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ISSI BOUTIQUE

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FREQUENT ASKED QUESTIONS


GENERAL


WHAT IS ISSI BOUTIQUE?

ISSI BOUTIQUE aims to express the love of fashion. Our mission is to create an easy-to-shop platform for luxurious fashion to the customers we serve.

 

WHAT CAN I EXPECT WHEN SHOPPING ON ISSI BOUTIQUE?

ISSI BOUTIQUE is an online luxury specialist retailer.  Members can narrow their search with enhanced filters to shop by category, designer, color, size and more from product-specific catalogues that list the full range of items currently on sale.

 

This platform features a global community of multi-brand products, making even the rarest luxury item easily accessible to our members across Asia Pacific.

 

AN ITEM THAT I WANT IS SOLD OUT. WILL IT BE AVAILABLE AGAIN?

We are unable to guarantee the restock of items that have been sold out. However, you can add the item to your wishlist and be notified via email when it is back in stock.

 

WHY ARE OUR PRICES LOWER AS COMPARED TO RETAIL PRICES?

ISSI BOUTIQUE secures its merchandise from various trade sources in different locations and territories. As we bring these merchandise to you via an online platform, we incur lower overheads and are able to share these savings with you!

 

HOW DO I ADD AN ITEM TO MY WISHLIST?

To add an item to your wishlist, simply tap on the ‘Wishlist’ button located on the product page. Selected items will be added into your 'Wishlist'. You can alternatively find them saved under the 'My Account' -> My Collection’.

 

PAYMENT


WHAT PAYMENT METHODS DO WE ACCEPT?

We currently accept pay via VISA card / Master card / PayPal.

 

DO I NEED A PAYPAL ACCOUNT IN ORDER TO PURCHASE ITEMS?

No, you can opt to pay by VISA / Master cards without having a PayPal account.

 

When you are redirected to the PayPal payment page, you will be presented with two options:

  1. Pay using credit card
  2. Log in to PayPal account.

 

WHICH CREDIT CARDS DO YOU ACCEPT FOR PAYMENT VIA PAYPAL?

We currently accept VISA, MasterCard and American Express.

 

SHIPPING


For the purchase made in Hong Kong SAR/Macau, delivery fee is FREE.

For overseas purchase, a corresponding delivery fee as per delivery region as stated below will apply:


DELIVERY  REGION

DELIVERY  FEE  

MIN. ORDER
FOR
FREE SHIPPING

TIME

HK & MACAU

FREE

FREE

2-3  DAYS

ASIA PACIFIC

$250  HKD

$2800  HKD

5-7  DAYS

USA/CANADA

$30  USD

$335  USD

5-10  DAYS

EUROPE ZONE 1*

€40  EUR

€335  EUR

5-10  DAYS

EUROPE ZONE 2**

€60 EUR

€335 EUR

5-15  DAYS

EUROPE ZONE 3***

€83 EUR

€335 EUR

5-15  DAYS


Remarks: Exchange rate with fluctuation applied.

*Europe Zone 1: Belgium, Britain, France, Germany, Italy, Luxembourg, Netherlands

**Europe Zone 2: Austria, Bulgaria, Czech, Denmark, Finland, Greece, Hungary, Ireland, Poland, Portugal, Romania, Slovakia, Spain, Sweden

***Europe Zone 3: Croatia, Estonia, Latvia, Lithuania, Slovenia

Please Note: Delivery fee will be included at checkout (if applicable).

 

HOW DOES THE DELIVERY FEE APPLY?

All item(s) cost will be added up to give a Subtotal. Coupons will be applied at this stage, and this will reflect your total purchase cost.

 

Based on your total purchase cost,respective delivery fee will be added on.

 

You will be responsible for the required import duties, customs and local sales’ taxes levied by the destination country. Payment of these charges is necessary to release your order from customs. Our courier will contact you with the details of any import charges to be paid.

 

HOW LONG WILL MY ITEM(S) TAKE TO ARRIVE?

We aim to deliver your item(s) as soon as we can from the date of order received and payment confirmed. Normally, we will pack the order within 2 business days and send to SF Express for delivery.  Estimated delivery period can also be found below:

 

COUNTRY

ESTIMATED DELIVERY (BUSINESS DAYS)

Hong Kong SAR/Macau

3 - 7 days

Others

5 – 15 days

 

DO I NEED TO SIGN FOR MY ORDER?

All purchases are insured against theft and accidental damage whilst in transit from ISSI BOUTIQUE to your shipping address, thus requiring a signature upon receipt.

 

We are unable to redirect orders once items have been dispatched, so please ensure there is someone who can receive your order at the specified shipping address.

