Order Issues
1 Where is my order?
Delivery time = Processing time + Shipping time.
As for processing time, we may need up to 1-3 business days to prepare your order after placing your order. This is to make sure that your order is accurate. This processing time does not include shipping time.
As for delivery time, we will inform you with an email after shipment so please check your e-mail or your phone Message for more details.
2 Why I didn't get an email about my order being shipped?
After placing your order, we may need 1-3 business days to prepare your order. This will be our processing time to make sure that your order is accurate. This processing time does not include shipping time.
We will inform you with an email after shipment or if there is any delay.
If you can't find an email 5 days after you’ve placed the order, please contact our Customer Care Team with Live Chat by Message or E-mail: support@austien.com and we would response you as soon as possible!
3 How to change/modify billing address?
The billing address will be automatically generated to the same as shipping address. If you want to change it, you can click on "Edit" at the check out page.
If you paid already, then no need to change the billing address, as we'll just ship the order to the shipping address that you left on our site.
4 Can I change/modify my shipping address/sizes?
Yes, you can.
It includes changing sizes or the color of an item, removing an item, and changing your shipping address. Please contact our Customer Care Team with iMessage or E-mail.
Please note that we can help you modify your order BEFORE shipment.
Once your package shipped, we will not be able to change anything.
5 Can I cancel my order?
There are two types of order cancellation:
- Cancelling an unpaid order.
An unpaid order will be canceled automatically after 24 hours. or >> click on "My Orders" and click on the "Cancel Order" button. Your order will be cancelled.
- Cancelling a paid order.
If you haven't received the shipping notification, you can cancel this order within 2 days by inform us by Message or E-mail: support@austien.com, we will reply to you within 24 hours.
Please note that we CANNOT cancel orders which have been shipped out. Therefore, please wait for your package to arrive and you may either keep it or contact us to return for refund.
Please DO NOT refuse the delivery as the undelivered package will be destroyed by the third-party logistics.