FAQs covered in this article
Payments
Orders & shipping
Returns & refunds
Payments
Why is my payment being rejected?
This usually happens when the card is not supported, or the billing address doesn’t match.
→ Learn how to resolve payment issues
Can I use my own shipping account?
Yes. You can connect a DHL, UPS, or FedEx account to access better rates at checkout.
→ Learn how to connect your shipping account
Orders & shipping
How can I track my order?
Go to My Account > Orders and click “Track” next to the order (once a tracking number is added).
→ Learn more about tracking your order
What should I do if my order hasn’t arrived?
Check your tracking link under My Orders.
Contact your supplier or platform support for more information.
Who do I contact if there’s a problem with my order?
Use the 24/7 Messenger (bottom-right corner of the page, click on the ‘?’ icon). You can also submit a support ticket or contact the platform administrator via the Contact Us page.
→ Learn more about support options
How can I verify a product before buying?
Every product listed on the platform has been authenticated. Suppliers must submit a physical sample of each textile they want to publish, this is required for our technology provider to photograph, digitize, and verify that the product exists and meets quality standards.
You can also order swatches ($2.50 each) or test small batches starting from 5 meters before committing to a larger order.
Do your products meet safety and quality standards?
Yes. All listed products comply with international quality, social, and environmental standards.
→ Review our quality guidelines
Returns & refunds
What is your return policy?
We do not accept returns unless the item received is completely different from what was ordered.
→ Learn more about our full return and refund policy
What protections are in place if an item is not as described?
Notify the platform administrator immediately using the Contact Us page (found in the footer) to open a case.
