Help Center (FAQs)
Welcome to the official FAQ Page of Penyelesaian. This guide provides accurate, policy-aligned answers to the most common customer questions. All information is synchronized with our Shipping Policy, Return & Refund Policy, Cancel/Change Order Policy, Terms & Conditions, Privacy Policy, and Payment Methods Policy.
If you need additional assistance, our Customer Support Team is available Monday – Saturday, 8:00 AM – 7:00 PM (EST).
1. Orders & Account Questions
Do I need to create an account to place an order?
No. You may place an order as a guest. However, creating an account allows you to view order history and track purchases more easily.
How do I place an order on Penyelesaian.com?
Simply select your product (dress, bag, chain belt), choose any applicable options, and proceed through secure checkout. You will receive an order confirmation by email.
Can I change or cancel my order?
Yes—but only before your order has entered processing. Changes or cancellations must be made before the 5:00 PM EST cut-off time on the same day of purchase, Monday–Friday. Once processing begins or the order is shipped, no changes or cancellations are allowed.
What if I entered the wrong address?
Contact customer support immediately. If the order has not yet been processed, we will update the address. If the order is in fulfillment or shipped, we cannot modify the address.
Why didn’t I receive my order confirmation email?
Check your spam or promotions folders. If still not found, contact support with your name and email so we can resend it.
2. Shipping & Delivery
What are your shipping timelines?
We follow the exact timeframes listed in our Shipping Policy:
| Step | Timeline |
|---|---|
| Handling Time | 1–2 business days |
| Transit Time | 2–6 business days |
| Order Cut-Off Time | 5:00 PM EST, Monday–Friday |
| Shipping Fee | Flat Rate: $6.99 |
Which carriers do you use?
We ship through USPS, UPS, FedEx, and DHL eCommerce, depending on destination and availability.
Do you offer order tracking?
Yes. Tracking details will be emailed once your order ships.
My tracking number isn’t updating—what should I do?
Tracking may be delayed during carrier transfers or customs inspections. If no updates appear for more than 3–5 days, contact our support team.
Do you ship internationally?
Yes, we ship to most international locations unless restricted by carrier or legal regulations.
3. Returns & Refunds
What is your return policy?
We allow returns within 70 days of delivery. All returns are free, with no fees and no restocking cost.
Do I have to pay return shipping costs?
No. Return shipping is free for all eligible items.
Which items qualify for return?
Items must be unused, unworn, unwashed, in original condition, and in original packaging. Final-sale or heavily damaged items caused by customers are not eligible.
How do I start a return?
Email our support team with:
- Your order number
- The item(s) you want to return
- A brief explanation
- Optional photos
How long does a refund take?
Refunds are issued within 10 days after your returned item is received and inspected. Funds go back to your original payment method.
Do you offer exchanges?
We do not offer direct exchanges. You may return your item for a refund and place a new order.
4. Payment & Billing
What payment methods do you accept?
We accept major credit/debit cards, digital wallets, and secure online payment gateways.
Is my payment information safe?
Yes. We use encrypted payment processing and never store full card details on our servers.
Why did my payment fail?
Reasons may include incorrect billing information, insufficient funds, bank restrictions, or security filters. Try again or contact your bank.
5. Product Information
Are the product images accurate?
Yes. All images reflect the real appearance of each product. Minor variations may occur due to screen differences.
Will sold-out items be restocked?
Some items may be restocked depending on supplier availability. You can subscribe to restock notifications on the product page if available.
6. Privacy & Data Protection
How do you use my personal information?
We use your information for order fulfillment, shipping, internal operations, fraud monitoring, customer communication, and legal compliance.
Do you share my data with anyone?
We only share data with payment processors, shipping carriers, and operational service providers. We never sell personal data.
Do you use cookies?
Yes. Cookies help improve site performance and personalize your experience. You may disable cookies through your browser.
7. Canceling or Changing an Order
How much time do I have to change or cancel my order?
Requests must be made before 5:00 PM EST, Monday–Friday. After that, orders are locked for processing.
What if my order has already shipped?
We cannot cancel or change shipped orders. However, you may request a return within 70 days.
8. Customer Support
How can I contact customer service?
You may contact us through the official channels listed on our website.
How long does it take to get a reply?
Most inquiries receive a response within 24–48 hours.
9. Policy Compliance
Are all purchases covered by your official store policies?
Yes. All purchases follow our Shipping, Return & Refund, Privacy, Terms, Payment Methods, Cookie Policy, Disclaimer, Intellectual Property Rights, and DMCA Policy.
Where can I read all of your store policies?
All store policies are available in the footer of Penyelesaian.com.
Still Need Help?
If your question is not listed here, feel free to contact our support team. We are committed to providing clear, respectful, and policy-aligned assistance.