FAQ

Top FAQS

Why am I not receiving replies to my emails?

How can I track my order status?

- You'll receive a shipping confirmation email once your order has been shipped. You can click on the tracking link in the email to view the updated status of your package. 
- Or click here to track the shipping status. 
- You can also email us at service@thecommense.com to get information on your order.

Can I update or cancel my order?

Please email us at service@thecommense.com as soon as the order is placed and our customer service team will try to accommodate any changes before the order is packed for shipment. Please note that this is not always possible.  

ORDERS

How do I place an order?

Step 1. Add the desired item and quantity to your shopping cart.
Step 2. Click the shopping cart icon.
Step 3. Review your order and click Checkout.
Step 4. Sign in or Register.
Step 5. Confirm your shipping details and payment method, and complete the payment.

Are customs and duties fees included in the price of my order? 

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 package. The amount varies from country to country and depending on item(s) ordered.

What size should I order?

Our size guide is a general guideline for recommending what size we think is best, but keep in mind that some pieces might fit differently depending on the styles, such as oversized sweatshirts and T-shirts which 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.

Payment

WHAT TYPES OF PAYMENTS DO YOU ACCEPT?

We accept Visa, MasterCard, Maestro, Discover, JCB, Diners Club, and PayPal.

For credit cards, please note the billing address entered on your order must match the billing address on file with your bank, otherwise our system might think it's fraud.

HOW CAN I PAY IF I DO NOT HAVE CREDIT CARD?

If you don't have a credit or debit card, we suggest you using PayPal to complete your payment because PayPal is very fast and it can ensure the safety of your money. If you have a PayPal account, please choose PayPal to complete your payment. If you don't have a PayPal account, please go to this link to register first: https://www.paypal.com. Then you can pay with PayPal on our website.

HOW CAN I PAY IF I DO NOT HAVE A PAYPAL ACCOUNT?

If you don't have a Paypal account, surely you can use your credit/debit cards to complete your payment. Please be assured that we do not collect nor save your credit/debit card number or personal information when you make a payment. For questions regarding your transactions in our site, please consult your card-issuing bank for more information.

MY PAYMENT FAILED AND WHAT CAN I DO?

If you are experiencing error messages when making a payment, please be sure you have entered the correct details by double-checking your information. Check with your bank to ensure there are no problems with your account. After this, please contact our customer service here and submit details, we will investigate further.

To help us resolve the issue for you, please include as many of the following details as possible (don't worry if you're not very technical or are unsure about any of the below; just give us as much information as you can:

1. What operating system you use (e.g. iOS, Android, Windows Vista, Mac OS X).

2. What Internet Browser you are using or if via our App (e.g. Internet Explorer 8, Firefox, Safari, Chrome).

3. What payment method you were trying (e.g. Google Pay, Visa, Net Banking).

4. A description of the problem and when the problem occurred.

5. If you receive an error message, please include it in your message to us and provide us a screenshot if possible.

6. Include your order number and your email address.

Delivery

WHERE DO YOU SHIP TO?

We ship globally to all destinations that our carriers provide service to. Please visit our Shipping Info page for more information.

HOW LONG IS THE DELIVERY TIME?

Normally it will take some days to prepare your items before shipment. The shipping time depends on shipping methods. You can check more information on our Shipping Info page.

WHEN WILL MY ORDER ARRIVE?

Orders typically arrive within 7 to 15 days for standard shipping and within 5 to 10 days for express shipping. Please visit our Shipping Info page for more information on your specific location. Once your order has started its journey to you, we will send you an email with tracking information. 

WHY IS THERE NO TRACKING UPDATE?

As some packages are shipped internationally, you may not see updates via local couriers until the package is cleared by local customs and entry is granted into your country. If your order is still under the estimated delivery time frame, kindly wait patiently. Once this process has been completed, you will see tracking updates.

WHY DOES IT SHOW DELIVERED, BUT I DID NOT RECEIVE?

Please have a check in your mailbox and ask your neighbors if they have your package. For more details, you can contact the courier company, you can also contact us for help.

THE TRACKING SERVICE SHOWS THAT THE ATTEMPTED DELIVERY OF MY PARCEL WAS UNSUCCESSFULLY. WHAT CAN I DO?

Typically this is due to an incomplete/incorrect shipping address or the courier does not have access to the delivery location.
Please contact the courier to reschedule the delivery of your package.

Return & Refund

WHAT IS YOUR RETURN POLICY?

We have a 14-day return policy, which means you have a maximum of 14 days from the date you've received all your purchased items in the same order to submit the return request. For more information our Return policy, please check it on our Refund Policy page.

WHAT SHOULD I DO IF THERE'S SOMETHING WRONG WITH MY ORDER?

Please contact us ASAP. Email us with your order number, information regarding the problem and provide pictures if there is any damage: service@thecommense.com

WHEN WILL I RECEIVE MY REFUND?

After your return has been processed and returned to our facilities, please expect up to 7 days for the refund to hit your bank account. Like always, we stand on the side of overcommunicating when it comes to the important things so we will send you and email once your return package has been received and your refund is on the way to your bank account. If you haven't received an email from us within 28 days please contact us.