to support certain payment methods due to technical limitations and incompatible rules with payment platforms. However, we do accept a variety of payment methods such as bank card payments and PayPal. For more information on supported payment methods, please visit here. We are actively working on updating our payment options and seeking cooperation with relevant platforms to offer customers more convenient payment methods. Stay tuned for further updates~

This may have happened for a few different reasons:

1. The card info is incorrect. Please kindly check the expiration date, billing address, and security code (The security code can be on the back of your Visa/Master card).

 2. Card issuer bank declined your payment.

3. Not enough balance on the card.

4. Shipping address and billing address are inconsistent/incorrect.

Sales tax is charged if a collection is required by the state selected for your shipping address.
🔔PS: starting 4/1/2019, most U.S. States will require online retailers to collect sales tax on purchases made by residents of those states.

They are not. Unfortunately, we do not have a say on customs and duties fees. All customs and duties fees are the responsibility of the customer to be paid upon receipt of the package. The amount varies from country to country and depends on the item(s) ordered.

Please select the code of your gift card/store credit/coupon on the checkout page to apply the discount to your order.

Uh oh! However, please don't worry! Please check first to see if you accidentally placed multiple orders. If not, please take a screenshot of the payment history and contact us.

This may have happened for a few different reasons:

1.Your discount code is not within the usage period and has been used in advance or beyond the expiry date. Please check the time period during which the optimization code can be used.

2.You have used the discount code more than once. Generally, the same discount code can be used once per person.

3.The product you selected does not participate in the discount If everything is correct,please connect with service@amoretu.com for us to confirm your problem.

Unfortunately, you won't receive a replacement code after your promo code has expired. Each promotion code has an expiration date, as indicated in the email containing your promo code. Please kindly use your promo code before its expiration date.

You can stay up to date through our website and/or app, which are usually displayed on the homepage.You can also follow our social media accounts on Instagram and TikTok for timely event information.In addition, you can subscribe to our website,we will send some discounts to email for you

If you're using a web browser on your computer, you can find it on the product's detail page.

If you're using web browser on your mobile phone, you can find it on the product's detail page.

Our size guide is a general guideline for recommending what size we think best suits you! However, please kindly note that some pieces may fit differently depending on the style, such as oversized sweatshirts and t-shirts which tend to run bigger than the general guidelines. If you have any questions about specific measurements, please contact us so we can make sure you're satisfied with your decision.

Our size guide is a general guideline for recommending what size we think best suits you! However, please kindly note that some pieces may fit differently depending on the style, such as oversized sweatshirts and t-shirts which tend to run bigger than the general guidelines. If you have any questions about specific measurements, please contact us so we can make sure you're satisfied with your decision.