FAQ


HOW DO I REQUEST A RETURN OR EXCHANGE?

  

You can check the details HERE.

  

  

ARE RETURNS FREE?

 

The shipping cost incurred for returning(CA&US) or exchanging(International) to Visual Mood are not covered by us.

 

  

DO I NEED TO RETURN THE WHOLE SET?

   

If you request for exchange, we just need either the top or the bottom; whichever needs replacing.
If you request for refund, 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.

      

  

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 HERE  

  

 

CAN I USE MULTIPLE COUPONS AT A TIME? 

  

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

 

   

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

 

Yes. We accept price match 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

 

  

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 info@visualmood.com We are happy to help!

 

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