WOOCS 2.2.1
FAQ 2017-12-29T00:49:39+00:00

FAQ

When can I expect the refund for my return? 2017-06-07T06:15:27+00:00

First of all, a return package has to arrive at the URSLAY warehouse for the refund to happen.

Returned merchandise that arrive at our warehouse go through the following stages :

1. Merchandise is processed for return – to check if returned in original condition
2. refund option email to custome r: reward points or refund to source of payment – customer selects.
3. selected refund option is processed within a day or two of the customer’s selection.

We do need feedback from you for the 2nd stage, as we cannot choose the option at our discretion.
Once the selection is known to us, necessary steps will be done to either input the reward points to the customer’s URSLAY account or issue the refund to original source of payment.

What are my refund options for a return? 2017-06-07T06:12:10+00:00

There are two refund options :

1. loyalty points
2. refund to original source of payment (credit card or PayPal)

These two are for returns that arrive at our office within the window of 30 days of delivery to the customer.
(example: if the item was delivered to you on January 1st, the item would have to arrive at our office by January 31st.)

The difference between the loyalty points and the refund is the return processing fee deduction which is only applied to the refund.

Examples :

For merchandise worth USD 100 returned within the 30 days window, in its original condition :
1. loyalty points of 100 (equivalent to USD 100)
2. refund to original source of payment of USD 94

For merchandise worth USD 100 returned after the 30 days window, in its original condition :
only 1 option : loyalty points of 100 (equivalent to USD 100)

Do I have to pay for shipping for the return back? 2017-06-07T06:10:13+00:00

Yes, customers wishing to return purchased merchandise bear the return shipping fees.

I want to exchange my item for a different one! 2017-06-07T06:09:56+00:00

We currently do NOT perform exchanges, and only accept returns.
To exchange an item, please return the undesired item and re-order the one wanted.

What’s my RMA code? 2017-06-07T06:09:38+00:00

Please email cs[at]urslay.com with your order number and the name of the items you would like to return to request an RMA code!

How do I return an item? 2017-06-07T06:09:03+00:00

Please contact us at cs[at]urslay.com with the below details :

1. order number
2. name of item you want to return
3. reason for returning

An RMA code will be issued for you, and with this please do ship back the package to our office.
More details on our return policy are available here.

I need my order tomorrow! 2017-06-07T06:06:03+00:00

We only offer one form of shipping that is already quite fast.
Unfortunately, we do not offer next day or two day shipping.
Normally, from the moment a shipment is dispatched, delivery will be made within an average of 2-3 business days.
All orders above USD 75 enjoy free shipping all over the world.

What countries do you ship to? 2017-06-07T06:05:18+00:00

We ship to all countries.

Even though the shipping was already taken care of, I STILL had to pay an extra fee to have it delivered! 2017-06-07T06:16:39+00:00

We’re so sorry about that!
We don’t have control over customs fees/duties, but any may be applicable and clearing them is fully under the responsibility of the customer and not us.
Please understand that this may be unavoidable for international orders.
The flat shipping rate of USD 15 and the free shipping for orders above USD 75 are for the shipping costs alone and do not include the customs fees/duties.

Why is my order delivered in multiple packages and when will my remaining items be delivered? 2017-06-07T06:04:34+00:00

In order to avoid delay in delivery, we prefer to send available items first.
Sometimes our production lines may need a bit more time to ensure quality.
This is why you could get multiple packages for an order.
Please do know that we are trying our utmost best to fulfill each and every order to the full!

Can I ship to an alternative address? 2017-06-07T06:04:17+00:00

If you have to leave your current place, or moved to a new area, you can certainly change the delivery information without additional charge, provided that items have not yet been dispatched.
Please contact our CS team at cs[at]urslay.com to update your shipping address.

How do I track the delivery of my order? 2017-06-07T06:04:01+00:00

Once your order is processed and is shipped, an email notification will be sent to the email address saved with the order.
This email contains the tracking number with which you can find out where the package is!
If you haven’t received a shipping confirmation email, that means your order hasn’t shipped yet.
For these email notifications to safely land in your inbox, please do ensure that our emails are registered in your email contacts so that they don’t end up in spam.

My payment keeps getting rejected! 2017-06-07T06:03:45+00:00

Please contact cs[at]urslay.com so that we can help you solve this issue.

Loyalty point & Discount code use 2017-06-07T06:03:27+00:00

How do I use a discount code?

There is a discount Codes field on the right hand side of the shopping cart page.
The field would be shown beneath Reward Points field if you have logged in. Enter the discount code in the field and click on APPLY COUPON.
Once applied, the corresponding discount will appear and amount will be adjusted in the TOTALS area.
Please click ‘proceed to checkout’ at the end.

How do I use my reward points?

There is the Use Reward Points field on the right hand side of the shopping cart page.
Enter the points you want to use for the order, and then click on APPLY POINTS.
Once applied, the TOTAL amount will be adjusted.

