Frequently Asked Questions

Frequently Asked Questions

Which payment methods do you accept?

Payments are processed by Stripe. The cards, wallets or other payment methods currently available to you are displayed during checkout. A method is not supported unless it appears there.

When am I charged?

Payment is authorised and captured when your order is successfully placed and confirmed, not when it ships. If payment succeeds but inventory confirmation fails, we cancel the affected order and initiate a refund.

Which currencies can I use?

The store supports USD, EUR, GBP and AUD. Product prices and checkout totals remain in the currency you selected. Your bank may separately charge conversion or international transaction fees.

How will I know that my order was accepted?

After payment and inventory confirmation, we send an order confirmation to the email address used at checkout. Check your spam or filtered folders if it is not in your inbox.

How long does processing take?

Orders are normally prepared within 1–4 business days, excluding weekends and public holidays. Busy periods or product-specific handling may take longer.

How do I track my order?

When a shipment is created, we send the carrier and tracking details by email and make them available in your customer account. Some carriers take up to 48 hours to publish the first scan.

Why is tracking not moving?

Tracking updates are not always continuous, especially when a parcel changes carrier or clears customs. If there has been no update for more than five business days, contact service@andreatang.com so we can investigate with the carrier.

Are taxes and import duties included?

Shipping and any tax collected by Andrea Tang are shown at checkout. Import duties, customs charges or local taxes that are not expressly included may be collected by the destination authorities and are the recipient’s responsibility.

Can I change or cancel an order?

Orders enter processing quickly. Email service@andreatang.com immediately with the order number. We will try to help, but cannot guarantee changes or cancellation once fulfilment has started.

What if an order is cancelled?

We send a cancellation update. If payment was captured, the applicable refund is initiated to the original payment method. Your bank or payment provider controls how long it takes to appear.

How do returns work?

Contact service@andreatang.com within 14 calendar days after delivery and wait for return instructions before sending anything. See Returns & Exchanges for eligibility, condition and shipping-cost rules.