Faq and information

HOW TO BUY

Shopping on our site is quick and easy:

1. Browse the catalog and select the product(s) you want.

2. On the product details page select the size and color you prefer.

3. Click on "Add to Shopping Bag".

4. A summary window will open. Click on "View Shopping Bag and check out."

5. Enter the delivery address and proceed to check out.

6. Enter payment information you may pay with any major credit card (MasterCard, Visa, American Express), PayPal and Zelle.

7. Click complete the purchase

DO I NEED TO REGISTER TO COMPLETE THE PURCHASE?

No, you do not need to be registered on our site to make a purchase. However, registration is fast, free, safe and gives you many advantages:

- Receive updates on your order and check past Purchases

- Save your delivery preferences

- Request returns and check your credit status online

- Receive exclusive updates from the world of Ancestral Studio

HOW DO I SUBSCRIBE TO THE ANCESTRAL STUDIO NEWSLETTER?

Our Newsletters feature exclusive content and updates from the world of Ancestral Studio, including:

● New collection launches.

● Events and fashion shows.

● New online services.

● Access to special promotions

Subscribe to the Newsletter

You can unsubscribe at any time from here.

CAN I SAVE MY FAVORITE PRODUCTS?

Yes, to save your favorite products you must be a registered user.

1. Browse the catalog and select the product you are interested in

2. On the product details page select your preferred size and color.

3. Click on "Add to Favorites."

HOW CAN I CHECK THE DELIVERY STATUS?

As items in your order ship, you will receive emails with tracking information and any updates regarding the status of your order.

If you are a registered user, you can follow your order directly from the "My Orders" section.

CAN I CHANGE MY ORDER BEFORE IT IS SHIPPED?

Due to system limitations, Ancestral Studio is unable to make changes to orders once they have completed processing. Therefore, it is important to contact us as quickly as possible with any change requests. We kindly ask you to please check your shopping bag and all the information you provide carefully before completing your order.

In any case, you may request to return the item within 14 days of delivery of the order for any reason. You can find more information in "Returns and Refunds" and in "Terms and Conditions".

WHERE CAN I FIND A SIZE GUIDE?

On the product details page, under "Sizes and fitting", you can consult the "Size Guide".

For more information please contact Customer Care.

HOW DO I CONTACT YOUR CUSTOMER CARE DEPARTMENT?

You can find the "Contact us" button at the top of our web page. By simply clicking on it, you will be presented with a variety of convenient options to reach us, including a chat tool, toll-free phone number, and an email form.

Any costs relating to other forms of contact are non-refundable.

HOW DO I CANCEL AN ORDER?

We would be more than happy to assist you in cancelling an order. To initiate the process, please reach out to us at customercare@ancestralstudio.com, providing us with your order number that can be located in your confirmation email, along with the reason for the cancellation.

Please be informed that once your order is prepared for shipment, it cannot be cancelled for logistical reasons. Thus, we kindly advise you to contact us as soon as possible with any cancellation requests to ensure timely and hassle-free processing.

Please be advised that payments are not finalized until the time of shipment. In the event of a cancellation, your payment will not be processed, and your order will not be shipped. We would like to assure you that any pending charges on your account will be removed within a few business days, depending on how quickly your bank processes the release.

I CANNOT LOGIN INTO MY ACCOUNT. WHAT SHOULD I DO?

We apologize for any inconvenience. It seems that you are experiencing some trouble logging in to your account. Please follow the steps below to regain access to your account:

● Visit the Login page.

● Click on the "Forgot your password?".

● Follow the instructions to reset your password.

After successfully resetting your password, you should be able to access your account without any further complications. However, if you encounter any further difficulties, please do not hesitate to contact us for additional support. We will be more than happy to assist you further in resolving any issues you may have.

ITEM SEARCH:

One of the most useful features of our website is the Item Search. This tool allows users to quickly find the specific item they are looking for, greatly improving their online shopping experience.

Furthermore, our Item Search is even more effective, as it can recommend similar or complementary products to the item the user is searching for.

