FAQs

FREQUENTLY ASKED QUESTIONS

ABOUT ISKITEX

1. What is Iskitex?

Iskitex is an online clothing retailer serving customers exclusively in the United States.

We offer women’s clothing designed for everyday wear, with a focus on practical styles, comfortable materials, and versatile wardrobe options.

Iskitex is operated by Dongguan Yisiqi Clothing Co., Ltd.

2. Where is Iskitex located?

Our business entity and manufacturing facility are located in Dongguan, Guangdong, China.

Manufacturing Facility:

Room 201, No. 260 Taisha Road
Humen Town, Dongguan, Guangdong
China

This location is used for manufacturing and production activities only. It does not provide customer service, customer pickup, direct customer shipping, or return services.

Our U.S. service address is:

9100 Wilshire Blvd.
East Tower, Suite 333
Beverly Hills, CA 90212
United States

The U.S. service address is used for customer communication and approved return support. It is not a retail store or customer pickup location.

3. Which countries do you sell to?

Iskitex currently sells and ships exclusively within the United States.

We do not currently accept orders for delivery outside the United States.

4. Where are customer orders shipped from?

Eligible customer orders are fulfilled and shipped from within the United States.

Our manufacturing facility in China does not directly ship customer orders and does not accept customer returns.

PRODUCTS AND SIZING

5. How can I find the right size?

Please review the size chart and product measurements shown on the applicable product page before ordering.

Sizes may vary slightly between products because of differences in design, fabric, construction, and fit.

For the best result, compare the product’s size information with your own body measurements or a similar garment that fits you well.

6. Are the size charts based on body measurements or garment measurements?

The type of measurement will be identified on the applicable product page whenever available.

Body measurements describe the recommended customer measurements for each size.

Garment measurements describe the actual dimensions of the item.

Small differences may occur because products are measured manually.

7. What should I do if I am between two sizes?

If you are between sizes, consider the product’s fabric, fit description, and your preferred fit.

For a looser fit, selecting the larger size may be more suitable. For a more fitted appearance, the smaller size may be appropriate when the fabric and design allow.

Please contact us before ordering if you need additional sizing assistance.

8. Are product colors exactly the same as shown online?

We make reasonable efforts to display product colors accurately.

However, the actual color may vary slightly because of screen settings, lighting, photography conditions, fabric texture, and normal dye-lot differences.

9. Where can I find the material composition?

Material information is provided on the applicable product page.

Please review the product description and garment label before use or washing.

If you have a question about a product’s material, contact us before placing your order.

10. How should I care for my clothing?

Please follow the care instructions shown on the product page or attached to the garment.

Care requirements may vary depending on the material and construction.

Incorrect washing, bleaching, drying, ironing, alteration, or failure to follow the care instructions may damage the product.

11. Are all products currently in stock?

Product availability is shown on the product page.

An item may become unavailable before checkout is completed or while an order is being reviewed.

If a purchased item is unavailable, we will contact you and provide an appropriate option, such as a refund to the original payment method.

ORDERS AND PAYMENT

12. How do I place an order?

Select the product, color, size, and quantity you wish to purchase, then add the item to your cart.

Review your order and proceed to checkout. Before completing payment, confirm your:

Product selections;
Shipping address;
Billing information;
Shipping charge;
Discounts;
Applicable taxes;
Final order total.

13. What currency are your prices displayed in?

All prices on our website are displayed in U.S. dollars unless otherwise clearly stated.

14. What payment methods do you accept?

We accept the secure payment methods displayed during checkout. Available payment options may vary depending on your device, location, order value, and payment-provider availability.

You can review all available payment methods before completing your purchase.

15. Will I receive an order confirmation?

Yes. After successfully placing an order, you should receive an order confirmation email at the email address entered during checkout.

If you do not receive the email, check your spam or junk folder and confirm that the email address provided with the order is correct.

16. Can I change my order after placing it?

We may be able to assist with changes before the order enters processing or shipment, but changes are not guaranteed.

Once an order has been processed or shipped, it may no longer be changed.

17. Can I cancel my order?

You may request cancellation before the order enters processing or shipment.

Cancellation requests are not guaranteed.

Once an order has been processed or shipped, it cannot normally be canceled and must be handled under our Return & Refund Policy after delivery.

18. Why was my order canceled?

An order may be canceled for legitimate reasons, including:

Payment authorization failure;
Product unavailability;
Incorrect pricing or product information;
Invalid or incomplete shipping address;
Suspected fraud or unauthorized payment;
Violation of our store policies.

If a paid order is canceled, the applicable refund will be issued to the original payment method.

SHIPPING AND DELIVERY

19. How much does shipping cost?

Our standard U.S. shipping rates are:

Merchandise subtotal	Shipping charge
Less than $120.00	$10.00
$120.00 or more	Free standard shipping

The free-shipping threshold is calculated using the merchandise subtotal after discounts and before applicable taxes.

The final shipping charge will be displayed during checkout before payment.

20. How long does order processing take?

Orders are generally processed within 1–3 business days after payment is confirmed.

Business days are Monday through Friday, excluding weekends and U.S. public holidays.

21. How long does delivery take?

After processing, standard shipping generally takes 3–7 business days.

