FAQs

Placing an order with us is easy and straightforward. Follow these simple steps:

1. Add the desired items and quantities to your shopping cart.
2. Click on the shopping cart icon to review your selected items.
3. Once you're satisfied with your choices, click "Checkout."
4. Sign in to your account if you have one, or create a new account if you're a new customer.
5. Confirm your shipping details and select your preferred payment method. Complete the payment process.

That's it! Your order will be processed, and you'll receive a confirmation once it's successfully placed. If you encounter any issues or have questions during the process, please don't hesitate to reach out to us for assistance. We're here to help!

Tracking your order with us is simple. Here's how:

1. We will send you an email notification once your order has been shipped.

2. Sign into your 'My Account' section on our website.

3. Click on 'Order History' to check the status of your order.

4. If you prefer, you can also email us at cs@hightrast.com to inquire about your order's status.

We're committed to keeping you informed about your order every step of the way. If you have any questions or need further assistance, please feel free to reach out to our customer service team. We're here to help!

Once an order has been placed and confirmed, we start processing it immediately to ensure swift delivery. As a result, changes or cancellations can be a bit tricky. Here's what you can do:

1. Cancellation: If you wish to cancel your order, please do so promptly by clicking the cancellation link in your order confirmation email. This link allows you to cancel your order as long as it hasn't left our warehouse.

2. Modifications: After an order has left our warehouse, we're unable to make any changes to it. In this case, you'll need to wait for the delivery and then, if needed, initiate a return or exchange according to our return policy.

We aim to provide you with the best possible service, and we appreciate your understanding of our order processing procedures. If you have any specific concerns or questions about your order, please contact our customer service team, and we'll do our best to assist you.

Customs and duties fees are not included in the price of your order. These fees are determined by your country's customs regulations and are the responsibility of the customer. When your package arrives in your country, you may be required to pay customs and duties fees before you can receive it. The specific amount of these fees varies from country to country and depends on the items you've ordered.

Please be aware that customs and duties fees are not within our control, and we have no influence over the assessment or collection of these fees. We recommend checking with your local customs office or authorities to understand the potential fees associated with your order. It's important to stay informed about these fees to ensure a smooth customs clearance process. If you have any questions or concerns about customs and duties, feel free to reach out to our customer service team for assistance.

Our size guide provides general recommendations for selecting the best size, but please note that the fit may vary depending on the style. For instance, oversized sweatshirts and t-shirts tend to run larger than our general guidelines.

If you have concerns about specific measurements or sizing, please don't hesitate to reach out to us. We're here to ensure you're happy with your choice and can provide personalized assistance. Your satisfaction is our priority.

We take pride in offering products that meet high-quality and reliability standards. Before each product is shipped to our customers, our Quality Control team meticulously inspects every item to ensure its quality and condition. While we do not provide a specific warranty or guarantee, we are committed to delivering products that meet our stringent quality criteria. If you encounter any issues with your purchase, please don't hesitate to contact us, and we will do our best to address your concerns and find a solution that leaves you satisfied. Your trust in our products is essential to us.

We accept a variety of payment methods to make your shopping experience convenient. Our accepted payment options include:

• Visa
• MasterCard
• American Express
• Apple Pay
• PayPal
• Google Pay

Please ensure that the billing address you provide during checkout matches the billing address associated with your chosen payment method. Mismatched addresses can trigger our fraud prevention measures. Your security is important to us.

If you don't have a credit or debit card, we recommend using PayPal as a secure and convenient payment option. Here's how to proceed:

1. If you have a PayPal account, simply select the PayPal payment option during checkout to complete your purchase.

2. If you don't have a PayPal account, you can easily register for one by visiting this link: PayPal Registration. Once you've registered, you can use PayPal for your payment on our website.

PayPal offers a fast and secure way to make your purchase, ensuring a smooth shopping experience.

If you don't have a PayPal account, you can still make payments using your credit or debit cards. Rest assured, we do not collect or store your credit/debit card information or personal details when you make a payment. Here's how you can proceed:

1. During checkout, choose the credit/debit card payment option.

2. Enter your card details as prompted.

Please note that for any transaction-related inquiries on our website, you should contact your card-issuing bank for further assistance. Your security and privacy are important to us, and we take measures to ensure your payment information is handled securely.

If you encounter errors while making a payment, follow these steps to resolve the issue:

1. Double-check your payment details to ensure accuracy.

2. Contact your bank to verify that there are no issues with your account.

3. If the problem persists, contact our customer service. Provide as much information as possible:

   • Specify your operating system (e.g., iOS, Android, Windows Vista, Mac OS X).
   • Indicate your internet browser or whether you used our app (e.g., Internet Explorer 8, Firefox, Safari, Chrome).
   • Mention the payment method you attempted (e.g., Google Pay, Visa, Net Banking).
   • Describe the problem and when it occurred.
   • If you received an error message, include it in your message and attach a screenshot if available.
   • Include your order number and email address.

