FAQ
(Frequently asked questions)
Products
How do I know which size will fit me?
For each product we add size tables that show dimensions of the product. Sometimes we also include body measurements that the product can fit on, but most of the time there will be only product measurements.
If you are not sure about if the measurement will fit you, you can check your other clothes at home and measure them in the places the measurements are provided in the product description (waist, hips etc.). Take into account that it is very important that the material for the clothes you measure at home is the same or similar to our product.
Not all clothes and designs are made the same way and people's bodies are very diverse. So we try to always let you know if the size:
- runs big
- runs small
- or is true to size (TTS).
This should also help you decide which size to choose, if your measurements are in the middle of two sizes.
As a rule of thumb - “unisex” sizes are closer to typical men’s sizes not women’s, so even if you are a woman and usually wear, for example, size “M” hoodie, for unisex clothes even "XS" or "S" might fit you right on, if you prefer to wear your hoodies in a more tight than a baggy way.
We suggest always checking the measurements carefully.
If you have trouble understanding which measurement is right for you, please contact us.
Can I use multiple coupons at checkout?
Sometimes it is possible to use multiple coupons at checkout together. Some of the coupons work only individually.
It is not possible to add coupon for a discounted product. So, if you see a discounted price, another discount won’t apply to the same item. If the FREE shipping coupon is active and you use it in the checkout, that would give you additional savings.
We try to plan our sales and offers, so you can benefit from them as much as possible and we can still keep being in the business to offer you these quirk-ily designed products, so subscribe to our newsletter & watch out for TASTY OFFERS in your mailbox.
Shipping & Delivery
Which locations do you ship to?
We currently ship only to the United States with the exception of some US Remote Areas, such as:
- Alaska, American Samoa, Guam, Hawaii, Puerto Rico, Northern Mariana Islands, Virgin Islands.
We plan to expand the shipping to other regions and countries in 2023!
For more information about Shipping, please refer to our Shipping Policy.
How long is the delivery?
Each item that you purchase is hand-crafted after you have made the order. That means you'll receive fresh and amazing items MADE JUST FOR YOU and we know you WANT them NOW, but "made for you" also means a little bit of patience regarding shipping times.
We offer Standard Shipping, which will take 8 - 17 business days (10 - 25 days including weekends) to deliver the product after the order is submitted (including order processing times). See delivery estimates for each product group.
Please take into account that current global situation for deliveries is not stable due to COVID-19 crisis and even though in most countries it is stabilized, there might still be problems with shipping times worldwide as shipping company schedules are impacted from worldwide delays. Even if the item is shipped within the same country.
Therefore we cannot guarantee best shipping times until the situation is stabilized again and there might be occasional delays.
During seasonal times like Black Friday and Christmas, delivery can take up to 5 more business days.
For more information about possible delays, please see our Shipping Policy.
Do you offer express shipping?
Unfortunately, we don’t provide express shipping at the moment.
Even if we offered express shipping, that would not mean, the total delivery time could be reduced to 3 days, because your awesome items are hand-crafted only after your purchase and the production time can vary between 3 to 8 business days before the items are shipped out. Production with express shipping would add up to approximately 2 weeks (including weekend).
Despite that we are still looking for ways to reduce shipping time and keep the product prices as they are.
In case of a specific situation where it is crucial to receive items quicker, we can individually evaluate shipping upgrade before the purchase is made, depending on the products you order. Please contact us in such a case.
The information on express shipping is available in our Shipping Policy.
How much do I have to pay for the shipping?
We provide multiple flat rates that depend on the cart total amount:
- Order valued up to $49.99 (before taxes) has a flat rate of $4.90
- Order valued $50.00 - $99.99 (before taxes) has a flat rate of $7.90.
- Order valued $100.00 - $149.99 (before taxes) has a flat rate of $9.90.
- If your order value is $150.00 or more (before taxes) we provide FREE shipping.
Information on shipping costs is available in our Shipping Policy.
Will I be able to track my order?
Yes, we provide real time tracking information on most of our orders and are working on providing it to all of the orders.
You will receive your tracking information in your email. In case you don’t or you have some questions, please contact us.
For more information about tracking, see our Shipping Policy.
Why did I receive multiple packages?
Each item that you purchase is hand-crafted after you have made the order. Some products, such as socks or belts may take quicker to create than shoes or hoodies. Some of the products are created in different fulfillment centers (either in the US, Canada or China) to guarantee the best quality and cost possible.
These factors mean that product delivery times may vary, so we ship them out as soon as possible. That also means, products may be shipped separately and you might receive multiple packages, in case you purchase multiple products.
For more information about Delivery, please see our Shipping Policy.
What to do if I haven’t received my package yet?
If you did not receive your items, please contact us. Let us know the situation in detail as well as attach the order number for a quicker resolution.
Read more about missing items in our Refund Policy.
Where do you ship from?
Products are shipped from the United States, Canada and China to guarantee the best quality and cost possible. This is also where our products are created and the fulfillment centers are located.
Please take into account that the Customer (you) is responsible for any import duties and taxes (VAT in Europe) regarding international shipments. Please read more about Customs Duty fees.
Do I have to pay Customs Duty fees and tax?
We ship from the fulfillment centers located in the United States, Canada and China. That means you may be subject to import duties and taxes depending on the country where you are receiving your items. All items entering a foreign country are subject to customs inspection and the assessment of duties and taxes in accordance with that country's national laws.
Customs duties and taxes are assessed, generally, if the items are dutiable and the value of the items is above the threshold set by the country's laws. You should contact your local customs office for further information, because Custom policies vary a lot from country to country.
