FAQ & Payment Problem
FAQ (Frequently Asked Questions)
IF PAYPAL KEEP REJECTING YOUR CREDIT CARD/DEBIT CARD WHEN CHECKOUT
You might at times face issues while making payments when checkout using credit card/debit card/Paypal. Following is a list that describes some common error messages returned by PayPal and their most common underlying reasons. Please follow this guideline & if you still experience payment problems, you may print screen your exact error message that you receive on paypal during checkout and contact us for asssitance for effective support.
MESSAGE TYPE 1:
The card you entered cannot be used for this payment.
Please enter a different credit or debit card number
The rejection message described by your buyer is a general PayPal message which could indicate a number of issues. Some common reasons why PayPal could reject cards and display this message could be:
1. Credit Card Is Linked or Associated with a PayPal Account.
If you’re using a credit card that’s linked or assigned to a PayPal account, try login to PayPal during payment process. You can change the source of fund to make the payment after logged in to use credit card instead of PayPal balance.
2. Credit Card Is Previously Used in PayPal Account or Assigned in Closed PayPal Account
PayPal remembers a credit card details even when it’s already been removed from the account. The information also been remembered even if PayPal account which linked to the credit card is closed and deleted. In this case, try another credit card, or assigned the credit card to a PayPal account, and pay with account logged in.
3. PayPal Limit on Non-Member Credit Card Usage
According to PayPal source, there is a limit based on the number of times, the amount of the transactions, the type of merchandise being sold that a credit card can be used within the system without having to verify ownership by opening an account. The restriction is for security and fraud protection reasons. There is no workaround to this limitation, but you should be able to use another credit card. If there is problem, try using another email address. If none works, register an PayPal account.
4. Credit Card or Email Address Raises Flag in the Transaction
Closely link to reasons above, where some part of the transaction raises flag on the server that stop the payment. Two possible flags are on credit card or email address. Try changing either credit card or e-mail address or both when attempting to pay again.
5. Your browser is not accepting cookies. You should clear any existing cookies and try again.
6. Random Paypl Review
Paypal may randomly review credit/debit card payments if there has been any suspicious activity related to the credit card/debit card or IP address that you are using. you can delete your cookes, reboot your computer and try sometime later or use other computer or a mobile.
MESSAGE TYPE 2:
We can't process your payment right now, so please try again later. We're
sorry for the inconvenience.
The main reasons for this particular error according to PayPal technical support:
When a customer does not have paypal account, a credit card has a total lifetime transaction limit of approximately $3000. This value is the total of all payments ever made through the PayPal Guest Checkout Experience on that credit card. Even if the total is below $3000, they can only use that card dozen times as a guest. If the card is flagged by PayPal, an account (username/password) will be required for security reasons. In either case, you will need to sign up for a PayPal account in order to use that credit card. If your customer does have an existing PayPal account and the credit card or email address is recognized, your client must log in to PayPal first for security reasons.
REGISTER & EDIT MEMBERSHIP INFO
ID Theft & Account Fraud Prevention
We respect your privacy. Any and all information collected on this site will be kept strictly confidential and will not be sold, reused, rented, disclosed, or loaned. Any information you give to us will be held with the utmost care and will not be used in ways that you have not consented to. However, it is solely your responsibility to keep your account information and password secure. Please do not disclose password to anyone in order to protect yourself from fraud.
Q: Do I have to create an account to place an order from you?
A: Yes. you have to be a registered user of Guylook to start shopping with us. Please click on " Register " on the right top and create your profile. Becoming one of us won't cost you anything at all and you will receive exclusive offers, privileges, discounts and a lot more. Not only will shopping be easier, but your entire experience with the site will become more personal and convenient over time.
Q: I can't create a membership account, because my country is not shown in the list.
A: There are a few countries that we don't ship to and some countries have not been included in the list for system maintenance issue. If your country is not shown in the list when you register, please contact us for assistance.
Q: Password Recovery
A: When you forgot your password, please click this link and follow the instruction. Your new login key and a link to sign in will be sent to your registered email.
Q: How to change ID, password or shipping information?
A: Please click MY ACCOUNT and update your profile information.
DISCOUNT COUPON, QUANTITY DISCOUNT, REVIEW, PROMOTION & REWARD POINT
When you become one of registered users of Guylook, you will receive exclusive offers, privileges, discounts and a lot more.
