FAQ

 Payment Information

• What payment methods can I choose?

We accept all major credit cards, like MasterCard, Visa Card, Diners and American Express. Also payment made from PayPal.

Unfortunately, we are unable to accept payment via cash on delivery (COD) or bank transfer.

• Do you have cash on delivery (COD) service?

Unfortunately, we don't support COD service. Instead, we do have a complete after-sale policy. Please be reassured and enjoy your shopping.

• Do we have to pay in dollars?

The currency on our website is U.S. dollars by default.

 

Delivery & Shipping

• What are SupSouvenir’s shipping options?

We take pride in providing a range of secured local and worldwide shipping options. We are happy to offer three shipping methods: Standard Shipping, Expedited Shipping, and Urgent Shipping.

Please note that the time frame in Shipping & Returns policy is stated in business days, excluding weekends and public holidays.

If you want to upgrade your shipping method after the order is placed, please contact our customer service team.

• How long will it take to process my order and receive my order?

Our delivery time includes processing + shipping time. Each product is custom-made and will be shipped within 1-5 working days after payment. The estimated shipping date varies from the shipping method you selected and is provided on the item page.

We will do our best to ship your order to you within the expected time frame; however, we cannot guarantee delivery within these estimated dates. Please allow sufficient manufacturing and shipping time when placing an order.

• How do I change my shipping address?

To change your address before shipment please email at service@supsouvenir.com. Please provide your order number and correct shipping address for us to change for you as soon as possible.

If your order is already shipped to you, unfortunately, we cannot change the shipping address for you from our end. Please provide the the shipping details and contact our customer service and we will talk with shipping company or if you may pick up the parcel at the original address.

• How to find a missing package that shows as delivered?

Most parcels arrive on time. Occasionally the tracking may show as delivered, but you don't have your parcel.

If the tracking for your parcel shows it as delivered, but you haven't received it, please try the following:

1. Please confirm the address you submitted is correct.

2. Look for a notice of attempted delivery.

3. Look around the delivery location for your package. See if someone else in the house accepted the delivery

4. Your parcel may have been left with a neighbor or in a safe place like a porch or garage.

5. Please contact your local post office to check if your package is lost. If so, please ask them for a file document to prove it.

• What if the order is lost or damaged?

Please contact our customer service team via service@supsouvenir.com with your order number. We will be happy to assist you.

Order Details

• Where is my order? How can I track it?

Please register and sign in your account. You could view all your orders and track the order status via “My Orders” in the account center.

• How to change or cancel the order after payment?

It is usually 1-5 business days for production. Production of your personalized items will begin immediately after payment.

If you would want to cancel/change your orders:

1. Within 6 hours after payment, it is FREE.

2. After 6 hours after payment. but before shipment. 50% of your total order is charged.

3. After shipment, no cancel/change.

Please contact our customer service immediately via Messenger or email at service@supsouvenir.com.

 

 

Received Item Issues

• I received my item, but it did not look like what I expected?

We are sorry to hear that your order is not to your taste. We are happy to offer you to exchange the item for another same-priced product, but first, please provide us with some clear item photos to make sure the item matches our quality standards and that the customized details are the same as your order.

Please make sure your message includes the following details so that we can assist you in the best possible way:

1. Order number

2. Some clear photos of the item received

3. Feedback on the item

4. Link of the product that you would like to exchange.

• I'm missing an item from my order, what should I do?

We're sorry to hear that an item is missing!!

1. Please check your order details on your order confirmation to ensure that the details are correct and as you ordered.

2. We may have sent your items in separate parcels, so please check your orders to see if any of your items will be arriving separately. Please check the delivery notes from each parts of your order to ensure you're not missing anything.

3. If an item is missing, please contact our customer service team with your order number, the missing item's name, and a link to the item page if you have it. We will resolve this issue for you as quickly as we can.

• I received an incorrect item, what should I do?

We are sorry to hear that your order is faulty! If this occurs, we will do our best to sort this out right away.

Please check your order details to ensure that the order was placed correctly with your chosen personalization. If the mistake is ours, we are happy to rectify our mistake and offer a free replacement item for you.

We will assist you with any issues, please don’t hesitate to contact our customer service via email service@supsouvenir.com with Your Order Number, photos of the incorrect item. Please help to explain how the item was supposed to look like. Rest assured that we will resolve this issue for you as quickly as we can.

 

Return & Refund

• Return policy
  

If you are unsatisfied with your product upon receiving it, Please don't hesitate to contact our customer service via service@supsouvenir.com  We would be happy to issue a replacement or a refund according to our Return Policy. Please get in touch with us if you are not satisfied with the solution provided. Our customer service will assist you with alternative options.

• How long will it take to process the refund?

It usually takes around 3-5 business days for our team to process the refund. Please check your account a few days later after it is initiated. Thank you for your patience.

• Will you refund to my original account or another account?

The refund will be returned to the original account you used to pay for the order.

 

General Information about SupSouvenir

• Is it safe to place an order online?

SupSouvenir uses a variety of security precautions to protect your personal information from unauthorized use.

We use the latest security technologies, including data encryption, server authentication, message integrity, SSL certificates, and trust waves – just like keeping your PayPal and credit card information in a bank vault.

We assure you that our website is safe, and we have implemented the most advanced security measures. Customer safety and privacy are always our top priorities.

• Do you have any retail locations?

Currently, we focus on our online services and do not have a physical store.

 

For further information, you can contact Our Customer Services via email service@supsouvenir.com