FAQ

Welcome to the pempp FAQ page. Below are answers to common questions about orders, shipping, returns, payments, sizing, and customer support.

1. What does pempp sell?

pempp is an online women’s apparel store serving customers in the United States. We offer women’s clothing and related fashion items, including everyday wardrobe pieces, seasonal styles, and other apparel items available on our website.

Product availability may change based on inventory, season, supplier availability, and customer demand.

2. Where do you ship?

We currently ship orders within the United States.

At this time, we do not offer international shipping outside of the United States.

3. How much does shipping cost?

We offer free standard shipping on all orders within the United States.

If any additional shipping options become available at checkout, the applicable cost will be shown before you complete your order.

4. How long does order processing take?

Orders are generally processed within 1–3 business days after payment is successfully received.

Business days are Monday through Friday, excluding weekends and public holidays.

Processing times may be longer during holidays, promotional periods, high-volume periods, or unexpected operational delays.

5. How long does delivery take?

After your order has been processed and shipped, standard delivery is estimated to take 5–8 business days.

The total estimated delivery time is:

Processing Time + Transit Time = Estimated Delivery Time

This means the total estimated delivery time is usually around 6–11 business days.

Delivery times are estimates only and may vary due to carrier delays, weather conditions, holidays, address issues, service disruptions, or other factors outside our control.

6. What is your order cut-off time?

Our order cut-off time is 5:00 PM Eastern Time, Monday through Friday.

Orders placed after the cut-off time may begin processing on the next business day.

7. Which carriers do you use?

We mainly use major shipping carriers such as USPS, UPS, FedEx, and DHL, depending on the destination, service availability, and fulfillment requirements.

The specific carrier may vary by order.

8. How can I track my order?

Once your order ships, you will receive a shipping confirmation email with tracking information when available.

You can use the tracking number provided in the email to check your order status. If our website provides a Track Your Order page, you may also use your order number, email address, or tracking number to check tracking updates.

Please allow 24–48 hours for tracking information to update after the carrier receives the package.

9. I have not received tracking information. What should I do?

If you have not received tracking information within 2 business days after shipment confirmation, please contact us at:

Email: info@pempp.com

Please include your order number and the email address used to place the order.

10. Can I change my shipping address after placing an order?

If you need to change your shipping address, please contact us as soon as possible at:

Email: info@pempp.com
Phone: +1 225-350-1725

We may be able to update the shipping address if the order has not yet been processed, packed, shipped, or transferred to the carrier.

Once an order is in transit, we cannot guarantee that the shipping address can be changed.

11. Can I cancel my order?

You may request to cancel an order by contacting us as soon as possible at info@pempp.com.

Cancellation requests may be accepted if the order has not yet been processed, packed, shipped, or transferred to a fulfillment provider or shipping carrier.

If the order has already shipped, it will be handled according to our Return & Refund Policy after delivery.

For more details, please review our Order Cancellation Policy.

12. Can I change the item, size, color, or quantity after ordering?

Please contact us as soon as possible at info@pempp.com.

We may be able to help if the order has not yet entered processing or fulfillment.

If the order has already been processed or shipped, changes may not be possible. You may request a return or exchange after delivery according to our Return & Refund Policy.

13. What payment methods do you accept?

We currently accept the following payment methods, subject to availability at checkout:

  • Shop Pay
  • Shop Pay Installments, if available
  • Visa
  • Mastercard
  • American Express
  • Diners Club
  • Discover
  • Apple Pay
  • Google Pay
  • PayPal Wallet

Available payment methods may vary depending on your location, device, browser, order value, payment provider settings, and eligibility requirements.

14. What currency do you use?

All prices on our website are displayed and charged in U.S. Dollars (USD) unless otherwise stated at checkout.

Your bank, card issuer, or payment provider may apply additional fees, such as currency conversion fees or foreign transaction fees. These fees are charged by your payment provider and are not controlled by pempp.

15. Is my payment secure?

Payments on our website are processed through secure third-party payment providers, including Shopify-supported payment services and other available payment processors.

We do not intentionally store your full credit card or debit card number on our own systems.

For more information, please review our Payment Policy and Privacy Policy.

16. Why was my payment declined?

Payments may be declined for several reasons, including incorrect billing information, insufficient funds, card restrictions, bank security settings, payment provider review, or unsupported payment methods.