The estimated total time from order placement to delivery is generally 4–10 business days.

Delivery times are estimates and may be affected by weather, carrier delays, holidays, location, address issues, or other circumstances outside our reasonable control.

22. Do you provide tracking information?

Yes. When tracking is available, a shipping confirmation email will be sent after the order ships.

Tracking information may require up to 48 hours to begin showing movement after the shipping label is created.

23. Can I change my shipping address?

We will make a reasonable effort to update the address before fulfillment begins, but changes are not guaranteed.

Once an order has been processed or shipped, we may be unable to change or redirect it.

24. Do you ship to P.O. boxes, Alaska, Hawaii, or U.S. territories?

Availability depends on the destination, carrier, and product.

Some products or delivery services may not be available for P.O. boxes, APO/FPO addresses, Alaska, Hawaii, U.S. territories, or remote locations.

Unsupported addresses may be rejected during checkout or reviewed before shipment.

25. Will my order arrive in more than one package?

An order containing multiple items may be divided into separate packages.

Packages may ship on different dates, use different tracking numbers, or arrive separately.

You will not be charged additional shipping fees solely because an order is divided into multiple shipments.

26. What should I do if tracking is not updating?

Tracking may take up to 48 hours to update after a label is created.

If tracking has not updated for several business days or the estimated delivery period has passed, contact us with your order number.

We may review the shipment and contact the carrier when appropriate.

27. What should I do if my package is marked as delivered but I cannot find it?

Please:

Confirm that the shipping address is correct;
Check all entrances and secure delivery areas;
Ask household members or neighbors;
Contact reception, building management, or the mailroom;
Contact the carrier;
Allow up to 48 hours in case the delivery scan appeared early.

If the package still cannot be located, contact us with your order number and tracking information.

A package marked as delivered is not automatically considered lost. The available resolution depends on the carrier’s investigation and delivery records.

28. What should I do if my package is lost?

Contact us if tracking has stopped updating for an unusual period or the carrier confirms that the package cannot be located.

After reviewing the shipment and carrier information, we may provide an appropriate resolution, such as a replacement or refund.

RETURNS AND REFUNDS

29. Do you accept returns?

Yes. Iskitex accepts eligible return requests submitted within 30 calendar days after delivery.

The return period begins on the date the shipping carrier marks the package as delivered.

30. What condition must a returned item be in?

To qualify for a return, the item must generally be:

Unused;
Unworn;
Unwashed;
Unaltered;
Undamaged;
In its original condition;
In its original packaging;
Accompanied by its original tags and labels;
Free from stains, odors, makeup, pet hair, or signs of use;
Authorized for return before shipment.

31. How do I request a return?

Email: support@iskitex.shop
Phone: (+1) 209-306-1188

Please provide:

Full name;
Order number;
Email address used for the order;
Product name;
Reason for return;
Photographs if the item is damaged, defective, incorrect, or incomplete.

Do not send a return before receiving written authorization and return instructions.

32. Where should I send my return?

Approved returns must be sent only to the address provided in the return authorization email.

Do not send products to our China manufacturing facility.

Do not send products to our publicly listed U.S. service address unless our customer service team specifically confirms that address in writing for your approved return.

Unauthorized returns may not be accepted or refunded.

33. Who pays for return shipping?

For non-defective returns, including change of mind, personal preference, or incorrect size selection, the customer is responsible for return shipping costs.

For verified damaged, defective, incorrect, or incomplete products caused by an Iskitex error, Iskitex will cover the reasonable return shipping cost or provide a prepaid return label.

Return shipping costs must be authorized before they are incurred to qualify for reimbursement.

34. Do you charge a restocking fee?

No. Iskitex does not charge a restocking fee for eligible returns that comply with our Return & Refund Policy.

35. Do you offer exchanges?

We do not currently process direct exchanges.

To obtain another size, color, or product, return the eligible original item and place a separate new order.

Product availability and price are not guaranteed while a return is being processed.

36. How long does a refund take?

After an authorized return is received, it is generally inspected within 3–5 business days.

Approved refunds are generally processed within 5–10 business days after receipt and inspection.

The bank or payment provider may require additional time to post the funds to your account.

37. How will my refund be issued?

Approved refunds are issued to the original payment method used for the order.

We do not issue refunds to a different card, account, or payment method.

38. Are original shipping charges refundable?

Original shipping charges are generally not refundable for non-defective returns unless required by applicable law.

If the return is caused by a verified Iskitex error, product defect, or shipping damage, the appropriate shipping-related resolution will be determined during review.

DAMAGED OR INCORRECT ORDERS

39. What should I do if my item arrives damaged or defective?

Please provide:

Your order number;
A description of the issue;
Clear product photographs;
Photographs of the external packaging;
A photograph of the shipping label;
Video evidence when reasonably requested.

Please keep the product and packaging until the claim has been reviewed.

40. What should I do if I receive the wrong item?

The item received;
The product label;
The packaging;
The shipping label.

After verification, we will provide an appropriate resolution.

41. What should I do if an item is missing from my order?

First, check whether the order was divided into multiple packages.

If all packages have been delivered and an item is still missing, contact us within 7 calendar days with the order number and photographs of the package and items received.