1) What is the ETA for Factory Live items?
Many Factory Live items are on pre-order (PO) as they’re shown directly from our factory.
Please note:
• The ETA differs item by item.
• The ETA is updated in the product name itself.
• The ETA refers to when the stock is expected to arrive at our warehouse and does not include delivery time to your address.
ETAs remain as estimates and may be affected by:
• Factory production changes
• Shipping or customs clearance
2) Can I cancel or change my Factory Live order?
Due to our fast-paced fulfilment process, orders placed cannot be cancelled or amended once placed.
If you require any form of exchange, you’re welcome to email us upon receiving your parcel, and we’ll be happy to advise based on stock availability and our exchange policy.
3) Are Factory Live items eligible for return or exchange?
Policies vary depending on the product:
• Knit items are strictly not eligible for any returns / exchanges due to the nature of the fabric, which will stretch when worn.
• Other items may be eligible if they meet our return conditions (e.g. unworn, unwashed, tags intact).
Please check our Return & Exchange Policy for full details.
4) Why are some Factory Live items already sold out during the official website launch?
Factory Live items are often released first during earlier Factory Lives before they officially launch on our website.
When our Factory Live sessions happen, items are available concurrently on TikTok and our website, allowing customers to shop on whichever platform they prefer. However, stocks are limited, and items are unpublished once the live ends. We recommend not waiting if you’ve set your heart on a piece, as popular sizes or colours may sell out quickly.
The official website launch only takes place once the pre-order (PO) items have arrived at our warehouse and become in-stock. Due to popular demand, we proceed with the official launch at that stage so customers who missed earlier drops have another chance to purchase.
5) Can I request for more stocks to be added for certain sizes if the item is under pre-order?
It’s important to note that pre-order does not mean we produce items purely based on customer orders placed during the pre-order period.
For all our Factory Live items, we’ve already placed a prior order with our factory, with fixed quantities allocated for different sizes. This ensures production timelines and fabric availability are secured in advance.
Pre-order simply means that the item is not yet in stock and will be dispatched at a later date once it arrives at our warehouse. Unfortunately, we’re unable to increase the quantity for specific sizes after the factory order is confirmed.