PRODUCT INFORMATION:

We want to make sure that you have all the information you need when browsing our product pages. That is why you will find a variety of details listed for each item, including available sizes and colors, a description, and the item's composition.

To take a closer look at any product, simply click on the image to zoom in and see all the details. We believe that this level of detail will help you make informed decisions and find the perfect item for your needs.

HOW TO ORDER:

To make a purchase on our website, follow these simple steps:

● Select the desired color and size of the item you wish to purchase.

● Click on "Add to Shopping Bag" and then "Proceed to Purchase."

● If you already have an account, please log in. If not, you can either sign up or continue without registration.

● Enter your contact information and shipping address.

● Choose your preferred shipping and payment method.

● Double-check all the information you entered for accuracy before completing your purchase.

We hope that this process is straightforward and easy to follow. If you have any questions or concerns, please don't hesitate to contact us for assistance.

WHEN WILL I RECEIVE MY ORDER?

Typically, we deliver within 6-8 working days, which applies to orders within the USA. International deliveries may take longer due to varying local regulations. Throughout the delivery process, we will keep you updated, and you can track your package in real-time.

We partner with USPS, FedEx, DHL, DHL Express, Passport and UPS to ensure that delivery times are as short as possible and will provide you with a tracking number via email approximately 2-3 business days after your order date. However, the shipping process and delivery times may vary depending on your location and local regulations.

Please note that our warehouses are closed on certain holidays. Please plan accordingly as orders will not be shipped out on these dates. All orders are processed automatically, and we are unable to expedite or delay shipping times.

HOW CAN I TRACK MY ORDER?

You will be emailed as items in your order ship, and with any updates regarding the status of your order.

If you are a registered user, you can follow your order directly from the "My Orders" section.

In the event that you did not receive a satisfactory response after checking your order's status through the courier company's website, we kindly suggest that you click on the "Contact us" button, located at the top section of our web page. Our dedicated customer support team will be more than happy to assist you with any concerns you may have regarding your order.

We kindly request that you consider either requesting a credit at ancestralstudio.com or a new delivery to resolve any concerns you may have. Please feel free to let us know which option would best suit your needs.

FROM WHICH LOCATION DOES ANCESTRAL STUDIO SHIP ORDERS?

We ship all orders from our warehouses in Ft Lauderdale, Florida.

WHAT HAPPENS IF I AM NOT AT HOME WHEN THE COURIER ARRIVES?

We kindly advise that in the event of a missed delivery, the courier will leave a note that includes their contact details. We encourage you to contact the courier directly to inquire about any further attempts at delivery or if the order will be deposited at a collection point for your convenience. However, if you are unable to contact the courier or fail to collect the order from the designated collection point, the package will be returned to our warehouse, and we will issue you a store credit accordingly. Please note that at this time, we are unable to reroute packages once they have been dispatched from our warehouse.

ARE THERE ANY ADDRESSES YOU CANNOT SHIP TO?

We would like to inform you that, unfortunately, purchases cannot be shipped to P.O. boxes, mail forwarding services, or any address outside of the United States. To ensure timely and accurate delivery, Ancestral Studio will only dispatch your package to the address that was provided when the order was initially placed. Please be advised that we are unable to reroute any packages once they have been shipped from our warehouse.

IS MY PACKAGE INSURED?

All orders are insured against theft and accidental damage while in transit from our warehouse to the shipping address. Once your items have been delivered to the specified delivery address and signed for, they are no longer covered by insurance. If your box is damaged upon arrival, we recommend that you either refuse the delivery or make a note when signing for it that you are accepting a damaged box.

WHAT IF MY ORDER IS LOST?

If you suspect that your order may have been lost, please do not hesitate to contact our dedicated customer care team at customercare@ancestralstudio.com. We would be more than happy to assist you in tracking your order and providing you with any necessary updates regarding its status.

CAN I REDIRECT MY ORDER AFTER IT SHIPS?

We regret to inform you that Ancestral Studio is unable to reroute packages once the order has completed processing. Therefore, we kindly advise that it must be delivered to the shipping address that was provided at the time of checkout to ensure its timely and accurate delivery.

