HELP CENTER

What is Wholesale Unit Weight?

Wholesale Unit Weight (abbreviated to Unit Weight in some areas of the website) is the weight we use to calculate your order's shipping fee. A product's Wholesale Unit Weight may differ from its actual gross weight as we also consider the product's packaging or other protection material when determining its Wholesale Unit Weight.

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I have my own courier account. Can ABI use my personal account to arrange delivery

If you want to use your own courier account to handle shipping, please contact Customer Service for the details. Currently, we can only arrange to use personal courier accounts with DHL, Fedex, UPS and Aramex. If we can confirm the arrangement with your courier, we will deduct the shipping fees from your order and issue a refund in your original payment method. Please note that the actual weight of your order may be different from the one we calculated in your order details because of the packing material.

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Why is my order not yet shipped even though its estimated shipping time has elapsed?

The estimated shipping time of an order is determined by the availability of the items and the chosen shipping method. However, the estimated shipping time may be exceeded in some cases, like if an item becomes suddenly scarce, the items must be manufactured again, or if there are uncontrollable shipping delays. In these difficult cases, we must apologize as it will take longer than the normal availability time (5 business days) for your shipment to reach you.

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How will my orders be shipped?

[Express Shipping] Orders are shipped via international courier services, which operate in most countries. Orders may also be shipped using EMS (Express Mail Service), which is delivered via local post offices. Tracking numbers are provided for all shipments. ABI will use its discretion to determine the best courier for each order, and reserves the right to change couriers without prior notice.  

 

[Expedited Shipping - offered to select countries only] Orders are shipped via courier or the Post office. Tracking numbers are provided for all shipments. ABI will use its discretion to determine the best courier for each order, and reserves the right to change couriers without prior notice.  

 

[Premium Standard Shipping - offered to select countries only] Orders are shipped via the Post Office by eParcel or Registered Post. ABI will use its discretion to determine the best shipping agent for each order, and reserves the right to change shipping agents without prior notice. 

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When will my order arrive?

In general, the delivery time of your shipment can be determined using the following formula:  

 

Estimated delivery time = Product availability + Estimated shipping time of chosen Shipping Method.  

 

The Expected Ship Out Date is the day that we estimate your order will leave our warehouse, and can be determined using the greatest number of days in the "availability" range of the items in your order. The Expected Ship Out Date is also marked on the Order Confirmation e-mail sent to you after placing your order.    

 

Estimated Shipping Time is 5-7 business days when using Express Shipment. 

Estimated Shipping Time is 10-15 business days when using Expedited Shipment. 

Estimated Shipping Time is 5-15 business days when using Premium Standard Shipment. 

(Public holidays and weekends are excluded when calculating estimated delivery time)

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Can you ship orders to my warehouse?

Yes, we can ship to designated warehouses (e.g., Amazon warehouses, fulfilment centers, or similar).  

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Can I use my own shipping labels so my orders will be shipped directly to my warehouse?

Yes, you can. When your order is ready to be shipped, we will inform you of the dimensions and weight of your shipment so you can create your own shipping label and send it to us. We will use the address on your provided shipping label as the shipping address of your order.

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What happens to my order if it can't be delivered and is returned to ABI?

All shipments returned to ABI are considered “undeliverable”. Reasons for undeliverable shipments include incorrect shipping address, failed delivery attempts by the post office provider (i.e., the recipient is unavailable), or unclaimed shipments held by the courier agent. 

 

When we receive undeliverable shipments, we will notify customers via email to arrange for reshipment. All reshipments incur handling fees plus reshipment fees that are the same as ABI regular shipping fees. Additional courier charges for return shipping may also apply.

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What is your return/exchange policy?

We only accept defective returns or exchanges. If you receive a defective item, please contact our Customer Service Department within 14 days from the day you receive the order, and request a Return Merchandise Authorization (RMA). Requests submitted after this period will not be accepted.

 

For defective returns, we will only provide replacements for the same items. If a replacement item is out of stock, the item's value will be refunded in your original payment method.

 

To ensure speedy service, please have the following information ready when you email or chat with our Customer Service Department:  

1. Your order number 

2. Product name and ABI Catalog Number of the item you wish to return 

3. Supporting details of the defective return

 

Please refer to the Terms and Conditions for further details.  All returns must be sent to us within 30 days of the RMA issue date. ABI reserves the right to refuse returns that are not received within a reasonable time frame.

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Unwanted Item Return

We don’t accept returns of products that are unwanted. We kindly suggest that you read the product information carefully before placing orders.

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Size exchange

Size exchanges are not available from ABI. We recommend that you first place an order for smaller quantities of fashion items to check physical features and obtain accurate measurements before listing the items in your shop.