FAQ

ORDERS

Step 1. Add the desired item and quantity to your shopping cart.

Step 2. Click the shopping cart icon.

Step 3. Review your order and click Checkout.

Step 4. Sign in or Register.

Step 5. Confirm your shipping details and payment method, and complete the payment.

We will send you an email once your order has been shipped. Please Sign into ‘My Account’ and click ‘Order History’ to check your order status. You can choose to email us at service@thecommense.com to get information on your order.

If you wish to cancel your order, please do so through your order confirmation email. Once your order has left the warehouse, we are unable to make any changes and you must wait until it is delivered. Once your order is delivered, you can request a free return if you order from the U.S.. If you order outside of the U.S., you will need to pay for the return shipment.

They are not. Unfortunately, we do not have a say on customs and duties fees. All Customs and Duties Fees are the responsibility of the customer to be paid upon receipt of package. The amount varies from country to country and depending on item(s) ordered.

PRODUCT

Our size guide is a general guideline for recommending what size we think is best, but keep in mind that some pieces might fit differently depending on the styles, such as oversized sweatshirts and t-shirts which run bigger than the general guidelines. If you have any questions about specific measurements please contact us so we can make sure you're satisfied with your decision.

We sell products that we believe to be of high quality and reliability. Before shipping each product to our customers, our Q&C personnel will conduct detailed check of the items to ensure the high quality.

PAYMENT

We accept Visa, MasterCard, Maestro, Discover, JCB, Diners Club, and PayPal.

For credit cards, please note the billing address entered on your order must match the billing address on file with your bank, otherwise our system might think it's fraud.

If you don't have a credit or debit card, we suggest using PayPal due to its speed and security of your purchase. If you have a PayPal account, please choose PayPal to complete your payment. If you don't have a PayPal account, please go to this link to register first: https://www.paypal.com. Then you can pay with PayPal on our website.

If you don't have a Paypal account, surely you can use your credit/debit cards to complete your payment. Please be assured that we do not collect nor save your credit/debit card number or personal information when you make a payment. For questions regarding your transactions on our site, please consult your card-issuing bank for more information.

If you are experiencing error messages when making a payment, please be sure you have entered the correct details by double-checking your information. Check with your bank to ensure there are no problems with your account. After this, please contact our customer service here and submit details, we will investigate further.

To help us resolve the issue for you, please include as many of the following details as possible (don't worry if you're not very technical or are unsure about any of the below; just give us as much information as you can:

1. What operating system you are using (e.g. iOS, Android, Windows Vista, Mac OS X).

2. What Internet Browser you are using or if via our App (e.g. Internet Explorer 8, Firefox, Safari, Chrome).

3. What payment method you were trying (e.g. Google Pay, Visa, Net Banking).

4. A description of the problem and when the problem occurred.

5. If you receive an error message, please include it in your message to us and provide us with a screenshot if possible.

6. Include your order number and your email address.

DELIVERY

We ship globally to all destinations that our carriers provide service to. Please visit our Shipping Info page for more information.

Normally it will take a few days to prepare your items before shipment. The shipping time depends on shipping methods. You can check for more information on our Shipping Info page.

Orders typically arrive within 7 to 15 days for Standard Shipping and within 5 to 10 days for Express Shipping. Please visit our Shipping Info page for more information on your specific location. Once your order has started its journey to you, we will send you an email with tracking information. Please note that COVID-19 may impact delivery times, with some carrier services experiencing unexpected delays in transit or slight delays in providing tracking details.

As some packages are shipped internationally, you may not see updates via local couriers until the package is cleared by local customs and entry is granted into your country. If your order is still under the estimated delivery time frame, please wait patiently. Once this process has been completed, you will be able to see tracking updates.

Please check your mailbox thoroughly and ask your neighbors if they have your package. For more details, you can contact the courier company, and of course you can also contact us for help.

Typically this is due to an incomplete/incorrect shipping address or the courier does not have access to the delivery location.
Please contact the courier to reschedule a delivery of your package.

RETURN & REFUND

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. For more information regarding our return policy, please check it on our Return Policy page.

Please contact us ASAP. Email us with your order number and detailed information regarding the problem and provide pictures if there is any quality issue: service@thecommense.com

After your return has been processed and returned to our facilities, please estimate up to 7 days for the refund to hit your bank account. As always, we stand on the side of overcommunicating when it comes to important things so we will send you an email once your return package has been received and your refund is on the way to your bank account. If you haven't received an email from us within 28 days, please do not hesitate to contact us.