FAQs

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1. How do I buy your tees and other products online?

It’s very easy. Start by browsing through “SHOP” for items that you like. Select the product, quantity, male/female, color and size you want. Your shopping cart status will be updated accordingly.

 

When you’re done shopping and are ready to check out, you will go through three simple steps:

 

  • View cart and verify your items
  • Shipping information
  • Payment

 

An email confirmation will be sent to you for each order. Another email confirmation will be sent to you when your order has been dispatched.

 

Your chosen products are held for you once you place an order. Adding an item to your shopping cart does not guarantee that you will be able to purchase it at a later date.

2. Can I design my own custom tee? What are the steps?

Sure! teelocker encourages everyone to appreciate the value of custom-made designs in everyday lives. We have made the custom tee making and ordering process easy and fun for you! All you need to do is go to “DESIGN MY CUSTOM TEE”, select your product, add your text, upload your image(s), choose your color, size and screen size – all on one single page! Order steps are the same as (1).

 

We strongly suggest you to read through Product Info to understand the features and strengths of different collections, and also view Size Chart to make sure you get the most suitable size.

3. My tee design is a bit more complicated than usual. Any suggestions?

If your design involves multiple images, you can upload multiple images and use the “Layers” function to arrange the position of the images to achieve the final result you want.

4. Can I order one custom tee?

Yes. Our custom tee making service does not have any minimum order quantity.

5. Can I request a custom color?

Please check with us at 24846400. Additional cost may involve for custom color orders.

6. I would like to take a look at the physical products. Do you have a showroom?

Yes. You are welcome to visit our workshop to view our products!

19/F, Ford Glory Plaza, no.37 – 39, Wing Hong St., Cheung Sha Wan, Hong Kong (Lai Chi Kwok MTR Exit C)

Opening hours: Mon – Fri 0930 – 1800 (Excl. Public Holidays)

If you wish to visit at other hours, please call 24846400 to make a booking in advance.

7. Where are your tees made?

Teelocker is a Member of Ford Glory Limited which takes pride in its expertise in garment manufacturing. Our products are made in our subsidiary manufactory facilities.

8. Do you provide any washing instructions?

You can find the washing instructions on the product details page as well as on the label attached on each product. The instruction is written in both English and Chinese.

9. How do I find my size?

No worries! We provide size charts for all products. You can compare the chart with your body measurements to find the size that fits. Remember to check if the design is regular fit, slim fit or oversize fit as it may affect what size you desire.

 

However, the size chart is just a point of reference. If you’re not happy with the size of a product, you can send it back to us for return or exchange within 30 days. Please read our return policy for details.

10. How do I make changes in my shopping cart?

To add an item, simply click the “Size” on the product detail page. If you want to change the items in the shopping cart, click “VIEW CART” on the top right-hand corner. To remove an item, click the “REMOVE” button next to the selected item. To change the quantity, amend the number in the “Quantity” box.

11. Do you accept international orders?

Sure! We dispatch orders to almost everywhere in the world. You only have to select your country from our list during the checkout process. In the case that your country is not shown on the list, we regret to say that we are not able to dispatch orders to your country. You may ask your friends in another country to order the items for you.

12. Can I place my order by email or phone?

Sorry, we accept only orders through our online shop. It is fast and secure; no credit card information will be passed to us.

13. I have placed an order and now I want to buy another item. Can I add that to my order?

We’re sorry but we’re unable to add additional items to an order that’s been confirmed, since we don’t store any credit card information. You will have to place a new order for the additional item(s).

14. Can I combine orders?

Again, apologies! We’re unable to combine orders. Each order you place is dispatched separately.

15. How much does shipping cost?

We calculate a single shipping cost for each order based on weight. If you place order over a certain amount, your shipping cost will be waived. The shipping costs are depended on the country of shipping address of your order and will be stated during checkout.

16. How does “International Standard Shipping” work?

We use Hong Kong Post’s Speedpost service for the International Standard Shipping option. Speedpost picks up your order from our warehouse, sorts it, applies the necessary postage, and handles the order until it reaches your country. Once the order arrives in your country, it is handed off to your local post office for delivery. Hong Kong Post does not deliver the order.

Standard shipping should take 1-2 weeks to be delivered. However delays which are out of our estimation and control can occur in transit, so it’s possible to take up to 4 weeks for an order to be delivered.

17. How do I pay for my order?

In most cases we use PayPal as our payment gateway. All sensitive information – credit card number, security code and expiry date will be passed to PayPal directly without being saved on customteemaker.com.

18. How does the currency conversion work for international orders?

All prices at the online shop are presented in Hong Kong dollars (HK$). For international orders, you may have the conversion from PayPal. In this case, the rate you see at the time of order may differ from the rate when your card is charged. Besides, your credit card company may also charge an additional fee for conversion. Do contact them for details.

19. Is the site secure?

All personal information submitted to customteemaker.com will be handled with great care. Your information will not be disclosed to any third parties. The customteemaker.com’s server will secure your personal information with up-to-date firewall and encryption techniques during the ordering process.

In order to protect our customers to the fullest extent, only the third party payment gateway – PayPal will request you for credit card information, customteemaker.com does not store your sensitive information.

20. What is your privacy policy?

We respect your right to privacy. At customteemaker.com, we collect only the information necessary for us to complete your order or to contact to you regarding the status of your order. The information we collect include your name, contact number, email address, shipping address, and billing address. customteemaker.com does not store your credit card information, nor will we lease out or sell your name or personal information without your permission. customteemaker.com does utilize “cookies” to help recognize you as a repeat visitor and to track traffic patterns on our site. This information is completely anonymous. We use this information to improve the user-friendliness and functionality of the website. customteemaker.com reserves the right to update this privacy policy at anytime.

Why haven’t I received my order or shipping confirmation email?
If you have not received any confirmation email, do not place your order again. You should first check your order status on our website. Simply click “My Orders” if you are a member or use the function “order tracking” if you are not a member. You will see whether your order has been dispatched or not.
If you still feel unsure, you can email to us or call our Customer Hotline and talk to our staff who will advise on what you can do.
Sometimes our shipping confirmation email might be marked as spam or it has not yet been delivered. Again, check your order status before doing anything else.

21. Can I track my order?

If you are a teelocker member, you can check your order details by selecting “My Orders” in the account information page.

22. I sent a message to teelocker via “contact us” but haven’t received a response. Why?

Our staff in office will be off during weekend and public holidays, so we can only handle your enquiries during working hours.

In some cases, it is likely that we have received your email and have replied. However, some email programs such as gmail, yahoo mail and Hotmail, mark our emails as spam or completely block them. Check your spam folder to see if our reply is there. If possible, write to us from a different email address. During sales periods, our customer service can be a bit backed up. If you sent an email and haven’t heard from us, wait a week before sending a second enquiry.