Customer FAQs

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FAQ

NFT Holders: Token-gating

Why is the store Token-gated?

Exclusive merchandise, offers and discounts are token-gated and accessible to IVY BOYS, IVY LEAGUE, IVY PETS, HeeDong and other BBRC Studios NFT Holders. Connect your wallet here to enjoy the perks if you own any BBRC Studios NFTs!

Will I be able to purchase anything if I do not own any BBRC Studios NFT?

You may still purchase the majority of our merchandise and enjoy any storewide offers when they are available if you do not own any BBRC Studios NFT.

Ordering

Why do you offer Pre-Orders?

Pre-ordering is a direct connection from us to you — both ensuring we can meet demand for our most-loved pieces while giving our community agency to direct the future styles we make. In the process, we eliminate wasteful overproduction by only creating what we need. It allows us to stay nimble, to produce limited editions, and pursue fun collaborations — everyone wins!

How do I pick the correct apparel size?

Size charts with detailed measurements are provided on each product’s page if available and applicable. Click on the “SIZE CHART” link located below the Size Selector on each of the product detail pages. Some products may not have a chart by design for your reference; please read the individual product descriptions for more information.

For any additional questions, CONTACT US or simply chat with us using the widget at the bottom right corner of the page. We will ask your typical size and how you like to wear your tops, shorts, and pants so we can suggest the best size for you!

Shipping

Do you ship internationally? Will I be paying Shipping Fees, Customs Duties & Taxes?

Yes, we do ship internationally. The shipping fees payable will be dynamically calculated and displayed during checkout. International shipping rates do not include the destination taxes and/or duties (except when shipping to Singapore addresses). Any additional costs imposed by the local government upon delivery are to be borne by international customers.

When will my order be shipped out?

Upon order and payment confirmation (of only non-pre-order products within the same order), your parcel will be shipped out typically within 5 working days. Once the parcel has been shipped out, you will receive an email notification with tracking information. Shipping fees are non-refundable in the case of returns.

When will my Pre-Order items be shipped out, and what is the process?

Products listed as "Pre-Order" will typically have a 90-day estimated production window before shipping unless noted. Any order which includes one or more Pre-Order items within the same order will be subjected to the approximate waiting time. Pre-Order items are produced on demand and no returns or exchanges will be accepted.

If you wish to purchase in-stock, ready-to-ship products and receive them sooner, please place orders for these products separately from the Pre-Order products. Shipping fees are applicable for each separate order placed.

I missed my local parcel claim deadline. How can I receive my purchase again?

Contact us here with your email and order ID, or reply to the latest order status email with details for our attention. Once the parcel has been returned to us in good condition (subject to varying timelines depending on destination return), we will send you a supplementary shipping fee payment link by email. Upon confirmation of payment, we will re-ship the parcel within 5 working days.

Returns & Exchanges

What is your Return & Exchange Policy?

We have a Final Sale policy on all our products; returns and exchanges are not permitted.

If there are mistakes or issues with your product or order upon receipt, please contact us with the order number and details regarding the affected item(s) to resolve any issues. 

No refunds or adjustments will be made for any initial shipping and/or handling charges. Free shipping for returns or exchanges will not be offered unless mistakes or issues are made on our behalf.

What do I do if my parcel is damaged upon receiving?

If you suspect that your parcel may be unacceptably damaged, please take pictures of the parcel from multiple angles before attempting to open it. While opening the parcel, take more pictures progressively if you suspect that the goods inside are damaged too. These serve as evidence to speed up the returns process.

For damaged items, do request for a return and we will reach out to you; or simply send us a reply to the latest order status email received with the pictures and details about the shipment. Once we have verified the request, we will contact you with instructions to process the return. Please do not remove the labels, wear, modify or wash the item(s). Returns will only be honored if we receive the goods in their original unused state. 

When preparing the parcel for return, pack the order as close as possible to the original state received, additionally secure it if required since the parcel may be severely damaged. Print and paste the shipping label provided on the wrapped parcel, covering the old shipping labels if they are still visible. Hand over the parcel to the appointed courier as stated on the new shipping label.

What do I do if I received the wrong products?

If the products are different from your order, please take pictures of the product and parcel shipping label. For the pictures of the product, please ensure that the product's labels, sizes and the whole item is visible.

For wrong items received, do request for a return and we will reach out to you; or simply send us a reply to the latest order status email received with the pictures and details about the shipment. Once we have verified the request, we will contact you with instructions to process the return. Please do not remove the labels, wear, modify or wash the item(s). Returns will only be honored if we receive the goods in their original unused state. 

When preparing the parcel for return, pack the order as close as possible to the original state received, additionally secure it if required since the parcel may be severely damaged. Print and paste the shipping label provided on the wrapped parcel, covering the old shipping labels if they are still visible. Hand over the parcel to the appointed courier as stated on the new shipping label.

Can I change my mind on the purchase?

We do not accept a change of mind on the purchase; careful considerations prior to finalizing your purchase is recommended. If you have committed to a purchase, anticipate receiving the highest quality merchandise, tailored to the tastes of discerning customers like yourself. Delivering exceptional experiences to our valued customers is our priority.

Do you allow for exchanges?

Exchanges are not allowed. We do our best to avoid such circumstances by providing comprehensive product details for you to make an informed choice before purchase. Please refer to the SIZE CHARTS (see “Ordering” section of the FAQ) and product details including material, features and care instructions found in every product detail page, per applicable.

Get in touch

Still have questions about your order, or a general enquiry?