Reward Point- Everytime you shop with us, you save 20% points of the total amount of your purchase. Shipping charge is not included. 1 usd is equal to 10 points on our webstore. You can purchase a product and substract certain amount from your available points. Each product shows Price in points and Reward points for your convenience.
Review- Everytime you leave a great review on your purchase, you will get 5 points in return, which is equivallent to $0.50usd. The rate has to be over average, othewise we have no point to give you in return. You can only leave a single review for each item. If you have purchased 5 items in total, you can leave 5 reviews in total and you get $2.50usd in return. No random review will be rewarded.
Facebook- When you join our Facebook Fan page, you will get 10 points in return, which is equivallent to $1usd. Please tell us your Guylook user ID and full name on Facebook wall once you join us. 10 free points will be rewarded to your Guylook user account.
For ordering, please follow this simple step.
- Step 1: Please register and sign in. Add to Cart button won't appear if you are not signed in yet.
- Step 2: Search for the items that you would like to purchase.
- Step 3: When you've found an item you want to purchase, please select quantity, size and color for the item and click Add to Cart button to safely store shopping items to your cart. When you click Add to Cart button, a pop up page will appear and ask you if you want to Continue Shopping or Checkout. For a purchase of a single item, please click Checkout and instantly proceed your Checkout. For a purchase of multiple items, please click Add to Cart and Continue Shopping. If you have added all the items that you want to purchase, please click Checkout button to proceed your Checkout.
- Step 4: One Page Secure Checkout- At this step, you can review the items that you are going to purchase, update your shipping information, select payment method, select shipping method, use reward point or discount coupon and make any last-minute change.
- Step 5: Place order- You will be directed to Paypal page.
- Step 6: When you successfully complete a payment for your new order, please click Return to Guylook link. You will receive our thank you message and be able to check your order details.
- Step 7: You will receive an order confirmation email, order process email and shipment information email from us with details of your order.
Q: Do you guys accept money order, personal cheque or western union?
A: We only accept Paypal and Credit card payment. If you don't have a Paypal account yet, we strongly recommend you to create one at www.paypal.com and get verified with your financial information. Paypal provides you with one of the fastest, easiest and safest online shopping environment and allows any business or consumer with an email address to securely, conveniently and cost-effectively send and receive real-time payments online.
Q: How does Paypal work?
A: Paypal is used to securely send payments over the Internet. You can choose to pay from your Paypal account balance, a credit card, debit card or bank account. To make a Paypal purchase, select Paypal during checkout and choose your method of payment. Your funds are transferred immediately and securely. Paypal is highly secure and committed to protecting the privacy of its users. Its industry-leading fraud prevention team is constantly developing state-of-the-art technology to keep your money and information safe. When you use Paypal to send money, recipients never see your bank account or credit card numbers.
Q: I don't have a credit card. Can I send you money directly from my bank?
A: Yes, but you must create a Paypal account and get verified by Paypal with your financial information. If you only added a bank account to your Paypal account, your payment will be considered as eCheck payment. Just like a regular check, eCheck payment usually takes between 3 to 5 business days to be cleared into our Paypal account. Your order will be only shipped out when the payment is successfully cleared into our Paypal account.
Q: Have you refunded my money yet? I just checked my Credit card balance, but couldn't find any refund.
A: Refund is made back to a buyer's original funding source. It may take a few days for the refund to appear on a buyer's Credit card balance or bank account balance.
Q: I just made an order, but I'd like to change or cancel it.
A: You may cancel or change your order only when you contact us within 24hrs after the payment is made. Please contact us for assistance. If you don't contact us within the given time, there will be no way to reverse your order.
Q: How can I check my order status?
A: You can check the status of your order by clicking Orders under MY ACCOUNT menu.
- Incomplete: Your order has been placed, but payment has not been made yet.
- Pending: When you use eCheck payment, you will have this status until the payment is cleared into our Paypal account.
- Placed: Your payment has been successfully made and your order has been placed successfully.
- Backordered: Your payment has been successfully made, but some of the items are backordered.
- Canceled: Your payment has been canceled for some reason. Please contact us for assistance.
- Awaiting Shipment: Your order has been in packing process.
- Shipped: Your order has been shipped out successfully.
Refunded: Your payment has been refunded.
Q: I'd like to make a big order. Do you give any discount?
A: You may contact us if there is any applicable discount that can be made to your order.
SHIPPING & HANDLING
Q: Can you inform me of the shipping information of my order when the shipment is made?
