FAQ

When can I receive my order?
During off-peak and busy times (e.g. we have a sale, Black Friday or peak time: Christmas), your order normally takes 24-48 hours to leave our warehouse and can take up to 7-15 working days. Until then, your order status will remain "Awaiting Fulfillment". You will receive an email notification which will also contain your tracking details.
Delivery times vary by location. Please see our Shipping and Delivery page for all information on delivery times.

When I checked out, the products in my cart were no longer available - what happened?
During our promotional period, we receive a large number of customers shopping on the website at the same time. When an item sells out during your checkout experience, it just means another customer purchased the final product before your transaction was completed.

Do you do refunds or exchanges?
Yes, we do! If there is a problem with your order (defective product, wrong order, damaged order, etc.), please contact us within 3 days of receiving your order and we will be happy to assist you with reviewing the case and if approved a replacement will be sent. Please do not return anything until we have reviewed the case and our customer service team will review the request and send further instructions.
For more information, please see our returns and exchanges page, or contact us at applea@vipcservice.com if you need further assistance.

track order
After placing your order, you will receive a confirmation email. Once your order has shipped from our warehouse, you will receive an email with your unique tracking number so you know exactly where your order is! You can also find your Tracking ID by logging into your account online.

How long does it take to process an order?
Please see our Shipping and Delivery page for more information on estimated delivery times. If you place an order over the weekend, your order will be processed the next working day. Please allow extra processing time during sales or during busy periods such as Christmas. To check the status of your order, please log in online and you will see the status of your order under your account.

Our order status:
Pending payment means your order has been received and we are waiting for payment confirmation.
Awaiting fulfillment means your order has been sent to our warehouse team who will process your order.
Awaiting shipment means our warehouse team is sourcing your item and will pack your delivery.
Shipped means your order has left our warehouse and is on its way to you.
Completed means the order has been delivered to you.

Do I need to create an account to shop online?
No, you can checkout with Fem as a guest. To save your details for future purchases and to be able to check the status of your order, you can register with us.

Can I change my billing/shipping address?
Unfortunately, orders cannot be changed or canceled once you have completed your purchase. However, you can contact our team, we'd be more than happy to help you!