DOMESTIC SHIPMENTS

For domestic shipments within the United States, we rely on the reputable services of UPS to ensure the timely and accurate delivery of all orders. Please note that an additional fee of $5 will be applied to orders shipped to Hawaii and Alaska to cover any associated shipping costs.

WHICH COUNTRIES DO YOU SHIP TO?

We deliver to Australia, Brazil, Canada, Germany, Japan, Mexico, Singapore, United Kingdom and United States

CAN I RETURN AN ITEM, EVEN IF I SIMPLY CHANGE MY MIND?

Of course! We offer our customers a 14-day return policy from the date of delivery. Upon your request, we will provide you with a pre-paid UPS return label within 24 hours to facilitate the return process.

Please ensure that all items being returned are new, unused, unwashed, and undamaged, and that they are returned in their original packaging with all tags attached.

Furthermore, we would like to inform you that we offer store credit as a form of reimbursement, which can be applied to any future purchases in our store. We hope that this alternative form of reimbursement will allow you to continue to shop with us.

Items marked as "SALE" cannot be returned or credited under any circumstances, and are sold in as-is condition.

HOW TO REQUEST A RETURN ONLINE

We're happy to assist you with the return process! To initiate a return, simply follow the steps below:

1. Go to your "My Purchases" page and select the order number containing the item(s) you wish to return.

2. In the order summary, click the "Return" button next to each item you want to return.

3. Complete and submit the required return information, and a confirmation screen with your RMA (Return Merchandise Authorization) number will appear.

4. You will also receive a confirmation email containing a summary of your return request, shipping instructions, and a shipping label that you may print. A return processing fee of $12.95 will be deducted from your refund once your item is processed. After receiving your confirmation email, please follow the instructions provided to complete your return.

We hope this process will be easy and convenient for you. Please let us know if you have any questions or concerns, and we'll be happy to assist you further.

ITEMS NOT ELIGIBLE FOR RETURN

We would like to kindly remind you that any items received after 14 days of shipment date, without their original packaging or missing any tags, are unfortunately not eligible for return. In order to qualify for a return, items must be in new, unused, unwashed, and undamaged condition.

CAN I EXCHANGE THE SIZE OR COLOR OF THE ITEM INSTEAD OF RETURNING IT?

At this time, Ancestral Studio does not offer exchanges. We offer our customers store credit in substitution for monetary reimbursement, which can be used for future purchases in our store within 14 days of the delivery date. If you need to change the size or color of an item, you may return the products and make a new purchase.

I HAVE RECEIVED A DAMAGED OR FAULTY PRODUCT. WHAT SHOULD I DO?

We want to make it easy for you to return any defective items.

To begin the process, please visit your My Purchases page and click on the order number that corresponds with the item(s) you wish to return. If you have not registered, please contact our dedicated Customer Care team at customercare@ancestralstudio.com for further assistance.

Once we have received the item and assessed the damage, we will process your credit request.

Please note that we can only accept items that are in the same condition as when you received them. We will keep you informed throughout the process by sending you regular updates via email until we confirm the credit.

WHEN WILL I RECEIVE MY CREDIT?

We understand how important it is to receive prompt credit for your returns, and we strive to make the process as seamless as possible.

After your return package has been delivered to our warehouse, our Quality Control Department will promptly carry out the necessary checks. Upon successful inspection of the items and meeting all requirements, you will receive a confirmation email.

We estimate that credit will be issued within 7-10 business days from the date we receive your return. Thank you for choosing Ancestral Studio!

BILLING INFORMATION

Carefully select your credit card payment option when making a purchase on our platform. It is important to include the billing address associated with the credit card you plan to use to ensure that your order is processed efficiently and without delay.

Please note that at this time, we are unable to accept orders with billing addresses outside of the following countries: Australia, Austria, Belgium, Canada, Denmark, Czechia, Finland, France, Germany, Hong Kong SAR, Ireland, Italy, Japan, Netherlands, New Zealand, Portugal, Singapore, Spain, Sweden, Switzerland, United Kingdom, and United States. We apologize for any inconvenience this may cause.

HOW CAN I PAY FOR MY ORDER?

