Customer Help
Our happiness team is always here to assist.
Common purchase queries answered
Orders and Shipping
Orders are typically processed within 1-3 business days. Depending on your location, standard shipping takes 7-15 business days. You will receive a notification with a tracking link once your order is dispatched.
You can create an account by clicking the “My Account” icon at the top of our website and selecting “Register.” Alternatively, an account can be automatically created for you during the checkout process.
Please contact our support team immediately if you need to modify your address. Once an order has entered the fulfillment process or has been shipped, we are strictly unable to modify the destination address.
Once your order ships, you will receive a confirmation email containing a tracking number and a link to monitor your delivery status in real-time.
No. We utilize secure, encrypted third-party payment gateways. Your sensitive credit card information is processed directly by our payment providers and is never stored on our servers.
Applicable sales tax is automatically calculated and added at checkout based on your shipping destination and local regulations.
We currently offer shipping to most major international destinations. Please enter your address at checkout to verify if delivery is available to your specific location.
To ensure the fastest possible delivery, items in your order may be dispatched separately from different fulfillment centers. If this occurs, you will receive multiple tracking numbers.
If you need to swap an item
Returns and Exchanges
We accept returns within 30 days of delivery. Items must be unworn, unused, and in their original packaging. Please note that promotional or final sale items are not eligible for return.
We sincerely apologize for the error. Please contact our support team within 48 hours of delivery with your order number and a clear photo of the incorrect item. We will arrange a replacement promptly.
If your item arrives damaged in transit, please email us within 48 hours with clear photos of the damaged product and the outer packaging. We will evaluate the issue and send a replacement or issue a refund.
Please do not send items back to the address on the shipping label or the manufacturer. Contact our customer service team first to initiate a return, and we will provide you with the correct return facility address and an authorization number.
You can reach our support team via the “Contact Us” page or by directly emailing support@scenebasic.com. We aim to respond to all inquiries within 24-48 business hours.
Contact us immediately. If the order has not been processed, we can update it. We are not responsible for lost packages or failed deliveries resulting from an incorrect address provided by the customer.
We process orders quickly to ensure timely delivery. If you need to cancel or change your order, contact us within 12 hours. Once an order enters the fulfillment stage, it cannot be altered or canceled.
Currently, we do not offer pre-orders for sold-out items. We recommend checking back later or subscribing to our email newsletter for restock notifications.