A: Once your order has been shipped out, you will receive a shipment confirmation email that confirms that your order has been shipped from our shipping department and handed to our carrier; Korea Post. You may contact us if you haven't got any.
Q: How do I calculate the shipping and handling charge for my order?
A: Shipping and handling charges are automatically determined by the total weight of your purchase and your location. You can confirm the shipping & handling charge for your order during Checkout process. Please refer to this link for detailed shipping & handling information.
Q: Where do you ship to?
A: We ship wordwide, but unfortunately, due to some restrictions and lack of postal service of destination country, we currently do not ship all products to all countries. If your country is categorized in one of shipping restricted countries, you will have an error message during checkout process. You may contact us if there is any alternative shipping method to your country.
Q: Can I get tracking number for my order?
A: Tracking information of your package will be sent to your email after the shipment is made. You can trace your package at http://www.track-trace.com/post. Please understand that due to the discrepancies of different postal systems between countries, once a package leaves the departure country, there may be no more tracking update made until you successfully receive it, which doesn't mean there is anything wrong with the shipment. If you don't receive your order in the estimated delivery time to your region, please contact us for assistance.
Q: Will my package get taxed?
A: Even if we always mark all packages as gift and used clothes and even lower the total value for you, there may be some cases that you may be charged for Customs or Import tax that is applicable according to your Customs law. If you do not accept or reject receiving the package, it will be returned to us and the original shipping charge can not be refunded and will be deducted from the total amount of refund. Please do not blame us or ask us to pay your tax because it's your responsibility.
Q: I live in US. Can I use the tracking number that you have sent at www.usps.com to trace my package?
A: Once a package is handed over to the national post of destination country, you may trace your package at the official website of your national post. It usually takes 7-12 business after the shipment date for our tracking number to be traceable at the official website of your national post. Only Canadapost and USPS usually provides a reliable up-to-date tracking service, but they sometimes show an error message. This happens due to the discrepancies of different postal systems between two countries and it doesn't mean there is anything wrong with your package. Please understand that standard shipping service doesn't support up-to-date tracking information. For more reliable and up-to-date tracking information, please select EMS service when you place an order.
Q: I just made a payment via Paypal. Can you ship my order to a different shipping address from my Paypal address that appears on the Paypal receipt?
A: Your name and shipping address should be same on both Guylook and Paypal account. If the shipping information doesn't coincide, we will ship your order to the shipping address that have been submitted during checkout. If any part of your shipping address is considered to be missing, ambiguous or inapposite, we may hold your order until we get address confirmation from you. Any delivery problem that may be occured due to incorrect or insufficient shipping information will be buyer's full responsibility. If you have to change your shipping address after the payment, please contact us immediately.
Q: I just received my order, but two items are missing. What are you going to do with the missing items?
A: Sometimes, the item you purchased might be out-of-stock or backordered. We may cancel or ship the backordered item in a separate package when it's ready. When this happens, we will send you a notification email and ask for your decision. Our notification email advises you to reply back in 48hrs. If we don't get any response from you in the given period, we may cancel the item that is out-of-stock or backordered and ship out the rest of your order without your consent.
Q: I'd like to order some items. Can you tell me when I can receive my order after the purchase date?
A: We try our best to ship your order as quickly as possible within any time period that is indicated below. However, delivery may take longer than expected due to many factors including Customs retention, postal congestion and slow delivery service of the destination country, etc. we are not responsible for any delay in delivery which are beyond our control. Please understand that business days don't count weekends and holidays. Please refer to this link for details.
Q: Wrong address or return item for the reason of "unclaimed by an addressee"
A: You have to submit us an accurate shipping information when you make a purchase. If a package is returned for the reason of insufficient shipping address or unclaimed by an addressee, you will be fully responsible for both shipping charges. For reshipment, you have to pay for the original shipping charge to our Paypal account. For cancellation, the original shipping charge will be automatically deducted from the total refund. We will contact you via Email when this happens.
REFUND & EXCHANGE POLICY
It is important to us that you are completely satisfied with your purchase. We try our best to show the exact image and accurate measurement of merchandise to our valuable customers. If for any reason you do not absolutely love your purchase, we will gladly issue a refund for the value of the merchandise or exchange your items. Original shipping and handling fees are not refundable.