We would like to inform you that we accept various payment methods for your convenience. You can settle your payments using any major credit cards and debit cards such as Visa, MasterCard, and American Express. We also accept payments through popular online payment platforms such as PayPal and Zelle.

WHEN WILL MY ACCOUNT BE CHARGED?

We want to ensure that our payment process is transparent and convenient for you. Please note that all payments for orders are finalized at the time of shipping. Any charges you may see before this point are simply authorizations and will be released once the final payment has been processed.

In the unlikely event that an item you ordered is no longer available, we will promptly notify you through an email from our customer service team. Rest assured that you will only be charged for the dollar amount of the items that are in stock and available to be shipped to you.

IN WHAT CURRENCY WILL I BE CHARGED?

We would like to inform you that all transactions and product prices are calculated in the local currency of the delivery country of your order. This ensures that you are able to view and make payments in a currency that is familiar and convenient to you. If you have any further questions or concerns about our payment process, please do not hesitate to reach out to our customer care team for assistance.

IS SHOPPING ON THIS WEBSITE REALLY SAFE?

We prioritize the security and protection of your personal and payment data, and we would like to assure you that we utilize the highest levels of security measures to achieve this. At Ancestral Studio, we have opted to utilize the services of Shopify as our payment processor. We would like to emphasize that Shopify Payments is widely recognized as one of the most reliable and secure payment processors in the market. Shopify employs advanced 128-bit SSL encryption technology to safeguard your customers' confidential information during checkout. Additionally, they implement Fraud Defender, an effective measure that aids in preventing fraudulent transactions from taking place in your store.

MY PAYMENT WAS NOT ACCEPTED. WHAT HAPPENED?

We would like to kindly remind you that when making a payment using a credit card, it is important to double-check the accuracy of the information entered, including the card number, card type selected, and expiration date. In the event that your payment is declined, we encourage you to contact our Customer Care for further assistance and guidance.

It is also worth noting that we offer an alternative payment method via PayPal, which you may find more convenient or preferable. We are committed to providing you with the best possible payment experience and are always here to help with any questions or concerns you may have.

WHAT IS THE CVV/CVC CODE? AND WHERE CAN I FIND IT?

We would like to provide you with some important information regarding the Card Verification Value (CVV), which is a crucial security measure that helps prevent fraudulent transactions and verify the identity of the cardholder.

For MasterCard and Visa cards, the CVV code is a three-digit number that is printed on the back of the card, next to the signature space. On the other hand, for American Express cards, the CVV code consists of four digits and is printed on the front of the card.

It is essential to ensure that you enter the correct CVV code when making a payment with your credit card, as this helps protect against unauthorized use of your card and ensures that the transaction is processed securely. If you have any questions or concerns about the CVV code or payment security, please do not hesitate to contact our customer service team for assistance.

WHY DO I SEE TWO CHARGES ON MY ACCOUNT?

At Ancestral Studio, we assure you that your payment method will only be charged once for the total amount of your order. However, please note that you may see two entries of the amount on your statement. The first entry corresponds to the payment authorization request that is initiated when you place the order, while the second confirms the actual charge. We hope this clarification helps to alleviate any confusion or concerns you may have.

CAN I USE MULTIPLE METHODS OF PAYMENT?

At Ancestral Studio, we kindly request that you limit your payment method to one (1) per order.

Thank you for your understanding and cooperation in adhering to our payment policies.

CAN I CHANGE MY FORM OF PAYMENT AFTER I HAVE PLACED THE ORDER?

We are sorry to inform you that we are unable to accommodate any modifications to credit card information after an order has been placed. We apologize for any inconvenience this may cause and appreciate your understanding of our policy. Please feel free to contact us if you have any further questions or concerns.

WILL BE CHARGED SALES TAX?

At Ancestral Studio, please note that state, local, and county taxes applicable to your online transactions will be charged. The estimated tax is reflected in your on-screen total. However, the actual sales tax will be calculated at the time of shipment and may differ from the estimated tax.

We hope this information clarifies any queries you may have had regarding sales tax. Please feel free to reach out to us if you require further assistance.