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FAQ

 

Need help? Email online@spankclothing.ca for any questions or assistance. 

*Currently, we are experiencing foot traffics at Victoria store that may cause delays for email responses and shipping. Please accept our sincere apologies for any inconveniences.

 

Q.  I can't process payments because of the error message "Something's gone wrong. Unable to process the payment because invalid data was supplied with the transaction." What does this mean? 

A.  When your payment is declined with that message, it means it was declined due to an address or ZIP code mismatch with the address on file. Please contact your bank or check your address info to match them. 

B. If you live in an apartment make sure to write your address as so: 

Apartment number - your street number and street name. ex: 100-1234 your street

*After checking those information above, if you are still struggling with the same error messages, please contact us by email: online@spankclothing.ca with the subject line "Failed Transaction".

 

Q. I tried to place an order several times but none of them went through. However, my credit card transaction history shows you charge for all of them. What is going on?

A. Fist of all, if none of your order placement is completed, that means you are not charged for any of them. 

The bank verified the card number, and authorized the charge amount, but the merchant gateway declined the charge due to some security reason, such as an incorrect address. In this case, funds are NOT transferred from your account to the merchant.

To conclude, the net result of the transaction is a decline, as the payment processor declined the transaction, even though your bank approved it. This transaction will NOT show up on your final credit card statement, as it was declined by the payment processor, and no money will change hands

Technically, all credit card transactions made via online will be shown on your transaction history no matter what they are approved or declined; everything will be displayed.

However, final transaction statement will show everything actually approved to charge on your card that means only successful transactions are visible on that feature.

This is the reason why you are seeing declined transactions on your card since it is just a "transaction history" showing everything.

*If you still have concerns about the declined charges, we highly recommend you to  contact your bank. 

 

Q. Do you ship outside of Canada? 

A. Unfortunately no, but we do ship anywhere within Canada. 

 

Q.  How long does shipping take?

A.  Orders generally take 1 to 3 business days to process and ship. When orders are shipped, you will get email notifications from us! Expect shipping delays around all major holidays. 

 

Q. How do I find the sizing for each item?

A. The sizing on each item may vary so we have a size chart next to every listing. If you still have questions about material, sizing or fit feel free to email us at online@spankclothing.ca

 

 Q. I have NOT received my order yet but I already want to make a return. 

A. Please wait until you have received your order. Only then can we issue a return. See our return policy for all the details.

 

 Q.  I am missing my parcel although tracking information shows it has delivered already.  What can I do?

A. Firstly, please contact Canada Post for missing parcels. Once all orders are shipped out from our store, missing parcels and items damaged in transit are the responsibility of Canada Post. Please visit our Shipping Policy page for further details.

 

Q. I sent an email to your customer service team, but haven't received anything back. 

A. Generally, we respond to all emails within 1-2 business days. If you have not heard from us after a few days, please check your junk box or spam mail box. If it is an urgent, please call our Victoria location for a quick assistance.

* Recently, we have been experiencing email delivery failures specifically with Hotmail and SaskTel. If you are using these email providers, please provide us your phone numbers so we are able to call OR use another email address such as Gmail. 

*Sometimes our emails go directly to junk box based on your email setting that is beyond our control. Please check your junk/spam boxes if you do not hear from us for a few days. 

 

Q.  Can I return something if it does not fit me?

A.   Yes. You have 14 days after the received date to issue a refund. See our return policy for all the details. All Accessories, Bodysuits, Scarves and Sale Items are Final Sale. Shipping is non refundable.

 

Q. I lost a gift card I received as a gift. Can you replace it for me?

A. Unfortunately, we can't. we can't replace them if they're lost, stolen, destroyed, or used without your permission. As our gift card shows that "Treat as cash, the value on this card will not be replaced if Card is lost, stolen, or destroyed." 

 

Q. I placed an order and paid for shipping fees, but I actually want to switch my order to a curbside pickup. Can I change it?

A. At Victoria store, we are able to make shipping method changes for you; however, we ship items within 1-2 days from your order placement. If you wish to change into curbside pickup, please call Victoria store as soon as possible.

 

Q. I realized I have typed wrong information for my order after completing it. What can I do?

A. Please contact us by email with your order number, name and the correct information as soon as possible. We generally ship the order within 1-2 business days so that we would appreciate if you could send us emails before that. 

 

Q. Does Spank Clothing design all of the clothing?

A. No we do not design the clothing. We are a boutique that carries multiple hand selected items from various brands. 

 

Q. What is the best way to hear about flash sales and new arrivals?

A. Joining our email list is the best way to hear about all things Spank. Our subscribers find out about flash sales, new arrivals, restocks and much more before Instagram or Facebook. 

 

Q. I didn't contact you by email for a return request, and I sent my order to wrong address. What should I do? 

A. Unfortunately, in this case, we are not able to provide any helps, for  we have to get a return request by email in order to file the case and provide shipping address. All we can suggest is to contact Canada Post.  

 

 Q. Do you sell undergarments and body shapewears?

A. No, unfortunately we don't sell them. We are Spank Clothing, a local boutique locates in British Columbia, Canada. We are not related to that big American company at all. We have Bamboo Basic Collection that  could be a under garment but we do not have those underwear type of things.

 

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