faq
Customer Help
If you can't find what you're looking for in the answers below, please get in contact with us directly!
Ordering
I did not receive an order email confirmation or a tracking link. What should I do?
Please re-check your email, including your SPAM/JUNK box for any missing order notifications.
I have an incorrect item in my order, what should I do?
Please contact our Customer Care team with the order number and the incorrect item's name and number. The team will sort out any issues with incorrect items straightaway.
Email: info@novamodish.com
Can I amend my order with you after I have placed it?
You have up to 5 hours to amend your order from the time your order is completed through email. Once the 12-hour period has passed, it's too late for you or our Customer Care team to amend your order. Please contact our Customer Care team as soon as possible.
Shipping and Delivery
What do I do if I receive a faulty item in my order?
Please contact our Customer Care team with the order number and the incorrect item's name and photo. The team will sort out any issues with incorrect items straightaway.
I am missing a product from my order, what should I do?
We may have sent your items in separate packages so please check your emails to see if any of your items will be arriving separately.
If an item is missing, please contact our Customer Care team with the order number and the missing item's name and number. We will get back to you within 24 hours.
Fulfillment Errors vs. Customer Errors
Any returns or problems that occur because of an error on our part will be handled at our expense.
In the cases where customer would like to exchange or return a product without any defect or due to a wrong size being ordered, we cannot exchange the products as they are made to order.
We apologize for any inconvenience this might have cause. We are working hard to find a solution to this. In the meantime, thank you for your continuous supports.
Return and Refund
Will you refund the shipping charges on my parcel?
We will usually refund what you paid for your order but not the delivery charges (fee & tax where applicable). For more information check our Shipping and Return.
I have cancelled my order. When will my money be available again?
If you have cancelled your orders, then we will refund what you paid for your order but not the delivery charges (fee & tax where applicable) within 5 business days.
If the funds have not been released after 7 working days then please get in touch with the Customer Care team and we'll look into it further for you.
Product Care
How to wash and care for my custom printed garments?
When handling your printed garments, it’s important to treat them with extra care and take into account our simple advice outlined below. This is to ensure you can enjoy your item for a long time, and that it offers the most value to you.
1. Turn your clothes inside out before putting them in the washing machine.
2. Wash your garment at a low temperature.
3. Use a mild laundry detergent.
4. Go to the old-fashioned way and hang them to dry. Do not tumble dry!
5. Always iron inside out.
If you have any undesirable problems with our printed products, despite had followed our above Product Care guidelines, don't hesitate to send us an email with a photo of the faulty product to info@smlgift.com.
Depend on your case, we may be able to send a replacement up to 30 days after the delivery date.
Any refund or replacement requests received after the 30-day period will not be accepted.
