FAQ

How can I get in touch with you?
Feel free to email our customer service anytime, please expect our reply within 24 hours during the business week.

I’m having trouble placing an order!

We're sorry you're experiencing technical issues! If you have tried all the suggestions below and you still can't place an order, contact us and one of our friendly customer care agents will help you!

  • Make sure you have chosen the correct country on the start page. You’ll find a small flag in the top right corner on desktop. If you’re on a mobile device, you’ll find the flag at the very bottom of the page. Click on this to change country!
  • Clear your cache, close all open tabs and remove all items from your shopping bag and put them back in.
  • Use Google Chrome as your browser.
  • Make sure to enter all the details in your address fully and correctly.
  • Try using a different payment method.

I can't find the right size in an item. Can you help?

If a the size of an item is not showing it will mean it is out of stock.
If the item is due to come back you will see an 'email when in stock' email option appear. Enter your email address and you will be notified when the item in your size comes back in stock. 


Do you have any discounts or sales?
Yes! Actorswood™ periodically offers special promotions, discounts and/or flash sales.

Sign up for our newsletter to be the first to know! And make sure you’re following us on Instagram, Twitter and Facebook so that you’ll never miss a deal announcement.

Pay close attention to our captions as we often drop special discount codes there that will help you save money on your purchase! We also have student and military discounts. We're always trying to help-a-sista-out!


Incorrect or Defective Item?
Oops, this is mightily embarrassing. We're very sorry that you received a wrong or defective item and would like to make it up to you! Please let us know as soon as possible by emailing our friendly customer service.

Please add the following details:

    1. Your order number
    2. The product SKU
    3. Details of the issue (e.g. incorrect item or defective item received)
    4. Pictures and/or videos of the item


I'd like to return or replace my order?
We stand behind our quality and offer a 100% quality guarantee on any items purchased from our store. Because our orders are custom produced, we only offer order cancellations for items that have not gone into production. Make sure to double check our size chart. To see if your order still qualifies for cancellation, please contact customer service.

Please refer to our return policy for information regarding returns and refunds. 


Non-Exchangeable & Non-Refundable Items?

Please note that due to final clearance, hygiene concerns and suppliers' requests, certain items are non-exchangeable, non-returnable and non-refundable.

Kindly double check that the items you wish to return do not fall under this list.

  • Lingerie
  • Underwear
  • Earrings
  • Beauty Products
  • Gift cards
  • Swimwear
  • Sale items
Make sure to double check our size chart. To see if your order still qualifies for cancellation, please contact customer service. 

 
I'm unsatisfied with my product. What can I do?

We are committed to providing you with the absolute best products, and are happy to replace your order for any of the following reasons:

  • The product is flawed.
  • The print quality is poor.
  • The product you received is different from the product originally represented on our site.

Please email us a photo of the product you received along with detail shots you wish to include. We will use this information to look into a replacement and prevent future errors. Our customer service team will review your claim. If your claim is approved, we will provide you with a replacement free of charge.

For all other requests please email from your my account. Our customer service team will review your claim. If your claim is approved, we will provide you with a return address. Customers are responsible for return and exchange shipping rates. Please allow 3-5 business days after your return is received for a refund to appear.

Any unauthorized returns, or returns of items that are washed, worn, or damaged will not be eligible for a refund or replacement, and the item will be forfeited.


I’d like to modify my order?

Because our orders are custom produced, we offer address changes for a short period of time after your order is placed. To see if your order is still eligible to be changed, please contact customer service. 


Shipping Fees

At Actorswood™, we keep our shipping fees to a minimum so that you get more bang for your buck! If you spend above a certain amount, you will qualify for free delivery. However, this minimum spend is only applicable after discounts and vouchers have been applied.


Can you ship your products anywhere? 
Yes! However, we are not responsible for additional charges you may incur as a result of international duties. 


Delivery Times

Actorswood™ aims to deliver your items in the fastest time possible! As an item may be sourced from different places, delivery times may vary. Orders from our store typically ship within 5 to 10 business days. For international orders, transit will take an additional 1 to 2 weeks. If your order has not arrived after 10 business days (domestic) and 20 business days (international), please contact customer service.

We deliver on working days (Mondays-Fridays, excluding holidays) from 8AM - 6PM so if we won't be catching you at those times, please leave an authorization letter and ID with whoever else will be around to receive your package.

Count down the days until you receive your package – starting from when you placed your order. 


My tracking number isn’t working?
Tracking numbers can take 1-2 days to appear in the shipping carrier's system. Occasionally, the shipping carrier can lose an order. If the tracking number is still not working within a few days, please contact the shipping carrier.  


What does it mean for my orders?
Please expect longer-than-usual delivery times. Not to worry though, we'll keep you informed about your order's status every step of the way!

  • You'll get your tracking number once your order leaves our stock and our delivery partners bring your order to you.

You can always track your orders on our website, or visit our delivery partners' websites to find your order. 

How do I proceed through the check out process?
Once you have finished adding items to your Shopping Bag, simply click the “Check Out” button on the Shopping Bag page and we will guide you through the check out process. 