 

COUPONS


WHAT IS A COUPON?

A coupon is a written code that offers a specific discount or promotion to offset your purchases. The coupon is restricted to its terms and conditions and an expiry date.

 

HOW DO I USE A COUPON?

Simply enter the coupon code into the'Coupon' box upon checkout. Please check the terms and conditions and expiry date of the coupon first, before entering the code.

 

ORDERS


HOW DO I KNOW IF MY ORDER HAS BEEN RECEIVED?

You will receive a confirmation email from us with the details of your order. This email also indicates that your order has been received in our system and processed before it is being prepared and shipped to you.

 

CAN I CANCEL MY ORDER?

Once we have received your order, we strive to ship it to you as quickly as possible. We regret to inform that we are unable to cancel your order once it has been placed.

 

CAN I CHANGE MY ORDER AFTER IT HAS BEEN PLACED?

As we work swiftly to process and ship your order, we regret to inform that it is not possible for us to change your order once it has been placed and confirmed. This includes not being able to change the delivery address. Therefore, before you process your order and payment, do check to ensure that everything is in order and to your satisfaction.

 

CAN I TRACK MY ORDER?

You will receive an email from us when your item has been shipped. Simply click on the link in the email and you will automatically be redirected to ‘My Account’ -> ‘Order List’.

 

PACKAGING


HOW WILL MY ITEMS BE PACKED?

ISSI BOUTIQUE orders will be carefully packed in our exclusive packaging with standards that match or exceed luxury retail stores.

 

Designer bags will be delivered in our signature Purple Blue ISSI BOUTIQUE boxes.

 

Shoes, accessories, small leather goods and apparels may be delivered in either the item's original packaging (if available) or in our corrugate box.

 

RETURNS & REFUNDS


WHAT IS GOODS RETURN POLICY?

We take great pride in our reputation for quality and excellent value. We adhere to our Goods Return Policy upon receipt of order by the customer, subjected to our returns policy:

 

  • Merchandise must be returned unworn, unused, unwashed, and undamaged, with all tags attached and the original packaging included.
  • Footwear and accessories must be returned with the original branded boxes and dust bags, where provided, and placed inside a protective outer box for shipping.
  • When trying on footwear, please take care not to mark the soles or damage the shoe box.
  • If an item has brand tag attached, it must be returned with the tag in its original position.
  • Products purchased online cannot be returned to our stores.
  • Goods exchange are not allowed (except for size changing).
  • Any special promotion products are not eligible to be returned

 

Please take care when trying on your purchases and return them in the same condition you received them. Any returns that do not meet our policy will not be accepted.

 

HOW WILL I BE REFUNDED?

There fund will be processed to the credit card originally used for payment.Refunds may take up to one billing cycle to appear on your credit card statement, depending on your bank or credit card issuer.

 

Please note that if you have received a gift and would like to return it for a refund,the person who originally purchased the gift will receive the refund.

 

All returns will be reviewed by ISSI BOUTIQUE and we reserve all rights to approve/deny any return value.

 

HOW DO I RETURN AN ITEM?

Below are the detailed steps:


  1. Send us an email with the photo of return goods to cs@issifashion.com and stating ‘Goods Return Request’ at the mail header within 7 days of receiving our goods.
  2. After obtaining the “Return Recognition Number” from our Customer Care team by return mail within 2 business days of receiving your goods return request mail,please fill out the Returns Form that came with your parcel and input “Return Recognition Number” at “COMMENTS” section. Please take note that if the forms are not complete, the package will not pass Customs and will be returned to you.
  3. Make sure the merchandise you return is in its original condition, tags and packaging included, otherwise we will be unable to accept your return and issue a refund.
  4. Send back the goods with full package, invoice, and attaching completed Return Form to us within 14 days of your goods receiving date through the same logistic carrier. Alternatively you can send us the request mail at cs@issifashion.com and we will inform you the address accordingly. You can directly give us the returned goods to our office.


 

All returns must be shipped from the same country they were purchased from.

Once your package reaches the warehouse, please allow 3 to 7 business days(depending on peak times) for your return to be processed. If your return does not meet the conditions listed, the package will be sent back to you.

 

For size changing request, we will send out the exchanged goods within 2 business days after return confirmation with sending you the confirmation email.

 

WHAT IS THE TIME FRAME FOR THE REFUND PROCESS?

The refund timeline for the specific payment methods are as follow:

  • PayPal: 2 to 3 business days
  • VISA / Master cards: 5 business days

 

WILL I INCUR ANY FEES WHEN RETURNING AN ITEM?

For all items eligible for returns, original delivery fee, taxes and duties will not be refunded.