Orders are dispatched from Monday to Friday between 9am and 6pm (GMT+7). All applicable delivery options and their respective costs for your order and your country will be calculated and displayed at checkout.
We will ship your order via DHL Express Shipping, which may take around 12-14 working days to arrive depending on the destination country.
Note: we may need an extra processing time of 5-7 working days in case we run low on stocks for your order.
Once your order has been dispatched from our warehouse you will receive a delivery confirmation email with your tracking number. Please give the carrier 1-2 business days to update the delivery status of your order.
If you want to change your delivery address, please contact us as soon as possible BEFORE your order is shipped. Once your order leaves our warehouse, it'd be impossible to change the delivery address.
Note: You must contact us via the same email address you used to place the order. Please also make sure the new delivery address is fully complete (house number, street, zip code, etc.). We will not be responsible for re-delivery costs or lost orders if your deliver details is incomplete.
To make sure your order gets delivered in a timely manner, we'll work on your order as soon as it arrives. Hence, all changes MUST be made within 12 hours of order placement. Just send us an email within 12 hours and let us know what you want to change (e.g. color, size). If you contact us outside the 12 hours window, your order might have been packed or shipped by our partners, in which case you can still request an exchange when your order arrives.
We always want to make sure your order will be delivered to you as quickly as possible, so all cancellation requests can't be made once your order's been confirmed! We will not entertain any reason for cancellation.
The prices displayed on site are exclusive of all taxes and duties. When your order arrives at Customs, you will be the importer of record and will be responsible for paying all levies, duties, import fees, taxes and other charges.
TRACY STUDIO is not responsible for any customs handling fees, duties, or taxes that result when your merchandise is imported to your country. We strongly suggest that you check with your local customs agency to determine the extent of such charges prior to purchase. TRACY STUDIO cannot issue credit in cases where packages are not delivered due to non-payment of fees.
After multiple failed delivery attempts, your parcel might be returned to us or discarded. We are not responsible if your order is lost on the way back or gets discarded by the carrier. If we receive the returned parcel, we will not issue a refund. However, we can deliver the parcel to you again but you must cover the delivery costs.