FAQ

GENERAL

WHERE ARE YOU FROM?

We are located in New Zealand however operate globally

WHERE DO MY PRODUCTS COME FROM?

We currently have warehouse/shipping facilities in Australia, Canada, United States & China. We try our best to ship from the warehouse closest to you. In the event we are unable to do so due to limited stock we ship from our main warehouse in China.

Note that your products will be, at times, shipped seperately. This is more relevant to those ordering multiple products. The main reasoning behind this is that we source our products from different suppliers. 

SIZING

HOW DOES SIZING WORK?

All products have size charts available. Please use these charts to determine your best fit.

As our suppliers tend to be from Asian origin, sizing is different.

To put this into perspective:

An Asian M can be a US XS or S so using the size charts are important.

That being said, there are times where you will receive the item with the labeling for the Asian size.

Should you have any questions about sizing feel free to contact us through email.

SIZE CHARTS

Size Charts should be available on all items. If there is no size chart, please let us know and we can rectify this immediately.

All size charts are in CM.

For your reference:

1 inch is the equivalent to 2.54 cm


Please allow for 1-3cm error as most items are measured by hand.

RECOMMENDATIONS

We always recommend sizing up to those who want a looser feel and maintaining your normal size for those who want the slimmer look.

If you are ever unsure, please contact us for recommendations via email. Please let us know your height and weight if you would like a size recommendation. 

I ORDERED AN L BUT RECEIVED AN XL/XXL/3XL ?

As we stated before, at times you will receive the Asian size equivalent.

In some instances, our suppliers use US/EU size so you will receive the size label for the size you chose and in other instances you will receive the Asian counterpart. 

Always refer to the size charts or ask us for help if you are not sure what size to order.

SHIPPING

WHERE DO YOU SHIP TO?

Everywhere! We proudly ship worldwide for FREE.

PROCESSING

We generally take 1-7 business days to process our orders and co-ordinate with our warehouse and shipping departments.

AUSTRALIA, UK & USA

For our Australian, UK & US clients we offer an estimated delivery time of 12-25 days. Although we generally beat these estimates, certain things like delays at customs or processing time can effect delivery time.

REST OF THE WORLD

For all other countries delivery times can be estimated at 20-40 days. We generally beat these estimates although circumstances such as delays at customs or processing times can cause longer than expected shipping times which is why we factor in slightly longer periods for "Rest of the World" clients.

ADDITIONAL INFORMATION

These estimates can change depending on your location, what items you purchase, and any other unforeseen factors. We are working with our partners to reduce this time significantly in the future. Should you have any questions regarding shipping times for your order or future order feel free to contact us through email

MULTIPLE ITEM ORDERS

As noted previously, we source our products from multiple suppliers around the globe. That being said, when ordering multiple items there is the odd chance your products will be shipped to you from different suppliers thus different shipping schedules.

Should you have any questions regarding the status of your order feel free to contact us through email

CUSTOMS

Due to the global nature of our business we are not responsible for any customs fees once items have shipped. By purchasing our products, you agree that one or more packages sent to you may require customs fees when they arrive to your country.

TRACKING INFORMATION

TRACKING

We offer you the ability to track your order right through our site. All you require is your tracking code.

If you don't know what your tracking number is follow these steps:

  1. Log in to your AUCLAY
  2. Navigate to your order
  3. Click on the individual item's tracking number and you should be routed to it's corresponding tracking package.

Please click here to be navigated to our tracking system.

MY TRACKING NUMBER IS NOT WORKING

Your order is shipped once our warehouse has packaged it and sent it to the courier. You will receive an email with your tracking number. Some delivery service require up to 7 business days for your tracking number to resolve.

Should it not resolve by then, please contact us via email with your order number and we will investigate this issue.

RETURNS/ EXCHANGES

POLICY

Please see our policy here

Should you have any questions about this policy contact us through email

CANCELLATION

We cannot guarantee any cancellations or changes once the order has been fulfilled. We will try our best to accommodate your request at our discretion.

PAYMENT

PAYMENT TYPES

We accept most, if not all, major credit cards, Apple Pay & PayPal. Should you want to use another method of payment such as Bitcoin, Amazon, or another payment outlet, please contact us and we make arrangements for those payment types to occur.

PAYMENT ERROR

Our payment processors have strict requirements which mean that your billing address needs to match the issuers billing address.

When shipping to a different location than your billing address, ensure your billing address matches what is registered to the card. If you are still having payment issues we suggest you contact your payment provider individually to seek further advice on the matter.

PAYMENT VERIFICATION

We reserve the right to verify your payment if we feel that it may be categorized as high risk.

High risk payments can be those with different billing addresses from that associated to the card, a card used outside of its country of origin, a card used outside of its country of origin with a destination outside its country of origin, and other related scenarios.

When your payment may be categorized as high risk, we require some identification to verify the payment.

CURRENCY CONVERSION

All of our products are listed in USD and transactions are finalized in USD. 

We offer a currency converter tool to estimate how much your charge could be. Once the transaction is finalized by your bank you can/may be charged a different rate by your bank. You will see the settlement amount is the same as the USD amount but the currency conversion rate may be different.

 

For Example:

1 Shirt costs $10 USD. Our currency conversion tool shows that it costs $12.50 CAD but the final charge made by your bank might be $13. This $0.50 cent difference is what the bank may charge you as a commission for doing the currency conversion. 

 

Unfortunately, we have no control over this as we settle all of our final payments in USD.

If you have any questions or concerns feel free to contact us at info@auclay.com