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FAQs

Shopping Information

HOW DO I PLACE AN ORDER?

After deciding the product(s), quantity, size(s) and shipping method, simply click the "Buy It Now" button that can be found at the top of each product description then proceed to Check Out. If you are buying multiple products, click the Cart icon at the upper right corner of your screen to Check Out.

WHAT SIZE SHOULD I GET?

Measurements for each product have been provided in the description. Please go through them carefully and measure it against yourself to determine which size you should go for. Do note that we follow Asian sizes and may run smaller against US/UK sizes.

CAN I CHANGE MY ORDER?

Yes, we accept any changes to an order. Please note that if you need to make any changes to your orders, please contact our Customer Service ([email protected]) within 24 hours of placing the order. If the item(s) has already been shipped from our fulfillment center we cannot make changes to your order anymore.

REFUNDS

We allow full or partial refund if the item is damaged or missing. If the refund is approved, a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.


Payment Information

WHAT ARE YOUR PAYMENT METHODS?

We accept credit/debit cards including American Express, Discover, MasterCard, and Visa.

If you are paying by credit or debit card, your statement will show a charge from 'OWLAKE'. When using your credit card, you will be billed in USD Currency and your credit card company will bill you in your local currency at the current exchange rate.

WHAT IS THE CURRENCY OF THE STORE? CAN I PAY IN ANOTHER CURRENCY?

All prices will be shown in local currency depending on which country (GEO IP address) the customer is in for their convenience. However, when customer checks out, they will be billed in USD. Your bank or card service provider will automatically convert your subtotal depending on their current conversion rates.

ARE MY PAYMENTS SECURE?

YES, 100% secure. We accept credit card payments using one of the most trusted payment gateways, and the cards information are never stored. We also use the services of the world leader in protecting websites (McAfee). So the website is secure at all times.


Shipping

WHERE ARE YOUR ITEMS SHIPPED FROM?

Orders are shipped from around the world but our main warehouses are in Southeast Asia (Singapore, Malaysia, Philippines and China).

Because our items are stored in several warehouses, your order may be shipped in separate packages for faster delivery.

CAN I CHANGE MY SHIPPING ADDRESS?

If you need to make any changes to your shipping address, please contact our Customer Service within 24 hours of placing the order.

Please ensure that all the information you have provided is correct before submitting your order to prevent losses in mail or other mishaps from happening.

HOW LONG WILL IT TAKE TO GET MY ORDER?

The duration depends on the shipping method and the destination country. Delays may occur due to Holidays and/or any unforeseen events such as flood or typhoon. Please do note as well that custom inspections can be a factor during shipment.

Our Standard Shipping typically takes 2-6 weeks and depending on how fast customs in your country processes the package.

If you need to receive your order at a much earlier time, you may opt for Express Shipping (3-8 business days) when checking out your order(s).

HOW DO I KNOW IF MY ITEMS HAVE BEEN SHIPPED OR NOT?

When your items have been dispatched, we will send a notification email to your registered email address. Where possible, and in most cases, a tracking number will be provided to you within the next few days of dispatch. Tracking information (if any) is only available within 5-10 days of shipment

Tracking numbers are included in your shipping confirmation email. Alternatively, you may use below links to track down your parcel(s).

HOW LONG DO I WAIT UNTIL MY ORDER IS SEND OUT?

All orders are subject to a handling period before shipment, usually 2 - 5 business days. Most orders leave the warehouse within 3 - 7 business days after receipt of payment. You will then receive notification of both processing and shipment.

Please make sure to provide the correct shipping address. OWLAKE can not be held responsible for items shipped to incorrect addresses provided by the buyer. In such cases, the buyer will be responsible for any additional shipping fees incurred to ship to the correct address.

In some cases, international shipments will require import/customs taxes be paid. These will be the responsibility of the buyer under ALL CIRCUMSTANCES. OWLAKE will not be held responsible for customs taxes.

Please note that we currently do not offer expedited shipping options for P.O. Boxes, APO/FPO, and some rural/remote areas of the United States, United Kingdom, Australia, Canada, France, etc. Buyer will need to pay for the extra charges if the address fall in these rural/remote area.


For further assistance, please contact our Customer Service through submitting a ticket at our website or emailing us at [email protected]. We're here for you 24/7/365.