For example: In the United States, at the time of writing (updated: 25.05.2022.), the threshold for clothing items and shoes is $800. That means you would not need to pay any customs duty fees if the purchase plus shipping is below $800, BUT, this is not something we are able to control or guarantee and you should always contact your local customs office to understand your responsibilities.
In European Union the threshold is much lower and can differ in each EU country.
Cancellation & Refunds
Can I cancel my order?
When you create an order, we do our best to initiate the production of the products as soon as possible so we can offer better delivery times. If the product is already in production, it is not possible to cancel the order and get a refund.
We suggest you double-check the products and sizes before checkout, so you are sure that everything is correct before making the payment.
Some items have a few hours window before being sent to production, when we can still do the cancellation, therefore always contact us as quickly as possible after you have made the order and we’ll try to work with you to find a solution.
Please see our Refund Policy for more information on order changes.
Can I change the product size after the order is made?
When you create an order, we do our best to initiate the production of the products as soon as possible so we can offer better delivery times. If the product is already in production, it is not possible to change the product size.
We suggest you double-check the products and sizes before checkout, so you are sure that everything is correct before making the payment.
Some items have a few hours window before being sent to production, when we can still do the size change, therefore always contact us as quickly as possible after you have made the order and we’ll try to work with you to find a solution.
Please see our Refund Policy for more information on order changes.
Can I change the shipping address after the order is made?
Regarding changes in shipping address - it is most of the time possible to change the address while the products are still in the production.
When the products are given to the courier, it is not possible to do any changes to the address anymore. In case of an address change request, please contact us as soon as possible.
Please see our Refund Policy for more information about order changes.
Can I get a refund?
We'd like you to have the best possible experience interacting with us, therefore we offer a "Quality Guarantee" for you.
We have a 12-day refund policy, which means you have 12 days after receiving your items to request a refund. And we will be more than happy to solve the undesirable situation for you in case you receive a damaged item.
Each item that you purchase is hand-crafted after you have made the purchase. That means you'll receive fresh and amazing items MADE JUST FOR YOU, but "made for you" also means that we can’t always exchange and refund products, for example, we do not refund for wrong size choice or because you have changed your mind about wanting the item.
That said, you CAN get a refund if you receive a damaged item from us or if we made any other mistake with your order.
Please see more information about refunds in our Refund Policy.
In any case, we would like you to enjoy our service and products, so in case of a problem, please contact us.
Do I have to return the item in case of a refund?
Sometimes, but not in all the cases.
Depending on the item and the situation, we sometimes do not require to return items, so if you notice an issue with the products or anything else regarding the order, please contact us first, add your order number and explain your problem in detail. We will get back to you and might ask you to share photos/video of the item/s.
Please see more information about refunds in our Refund Policy.
What are non-refundable items?
Certain types of items cannot be refunded, such as custom products (special orders or personalized items), and personal care goods (such as boxer briefs, swim trunks, socks and any other type of underwear or swimwear). The only exception when we refund for these items is if you have received defective items.
Unfortunately, we do not do refunds also on gift cards.
Please see information about non-refundable items in our Refund Policy.
How to request a refund?
If you’d like to request a refund, please contact us and we will evaluate the situation accordingly.
Depending on the item and the situation, we sometimes do not require to return items, so if you notice an issue with the products or anything else regarding the order, please contact us first, include your order number and explain your problem in detail. We might also ask you to share photos/video of the item/s.
We will notify you once we’ve received and inspected your refund request, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us.
Please see our Refund Policy for more information regarding refunds.
How to return products?
To start a return process, you must first contact us. If you have contacted us about the refund and we have decided that you should return the products to us, we will send the instructions in an email to you directly on how to send damaged products back to us.
Items sent back to us without first requesting a return will not be accepted.
To be eligible for a return, your item must be in the same condition of when you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Shipping costs are the responsibility of the customer and are non-refundable. We recommend that you package the products appropriately and use a trackable, insured service as we cannot take responsibility for items damaged or lost in the return transit.
Please see our Refund Policy for more information regarding refunds.
Company & Security
What is Qolord?
Welcome to our site! Qolord is a small, but ambitious company based in Europe with a purpose to bring some fresh and tasty appearances in the form of beautifully designed quality everyday clothing items, in fun and classy styles. We create Hoodies, Joggers, Sneakers and more.
Please get to know more about us.
Is Qolord a trustworthy company and is it safe to purchase from us?
If you haven’t heard of Qolord before, that’s ok! It is understandable that you might want to know if you can trust us to send you the beautiful products we create when you purchase them.
Qolord is a small and ambitious company based in Europe and is rather new (2021), therefore we are only starting to expand our presence in social media and the market in general. We are also working on gathering reviews, so you can rest assured in the trust of other fellow shoppers. Read more about us.
But, yes, we are trustworthy and we use industry-known tools to provide you ease of shopping and security during the checkout and personal data usage.
Please do keep in mind we initiate product creation only after you purchase them, therefore delivery can take 8 - 17 business days, but trust us - it’s worth the wait!
We want to guarantee the best quality for you, so we offer a "Quality Guarantee". If you receive an item that is not in a good shape, let us know, and we'll refund you. Please read in more detail about refunds in our Refund Policy.
If you just want to feel for yourself the brain behind Qolord, please drop us an email via Contact Form and we’ll get back to you as soon as possible.
Is my personal data safe with Qolord?
We respect your privacy and we believe every person should be able to choose what is known and shared about them on the internet.
We have extensively explained how we collect, keep and use your personal data in our Privacy Policy. Please get to know it! By using our services, you must agree to our Terms of Service and Privacy Policy.
We use industry-valued, safe e-commerce tools, such as Shopify, Stripe and others, so we can guarantee the best possible protection of your data and safety during checkout.
If you have any concerns or requests regarding your data, please contact us.