FAQ

Frequently Asked Questions (FAQ)
Welcome to TheSculpStore — here you’ll find answers to our most common questions.
Contact: info@thesculpstore.com (we aim to respond within 1–2 business days)

1. How long does delivery take
Orders are typically processed and dispatched within 1–2 business days (Monday to Friday). Transit is usually around 5–8 business days after dispatch. In total, most orders arrive within approximately 6–10 business days from the time you place your order.

2. What is the order cut-off time
Orders placed before 5:00 PM (ET) are usually processed the same business day. Orders placed after 5:00 PM (ET), on weekends, or on public holidays are processed on the next business day.

3. How much is shipping
Shipping costs and any available free shipping offers are shown at checkout before you complete your purchase. From time to time, we may offer free shipping promotions or free shipping above a certain order value.

4. Do you provide tracking
After dispatch, you’ll receive a shipping confirmation email which may include a tracking number (where tracking is available). You can follow tracking via the carrier’s website and/or our order tracking page (if available).

5. Which countries do you ship to
This Shipping Policy applies to destinations we currently serve. Available shipping countries and regions are shown at checkout.

6. My order is delayed, missing, or arrived damaged
Please check your tracking information first (if available). If the issue isn’t resolved, email info@thesculpstore.com with your order number and details. We will liaise with the carrier and do our best to help resolve the issue as quickly as possible.

7. What if I entered the wrong address
Please make sure your delivery address is complete and correct at checkout. If you notice an error, contact us as soon as possible. We can’t guarantee changes once an order has been processed or dispatched, but we’ll do our best to assist.

8. What happens if delivery fails or a parcel is returned
If a parcel is returned due to an incorrect address, refusal of delivery, or failure to collect from a pickup point, we may deduct return shipping or re-delivery costs from your refund, in line with our Returns & Refunds Policy.

9. Can I cancel my order
If your order hasn’t been processed yet, we may be able to cancel it. Please email us as soon as possible with your order number.

10. What is your return window
You can request a return within 30 days from the date you receive your order.

11. What items are eligible for return
Items must be unworn, unused, and in original condition, with original tags/labels and original packaging included. Any accessories that came with the item must also be returned.

12. Are any items non-returnable
For hygiene and safety reasons, some items may not be eligible for return (for example, certain underwear, swimwear, or accessories depending on hygiene rules and local regulations). These items are clearly marked as non-returnable in the product description.

13. Who pays for return shipping
If you return an item due to change of mind, sizing, style, or colour, you are responsible for return shipping costs. Original shipping fees (if any) are non-refundable. If your item is faulty, damaged on arrival, or incorrect, we will cover the return shipping costs and arrange a replacement or refund depending on availability and your preference.

14. When will I receive my refund
After we receive your return, we inspect it to confirm it meets the return conditions. If approved, refunds are issued to the original payment method and typically appear within about 7 business days, depending on your bank or payment provider.

15. Do you offer exchanges
If you’d like to exchange an item for a different size, colour, or product, contact us first. We’ll confirm availability and explain how to arrange an exchange.

Contact

TheSculpStore
Warehouse Address: 184-11 Jamaica Ave, Queens , NY 11423
Business Address: 99 Queen’s Road Central, Central, Hong Kong
Email: info@thesculpstore.com
Phone: 

Customer service hours:
Monday to Saturday
9:00 AM – 5:00 PM (ET)
We aim to respond to your email within 1–2 business days.