FAQs

Below FAQ are some common concerns of our clients before purchasing the theme, if you have other questions, please just send it to cs@multicustomize.com

When can I expect to receive my shipment?

All orders are shipped from our warehouse within 3 business days of the order being placed. Shipment will arrive in between 5-15 business days after the shipment date, depending on the availability of the carrier provider and location. We do apologize that shipment delay may occur if the shipment requires Customs clearance or inspection, or transportation delay caused by carrier service.

Upon shipment, you will receive an email with your tracking information so you may track the package online. 

Which countries do you ship to?

Currently, we do ship worldwide. But in case your country may not be supported by our logistics, we will inform you right away and make necessary changes to your order. To know more about our destination listings, contact us via Email: cs@multicustomize.com

How can I change my Shipping Address?

Changing of address is only allowed on or before 11:00pm (PDT, -7 GMT) on the same day of placing an order. You may contact us via Email: cs@multicustomize.com to request for such changes.

Can I deliver to another address, other than my card billing address?

Yes, it is possible.

How is my order shipped?

Orders are shipped during regular business days, excluding holidays. Any orders placed on Saturday or Sunday will be shipped the following Monday.

I forgot to add an item to my order; can I make a change before it ships?

Once your order has been completed, the order goes almost immediately to processing and then it’s sent to the warehouse to ship. To get your order to you as fast as possible, no changes can be made at this stage. Please place a new order on the website for the additional items. Remember, shipping is free!

Can I change the color/size of what I just ordered?

Once your order has been submitted successfully, the order goes almost immediately to processing and then it’s sent to the warehouse to ship. To get your order to you as fast as possible, no changes can be made at this stage. Please contact us immediately to cancel the order. Otherwise, we’d be happy to start a return for you for the looks you didn’t mean to order.

Why is my order not being delivered in the time estimated?

Shipping estimates are provided by UPS and DHL. We have been advised that some customers may experience delays due to COVID-19 safety protocols. Sorry for the inconvenience!

How can I track my order?

We've actually made this super simple! You can click here to see the status of your order.

What do I do if I didn't receive my shipment?

If you think that your package is lost or delayed, please contact our Customer Support Team with your order number, and we will review the information to see how we can best assist you. We want to ensure that all our customers are able to receive and enjoy their products, and we will try our best to make that happen!

In the case that a shipment has been marked as delivered but not actually received, here are a couple things you can do before contacting our team:

- Check with your neighbors, building management, or security to see if they may have received it on your behalf.
- Contact your local post office as they may be holding the package at their facility following an unsuccessful delivery attempt.

How do I use the Discount Code?

You can redeem your Discount Code at the checkout page.
Please note codes are not case sensitive. Even though, we still suggest that you copy and paste your Discount Code to ensure that the code is accurately entered.

IMPORTANT:

If you are using PayPal, please be assured that the payment will not go through before giving you a chance to enter your discount code. You must click on “pay now" in PayPal to be redirected to our website, where you can enter your discount code.

You might not be able to use a discount code on some products that are already heavily discounted. If you believe there is a mistake or if your discount code is not working, please contact us. We will do our best to assist you as soon as we can. Please be sure to let us know which code you are trying to use.

Question I've forgotten to use my discount code, can you help?

If you've already placed an order but forgotten to input your discount code, don't worry, we can definitely help.

Please contact us with your order number and we can refund the discount part if it has not been fulfilled yet, no questions asked!