FAQ
Frequently Asked Questions (FAQ)
Welcome to the ASCAPA FAQ page. Here you will find answers to the most commonly asked questions about our online store, ordering process, shipping, returns, and customer support. We have organised the questions into sections for your convenience.
If you cannot find the answer to your question here, please contact our customer support team.
ORDERING
How do I place an order?
To place an order with ASCAPA, simply browse our product collection, select the items you wish to purchase, add them to your shopping basket, and proceed to checkout. Follow the on-screen instructions to enter your shipping details and payment information, then confirm your order. You will receive an order confirmation email shortly after placing your order.
How do I know my order was received?
After you place an order, we will send you an order confirmation email to the email address you provided. This email confirms that we have received your order and provides you with your order number and a summary of the items you purchased. If you do not receive this email, please check your spam folder or contact our support team.
Can I change my order after placing it?
We understand that you may wish to change your order after it has been placed. If you need to modify your order, please contact our customer support team as soon as possible. We will do our best to accommodate your request if your order has not yet been processed for shipping. Once an order has been dispatched, we may not be able to make changes.
SHIPPING & DELIVERY
How long does order processing take?
Order processing (handling) takes 1–2 business days. This is the time we need to verify, pick, package, and prepare your order for shipment. Orders are processed on business days only (Monday to Friday, excluding public holidays).
How long does delivery take?
Once your order has been dispatched, the transit time is 2–3 business days. Transit time refers to the time your order spends in transit after it has been handed over to the delivery service.
What is the total estimated delivery time?
The total estimated delivery time from the date you place your order to the date you receive it is 3–5 business days. This includes both our handling time and the transit time.
What happens if my delivery is delayed?
Occasionally, deliveries may be delayed due to factors beyond our control, such as adverse weather conditions, public holidays, or issues with the delivery network. If your order has not arrived within the estimated timeframe, please contact our customer support team, and we will investigate the matter for you.
Do you deliver on weekends?
We do not process or dispatch orders on weekends. Orders placed on Friday after business hours or over the weekend will begin processing on the next business day. Delivery services may deliver on weekdays only.
Do I need to sign for my delivery?
This will depend on the delivery service used and the value of the package. We recommend that you provide a delivery address where someone will be available to receive the package during business hours.