My discount code doesn’t work! 2017-06-07T06:02:33+00:00

A discount code expires once it used.
If you get a message saying the code you entered is invalid, it could be due to various reasons including an unsuccessful payment.
In this case, please contact us at cs[at]urslay.com so that we can re-issue a valid code for your use.

What currency am I charged in? 2017-06-07T06:02:15+00:00

Although prices on our website shows USD prices as default, you can choose to change the currency to these via the scroll menu at the top bar, next to the search box.
Below currencies are available :

  • US Dollar (USD)
  • Euro (EUR)
  • Hong Kong Dollar (HKD)
  • Japanese Yen (JPY)
  • Australian Dollar (AUD)

If your local currency is not one of the options, your order will be charged in USD for a competitive exchange rate.
The currency that you shop with is mostly determined by US dollar and would be displayed at check out before completing your purchase.

Is it safe to use a credit card online? 2017-06-07T06:01:36+00:00

URSLAY works hard to ensure customers’ purchase is safe and secure.
In some cases, we may request for additional information regarding the credit card usage.
You will receive an email if this is applicable to you.
Please do respond to the email as this is another way to prevent fraudulent transactions and to enforce financial protection for you!

When will I be charged? 2017-06-07T06:01:18+00:00

The full payment is taken at the point your order is successfully placed on the website.
You will receive an order confirmation with the payment details, and also a separate email notification from either PayPal or Eximbay (our payment gateway for credit cards, Alipay etc).

What kind of payment do you accept? 2017-06-07T06:00:59+00:00

We accept Paypal, Mastercard, Visa, American Express, and JCB!

WHERE’S MY ORDER? 2017-06-07T06:00:41+00:00

Orders typically take up to 3 business days to process and 2-5 business days to deliver once dispatched.

What does processing mean? 2017-06-07T06:00:19+00:00

Order processing consists of checking payment, locating stock, quality checking, packaging, and many more steps to ensure that we give you something that you would love.

It’s been over 3 days and my order is still processing! 2017-06-07T05:59:57+00:00

Sorry about that!
Sometimes the items you have ordered are not directly at our warehouse, and we need to wait for a new shipment which takes time!
It will be sent out as soon as possible.

I’ve only received one part of my order! 2017-06-07T05:59:05+00:00

Your order has most likely been divided into separate packages so that you could receive some of your items faster!
If you see your shipping email, you will see what items have been sent out, and what haven’t been.

I want to cancel my order! 2017-06-07T05:58:27+00:00

As long as your order is still processing, we can cancel your order, but please let us know ASAP!
Do contact us at cs[at]urslay.com .

I want to change my shipping address! 2017-06-07T05:53:38+00:00

As long as your order is still processing, we can change your shipping address.
Updating the address in your URSLAY account will not be reflected on your order, so please contact us!
If your order has shipped already, it is possible to redirect your shipment, but the shipping fee will be the customer’s responsibility.
So please tell us as soon as possible, contact us at cs[at]urslay.com.

My order was cancelled. 2017-06-07T05:51:46+00:00

The refund would be done shortly after the cancellation.
Once the refund is issued, you will receive an email notification from us, titled “CREDIT MEMO.”
As this is an international transaction, sometimes it can take up to 3 weeks for the amount to show up in your account.

Can I make a special request on my order? 2017-06-07T05:50:48+00:00

For any specific requests about the order, please contact us at ” cs[at]urslay.com ” immediately.
Most requests can be accommodated as long as the order has not yet been shipped out and is still processing.

How can I find out more information about a product? 2017-06-07T05:49:40+00:00

Details on an item are available on the product page, where several images of the product is also presented.
If the information available on the web doesn’t quench your curiosity, do shoot us an email with your inquiry of product and the question, at cs[at]urslay.com.

You don’t have my size! 2017-06-07T05:49:05+00:00

All sizes are listed on the product page, and we do not take custom orders.
If a size is not listed on the product page, that means that it does not come in that size.
Please refer to the measurements for exact sizing.

What are measurements? 2017-06-07T05:48:14+00:00

Measurements are the measure of the shoes when are laid flat on a surface with all buttons, zippers, etc. fastened!

What size should I buy? 2017-06-07T05:45:10+00:00

Unsure of which size to buy?
Each product page at URSLAY have its measurements, for easy reference!
As for sizes, here is a size chart that may help.

US EU UK CN KOR/JP
5 36 2.5 34 220
5.5 36.5 3 35 225
6 37 3.5 36 230
6.5 37.5 4 37 235
7 38 4.5 38 240
7.5 38.5 5 39 245
8 39 5.5 40 250
8.5 39.5 6 41 255
9 40 6.5 42 260
9.5 40.5 7 43 265
10 41 7.5 44 270

The absolute best way to get a feel of the size of an item is by looking at the flat measurements on the product page and comparing them with the flat measurements of your own shoes.