HELP CENTER / F.A.Q.

Browse F.A.Q. Topics

DELIVERY QUESTIONS

  • WHAT IF I HAVEN’T RECEIVED ALL THE PRODUCTS I ORDERED?
    If you haven’t received all the products you ordered, please contact our customer service. If you send us a mail, please include your order number.
    CONTACT US
  • WHAT SHOULD I DO IF A PRODUCT IS DAMAGED OR I HAVE RECEIVED A WRONG PRODUCT?
    We want all our customers to receive high quality products. If the product you have received is damaged or you have received a wrong product, please read the following to learn how to return it.
    MORE ABOUT RETURNS
  • HOW AND WHEN IS MY ORDER DELIVERED?
    All packages are sent with Speedpost from our warehouse within 4 working days after your order has been placed.
    MORE ABOUT DELIVERIES
  • HAS MY ORDER BEEN SENT YET?
    As soon as your order is sent from our warehouse, you will receive an email with a tracking number.  Have you tried checking your order status online with our Order Tracking?   You can also track your package on www.speedpost.hk. If you haven't received your order after 2 weeks – and it is not possible for you to track it via Speedpost – please contact our customer service at shop@latitude22n.com.
    TRACK YOUR ORDER GO TO SPEEDPOST
  • WHY HAVEN’T I RECEIVED MY ORDER OR SHIPPING CONFIRMATION EMAIL?
    If you haven’t received your shipping confirmation, it is likely your order hasn’t been shipped yet. Orders are normally sent within 4 working days after receipt of your order, but delays can occur. It is also possible that your order was shipped and the notification wasn’t send due to a technical error. If it has been more than 8 days since you placed your order, please contact us.   If you didn’t receive an order confirmation email, don’t place a new order until you are sure the order didn’t go through. Otherwise you may end up with a duplicate order. Please contact customer service in order to verify if we have received your order.
    CONTACT US TRACK YOUR ORDER
  • WILL I BE CHARGED CUSTOMS OR IMPORT DUTIES IN MY HOME COUNTRY?
    If your delivery country charges customs or import duties, these will be charged once the package reaches the destination country. You will have to pay these charges. Unfortunately we have no control over the charges and cannot inform you what they will be. Customs policies vary widely from country to country – so if you have any questions, please contact your local customs office for further information.
  • WHERE DO YOU SHIP TO?
    Currently we ship throughout Asia, Australia, New-Zealand, Europe and United States - stay tuned for new destinations.
    MORE ABOUT DELIVERIES SUBSCRIBE TO NEWSLETTER

NEWSLETTER QUESTIONS

  • WHERE CAN I SUBSCRIBE TO YOUR NEWSLETTER?
  • WHY AREN’T I RECEIVING YOUR NEWSLETTERS?
    If you have subscribed to our newsletter, but haven’t received any newsletter, it might be because your email software is treating our emails as spam and therefore sending them to your spam folder! To solve this problem, please add info@latitude22n.com to your email address book and you should be able to receive our newsletter.  If this doesn’t solve the problem, maybe you have typed a wrong email when you signed up with us. Try to sign up again – and if you still don’t receive it - please contact our customer service at shop@latitude22n.com.
    SUBSCRIBE TO NEWSLETTER

ORDER QUESTIONS

  • CAN I RETURN A PRODUCT – AND WHAT IS REFUNDED?
    You can return a product within 10 days of receipt for a refund.  We will refund the price at which you purchased the product. Freight will not be refunded.
    MORE ABOUT RETURNS
  • WHAT IF I HAVEN’T RECEIVED ALL THE PRODUCTS I ORDERED?
    If you haven’t received all the products you ordered, please contact our customer service. If you send us a mail, please include your order number.
    CONTACT US
  • HOW AND WHEN IS MY ORDER DELIVERED?
    All packages are sent with Speedpost from our warehouse within 4 working days after your order has been placed.
    MORE ABOUT DELIVERIES
  • HAS MY ORDER BEEN SENT YET?
    As soon as your order is sent from our warehouse, you will receive an email with a tracking number.  Have you tried checking your order status online with our Order Tracking?   You can also track your package on www.speedpost.hk. If you haven't received your order after 2 weeks – and it is not possible for you to track it via Speedpost – please contact our customer service at shop@latitude22n.com.
    TRACK YOUR ORDER GO TO SPEEDPOST
  • WHY HAVEN’T I RECEIVED MY ORDER OR SHIPPING CONFIRMATION EMAIL?
    If you haven’t received your shipping confirmation, it is likely your order hasn’t been shipped yet. Orders are normally sent within 4 working days after receipt of your order, but delays can occur. It is also possible that your order was shipped and the notification wasn’t send due to a technical error. If it has been more than 8 days since you placed your order, please contact us.   If you didn’t receive an order confirmation email, don’t place a new order until you are sure the order didn’t go through. Otherwise you may end up with a duplicate order. Please contact customer service in order to verify if we have received your order.
    CONTACT US TRACK YOUR ORDER
  • CAN I CHANGE OR CANCEL MY ORDER?
    It is possible to cancel your order if it hasn’t been sent. Contact us and we will help you. It is not possible to change your order once it has been submitted. This also includes changing the size or color of a product, removing an item, changing the delivery address or payment method. If your order has been sent, you will have to return the products in order to receive a refund. The freight will not be refunded.
    CONTACT US

