Why do some garments have inconsistent fabric color?

Some of our products are pre-faded for an aged or distressed look, which is achieved through various processes such as stone wash, marble wash, and snow wash. These processes involve the use of mechanical abrasion to break down the fibers of the fabric, causing the color to fade and create a bleached, and even slightly worn-out appearance.

Unlike garments made from mass-colored fabrics, our garments are washed and dyed in small batches. Therefore, even with the same dyeing process, there could still be variations in the final color of the garment. Typically, 80% of our small-batch dyed garments have consistent colors with a color fastness rate of 2 or 3, which are within the standard range.

The inconsistencies in the fabric color of pre-faded garments are an inherent aspect of the small-batch dying process. They can also give the garment a unique and individualized character.

How long do I have to wait for a refund?

If you request a refund when your order status shows "Paid", the request will be immediately approved by PODpartner. The refund will be sent back to the original payment method used to make the initial purchase. It typically takes a few seconds to complete the refund for payments originally made with POD Wallet. As for Paypal payments, the processing time could vary depending on Paypal's refund policy.

If the order status is other than "Paid", you have to contact our customer service for a refund. We will respond to your request in 24 hours.

How do I contact the PODpartner support team?

What if the delivery address was wrong?

To correct the delivery address of a paid order, please contact our customer service ASAP.

What if my customer is not happy with the product they receive?

If your customer is unsatisfied with the product, please get in touch with our customer service. After receiving information such as the order ID, relevant photos, and the reason why your customer is upset, we will open a support ticket and help you resolve the problem as soon as possible. Note that we will only issue a refund if the product is damaged or defective.

How can I check the progress of a refund?

Go to Dashboard > Orders > Find the order for which you requested a refund > view the order's current status.

If the order status is "Refunded", the funds have been returned to the original payment method used to make the initial purchase; otherwise, your refund request is still under review.

You can also view your order status in your transaction history. Here’s how to check your transaction history:

1. Go to Dashboard > Billing > Transaction Record;

2. Click on "Order Details" to view the transaction information of all your orders;

3. Click on "Wallet Details" to view the transaction records of your POD Wallet;

What’s the time limit for a refund request?

If you want to request a refund, please contact our customer service within 15 days of your order status becoming "Completed". To ensure a fast refund process, please provide the order ID and images associated with the product issue.

What if the product delivered is a wrong item/damaged/has quality issues?

If you receive the wrong product or a damaged/defective item, please contact our customer service as soon as possible and provide your order ID and picture of the product. After verification, we will produce and ship a new product to you for free. You can also choose to request a refund instead.

What is your return & refund policy?

We don't offer returns for the time being. How we handle your refund request is determined by your order status. 

Order status is "Paid" - We will immediately issue a full refund to you.

Order status is "In Production", "Production completed", or "Qualified" - We will deduct the cost of the products and refund you the rest of the amount.

Order status is "Shipped" - Your refund request will not be accepted.

Order status is "Delivered" - Please get in touch with our customer service within 15 days of delivery. We will do our best to provide a satisfactory solution.

Order status is “Completed” - This status appears after 15 days of delivery. At this point, we’re unable to process your refund request because the reimbursement deadline has passed.

Please note that all the refunds will be sent back to the original payment method used to make the initial purchase.

If you are not happy with the product delivered, please contact our customer service for after-sales support.

How do I link a custom packaging bag or hang tag to a product?

After creating a branded packaging bag or hang tag, you can either link them to a particular product template or an integrated online store.

Head to Dashboard > Branding > Packaging bag/Hang tag > Manage.

If you choose “Link to product template(s)” in the pop-up window, any orders using this template will automatically include the linked packaging materials.

If you click “Link to store(s)”, all the products published in this store will be automatically linked to the packaging materials.