Do I need to have an account to place an order?
Yes, having a Teeori account allow you to enjoy additional features as below:
1. Tracking your order (even after it has been shipped out)
2. Quicker check out process (Helpful when we release limited edition item)
3. Viewing your order status and purchase history
4. Receiving hands on update on the latest releases and special promotions.
I would like to edit or cancel my order. Can I still do this?
Unfortunately, you cannot cancel your order once it is confirmed. The system automatically picks up the order and process the payment, we cannot reverse this unless there is evidence claiming that it is a fraudulent transaction. However, you can change the delivery address before the parcel is shipped out so if you don’t want it for yourself, I’m sure there is someone you know that you can gift it to!
Can I change my shipping address?
YES, you can. You can only change your shipping address when your order status is either “ORDER PLACED”, “CAMPAIGN ENDED” or “IN PRODUCTION”. If the status is “SHIPPED OUT” or “ORDER COMPLETE!”, you won’t be able to change the shipping address as the product is already out for delivery. Please sign in to your account where you can keep track of your order status. You can edit your address through following steps.
1. Login to your Teeori account, click on “MY ORDER” tab.
2. Click “VIEW ORDER”
3. Under the “Delivery & Payment Details”, click on the “Edit” link and change shipping address details
Please note that you can only change your address within the same country that you have chosen during check out. Good news! No additional shipping fees will be charged throughout this process.
I placed an order but I have yet to receive an order confirmation email. What should I do?
If you have checked out successfully, you would have received an order tracking number and an email confirming your order. If you did not receive an order confirmation number, it is most likely you haven’t placed an order yet or it may fall under the ‘Junk’ folder. Rest assured, please allow up to 24 hours buffer time as there might be occurrence of delay between order placement and back end system receival. Please contact us if you still haven’t received the confirmation email after 24 hours and we would be glad to check for you.
What’s the status of my order?
You can track the status of your order live anytime and anywhere by login to Teeori website. Click on “My order” and you will be able to see the order status.
Order Status Terminology
||Yes! You’ve successfully placed an order.
||Sorry, the pre-order campaign has ended.
||Hold on tight. The Teeori team is working on your order, it will take about 2 weeks to complete
||Yay! Your order has been shipped out. Delivery takes approximately 1 week
||Nice! Your order has been delivered to you and is now complete.
I did not receive my order, what should I do?
Let’s review steps below to see what may have gone wrong
1. Ensure that the shipping address indicated is 100% accurate.
2. Check if you have received any email/text from our courier team on your parcel delivery.
3. After 30 days from the campaign delivery date, if the parcel is deemed lost due to the fault at our end, we will assist with a refund or replacement whichever applicable).
4. Contact us to share the issue and follow the necessary steps so our team can support you in resolving the matter. We will revert to your request within 24 hours.
I just received my order and some items are defective. What should I do?
Please contact us within 3 days after receiving the order, if there is any defect/ nonconformity.
We are sorry for the inconvenience caused. And, we seek for your patience and understanding to give us time in finding out what went wrong.
Defective Product Process:
1. Double check your order via the customer login portal.
2. Check the artwork, size measurements and identify the area of defect
3. Ensure the defect is not within our stated defective tolerance measurement.
4. Take a picture of the defective area along with a simple explanation on the defect.
5. Contact us explaining the issue and follow the necessary steps so our team can support you in resolving the matter. We will revert to your request within 24 hours.
My order is not shipped yet, can I add another item to it?
Unfortunately, your order cannot be amended once confirmed. You will need to place a new order for the additional items.
The color looks different from the website?
As mentioned in our website, please allow 20% color variation in actual product as compared to virtual screen as the color may vary due to studio lighting and your gadget screen display brightness.
What happens if my item is damaged after washing?
We are sad to hear this. Unfortunately, Teeori is not responsible for any damage caused by washing or natural wear and tear. To best preserve the quality of your Teeori apparel, we recommend washing it on a cold cycle, inside out, and without tumble drying. Cool iron on reverse side when needed. By saving energy and protecting the environment, you can give your garments the longest life possible. Also, refer to the care labels for more precise instruction.