FAQs
Orders
How do I know if my order was placed successfully?
After your order is submitted, you will normally receive an order confirmation using the contact information provided at checkout.
Can I change or cancel my order?
Please contact us as soon as possible. Once an order has entered preparation or shipment, some changes or cancellation requests may no longer be possible.
Any statutory cancellation rights available under applicable law remain unaffected.
Can items in the same order arrive separately?
Yes. Where reasonably necessary, different products may be prepared or shipped separately depending on inventory and fulfilment arrangements.
Shipping & Delivery
Where will my order be shipped from?
Orders may be fulfilled from different locations depending on inventory, destination and operational arrangements.
The shipping location may differ from the registered address of the company operating and selling through the Site.
How can I track my order?
Where tracking is available, tracking information will normally be provided after dispatch.
Why has my tracking information not updated?
Tracking systems may take time to refresh.
A temporary pause in tracking updates does not necessarily mean that the parcel has been lost.
What should I do if my order is delayed?
If delivery appears significantly delayed, please contact us with your order information. We will review the available tracking and delivery details.
What if my parcel is lost or damaged during delivery?
Please contact us with your order and tracking information.
We will review the available delivery records and help determine the appropriate next step according to the circumstances and applicable consumer rights.
Can I refuse a parcel and ask the carrier to return it?
Please contact us before refusing a delivery or asking a carrier to return a parcel.
An uncoordinated refusal may affect how and when the parcel is returned and may delay any refund or other resolution.
The final handling will depend on the parcel status, circumstances and applicable consumer law.
Products
Will the product look exactly the same as the images?
We make reasonable efforts to present products accurately.
Slight differences may occur because of photography, display settings, materials, production methods or normal variation.
Can measurements vary slightly?
Yes. Minor differences may occur because of measuring methods and normal production variation.
How should I care for my bag?
Please follow the relevant product information and our Care Guide.
If you are unsure whether a cleaning or treatment method is suitable, contact us before using it.
Product Issues & After-Sales
What if my bag arrives damaged or has a missing part?
If your bag arrives damaged or a part appears to be missing, please contact us as soon as reasonably possible with your order information and clear photos of the issue.
This may include problems involving closures, fittings, stitching or other parts supplied with the product.
We will review the circumstances and provide an appropriate solution according to the issue, product availability and applicable consumer rights.
What if a zip, fitting or another part develops a problem?
If a product develops an issue that appears to relate to its manufacture or construction rather than normal use, please contact us with the relevant order information and details of the problem.
Normal wear, accidental damage and issues caused by unsuitable use or care are assessed separately.
What information may be needed to review a product issue?
Depending on the situation, we may ask for order details, photos, video, packaging information or other reasonably necessary information.
This helps us understand what happened and determine an appropriate solution.
Returns & Refunds
Can I return an item if I change my mind?
Eligible returns are handled according to our Returns & Refunds Policy and the consumer rights that apply in your country or region.
What if my item arrives damaged, incorrect or incomplete?
Please contact us as soon as reasonably possible with your order information and details of the issue.
We may request reasonable information to help us review the situation.
Where should I send a return?
Please wait for return instructions from our customer service team.
The company registered address, original shipping location and actual return address may be different.
How will I receive my refund?
Approved refunds are normally returned to the original payment method.
How long will a refund take?
Once a refund has been initiated, the time required for the funds to appear may depend on the bank, card issuer or payment service provider.
Any mandatory refund period required by applicable law will continue to apply.
Payments
Which payment methods can I use?
The payment options currently available for your order will be displayed at checkout.
Why was my payment declined?
Payments may be declined or require additional verification by your bank or payment provider.
For security reasons, we may not always be able to see the exact reason.
Why do I see a pending payment?
An unsuccessful or interrupted payment attempt may sometimes appear temporarily as pending or authorised.
This does not necessarily mean that a completed charge has been collected.
What if I think I have been charged twice?
Please contact us with the relevant order and transaction information.
When providing payment-related information, do not send complete card details, security codes or other confidential financial information.
Wholesale
Do you offer wholesale?
Yes.
Wholesale enquiries are considered according to the products, quantities, delivery destination and business requirements.
Please visit our Wholesale page or contact us for more information.
Customer Support
How can I contact Angelkiss?
For questions about products, orders, delivery, returns, payments or after-sales support, please contact:
