Frequently asked question
1. Do you ship worldwide?
Yes. SDEER ships to most countries and regions worldwide.
2. What should I do if my package is missing?
If you have not received your package, please be sure to track your package using the tracking number received via email. You also can contact our customer service team for more help: email@example.com
3. How do you ship the packages?
Packages from warehouse will be shipped by CNE Express, SF International or USPS Express which is safe and reliable.
4. Can I get my order delivered faster?
Sorry, currently we do not have any service available to expedite the order delivery. In future, if we are offering such service , you will receive a communication from our end.
5. Can I update the shipping address?
Normally we will only ship to the address entered when the order was originally placed. Let’s contact as soon as possible before the order is processed and dispatched if you need to update the shipping address --e-mail us at: firstname.lastname@example.org
6. What should I do if my goods are damaged, or if I do not receive what I ordered?
In this event, please be sure to contact SDEER Customer Service (email@example.com) before returning the item. They will guide you regarding the procedure to follow.
7. Where will my order be shipped from?
We have factories in China, France and Hong Kong. Items will be sent randomly according to factorie's real-time inventory.
1. Why have I not received my goods ordered?
Please note the total time = processing time + shipping time (this does not include any customs delays, weekends, holiday periods and any unforeseen circumstances.)
2. What if I received a defective/wrong/stained item?
If you have received a defective or stained item or a wrong item you did not order, please contact us as soon as possible. We will get back to you within 24 business hours generally. Please enclose the order number, a description of the issue, and a few clear photos about products and labels to show us the exact problem. Please make sure not to return anything before sending the message.
3. What should I do if I did not receive a confirmation email?
Our confirmation letter is sent out automatically by our ordering system. Contact us immediately if you have not received a confirmation email after placing your order and yet have the payment charged from your credit card/Paypal account.
4. How can I track my order?
You will receive a confirmation e-mail with the tracking link once your order ships which can take up to 48 hours to update. If you do not see your shipping confirmation email in your inbox after 1-2 business day, please double check your junk/spam or promotions folder.
5. How long will it take my order to arrive?
The package is expected to be delivered 7-20 days after it is shipped(except for remote areas.)
6. How long does it take for my order to ship?
It depends on the items you choose. Delivery Time= Processing time + Shipping Time.(Processing times vary based on the items you purchase)For preorder items: your whole order will not be shipped until the pre-order items are in stock if your order contains pre-order items.
7. Can I cancel/make changes to the order I just placed?
Please send us an email with all the necessary information(Order Number/Consignee's email address/consignee's name) stating you wish to cancel/make changes to your order. We process orders very quickly, so changes and cancellations cannot always be fulfilled.
Note: We cannot cancel orders which have been shipped out. In other words, once you receive our shipment notice, the order cannot be cancelled. Then please wait for your package to arrive and you may either keep it or contact us for return/exchange. You will have to be responsible for the postage required to send the original item to our collection warehouse. In the case of a return, your payment will be refunded to you after we confirm the reception of the order at our collection warehouse.
8. What is the difference between the billing address and the shipping address?
The billing address should be the same address you provided to your bank when you applied for your credit/debit card; The shipping address is the one you want us to ship the order to.
1. Which items couldn’t be returned or refunded?
THE RETURNED ITEMS WILL NOT BE ACCEPTED IN THE FOLLOWING CASES
① Goods have been washed; ② Man-made damage; ③ Goods incomplete, such as cutting off hang tags and wash mark and missing accessories; ④ Goods stained with foundation, perfume, cigarettes, deodorant, hair and any other conditions that affect secondary sales; ⑤ Goods that have been clearly stated at the time of purchase as non-returnable; ⑥ Goods beyond the after-sales service time; ⑦ This delivery form must be sent back with the returned items, otherwise no refund will be processed.
If you do not find the return form in the package, please write down your email information and order number on paper and send it to us.
2. Is there is a return fee?
Customers are responsible for shipping costs, customs, and taxes fees.
3. Will I get full refund for my return?
We will offer a full refund for you on all returned items that are unworn, unwashed, undamaged with all original tags attached. (exclude shipping fee and unreturnable items)Coupon codes will not be refunded as monetary value.
4. How soon will I receive a refund for my return?
EXTENDED 30-DAY MONEY-BACK GUARANTEE
5. What is your return policy?
We want our customers to be satisfied with their purchases. However, if you change your mind or would like to exchange for another size, color, or style, please return the item(s) within 30 days of purchase, and we will refund you. Customers are responsible for shipping costs, customs, and taxes fees.
6. How to Initiate a return & refund?
You can start a return as follow steps.
1.Click 'Start A Return' Button below(returns can be made within 30 days of purchase).
2.Fill in your order number and Email to find your order.
3.Select the item(s) you would like to request, specify the reason, and make an online submission.
After submitting your return or refund request, we will notify you of the request's status by email. You will get the detail information at our RETURN POLICY
1. How do I know what size to choose?
Our sizes are a little smaller than standard sizes. Before placing your order, please make sure to check the size chart on the product page, you also can get the detail information from Size Guide. So you can ensure that you are selecting the size that fits you the best.
2. Why there is a color difference?
We strive to display the colors of our products that appear on the website as accurately as possible. However, the actual color will depend on your monitor; we cannot guarantee that your monitor’s display of any colors will be accurate.
3. How can I find the item posted on your Ins/FB/tt?
1. How can I contact customer services?
You can email our Customer Service at firstname.lastname@example.org or call us +33 142442621. We will provide you with a comprehensive answer as quickly as possible.
2. Where to find SDEER?
PARIS: S·DEER/ CONCEPT OpéraAddress: 17 Av. de l'Opéra, 75001 Paris,
FranceHours: Mon - Fri ,10:00 - 19:00,UTC+1 / Weekends,11:00-19:00,UTC+1
3. Our customer service office hours
Mon - Fri, 9:00 - 17:00 UTC+8
1. Is it safe to order from you?
2. Will SDEER save my personal information?
When you provide us with personal information to complete a transaction, verify your credit card, place an order, arrange for a delivery or return a purchase, we imply that you consent to our collecting it and using it for that specific reason only. Personal data will only be shared with these companies in order to provide or improve our products, services, and advertising. It will not be shared with third parties for their own marketing purposes without your prior express consent.
3. How do I withdraw my consent?
If after you opt-in, you change your mind, you may withdraw your consent for us to contact you, for the continued collection, use or disclosure of your information, at anytime, by contacting us at email@example.com
1. How do I create my account?
We recommend that you use your email address as your username, this makes it much easier to remember. You can easily create your own profile by clicking here(Login) to register.
2. I forgot my password. How can I access my account?
If you forgot your password, just click the "FORGOT PASSWORD" link on “login” Page(Login) and we will send you an automated email with information on how to reset your password.
3. What are the benefits of creating an account?
If you create an account on SDEER.com, first you can receive 10% off your first order with SDEER, second you can easily access to your orders status and order history; third you can get access to your favourite items in "My Wishlist". and fourth you can enjoy special deals with our exclusive discounts, promotions, and special offers.
4. How can I delete my account?
5. Why can't I login to my account.
Check your login details carefully. Make sure the email address is the same one you used for registration, and the password you entered is correct. If you are still not able to access your account, please contact our Customer Service and outline the problem.
1. Why can't I check out?
You can try these methods as follows.
1. We suggest you change a device or browser and try again. Sometimes certain aspects of checkout won't display or function properly.
2. And you are suggested to try and checkout using PayPal express check out to see if that helps.
2. What methods of payment do you accept？
We are doing our best to ensure you a wonderful shopping experience with us. Currently, we provide simpler, more efficient, and more secure Paypal payment. No matter what methods you prefer, you need to select your items and add them to your shopping cart, that's for sure. In addition, registering with us first would be very helpful for shopping with us since you will get rid of the trouble of entering your information repeatedly, plus, you can manage your account and get informed of your order status very fast.
3. What currencies can I pay?
We accept several currencies. Kindly note different payment methods support different currencies when checking out.
4. Why can't I apply my discount code?
Please be sure that the code is correct and has not expired. Please be sure that the code meets the conditions of use. Some codes are only available for certain selected items or require more than a specific price. You can only enjoy one discount per order. If the code still won't work, please be sure to contact our Customer Service: firstname.lastname@example.org
5. When will my credit card be charged?
The money will be taken immediately once it is authorized. An email will be sent to you to confirm your order. But if your card is not authorized or is under the status of pre-authorization, payment will not be taken. You may contact your bank or card issuer to authorize the payment.
6. Am I able to apply multiple discount codes?
One order can be applied only one discount code. Multiple coupons cannot be used at the same time.
7. What should I do if I forgot to apply my coupon when placing the order?
Please contact us after you receive the package, and tell us the discount code you got. Then we will issue a partial refund to you.
8. Why didn't I receive my coupon?
Sign up for our popup for new customers and get 10% OFF discount in your inbox. If you still don't receive our E-mail, please check your spam.Some special activities will also feature coupon giveaways. You also can contact us at email@example.com.
9. What should I do if my payment fails?
Please retry making the payment after ensuring that the information entered is accurate, including all account details, billing addresses and passwords. Payment may be declined for several reasons since you paid via different payment methods.