FAQs
1. I don’t see my order in my account. What should I do?
If you don’t see your order in your account, you may have checked out as a guest. To locate your order:
- Open your email inbox.
- Find the order confirmation email you received at the time of purchase. This email is sent from helemartz9@gmail.com.
- If you created an account after purchasing as a guest, your order may not be linked automatically. Contact us with your order details, and we’ll be happy to assist you.
If you’re unable to find your order confirmation, please email us at helemartz9@gmail.com for further assistance.
2. How can I return or exchange an item?
We want you to love your purchase! Returns and exchanges may be available depending on our store policies.
To request a return or exchange:
- Check our Refund and Exchange Policy page for details on eligible items.
- Contact us at helemartz9@gmail.com with your order number and reason for return/exchange.
- We’ll provide instructions on how to proceed.
📌 Please note: Sale items and gift cards are non-refundable.
3. My order was marked as delivered, but I didn’t receive it. What should I do?
If your tracking status shows "Delivered" but you haven’t received your package, try the following steps:
- Check with neighbors or household members in case the package was delivered to the wrong address.
- Verify the shipping address on your order confirmation to ensure it’s correct.
- Contact your local post office or courier with your tracking number—they may have additional information or a delivery scan error.
- If the package is still missing, reach out to us at helemartz9@gmail.com so we can assist you in filing a claim with the carrier.
📌 Please note: We are not responsible for lost or stolen packages once marked as delivered, but we’ll do our best to help you resolve the issue.