Services During COVID-19
The effects of COVID-19 on FashionTIY: online chat, order processing, shipping and after-sales.
Last updated
The effects of COVID-19 on FashionTIY: online chat, order processing, shipping and after-sales.
Last updated
COVID-19 has a varying degree of negative impact on everyone, and FashionTIY is no exception.
As you know, FashionTIY is an American company, but most of our supplier factories are located in China and India. The products you purchase will be produced, inspected, and packaged in China or India, and shipped to your door through international logistics such as DHL / UPS.
Over the past six months, China and the United States have been hit by COVID-19 in sequence. Governments of various countries have made great efforts to suppress the spread of the epidemic:
Suspend the production of most factories
Suspend international logistics and transportation
Require employees to work remotely at home
As of today, FashionTIY has basically resumed normal business, and we will continue to provide you with the best service. Although the negative effects of COVID-19 still exist, but we believe that we will eventually defeat it.
The following is the still existing effects of COVID-19 for now:
The working hours of online chat time has changed to:
8:00- 21:00 (UTC+8:00) Beijing Standard Time
You will get a reply within a few minutes during working hours, and you can find more information here.
It may need several hours to reply to you when you contact us via online chat during non-service hours
This situation will become better with the disappearance of COVID-19 in the near future.
As you know, when you place an order on FashionTIY, in addition to dispatching the products in the warehouse, we often need to contact the factory to produce for you.
But lots of factories have not recovered 100% of their production capacity, which will cause us to spend more time and energy to prepare products for you.
In order to ensure the quality of products, we implemented stricter quality control during the COVID-19, which also means that more manpower and time are required.
Limited by the type and quantity of products you purchase, we cannot provide you with absolutely accurate order processing time during the COVID-19. If you have questions about your order, please contact us, customer service will answer you in detail.
This situation will become better with the disappearance of COVID-19 in the near future.
The products you purchase on FashionTIY need to be shipped to you by the logistics company.
During the COVID-19, logistics companies were under the greatest pressure ever. There are too many packages to be transported. To deal with this situation, logistics companies adjusted their prices and shipping time periods:
Many cheaper logistics channels directly stoped their services.
The transportation cost per kilogram has increased to 5-6 times the original price, and actually FashionTIY already subsidizes part of the freight for your almost every order.
All packages in a logistics company now need to be queued. Queued up to be taken, queued up to be shipped, queued up to be delivered.
It all depends on the regulations of the logistics company, you can find the corresponding information on the DHL / UPS website.
This situation will become better with the disappearance of COVID-19 in the near future.
You will enjoy the same after-sale policy as usual.
Actually most of the after-sales problems recently are related to the extension of order processing time and the extension of logistics cycle. If you have questions about your order, please contact us and customer service will answer you in detail.
In fact, almost all platforms face the same problems as us, because all products need to be produced by the factory that has not been 100% resumed from COVID-19, and all logistics need to be shipped by the same logistics company like DHL / UPS.
This situation will become better with the disappearance of COVID-19 in the near future.
