FQAs

Order Issues

Q: “Where to shop?“

Sntchx is exclusively available on https://sntchx.com/. You'll be the first to know about new collections, restocks, and more.

Q: “How do I track my order?”

When an order is dispatched, you will receive a confirmation email containing the shipment tracking information. The shipping information will be updated and sent to you once the package arrives at your local airport (due to system reasons, shipping information is not updated to you immediately during the time).

Still haven’t received your tracking info? Check your spam folder-it can get stuck in there sometimes. If you already have a XX login, you can also find your tracking number there. Still not seeing it? Don’t worry--just contact our customer team and they will investigate.

Q: “How do I change or cancel an order?”

You are suggested to change or cancel your order by our customer support team before the order is processed. If you miss this grace period, no worries! We are committed to providing satisfying after-sales service. Please contact us, and we guarantee to offer the best scheme to you with the most efficiency. If you want to change your order, you can place a new order to ensure that you receive it as soon as possible.

 

Q: “What can I do if haven’t received the delivered package as expected?”

First, double-check your shipping address on your ordering information. Second, check the area where the carrier would have left it. Third, check for a notice of attempted delivery on your tracking link. Or you can call the carrier with your tracking information. Give it a little more time. Some shipping carriers may scan items as delivered prior to arrival. Thanks for your patience.

Q: “I tried ordering through the website but it's not going through - what do I do?”

You can solve many errors with just a few simple steps: Try using a different browser Force stopping the browser Clearing the browser cache If these still don't work, contact us, so we can get it sorted for you!

Product Information

Q: “How can I find the products I need?”

You are able to search for garments using the "search" button located in the upper right corner, entering keywords (bra, panty, girdle, enhancement, lace, etc.) or the product reference number. You can also search in the top menu, selecting the category you need or using the filter on each category page.

Q: “What size should I buy?”

We have a size chart link available on each product page. Or just let us know your current bra size and fit issues, and we’ll give a personalized size recommendation.

Q: “How do I care for my pieces?”

Don’t wear your bra two executive days. Hand wash on low temperature with a gentle detergent. Air dry is strongly advocated. With proper care, the service life will be extended.

 

Exchanges and Returns

Q: “What is the return policy for SNTCHX® ?”

If you're not satisfied, you can return the item within 30 days of your order. To ensure health and hygiene, please wear underwear or bottoms when trying on items.

Returns and exchanges are allowed if:

The item is unworn, unwashed, has intact tags, is in original packaging, and was purchased within 60 days. Free Gifts, bras, underwear, and final sale items are not returnable.

Items that cannot be returned or exchanged include:

• Worn items
  
• Washed items
  
• Items with incomplete labels or packaging
  
• Items older than 30 days

We appreciate your understanding of our return policy and are committed to excellent after-sales service. Need help? Our team is just an email away.

 

Q: “Can I help with a defective product?”

We apologize if you received a damaged item. Please send a photo of the damaged product to support@sntchx.com with your order number as soon as possible, and we would help you with a resolution. Please note that any damaged item outside of a 30 days return window cannot be returned or refunded.

Q: “How long does a refund or exchange take to process?”

Your request will be conducted when your return arrives and is processed at our warehouse. Return processing usually takes 5-7 business days. It takes some time for your bank or credit card company to process and post the refund. If you don't receive it, please contact us. Your patience will be highly appreciated.

Q: “What if I closed my card/bank?”

Currently, we can only issue a refund to the original payment method, meaning that we cannot issue a refund to a new account or card. If the account has been completely closed, please consult the bank first. You can reach out to us at support@lilylove.com if you need further assistance.

 

Shipping

Q: “When will my order ship?”

Q: “How long does my order take to arrive?”

Standard Delivery 7-15 business days. Please note: Shipping times do not include the standard 2 business days processing time it takes for the order to ship out. Due to the large order volume and slow logistics during the shopping spree, some shipments may be delayed. We're working diligently to get your order on time.

Q: “Can I update the shipping address?”

After an order is submitted and enters the processing stage, it is generally not possible to stop or modify the order. However, if the order has already been shipped and you need to change or correct any address information, it is recommended that you contact the logistics carrier directly. Please note that modifying the address or adjusting the delivery method may significantly impact the delivery time and may incur additional fees, which will need to be paid directly to the carrier by the customer.

Q: “What is the shipping fee, and how do I qualify for free shipping?”

The shipping fee varies according to the actual condition. Generally speaking, it is about $6.98-$12.98. In remote areas, the express fee could be up to &20. We offer free shipping on all orders over $79.