Our customer service will investigate the issue and assist you in resolving the payment problem promptly. Your cooperation in providing these details is appreciated.

We're proud to offer global shipping to all destinations served by our carriers. For detailed information about our shipping locations and policies, please visit our Shipping Policy.

We understand you're eager to receive your order. Typically, it takes a few days to prepare your items before they're ready for shipment. The exact shipping time depends on your location and the shipping method you choose.

For a detailed breakdown of delivery times and more information, please refer to our Shipping Policy.

Orders usually arrive within the following time frames:

• Standard Shipping: 7 to 15 days
• Express Shipping: 5 to 10 days

Please keep in mind that these are estimated delivery times. For more precise information regarding delivery times based on your location, please refer to our Shipping Policy.

Once your order embarks on its journey to you, we'll send you an email containing tracking details. However, please be aware that due to the impact of COVID-19, there might be occasional delays in transit or in receiving tracking information. Rest assured, we're doing our best to ensure your order reaches you as swiftly as possible.

Tracking updates for international shipments may not appear via local couriers until the package clears customs and enters your country. If your order is still within the estimated delivery timeframe, please be patient. Once customs clearance is complete, tracking updates will become available.

Please ensure that you've thoroughly checked your mailbox and asked your neighbors if they may have received the package on your behalf.

For more detailed information, feel free to contact the courier company directly. Alternatively, you can reach out to us, and we'll be happy to assist you further.

If you see an unsuccessful delivery attempt in the tracking information, this could be due to an incomplete or incorrect shipping address. It's also possible that the courier couldn't access the delivery location.

To resolve this, we recommend reaching out to the courier service directly. You can request a re-delivery or arrange to pick up the parcel from their local office. If you need any assistance with this process, please don't hesitate to contact us, and we'll do our best to help.

Our return policy allows you a maximum of 14 days from the date you receive all the items in the same order to submit a return request. For comprehensive information about our return policy, please refer to our dedicated Return Policy page.

If you have any questions or need additional assistance, feel free to contact us. We're here to help and ensure your satisfaction.

If you encounter any issues with your order, please don't hesitate to reach out to us immediately. Contact us at cs@hightrast.com, including your order number, a thorough description of the problem, and any relevant images if the issue pertains to product quality. We're committed to resolving any problems and ensuring your satisfaction. Your feedback is vital to us.

Once we've received and processed your return at our facilities, please allow up to 7 days for the refund to be credited to your bank account. We believe in clear communication, so we'll send you an email notification once your return package has been received and your refund is being processed. If you haven't received this email within 28 days, please don't hesitate to get in touch with us. Your satisfaction is our priority.

Launching your own fashion brand on Hightrast is a straightforward process. Here are the steps to get started:

1. Design Development: Share your designs with us, and we will provide you with a quote for the development costs.

2. Payment: Once you agree to the development costs, make the necessary payments. We will then proceed to create samples and produce additional pieces of your designs.

3. Product Listing: After production, we will take high-quality pictures of your products and list them on our website, hightrast.com, under your brand name.

4. Warehousing: We will store your products in our warehouse, either in the US or China, depending on your preference.

To initiate the process of launching your brand on Hightrast, please send an email to cs@hightrast.com with the subject line "Launch My Brand on Hightrast." Our team will respond promptly with all the necessary details and guide you through each step of the process. We look forward to helping you bring your fashion brand to life!

At Hightrast, we offer a comprehensive range of services to support the growth of your brand. Our services cover the entire process from design to delivery and beyond. Here's what we can do for you:

1. Design Assistance: Our in-house clothing designers are here to help you bring your creative vision to life. We can create clothing samples tailored to your specifications.

2. Production: Once your designs are finalized, we handle the mass production of your clothing items, ensuring top-notch quality and precision.

3. Branding: We add your brand name and logo to the products, giving them a distinct identity that's uniquely yours.

4. Warehousing: Your products are stored in our secure warehouses, conveniently located in the US and China.

5. Online Listing: We list your products on our website, making them accessible to our global customer base.

6. Marketing: Our marketing team promotes your brand and products to reach a wider audience.

7. Order Fulfillment: When orders come in, we take care of the entire fulfillment process, from packaging to shipping.

8. Customer Support: Our dedicated customer support team assists your customers with any inquiries or issues, ensuring a positive shopping experience.

9. Global Reach: We help you tap into a global market, expanding your brand's reach far beyond your local area.

10. Growth Support: As your brand grows, we continue to provide support and adapt to your evolving needs.

By offering these comprehensive services, we aim to simplify the process of growing your fashion brand, allowing you to focus on what you do best—creating exceptional designs and building your brand's identity.