Pettilia Frequently Asked Questions (FAQ)

Account & Payment

Q: Do I need to register to place an order?
A: No, registration is not mandatory before placing an order. However, we highly recommend creating an account for convenient access to order status and history.

Q: What payment methods do you offer?
A: We offer 5 payment methods: PayPal, Credit Card, Apple Pay, Google Pay, and Klarna (Klarna is only available for US customers).

Q: Can I pay with a debit card?
A: Yes, debit card payments are accepted through the PayPal option at checkout.

Order & Shipping

Q: How do I choose the right size?
A: Each product has a detailed size chart with actual garment measurements. If you're between sizes or unsure, please email us your height, weight, bust, waist, hip and shoulder width measurements — we're happy to recommend the best fit.

Q: Can I cancel or modify my order after it's placed?
A: You can cancel or modify your order within 12 hours of placing it, as long as it hasn't been shipped. Please email us immediately with your order number.

Q: Can I change my shipping address?
A: Address changes are only accepted before the order is shipped. Once the package is handed over to the international shipping company, address changes are not possible. In exceptional cases, you can email us, and we will attempt to coordinate with the shipping company, but results are not guaranteed.

Q: How long does shipping take?
A: For US orders, items are shipped from our US warehouse within 48 hours after payment, and delivery usually takes 3–7 days. For international orders (outside the US), items are shipped from our Beijing, China warehouse within 48 hours after payment, and delivery usually takes 10–18 days.

Q: Will my order be shipped in multiple packages?
A: Generally, all items in the same order are shipped together in one package. If we need to split your order into multiple shipments, we will notify you and provide a tracking number for each package.

Q: Do you offer free shipping?
A: Yes, we offer free shipping on all orders. No minimum purchase required.

Q: Are customs fees or import duties included in the checkout price?
A: Yes. The price you see at checkout includes all customs fees and import duties. You will not need to pay any additional fees upon delivery.

Returns & After-Sales

Q: What is your return and exchange policy?
A: We accept returns within 7 days of delivery for unworn, unwashed items with original tags attached. Please contact us to initiate the process.

Q: Can I add an item to my current order?
A: Unfortunately, we cannot add items to an existing order. You can place a new order and email us, and we will do our best to ship both orders to you in separate packages.

Q: How do I leave a review?
A: Within 48 hours after your order is delivered, you will receive an email inviting you to leave a review. Click the link in the email to access the review section.

Q: Can I get compensation if my order is delayed during international shipping?
A: If a package is delayed during shipping, we do not provide compensation. However, we will issue a full refund if a parcel is confirmed lost by the shipping carrier or if the local last-mile delivery provider provides proof of loss.

Other Services

Q: Does your store have any coupons or promotions?
A: Yes, coupons are offered during holiday sales or shopping seasons. You can subscribe to our email list to receive promotion notices.