Before you return your purchase, you must contact us within 48hrs after you receive your order. We may refuse or reject receving your return if you haven't followed our return step. The original shipping charge for refund is not refundable unless the item is defective and both shipping charges for refund & exchange are your full responsibility. All returns will be credited to the original form of your payment or as a form of store points once we get the return.
Return Step- Be sure to read our instructions below before return.
- Click Orders under MY ACCCOUNT and list of your orders that has been purchased so far will appear.
- Click ID number of the order that you would like to return. Detailed order information will appear.
- You will find Registration of the return on right top.
- Please fill out the form and click Return button for approval. When your return is authorized for return, you will get a Return approved email from us. If your return is approved, please click this link, choose save as and download a return form.
- You have to fill out the return form completely and enclose it with the item you are returning. Be sure to indicate if you would prefer to receive a refund or make an exchange for another size, color or item. We will contact you as soon as we receive your return and proceed your request.
- The returning merchandise has to be shipped out within 72hrs after you contact us.
- If an item is returned more than 5 business days after you receive your order, your request won't be authorized and will be refused.
- Return of an item can be only administered once and no return for the pre-exchanged item can be accepted.
- Please mark your returning package as gift and used clothes and lower the total value as we have done for you. Please do not return your package via Surface. Only Air.
- The returning merchandise has to be shipped as the same new condition: unworn, unwashed, unaltered and unperfumed as sent in order to be accepted as a return. Please use the original shipping box and packing materials for return. If you purchased a pair of shoes, you have to safely pack it in the same shoe box as sent. If the box is damaged, you will be charged for applicable penalty.
- Custom-made shoes are crafted by each order and not refundable.
- Personalized Items cannot be returned or exchanged. Only an exchange can be administered in the form of one to one size exchange for the same item in same color.
- If you believe that your merchandise is faulty, damaged or does not correspond to it's description on our website, we may ask you for photo verification to approve your return request. We will get your full money back including the returning shipping charge when your merchandise is authorized as defective item.
- If the returning package is lost or damaged during shipping process, you will be fully responsible for the loss or expense for repair.
Q: Do you make bigger size clothes?
A: Due to the limited quantity of each item, we only make popular sizes that fit most average men. Sorry, we don't make bigger size clothes.
Q: Will sold-out items be back up for sale in the future or can you notify me when it's back in stock?
A: Due to the limited quantity of each item, most our products are rapidly sold-out. Once an item is sold-out, we can't guarantee you it's future availability. Sold-out items will be carefully reviewed and decided to be reproduced or not. When a product is out of stock, a customer is able to request notification of availability by checking Notify me when this product is back in stock on product page. A notification email will be sent to your registered email as soon as the out-of-stock item is back in stock.
Q: What is one size?
A: When a product is optioned with One size fits all, we only have one size that fits all.
Our one size clothes is almost equivalent to US regular small or slim fit medium according to US sizing standard.
Q: Can I reserve an item?
A: Our products are sold based on First comes, First served. Sorry, you can't reserve any of our products.
Q: The color of my purchase looks different from the photos. Why?
A: We always try our best to accurately show the exact image of the actual product, however the color you see on the computer screen may look slightly different from the actual color of the product. It could happen due to the resolution of your computer monitor, performance of graphic card, light, photo filter, different distressing pattern,etc.
Q: Do you have actual stores that I can visit?
A: Unfortunately, we are not running any offline store at this moment. You can only place an order at our webstore.
Q: Do you take any personal order?
A: We mostly don't take any personal order, but there may be a few products that can be customized with a buyer's personal request. You will have to contact us for assistance. Please understand that any personalized Item or customized item cannot be returned or exchanged.
Q: I'd like to purchase some of your products. Are they true to size?
A: We conform to US sizing standard, however, our clothes come in a body-flattering slim modern cut, which may make you feel more fitted and slimmer when they are compared to US size.
Q: I ordered size M, but the label of the jacket I got says size L. How are you going to settle this problem?
A: Most our clothes have different labels on them, because of the domestic size conversion. We always indicates size as S(Label_M), which means the size of the product is US size S, but labeled with size M. You ordered sz M(Label_L) jacket and if the label says size L, you received your order as exactly as purchased.
Q: The color of my tee came out after a couple of wash. Can you replace it with a new one?
Any washed item can not be authorized for return. You have to wash your clothes with utmost care in order to expand it's lifespan and maintain it's original shape and color for a long time. Any problem that may be occured by inappropriate washing and handling is a buyer's full responsibility.