F.A.Q.
Welcome to our FAQ page! Find quick answers to common questions about our products and services. If you can't find what you're looking for, our support team is here to help.
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Order and Payment
How can i track my order?
You can track your order status at any time by logging into your account. Once your order has been dispatched, you will receive an email notifying you of the shipment with the relevant package tracking number.
Can I cancel my order?
Yes, you can cancel any orders placed if it has not been dispatched for delivery yet. If you wish to cancel your order, please contact our Customer Care team [email protected] immediately.
Can I amend my order after payment is successful?
Unfortunately, once your payment is completed, you cannot amend your order on the website by yourself. Please contact our Customer Care team at [email protected] for further assistance.
What should I do if I receive a defective, damaged or incorrect item?
In the event of receiving a defective, damaged or incorrect item, please do not hesitate to contact our Customer Service directly. We will make sure you are taken care of.
My payment was declined, what should I do?
If your payment was declined, we are unfortunately unable to reinstate the order so you will need to place your order again. Please make sure you have entered your card details and required information correctly, including the expiry date, billing address, security code, etc. It is possible that your card issuing bank was responsible for declining the payment, it is in your best interest to contact them directly if the issue persists. Alternatively, we would suggest you try paying with another card.
Why was my order cancelled?
If you received an Out of Stock email after your order was confirmed, we apologize and regret to say that this can indeed happen, albeit rarely. We perform stringent quality checks to ensure that every single product sent out meets our high standards. If your item happens to be the last piece available in our stock and fails our checks, we will cancel and refund the item and notify you immediately.
Product and Service
How do i find the right size?
Our sizing system is designed to help you find the right size without the need of trying the products on in person. You can visit Find Your Size to see a comprehensive step-by-step guide on how to measure yourself and get accurate measurements.
What are collar stays for?
Our Dress Shirts come with removable collar stays, which keep the collar firm and even. An extra pair of collar stays are also attached to the hangtag.
Do the dress shirts come in other collar styles?
We use a spread collar design on our dress shirts is because it fits almost everyone, regardless of their build and face shape. It also looks good whether you wear the shirt with or without a tie.
What is the difference between a ‘plus size’ (e.g. 40+) Smart Shirt and a ‘non-plus size’ Smart Shirt (e.g. 40)?
The sleeve length of a ‘plus size’ Smart Casual Shirt is around 4cm longer than a ‘non-plus size’ one, with all other measurements remaining the same. Click here for detailed information about our product sizing and measurements.
Can I add bleach when washing a DETERMINANT shirt?
We do not recommend bleaching or dry cleaning our shirts, as harsh cleaning methods can potentially weaken the wrinkle-free properties of the shirt. We suggest using laundry whiteners as an alternative to bleach. Please refer to the care label for more detailed wash instructions.
How is a DET30™ PLUS Reusable Mask different from a DET30™ Reusable Mask?
Compared to DET30™, DET30™ PLUS is PFE-tested (Particle Filtration Efficiency) and has higher Bacterial Filtration Efficiency (BFE). More information can be found on our DET30™ PLUS product page.
How is a DET30™ Summer Cool Reusable Mask different from a DET30™ Reusable Mask?
Function-wise, they are the same. DET30™ Summer Cool Reusable Mask, however, features more lightweight cotton fabric for enhanced breathability, and has natural peppermint oil applied for additional freshness. In addition, it is available in two different sizes.
Services
Do you offer gift packaging for online purchases?
As part of our commitment to the environment, we do not offer any additional gift packaging. However, all of our products are delivered in a branded and recyclable paper box that can be reused and repurposed.
Why should I register an account on your online store?
Having an account enables you to check your order status and order history easily at any time. With an account, you may also take advantage of special promotions for extra benefits.
What should I do if I want to try on clothes from the DETERMINANT store before purchasing?
We are dedicated to providing the best-in-class experience through our online store. Our promise to you is that the comprehensive step-by-step guide provided in Find You Size makes it an easy matter to purchase the right size. In the unlikely event that your order does not fit well, we are happy to assist you with a return or exchange. Please refer to our Return and Refund Policy for details.
How do I contact the DETERMINANT Customer Service?
Please reach our Customer Service through email or Live Chat. Click here for more information.
Return and Exchange
I received my order 1 month ago. Can I still return it?
No Products are eligible for return after thirty (30) calendar days from the date of receipt. Please refer to our Return and Refund Policy for more detailed information.
What products can be returned?
Please refer to our Return and Refund Policy for more detailed information.
How many exchanges can be made for each order?
Unless there is a product quality issue, we allow one exchange per order.
How do I request for a return or an exchange?
Please submit a refund or exchange request through Returns Center. Further instructions will be sent to you as soon as the request has been reviewed and approved.
How long will it take to process my refund?
After we have received your returned item(s) and confirmed the eligibility for return, your refund will be processed and completed within 2 business days.
Shipping and Delivery
How many days will it take to receive an order once it has been placed?
The delivery lead time depends on where you are. It normally takes up 2-3 business days if destinations are in Hong Kong, Macau and Taiwan. It may take up to 7 business days if destinations are in Singapore and Malaysia.
What should I do if my shipping region is not included on your web store?
If your shipping region is outside of our online store's shipping options, please email us your order enquiry directly. We will do our best to help you find an alternative shipping method.
Others
Is there a discount for bulk orders?
We are happy that you are interested in ordering our products in bulk. Please email us your order enquiry for a quotation.
Who should I talk to if I want to inquire about a potential business partnership?
You can visit our Business Partnership page (coming soon) to find out more about the many different ways that we can work together, and fill out the contact form on the website if you are interested. Our sales representative will get back to you with the relevant information as soon as they can.
Still not finding a solution from above? If you require further assistance, please do not hesitate to contact us.
