FAQ

HOW DO I REQUEST A RETURN OR EXCHANGE?  

You can check the details HERE.

ARE RETURNS FREE?

The shipping cost incurred for CA&US orders are covered if return labels can be generated. The shipping cost incurred for international orders(outside CA&US) are not covered by us.  

DO I NEED TO RETURN THE WHOLE SET?

We would need to get the full set (top and bottom).

WHAT IF THE ITEM I RECEIVED IS DAMAGED OR FAULTY?  

We will try our best to ensure that all items sold are of the highest quality. However if you do receive the package damaged or faulty, please email us at customerservice@visualmood.com as soon as possible so we can urgently review the matter for you.

WHAT IF THE TRACKING SHOWS DELIVERED BUT I DIDN'T RECEIVE ANY PACKAGE?

Please contact us at customerservice@visualmood.com within 15 days of delivery date. We will try our best to contact our shipping carrier and create investigation on your order. Measures would be taken if your package was claimed as lost. 

WILL I HAVE TO PAY ANY DUTIES AND TAXES ON MY ORDER?

Buyers are responsible for any import duties, customs and taxes it may apply. These will be due at the point of, or after delivery.

Please understand that we do not have any control for any duties, customs and taxes levied by the designated country. The cost varies according to different policies, so please contact your local customs office to get related information. 

HOW CAN I TRACK MY ORDER?  

When your order is shipped, a confirmation email with tracking number will be sent to your registered email. 

If you did not receive this email, please email us at customerservice@visualmood.com

WHAT SIZE SHOULD I ORDER?

You can email us at customerservice@visualmood.com for personal guidance.

You can also turn to our size chart, which can be found in each product listing.

CAN I USE MULTIPLE COUPONS/DISCOUNTS AT A TIME? 

No. Only one coupon/discount can be used at a time. If you want to use different coupons/discounts, please place separate orders and apply for different coupons/discounts. 

CAN I DO PRICE MATCH IF BOUGHT ITEM IS ON SALE? 

Yes. We accept price match for the entire order only(not single items) within 15 days of your order date. Please contact us at customerservice@visualmood.com with your order number.  

WHERE DO MY ORDERS SHIP FROM?

We have several warehouses in Toronto and Asia, we dispatch the packages according to inventory quantity in different warehouses. 

Most orders would be dispatched from Toronto. If you have special request, please email us at customerservice@visualmood.com 

WHICH SHIPPING CARRIER?

Canada: Canada Post & Local Carriers

United States: USPS & DHL

Other Countries: DHL or other Carriers

Mostly Visual Mood ship with these carriers. If you have special request, please contact us before your order has been fulfilled. 

WHAT PAYMENT METHODS DOES VISUALMOOD ACCEPT?

Currently we accept Credit Card Payments and PayPal payments. If you need anther method of payment, email us directly at customerservice@visualmood.com We are happy to help!