The item I want is out of stock in my size. What can I do?
Is it possible to change my shipping method?
Yes, but this is only possible if your order has not been dispatched from our warehouse. You may wish to drop us an email at firstname.lastname@example.org and we will try our best to assist you.
Is my order confirmed once i check out successfully?
No, all products are subject to availability. In the event that your item(s) is not available, we will inform you within 3 working days from the order date. For such cases, the payment will be refunded via the original mode of payment. Or you may simply request exchange to another item within the payment cost.
How do I check on the status of my order?
To check on the status of your order, please login to your account or simply use our chatbot and let us know your order number for us to track for you.
How do I redeem a promo code?
From time to time, Actually issues promotional codes to our customers. These offers may include a “promo code”, which may be activated under the ‘Promotional Code’ section of the checkout process. Enter the code, and then click the ‘Apply Discount’ button. T
he discount or special offer will be applied to your order. If your promo code fails to activate it, it could be because it has expired, or perhaps the items in your shopping bag are not eligible.
Do note that promo codes cannot be used in conjunction with any other offer or promotion, and only one discount can be used per order. Kindly bear in mind that the promo code has to be entered upon check-out to be valid.
Do you allow Bulk purchases?
Bulk purchases for a particular product above 3 pieces of the same design/size/model. Kindly email in to email@example.com. Kindly bear in mind that we will automatically cancel and refund your order if so.
*For KEEN Footwear, only 2 pieces will be allowed of the same design/size/model. If so, order will be automatically cancel and refund*
How long does it take for my order to be shipped out?
Once payment has been received successfully, please give us 1 - 3 working days to dispatch your items. However, kindly note that shipping times are subjected to availability of merchandise.
How do I track my package?
Singapore: To track your package, kindly refer to the email containing the tracking number. Please enter the tracking number provided into https://tracker.janio.asia/ Do note that this method is only applicable to orders shipped via Standard Courier Shipping.
International: Tracking your package when you're based out of Singapore is actually really simple. Once your order has been dispatched, you will receive an email containing the tracking number and a link to our shipping carrier's website. Detailed instructions will be included in that email as well, so just keep a look out for it.
What can I do if I have yet to receive my package?
Please drop us an email at firstname.lastname@example.org and we’ll get back to you regarding your package.
How long does it take for my order to arrive?
Singapore: Orders shipped via Standard Courier Shipping will take about 2 – 3 working days. Do note that the delivery time is not inclusive of verification and administrative process.
International: For customers based out of Singapore, orders will be delivered via Janio or Fedex (unless otherwise stated). Estimated delivery time ranges from 3 - 20 working days, and is not inclusive of internal processing and verification time.