PAYMENT QUESTIONS

  • WILL I BE CHARGED CUSTOMS OR IMPORT DUTIES IN MY HOME COUNTRY?
    If your delivery country charges customs or import duties, these will be charged once the package reaches the destination country. You will have to pay these charges. Unfortunately we have no control over the charges and cannot inform you what they will be. Customs policies vary widely from country to country – so if you have any questions, please contact your local customs office for further information.
  • HOW CAN I PAY?
    We accept VISA, Mastercard, American Express and Discover Credit cards payment via Paypal’s secure server.  Alternatively you can pay with your Paypal account or choose to do a direct bank transfer into our bank account.
    MORE ABOUT PAYMENTS
  • WHICH CURRENCIES ARE ACCEPTED IN THE SHOP?
    Products can be purchased in HK$ only. However, you can choose to view the prices in Euros or USD. Kindly note that conversions are estimates only and should be used for information only.

PRODUCT QUESTIONS

  • WHAT IF I HAVEN’T RECEIVED ALL THE PRODUCTS I ORDERED?
    If you haven’t received all the products you ordered, please contact our customer service. If you send us a mail, please include your order number.
    CONTACT US
  • WHAT SHOULD I DO IF A PRODUCT IS DAMAGED OR I HAVE RECEIVED A WRONG PRODUCT?
    We want all our customers to receive high quality products. If the product you have received is damaged or you have received a wrong product, please read the following to learn how to return it.
    MORE ABOUT RETURNS
  • CAN I SIGN UP FOR A PRODUCT THAT IS OUT OF STOCK?
    We always do our best to make sure all products are available. But unfortunately, sometimes a product is not in stock. We do not allow back ordering on our website. If you’d like to be informed of when a product is back in stock, do send us an email with product description and we will email you once the product is back in stock.
    SUBSCRIBE TO NEWSLETTER CONTACT US

RETURN & REFUND QUESTIONS

  • WHAT IF THE REFUNDED AMOUNT ISN’T CORRECT?
    We are very sorry if we made a mistake with your refund. Please contact our customer service and we will sort it out for you.
    CONTACT US MORE ABOUT RETURNS
  • WHY WASN’T THE SHIPPING INCLUDED IN MY REFUND?
    We refund what you have paid for the goods – but not the freight.  Read more about returns here:
    MORE ABOUT RETURNS
  • WHEN WILL I RECEIVE MY REFUND?
    It can take up to 14 days for us to receive your return.  Check out our Returns section for details.
    MORE ABOUT RETURNS
  • CAN I EXCHANGE THE PURCHASED PRODUCT TO ANOTHER ITEM?
    Unfortunately it is not possible to exchange products. If you require a different product than the one you purchased, you will have to place a new order online and return the original product for a refund.
  • WHERE CAN I FIND A RETURN FORM?
    Check out our page about returns for that and more!
    MORE ABOUT RETURNS
  • CAN I RETURN A PRODUCT – AND WHAT IS REFUNDED?
    You can return a product within 10 days of receipt for a refund.  We will refund the price at which you purchased the product. Freight will not be refunded.
    MORE ABOUT RETURNS
  • WHAT SHOULD I DO IF A PRODUCT IS DAMAGED OR I HAVE RECEIVED A WRONG PRODUCT?
    We want all our customers to receive high quality products. If the product you have received is damaged or you have received a wrong product, please read the following to learn how to return it.
    MORE ABOUT RETURNS