FAQ

• How do I track my order?

To track your order or check order status, visit our Order Tracking page and enter your tracking number. For each shipment that goes out we send an email with the shipment details and tracking information.

• Why there are no tracking info for my order?

Order tracking information may not be available to view for 1-3 business day after you receive your shipping confirmation. As soon as the carrier scans your package into their system you should be able to view your package as it heads toward you.

If you do not see tracking information after a full business day has passed, please contact Customer Care.

• How can I make changes or cancel my orders?

There will be no problem to make any changes/cancel orders within 24 hours after placing an order. If you need to make a change to your order (address, size, item, etc) or want to cancel it, please let us know immediately within 24 hours and we will do our best to catch it before timeout, but we can never guarantee the ability to make a change.

You may email ulempo.studio@gmail.com, including:

1. Your order number
2. Details of the change, like new address or the items you want to change
3. Type “Order Change” or “Order Cancel” in the subject line.

• Why did my order ship in multiple packages?

Your order may be shipped from multiple locations, so your order may be shipped in separate packages.

Please note that each shipment will have an email confirmation as well as a separate charge to your account. The total of all the charges should never exceed that of the original purchase amount.

• What do I do if there is an error in my order?

If you find an error in your order after it’s been delivered, please contact Customer Care at ulempo.studio@gmail.com.We will quickly resolve whatever is wrong. 

• When will my order ship?

Orders are typically processed after 24 hours. Your orders will be shipped within 8 business days. Tracking should be active in 5 business days.

All orders are subject to inventory availability and order verification. Please make sure to provide accurate billing and contact information to facilitate the order verification process.

If we are unable to ship your order for any reason, we will notify you are soon as we are aware.

• How long will it take to be delivered?

Keep in mind that all orders will be delivered within 15-20 days. It may take up to 30 days. If you're not received your order within 60 days after purchase, you have 5 days to file a dispute. Contact us immediately.

• What shipping carrier does Ulempo. use?

Most of the part, we use ePacket (EMS) to deliver to your destination country. 

• How do I return an item?

Our policy lasts 7 days. If 7 days have gone by since your order(s) delivered, unfortunately, we can’t offer you a refund or exchange.  

• Make sure to retain tracking information for any package shipped to Ulempo..
• Enclose the invoice with the items you are returning and clear instructions written on the invoice that you would like your return credited back to your account.
• Please make sure to include a good contact phone number, in case we need to discuss the details of your return with you.

 Refer our Return Policy for more information.