Do I need to have an account to place an order?
You are welcome to place an order as a guest, but you will have a quicker checkout process when you have an account with us. Plus, users with accounts are eligible to receive updates on promotions and special product releases.
I forgot my password. What should I do?
In the upper right corner of our website tap the “sign in” location. You will be taken to a login area where you can easily reset your password.
How do I edit, ask questions about, or cancel my order?
If you need to make changes to your order or something about your order was incorrect, please contact our support center as soon as possible. You can create a help ticket there: Support.Feature.com. Please note that once an order has been picked and allocated we cannot cancel the order. Additionally we do not cancel or modify orders for special released product or during our big sales. ***Please note that orders made with “bot” type services and back links will be cancelled at our discretion and are also subject to a $5 restocking fee and any credit card processing fees. No exceptions will be made.***
I placed an order but haven’t received a confirmation yet. What should I do?
There is a chance you may not have received your confirmation if you entered your email address incorrectly at checkout. Sometimes these confirmations can end up in your junk mail depending on your email settings. Ultimately we are always glad to resend another confirmation. Please feel free to open a help ticket in the support center.
Is there a Raffles & Drawings Tax?
In addition to shipping charges, if you win the raffle you may be charged a State, City, and County Tax based on your location. Please note that taxes are not shown nor are they charged upon an individual raffle entry.
How long will it take orders to ship?
We do our best to ship within 48 hours, however, the allocation and order processing functions happen within hours. Once an order is in the allocation and processing stage, orders cannot be cancelled. Some things that could cause a delay in shipping are: 1. Invalid addresses or missing apartment/suite numbers 2. Allocating inventory from different locations 3. Any edits to addresses or products on an order 4. Fraud clearing service slow to clear higher risk orders If your order is over 72 hours old and you have not received any updates please open a help ticket in our support center.
What are the shipping costs?
Shipping costs differ depending on where the order is being shipped to, the speed of delivery chosen by the buyer, and the size and weight of the items being shipped. Delivery options and pricing are custom calculated for each order at checkout. ***Please note that any "free shipping" options are shipped with the most cost effective option and is typically a slower service than an expedited service. If speed of delivery is important please consider upgrading your shipping service.***
Is there free shipping?
We do offer free shipping promotions from time to time. Some online offers may exclude free shipping. ***Please note that any "free shipping" options are shipped with the most cost effective option and is typically a slower service than an expedited service. If speed of delivery is important please consider upgrading your shipping service.***
How will my order be shipped?
All orders will be fulfilled by UPS or USPS. International shipping will be fulfilled by either service at our discretion. Customers will be emailed tracking information as soon as their order has been shipped. We reserve the right to combine orders being delivered to the same delivery address when applicable. If you prefer your orders not to be shipped together, please reach out to our customer service team after checkout. ***Please note that any "free shipping" options are shipped with the most cost effective option and is typically a slower service than an expedited service. If speed of delivery is important please consider upgrading your shipping service.***
Do I need to pay for duty/tax fees?
Taxes and duty fees will be calculated based on the shipping address you provided at checkout. To ensure the correct amount is being generated, please provide your location to review the additional cost. Our shipping is based on the Delivery Duty Paid process, therefore all relevant taxes and duties will be automatically included in the final sales price. Please note, packages that are returned due to duties unpaid will be refunded upon receipt minus any fees to reimport the items. Shipping fees will not be refunded. In many cases, the cost to retrieve the items back to Feature will be more than the value of the actual product(s). In these cases, the package will be abandoned and there will not be any reimbursement. We will reach out to you before a package is abandoned to facilitate payment of duties/taxes so you can retrieve the item(s). This will also apply to any refused packages. Please note that refused packages are a choice by the buyer and that most chargeback and PayPal cases in these scenarios are successfully challenged by our customer service team. Please do your best to help us help you resolve these situations.
How do I find out about promotions?
Subscribing to our newsletter, text, or push notifications is the best way to stay up to date on all things FEATURE. Naturally, we also release information through our social channels (Instagram, Facebook, and Twitter), please give us a follow.
How do I add a promo code to my order?
On the payment page during checkout you will be given the option to enter a discount code. Simply enter the code and click the “Apply” button.
Can I use more than one promo code?
Only one promo code can be used per order.
How can I pay for my order?
The following payment options are available: Visa, Mastercard, American Express, Discover, Shop Pay, Paypal, Apple Pay, Google Pay, Alipay, Klarna & Afterpay.
Are there exchange rates or additional fees?
All of our transactions are calculated in US Dollars. If your credit card (or other payment method) transactions are in a different currency, your order total will be based on the daily exchange rate of the transaction date.
My credit card was charged, but I don’t think my order went through. What should I do?
Please contact us as soon as possible and include: the email address used to place the order, order date and time, order value, and payment method. We'll be able to resolve the issue once we have this info.
RETURNS & REFUNDS
How do I return an item?
Please click the link to the Feature Return Center to begin the returns process. Please DO NOT use the Return Center to cancel an order.
Do you pay for return shipping costs?
We do not currently cover return shipping costs. All return shipping fees are the responsibility of the buyer.
How do I know if you received my return?
Our customer service team will issue you a store credit as soon as your item arrives back to our warehouse in sellable condition. If you'd like to follow the tracking closer please open a help ticket and we can send you the return tracking number.
When will I get my refund?
Once the return is processed, you will be granted an online store credit equal to the amount of item(s) returned, minus the return shipping fee (fees vary by size, weight and location). We do not offer cash or money back refunds at this time.
Are your products authentic?
All of our products are 100% authentic and come directly from the brand. Feel free to contact us if you have any concerns and we'll be happy to help.
Do you restock any of your products?
Due to high demand, we try to restock our most popular items, but we’re not always able to. If there’s a specific item you want that’s sold out, contact us and we’ll let you know if we plan to restock.
The product I bought is now on promotion. Can I get the difference refunded?
Unfortunately, we cannot refund the difference as our prices change based on trends, inventory level and customer demand.
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