General Frequently Asked Questions
How can we help?
Question: Is it safe to shop in Scarlett's Shop?
Answer: The security of your personal information and your online shopping transactions is of utmost importance to Scarlett's Shop. We maintain strict security standards and procedures to prevent unauthorized access to your information, including 128-Bit SSL Encryption and Digital Certificates.
We have security measures in place to protect the loss, misuse and alteration of the information under our control. We maintain our own security certificate (rapidSSL) through our web server to insure the maximum protection for our customers. You will see your URL changes to https:// at your login and checkout pages. When you see the little gold lock on your browser , you may click on the lock icon to view our security certificate.
Question: I clicked on an ad saying angelsexylingeire.com website, how come I am redirected to Scarlett's Shop?
Answer: AngelSexyLingerie has been merged with Scarlett's Shop and now operated under the management of Scarlett's Shop. With the re-organization of the company, we manage to offer larger selections with better price!
Question: I don't want anyone to know what I am buying. Will the item information be disclosed on the shipping label?
Answer: No. We respect your privacy and we handle every shipment discreetly. There will be no mention of the actual description of items in the package on the shipping label or custom clearance form if you are a non-Canadian customer.
Question:Can I place order or make purchase over phone?
Answer: Currently our store accepts online orders only. This in fact better protects our customers' financial information such as credit card info because our checkout process is handled via PayPal secure system, hence, customers' credit card information even number are not exposing to us nor storing in our store record.
Question: I sent a message to you through Contact Us page but I never receive your response. Why?
Answer: In Scarlett's Shop, customer is our top priority. Your inquiry is always responded timely. If you can't seem to receive our email, please try to check it from your junk mail folder, as your mail handler might drop our email to the junk mail folder as a result of the high spam-control filter. You might also chat with our agent online through Live Help function by clicking the Live Help graphic on left panel.
Question: Can I trace my package?
Answer: Usually we ship out your item within 24 hours upon the payment is clear and received. Our shipper will create a shipping label for your package and send you an email advising the approximate time of the dispatch as well as a reference number that provided by Canada Post which can be used to track your shipment online at www.canadapost.ca, provided that a tracking number is provided. In normal circumstance, a tracking number is provided by Canada Post for Expedited Service and Express Service, but not Regular Service. However, whenever we could obtain a tracking number from Canada Post, we will do so and advise you accordingly. If you need help in locating your shipment, you can always contact us!
Question: Can I file a return or exchange after I receive the product?
Answer: Yes. Please refer to our Return Policy for details on how to file a return or exchange with our online shop.
Question: How often do you restock the out-of-stock items?
Answer: Since we do sell our products via other retailers as distributor, at times, the product(s) you are interested in might become out-of-stock at time of your purchase. We have regular replenishment as well as new inventory coming in once a month; however, some items might be discontinued and some might still be in the back-order. We always inform you within 24 hours after you place your order should any of the products you purchase happen to be out-of-stock, and refund will be made within 24 hours for those out-of-stock items that you purchase. If you would like to wait for us to ship you that item(s) on a separate shipment when the back order comes in, you might contact our customer care to arrange that. Simply log in to your account and go to "Contact Us" then fill up the form to let us know. You could also take the advantage of using the "Notify Me" service from the right menu panel so that an auto notification will be sent to you as soon as our back order comes in.
Question: Why there is Charles Tyrwhitt's promotion banner on Scarlett's Shop website?
Answer: We are Charles Tyrwhitt's affiliate partners and we strongly believe that the high quality, well made and wide-range style shirts for men and women either formal or casual are definitely something one should own. Charles Tyrwhitt's products present one the best in public, while our sexy lingerie products present one the best in private.
Have more questions? Simply contact us!