FAQs

FAQ: Buying

BEFORE ORDERING

Getting More Information About an Item
If you have questions about the color, size, or condition of a specific item, please refer to the detailed product description. You can also leave a comment directly on our website, and it will be sent to our customer support team.

CHECKOUT AND PAYMENT

Payment Options
We accept all major credit and debit cards, including Visa, MasterCard, and American Express.

How to Checkout
– Add your selected item to your shopping bag.
– Proceed to checkout.
– Review your shipping and authentication costs, if applicable, then click “Next.”
– Verify your delivery address.
– Choose your preferred payment method and click “Pay.”

Your order will be processed, and the seller has 48 hours to accept or reject it.

Note: Payment is charged when the order is finalized, not when the item is shipped.

DOWNLOADING A RECEIPT
For a receipt or invoice, please contact us at support@SBS.com.

SHIPPING & DELIVERY

Shipping Fees
SBS has partnered with a reliable courier service to ensure secure delivery of your items for a fee paid at checkout.

Missed Delivery
If you miss your delivery, the courier will contact you to inform you of the next steps. They may provide options to rearrange the delivery window.

Changing Your Delivery Address

Before Placing an Order: You can edit your delivery address during checkout, where you will be prompted to enter your preferred address.

After Placing an Order: You may communicate your preferred delivery address to the courier when they contact you to finalize the delivery.

Estimated Delivery Times
Expect delivery within 6 to 10 days. We will keep you updated via email and in your app: Me → Menu ☰ → Purchased Items → “Order Tracking.”

Tracking Your Order
To track your order, navigate to: Me → Menu → Purchased Items → “Order Tracking.”

Seller’s Commitment
The seller has up to 48 hours after order acceptance to hand over the order to our courier agent.

QUALITY CONTROL & AUTHENTICITY

Authentication Process
All items purchased with authentication undergo a thorough inspection at our fulfillment hub before being shipped, ensuring peace of mind.

Questioning Authenticity
If you’re unsure about the authenticity of your item, we take this very seriously. Any item purchased with authentication is verified at our facility before dispatch. If you believe your item is counterfeit, you can return it if you provide a credible counter-assessment from an authorized authentication company.

ITEM DISCREPANCY

Received Item Doesn’t Match Description
If the delivered item significantly differs from its description, you can report the issue.
Navigate to: Me → Menu → Purchased Items → Select the item → Click on “Report an Issue.”
You have 48 hours after delivery to report any discrepancies; otherwise, the order will be considered complete.

ORDER ISSUES

Reporting an Issue
If the purchased product does not match its description upon delivery, report your issue as mentioned above.
If we don’t hear from you within 48 hours of delivery, we’ll assume everything is satisfactory.

ORDER CANCELLATION

Can I Cancel My Order?
If the seller has not confirmed the sale yet, you can still cancel your order.
In the app, go to: Me → Purchased Items → ⋮ → Cancel Order.
Once the seller confirms, cancellation is no longer possible.

REFUNDS

Tracking a Refund
Refunds are processed to the original payment method for quick access. Once processed, you should see the refund within 5 working days, although it may vary based on your payment method. We will email you confirmation of your refund status.

Partial Refunds
If you did not receive a full refund for a canceled order, please reach out to us at support@SBS.com or via the app: Me → Menu ☰ → Need Help → “Send Message to Us.”

HOW TO RETURN AN ITEM

If our customer care team approves your report, the sale will be canceled, and our delivery agent will contact you to schedule the collection of the item(s) for return.

WHAT HAPPENS AFTER I PLACE MY ORDER

1. Once confirmed by the seller, your order will be collected by our delivery agent and taken to our fulfillment hub.
2. The items will undergo checks by our Authentication and Quality Control team before being shipped to you.
3. The entire process takes between 6 to 10 working days.
4. If an item fails the Authentication or Conformity check, you will receive a full refund.
5. If the item cannot be collected from the seller, you will also receive a full refund.