FAQ

ORDERS

What currency are your prices in?

All prices are charged in USD Dollars. The currency will convert back to USD once you are in the checkout.

I want to make a change to my order, what can I do?

Please email our Customer Care team as soon as possible, if your order has not been packed for shipping we may be able to make changes to your order however, if it’s too late – sorry, it’s too late! 

I want to cancel my order, what can I do?

Once an order has been placed we are unable to cancel it.

I forgot to enter a discount code, can you add it in?

Once an order has been made we cannot add/amend discount codes or refund partial amounts. Good news is you can always use it next time.

I’ve entered my shipping address wrong – how can I change it?

Please contact Customer Care right away, if your order hasn’t been shipped we can change your shipping label. 

What is the status of my order?

All items take 5-10 business days to package and dispatch. Handmade items take 1-4 weeks depending on the order volume.

Once your item has been shipped please allow up to 24 hours for the shipping confirmation email. You can track your parcel via the link and follow it’s delivery. If you need a further update or if there is an issue with your tracking please contact Customer Care.

If you have any further questions about the status of your order please email Customer Care via help@shoppellucid.com

 

DELIVERY

Do you ship to my country?

We offer international shipping in most countries!

Where do you ship from?

We ship from our warehouses in Hong Kong, Toronto, and Shanghai. 

I’ve entered my shipping address wrong – how can I change it?

Please contact Customer Care right away, if your order hasn’t been shipped we can change your shipping label.

How much are shipping costs?

We offer FREE SHIPPING on all orders over $100! 

When will I receive my order?

Orders can take between 5-10 business days to process before shipping out to your destination. Please view our delivery standards

I can't see updates on my order?

Do not worry! We ship our parcels via a private shipping partner and tracking will begin updating when it arrives to your countries logistic centre. 

 

RETURNS

What is your returns policy?

We accept items that are in their original condition (tags attached, no body odour, make up etc.) and we will provide you a refund upon the return of your item. All returns are payable by customer and must be shipped tracked.

All returns must be requested within 10 days of receiving your item.

Pellucid checks returned items thoroughly to identify potential misuse or abuse of our return policy. We reserve the right to refuse any returns. 

Do you offer refunds?

We do not offer refunds unless the item is deemed faulty by our Returns Team.

What if I need to exchange something for a different size or?
Sorry, we are unable to process exchanges due to the fast turnover of our stock. If you would like to exchange something for a different size or style, please return the original item(s) and use your store credit to reorder.

I think my item is faulty what do I do?

Uh oh, if you believe you have received a faulty item please email help@shoppellucid.com right away with images and our quality check team will need to discuss whether your order is eligible for a refund. Please view our Return and Refund Policy.

How do I arrange a return?

To arrange a return please email our Returns Team via help@shoppellucid.com, they will email you a returns form that is needed to identify all returned items.

  

SIZING

What size should I order?

There are size charts on each product depending on the garment you are viewing. We recommend you to double check the size charts on each of the products prior to purchasing as sizing is unique on each item. If you are between two sizes, we recommend you to size up!

Please note that all items are measured manually so they may be 1-3 cm off.

My item does not fit. What should I do?

Unfortunately, we do not offer free exchanges/refunds if the item does not fit. You can contact us at help@shoppellucid.com and we will offer a low cost alternative. We provide measurement charts for you to compare your size with. 

How can I wash the items?

Please hand wash and air dry all Pellucid's apparel. Use the laundry machine on gentle mode at your own caution. Do not put items in the dryer. 

What is the best way to contact you?

Emailing us at help@shoppellucid.com is the best way to contact us! We will get back to you as soon as we can.

 

ABOUT US

Where is your shop based?

We are a boutique brand based in Hong Kong. We have warehouses in Hong Kong, Toronto and Shanghai.

Where are your handmade items created?

All handmade pieces are made in our warehouse in Hong Kong by our artisan team. Employees are paid following industry standards as we believe that a happy and safe working environment creates quality products.