FREQUENTLY ASKED QUESTIONS
Welcome to PIECES BY US. We believe every piece tells a story. Here you'll find answers to some of the most common questions about our products, orders, shipping and more.
GENERAL QUESTIONS
1. What is PIECES BY US?
PIECES BY US is a contemporary fashion and lifestyle brand built around individuality, creativity and self-expression. We bring together thoughtfully designed pieces that let you express your personal style.
2. What makes PIECES BY US different?
We focus on distinctive designs, everyday comfort and versatile styles. Our goal is to create pieces that feel personal and become part of your everyday wardrobe.
3. Are your products unisex?
Yes, our collections are designed to be inclusive and versatile. Please refer to individual product descriptions and size guides for specific fit information.
4. Where are you based?
PIECES BY US is a Canadian brand. We serve customers through our online store.
PRODUCTS & SIZING
5. How do I choose the right size?
Each product includes a size guide to help you find your preferred fit. We recommend checking the measurements before placing your order.
6. Are your products true to size?
Sizing and fit may vary between products. Please refer to the individual product description and size chart for accurate measurements.
7. What materials are your products made from?
Material and fabric information is provided on individual product pages. We recommend reviewing these details before purchasing.
8. Will the product look exactly like the pictures?
We make every effort to display our products as accurately as possible. However, slight variations in colour may occur due to screen settings and lighting conditions.
9. How should I care for my clothing?
Care instructions are provided on the individual product or garment label. Following these instructions will help maintain the quality and appearance of your clothing.
ORDERS & PAYMENTS
10. How can I place an order?
Simply browse our collection, select your preferred product, choose your size and colour, and add it to your cart. Proceed to checkout to complete your purchase.
11. What payment methods do you accept?
Available payment methods are displayed at checkout. These may include major credit cards and other supported payment options.
12. Can I modify or cancel my order?
If you need to modify or cancel an order, contact us as soon as possible. Once an order enters production or fulfilment, changes may no longer be possible.
13. How will I know if my order is confirmed?
You will receive an order confirmation email after successfully placing your order. Please check your spam or junk folder if you cannot find it.
14. Can I order multiple products together?
Yes! You can add multiple products to your shopping cart and complete your purchase in one checkout.
15. What should I do if I receive an incorrect order?
Please contact us with your order number and clear photographs of the issue. Our team will review the situation and help resolve it.
SHIPPING & DELIVERY
16. Where do you ship?
Our available shipping destinations are displayed during checkout. Shipping availability may vary depending on the product and destination.
17. How much does shipping cost?
Shipping costs are calculated and displayed at checkout before you complete your purchase.
18. How long will my order take to arrive?
Delivery times depend on the product, production requirements, shipping destination and selected shipping method. Any available estimated delivery information will be displayed during checkout.
19. Do you offer international shipping?
International shipping availability depends on the destination. Please check the available shipping options at checkout.
20. How can I track my order?
Once your order has been dispatched and tracking information becomes available, you will receive an email containing your tracking details.
21. Why hasn't my tracking information updated?
Tracking information may take some time to update after dispatch. If your tracking status remains unchanged for an extended period, please contact us.
22. What happens if my package is delayed?
Delivery delays can occasionally happen due to carrier operations, weather or other circumstances. If your order appears significantly delayed, contact our support team.
23. What if my package is marked delivered but I haven't received it?
Please check around your delivery location, mailbox, reception area or with household members. You can also contact your shipping carrier. If you still cannot locate your package, reach out to us.
RETURNS & REFUNDS
24. What is your return policy?
Please refer to our Returns & Refund Policy for complete information about return eligibility, timelines and applicable conditions.
25. Can I return a product if I change my mind?
Return eligibility for change-of-mind purchases is subject to our published Returns & Refund Policy.
26. What if my product arrives damaged or defective?
We're sorry if something isn't right with your order. Please contact us with your order number and photographs of the damaged or defective item so we can review the issue.
27. Can I exchange an item for a different size?
Exchanges are subject to product availability and our published return and exchange conditions. Please contact us before sending anything back.
28. How long do refunds take?
Once a refund is approved and processed, the time it takes to appear in your account depends on your original payment method and financial institution.
29. Will my original shipping charges be refunded?
Refunds of shipping charges are subject to our Returns & Refund Policy and applicable circumstances.
ACCOUNT & WEBSITE
30. Do I need an account to place an order?
No. You can shop and complete your purchase without creating an account, where guest checkout is available.
31. How do I contact customer support?
You can reach our team through our Contact Us page or by emailing us at [YOUR SUPPORT EMAIL].
32. I haven't received my confirmation email. What should I do?
First, check your spam or junk folder. If you still cannot find it, contact us with the email address used during checkout.
33. Is shopping on your website secure?
We use Shopify's supported checkout and payment infrastructure to help protect customer transactions and personal information.
34. How do I stay updated about new collections?
Subscribe to our newsletter and follow us on social media to receive updates about new releases, collections and brand announcements.
STILL HAVE QUESTIONS?
We are always happy to help.
If you couldn't find the answer you were looking for, get in touch with our team.
PIECES BY US
Email: pbu.store@gmail.com
Website: piecesbyus.com
Every piece has a story. Make yours yours.