Shipping Providers! 
We are working with our courier partner AMERICAN POST to offer you fast, nationwide delivery.

For items that ship from overseas: We also work with DHL/UPS to bring you your orders as soon as possible.

You'll be informed of your delivery courier and the respective tracking number in the shipping confirmation email and SMS we send out.


How to Pick Up Your Order! 
We'll get your package to your nearby branch in 1-3 working days. You'll get an e-mail with a tracking number once your order has been shipped from our warehouse, which you can use to track your order here.

When your order is ready for pick-up, we'll let you know via e-mail and SMS your claim code.

As soon as you get this notification, you'll have 3 days to pick up your order. We'll send you another reminder after the second day. If you aren't able to pick it up during this time, we'll have to pull out your order from the branch*.

At the branch, just present your tracking number and claim code at the counter (either printed out, or saved on your mobile device) The branch clerk will hand over your order and an acknowledgement receipt.

* Note: Unclaimed orders will be refunded if Prepaid. Otherwise, we sadly have to cancel the order, and you'll have to place a new one.


Why Some Items Are Shipped Separately?
Sometimes you will receive the items separately in different packages and on different days due to their different delivery times. Don't worry, sometimes the item are sold out in one stock room. We don't want you to wait longer than necessary, that's way you will receive a separate package for each one as well. 

 

Payment Options!

  1. PayPal is Actorswood's primary enabler of online money transfers, which serve as e-alternatives to paper payments. As of today, PayPal has over 100 million member accounts in 190 countries and regions. PayPal acts as an acquirer, which means that they do the payment processing for us, the merchant, so you can rest easy knowing that we don't see or store any of your account details.
    Sign Up for PayPal Account 
    You can sign up for a PayPal account hereUse Paypal as Payment Option at Checkout Existing PayPal users can click on the "Checkout with PayPal" button when prompted at the payment page. New PayPal users will be redirected to the PayPal website to create their account.You can contact PayPal customer service here for support.
  2. We accept locally and internationally issued Mastercard, VISA, or JCB credit or debit cards for payments and ensure the proper measures to keep your account details safe. Click here to read about our payment security features. 

Payment Security!
At Actorswood™, we have several security measures in place to safeguard your data and payment details:

1. Credit Card Information Storage
All credit card information are securely encrypted and stored with our gateway Cybersource, which is a subordinate company by VISA. This gives a second layer of protection for your credit card information.

2. CVV Verification
When you submit your credit card information, including the Card Verification Value (CVV), our job is to encrypt the info and securely transmit to the issuers. Verification and approval is under their sole discretion.

3. PCI Compliance
The Actorswood™ Website is fully Payment Card Industry Data Security Standard (PCI) compliant, and we also have sophisticated fraud tools and experienced fraud specialists screening our daily orders.

If you still have concerns about your credit card security, you can easily remove your credit card details by going to My Account > My Wallet and scrolling down to the bottom of the page. Click on the icon as shown below to turn off the option to store these details in the payment page. You'll just have to manually key in your credit card information during future checkouts.


I’m having issues placing an order?
We’re sorry to hear that you’re unable to place an order. Please contact Customer Service and we will work on resolving the issue as quickly as possible. 


What is the status of my order?
You can keep track of your order at any time by visiting track orders.


I need help with a late order? 
Orders from our store typically ship within 5 to 10 business days. For international orders, transit will take an additional 1 to 2 weeks.

If your order has not arrived after 10 business days (domestic) and 20 business days (international), please contact customer service.

You can keep track of your order at any time by visiting track orders.


How Do I Apply Credits to a Purchase?
To apply credits toward your purchase, select "Pay with Credits" under your payment options on the checkout page.

Please kindly note that credits may not be combined with the use of a promo code. Credits do not currently cover shipping or tax fees that may be incurred.


Can Credits Be Combined With Coupons?
Please kindly note that credits may not be combined with the use of a promo code. Neither credits nor promo codes currently cover shipping or tax fees that may be incurred.

To apply a credit to your purchase: 
  • Select "Pay with Credits" under your payment options on the checkout page.

To apply a promo code to a purchase:

• Click on the "Promo Code?" option within your cart
• Enter the coupon in the "PROMO CODE" field and click "Apply" 


There's a product missing in my order!
If you are missing a product in your order, we ask you to contact us with your order number and the name of the missing product and we will help you further. We sincerely apologize if this has happened to you!

If your package was damaged or opened when you received it, we ask you to directly contact your post office or the delivery service as well to make a claim for this. In this case we would also appreciate if you would send us a picture of the damaged parcel.

 

Will I be charged VAT taxes?
Items shipping internationally from the US are shipped DDU (Delivered Duty Unpaid) and we do not collect VAT (Value Added Taxes). All taxes, duties, and customs fees are the responsibility of the recipient of the package.

Depending on the receiving country, your package may incur local customs or VAT charges. We recommend contacting your local customs office for more information regarding your country’s customs policies.

Items fulfilled from EU are charged a 20% VAT rate.


Expiry date on my Gift Card?
Gift cards are only valid for 12 months, and if you haven't used it by that time we can't extend the card's life. Please remember to check when your card was bought so you don't lose out.