Frequently Asked Questions
Item out of stock? Will we re-stock these items in the future?
1. If an item is “out of stock”, in most cases we will not be re-stocking these items.
2. In rare cases for certain brands, we may re-stock certain styles.
*A few items may appear in stock due to the cancellation.
Why will PAYMENT FOR MY ORDER not go through?
1. It’s possible that your billing address/information entered did not match with the information of your bank account.
2. Please try another payment method to complete this order.
3. Please confirm there are enough funds in your account before placing your order.
What should I do if my payment was declined / order unsuccessful?
1. If your order is unsuccessful/ did not receive an order confirmation email, but you think you were charged…
Please allow 4-5 days for this amount to disappear from your account.
2. Depending on your bank or credit card company, you may see a “Pending” status on your account even if it was declined.
3. You will not be charged for any pending charges.
4. If you want to double-check this, we can confirm this on our payment/order system. Please contact us.
What if I cannot find my tracking number?
If you don’t have your tracking number 2-4 business days after the “Out for delivery” status in “My orders > view order >Track my item”:
1. Please send us your order number / item name / SKU number / how long the tracking status has not been updated.
2. You will receive an answer within 24 hours from our customer service team.
*We will send you a shipping confirmation email once your package has shipped out!
Why am I charged a customs duty fee?
When ordering from Open Accent, the customer is considered the "importer" of the merchandise and will be held responsible for any customs tax, import duties, goods and services tax (GST), valued-added tax (VAT), or any similar customs-related charges. Customs policies vary by country and these tax and duties fees cannot be predicted. Open Accent will not be held responsible for these fees. The purchaser is responsible for any duties or taxes associated.
[For US customers]
Duty fees may be applied to orders or shipments valued at $800 or more. This fee will be paid to the shipping carrier upon delivery. Due to our partial shipping process, we will ship your items in your order as they are readied, so your entire order may not all ship at once. Open Accent will not be held responsible for these fees.
[For International customers]
We include the cost of taxes and duties in your order, so you won’t need to pay any additional fees when you receive the package. These are included at the final stage of checkout.
Will I be charged sales taxes?
[For US customers]
Sales Tax: If the product is shipping from the United States (noted in "Additional Information" on the product page), sales tax will be added to the item, and will be calculated at the checkout page, according to your state.
What is your return policy?
1. Returns will be accepted within 14 days upon package arrival to the customer.
2. There is a $12.00 USD return shipping fee (*deducted from the refunded amount).
3. Submit your return request once you have received all items in your order.
4. Made-to-Order and Items marked as FINAL SALE are not eligible for return.
How much is the return fee?
There will be a $12.00 USD return shipping fee deducted from your refunded amount.
This return fee is charged for the return label sent to your email for your returning package.
If you choose to submit two separate return requests and receive two return labels, you will be charged a return fee per label used.
Please hold on submitting any return requests until all items in your order have been delivered.
My return has not been refunded yet! When will I receive my refund?
If you have not received your refund, please allow 1-5 business days (from day of delivery) for your package to be completely processed by our returns department.
Refunds are issued via the original payment method and will typically appear within 10 business days, depending on the processing time of your payment provider.
SIZE GUIDE
Why can’t I select a size option? Why does the size or color option say One size/One color?
1. If there is no size or color options available in the drop-down box, please check to see if the color and size is combined in one of the options.
- For example: “BLACK_S” may appear in the color or size option. This means Color: Black / Size: Small.
2. If there is a number next to the color, this may be referred to the size as well.
3. Sometimes products may truly be “One Size” only (also called FREE Size).
This means the style is a loose or oversized fit (size: XS-M). Please confirm the fit using the measurements provided in the product description.
How can I find my correct shoe size?
Men/Women's shoes sizes may vary at times by brand.
Please check the product description for any notes on sizes running small or large.
Please refer to our size chart for size conversions.
My size is not available on Open Accent, is it still possible to get the item?
No, unfortunately what you see on the site is all we have. We’re always adding new arrivals though, so be sure to check back and browse often!
GARMENT CARE GUIDE
We've included below general care instructions according to fabrics.
Please note that these are general recommendations. For more accurate guidelines, please follow the specific care instructions indicated on the product garment label.
Cotton
Machine wash in cold water, normal wash cycle
Tumble dry on low setting
Linen
Wash on low temperatures in lukewarm or cold, and preferably soft, water.
Use the gentle machine cycle and a mild detergent to protect the fibers.
Cashmere
Dry clean only. Do not wring, or twist
Lay flat to dry, away from direct heat or sunlight
Mohair
Dry clean only
Lay flat to dry, away from direct heat or sunlight
Wool
Hand wash in lukewarm or cold, and preferably soft, water.
Lay flat to dry, away from direct heat or sunlight
Silk
Dry clean only. Lay flat to dry
Iron inside-out on low setting
Denim
Machine wash inside-out in warm water, gentle wash cycle
Satin
Hand wash in cold water. Do not wring, squeeze, or twist
Leather
Using a clean damp cloth, wipe gently to remove any dirt
Suede
Wait for the stain to dry, this is very important as you don't want to rub in the stain.
For dried stains, rub with a kneaded eraser or emery board. For heavier stains, blot with white vinegar and a clean towel. Repeat as needed until stain disappears. This can be used on both water and salt stains.