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FAQ
Orders
In most circumstances it is more than likely that you have entered your email address incorrectly or it has been sent to your spam folder. Please email [email protected] with your name and order number after checking this. Our team will amend this for you as soon as possible to ensure you receive all tracking updates.
We strive to ship within 24 hours. Delivery times can vary based on your shipping destination. We offer delivery Monday – Friday.We DO NOT offer delivery on Saturdays. Orders placed Friday- Sunday will ship out the following business day, excluding holidays.
If your order has not yet been picked and packed you are able to request a cancellation. If you have any questions please email our team at [email protected].
We will do our best to make any changes to your order before dispatch but unfortunately we cannot guarantee this is possible. Please email us within 1 hour of placing your order to ensure the best chance of our team to make any relevant updates to an item or postal address. There may also be other delays which will prevent us from making amendments in time such as weekends, public holidays and sales periods.
Please note, we cannot make any amendments to international orders at this time (other than address adjustments). We apologise for the inconvenience and hope to be able to offer this in the future.
We currently accept Visa、Mastercard.
All sale products are Final Sale. When an item is final sale we do not allow returns unless an item is received damaged.
We do not offer price adjustments. Any questions reach out to [email protected].
After placing an order, you will receive an order confirmation with your order number. If you have a customer account with us, you can track the status of all of your orders in your account. When your orders ships out, you will receive a tracking number.
Discount codes should be applied in checkout. Please note we can not apply any discount code after an order has been placed. Discount codes do not work on sale product.
Typically orders take anywhere from 24 hours to ship out from our warehouse. If you have not received your order please contact our customer service team at [email protected].
If you were shipped damaged merchandise, please reach out to customer service at [email protected]. Please attach a photograph of the damage in your email in order to expedite the return.
Shipping
Depending on the state of your order, our customer service team can help change your shipping address. Please contact us at [email protected].
We do not offer Saturday delivery.
Please reach out to our customer service team if you believe you package is lost/stolen. We will file a claim on your behalf two weeks after the expected delivery date. Please note these claims can take up to 31 days to process after they are submitted. If the package has not been located after 31 days we will move forward with next steps. Taineo is not responsible for any lost or stolen packages that note delivery confirmation to the correct shipping address.
We process orders on business days, which are Monday to Friday.
We strive to ship within 24 hours. Although rare, unexpected delays can occur during peak and sale periods. We truly appreciate your patience and understanding.
You will receive an option prior to delivery by the postal company if you prefer the item be taken to a local Post Office. Please note, if there is no safe place to leave your parcel the postal company will likely take your parcel to a local Post Office.
Delivery times may vary depending on your delivery destination. Please check the Shipping page for specific delivery times.
Kindly note, these timeframes are an estimate provided by our couriers and there may be delays due to weather, or delays within the postal company itself that we may be unaware of. Custom delays may also affect shipping timeframes.
Returns and Exchanges
You have 30 days from the date of delivery of your order to return your purchase.
The items must be in perfect condition with all tags attached.
From the moment we receive your return it can take up to 30 days to be processed.
Once your return is registered via our website, an email is sent to you within minutes giving you all the necessary information to send the package to our warehouse. We provide you a label and your commercial invoice. In case of doubt or if you do not receive these elements by email, please contact us at [email protected].
For exchanges of size for the same product, please contact us [email protected]. A return label will be created at your expense, to return the garment and we will create a new order with the new size desired.Please note that exchanges are only possible if the size you wish to receive is available !
For the smooth running of the returns, this is not recommended. Indeed, each order number has its own pre-paid label with a link to follow its arrival in the warehouse. Putting several orders in the same package does not allow us to track the return correctly as well as the products inside, which will cause important delays.
After submitting the return application email, please wait for our authorization reply. After authorization, we will send a return shipping label by email. Please attach the label to the package and safely package the item and send it back to the specified address.
After you get the return authorization, we will send the return shipping label by email. Please be sure to attach this label to each return package, otherwise the return cannot be completed.
If the item is returned due to damage or defect, we will bear all shipping costs and refund the full amount. For non-quality returns, the return shipping cost and original shipping cost (if any) are borne by the buyer.
If your return has arrived back to our warehouse and has not been processed within 5 days, please email us at [email protected] to help resolve the matter.
Once the refund application is approved, we will process the refund within 2-5 business days and automatically refund it to your credit card or original payment method. It may take up to 10 days for the bank to receive the refund.
Please contact your credit card company or bank to confirm the processing progress. If you still have not received the refund, please feel free to contact us at [email protected].
General
In general, Taineo dresses are designed and cut to run true to size. However, the style can influence how a dress fits on you. We recommend using our size guide.
The specific size guide for each product can be found on the product page.
If you no longer wish to hear from us, please contact [email protected] to unsubscribe.
After logging into your account, you will be able to view all order history. Please contact us if you have any questions.
If you need to reset your password, you will be prompted to do so on the account login page. Please contact us if you have any questions.
If an item you are looking for is showing out of stock, please contact our customer service team at [email protected].
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