Please check your billing information and contact your bank, card issuer, wallet provider, or payment provider for details. You may also try another accepted payment method.

17. Do you accept returns?

Yes. You may request a return or exchange within 30 days of delivery, subject to our return eligibility requirements.

Returned items must be unused, unworn, unwashed, undamaged, and in their original condition with original packaging, tags, labels, accessories, and proof of purchase where applicable.

For full details, please review our Return & Refund Policy.

18. How do I start a return?

To start a return, please contact us at:

Email: info@pempp.com

Please include:

  • Your order number
  • The email address used for the order
  • The item you wish to return
  • The reason for the return
  • Photos if the item is damaged, defective, or incorrect

Our customer support team will provide return instructions and the correct return address.

Please do not send returns to our office address unless we specifically instruct you to do so.

19. Is your office address the return address?

Not necessarily.

Our office address is:

pempp
1 Trella Pl
Lackawanna, New York
United States

This is our office address and may not be the correct return warehouse address.

For returns or exchanges, please contact us first at info@pempp.com and wait for return instructions. Returns sent without prior authorization or sent to the wrong address may not be accepted.

20. Who pays for return shipping?

Customers are responsible for return shipping costs unless the item is damaged, defective, incorrect, or the return is caused by our error.

For eligible damaged, defective, or incorrect items, we will provide instructions for a replacement, refund, or return shipping arrangement.

21. How long does it take to receive a refund?

Once your returned item is received and inspected, we will notify you by email whether the refund has been approved.

If approved, the refund will be processed to your original payment method within 5–7 business days. Your bank, card issuer, wallet provider, or payment provider may require additional time to post the refund to your account.

22. Are shipping fees refundable?

We currently offer free standard shipping on all orders within the United States.

If any paid shipping or additional delivery-related fees apply in the future, those fees may be non-refundable unless the return is due to our error or a damaged, defective, or incorrect item.

23. What if I receive a damaged, defective, or incorrect item?

Please contact us as soon as possible at info@pempp.com.

Include your order number and clear photos showing the issue. After review, we will arrange an appropriate solution, which may include a replacement, refund, or return instructions.

24. What items are not returnable?

The following items may not be eligible for return or exchange unless they arrive damaged, defective, or incorrect:

  • Customized, personalized, or made-to-order items
  • Clearance, final sale, or promotional items marked as non-returnable
  • Gift cards
  • Items that have been worn, washed, altered, damaged, or are missing original tags or packaging
  • Intimate apparel, swimwear, bodysuits, or similar hygiene-sensitive items, unless unopened, unused, and in original condition where applicable by law

For full details, please review our Return & Refund Policy.

25. How do I choose the right size?

Please review the size information provided on the product page before placing your order.

For apparel, sizing and fit may vary depending on design, fabric, cut, body shape, and measurement method. Size charts and product measurements are provided for reference only, and minor measurement differences may occur.

If you are between sizes, review the specific product measurements and fit description before choosing.

26. Will the color look exactly like the photos?

We make reasonable efforts to display product colors as accurately as possible.

However, actual colors may vary slightly due to screen settings, lighting, photography, production batches, and display differences between devices.

27. Why does the fit look different from the product photo?

Apparel fit may vary depending on body shape, height, proportions, fabric, garment cut, styling, and size selection.

Product photos are provided to show the general appearance of the item. Please review the product description and size information before ordering.

28. What should I do if my package shows delivered but I did not receive it?

If tracking shows delivered but you have not received your package, please first check:

  • Your mailbox
  • Front door or porch
  • Building reception area
  • Package locker
  • Neighbors
  • Household members

You may also contact the shipping carrier directly for delivery details.

If you still need assistance, contact us at info@pempp.com with your order number and tracking number.

29. What happens if I entered the wrong shipping address?

Customers are responsible for providing accurate and complete shipping information at checkout.

If a package cannot be delivered due to an incorrect, incomplete, or outdated address provided by the customer, the customer may be responsible for additional shipping costs, including reshipment fees.

Please contact us immediately if you notice an address error.

30. How can I contact customer support?

You can contact us using the information below:

pempp
Email: info@pempp.com
Phone: +1 225-350-1725
Office Address: 1 Trella Pl, Lackawanna, New York, United States
Business Hours: Monday to Friday, 9:00 AM – 5:00 PM

We aim to respond within 1–2 business days. Response times may be longer during weekends, public holidays, promotional periods, or high-volume periods.