FAQs
Find your Answer
Please Note:
Only one coupon code can be applied per order. However, you can combine a coupon code, YTC points, and any available wallet balance in a single transaction.
Billing Address Update Notice:
You can edit the billing address on the checkout page before completing your payment. Once the payment information is submitted, the billing address cannot be changed.
Please note: The billing address does not affect shipping.
If you’ve already completed your purchase and need to update the billing address, we recommend canceling the current order and placing a new one.
How to Order from Your True Confidence
Step 1: Create a free YTC account by registering on our website.
Step 2: Select your desired size, color, and click “Add to Cart.”
Step 3: Go to “View Cart” and proceed to checkout. You can pay using Debit/Credit Card, PayPal, Google Pay, Apple Pay, and more.
International Orders – Customs & Import Fees
Orders shipped internationally may be subject to import taxes, customs duties, and other fees imposed by the destination country. For more details, please contact your local customs office.
If you are charged any fees upon delivery, please keep all related documents. We may be able to offer partial compensation depending on the circumstances.
Order Confirmation & Tracking
A confirmation email will be sent within 24 hours after your payment is completed. If you don’t see it in your inbox, please check your Spam or Junk folder. 🙂
You can also track your order by clicking on “My Orders” in your account. Once your order ships, we’ll update the tracking information there.
Modifying Shipping Address
1. For unshipped orders, you can update your shipping address by clicking “Edit” under My Orders.
2. For shipped orders, the shipping address cannot be changed.
Changing Item Sizes
1. For unpaid orders, please cancel the order under My Orders and place a new one with the correct size.
2. For paid but unshipped orders, contact our Customer Service to request a size change.
3. For shipped orders, sizes cannot be modified. We recommend applying for a return or exchange after receiving the item.
Order Processing Time
Orders typically take 1–3 business days to process.
If your order is delayed, it’s usually because one or more items require additional processing time.
If you'd like to receive the other items sooner, you have two options:
- Cancel the delayed item(s) for a refund, allowing the rest of your order to ship immediately.
- Contact Customer Service to request a separate shipment for the available items.
We’re happy to help speed things up where possible!
Order Cancellation
You can cancel your order directly through “My Orders” as long as it hasn’t been shipped.
Once an order has been shipped, cancellation is no longer possible. In that case, we recommend waiting for delivery and then initiating a return for a refund.
Can’t Find Your Order?
If your order isn’t showing in your YTC account, here are a few things to check:
– It may have been deleted by mistake. You can restore it from your “Deleted Order History.”
– You might be logged into the wrong account. Try logging in again using a different method, like Facebook or Google.
– Feel free to contact us, and our team will assist you.
Tracking Your Order
You can check your order status anytime under “My Orders.”
We also send SMS notifications and email updates to keep you informed.
Note:
Customers can register using an email address, phone number, Facebook, or Google account.
Please make sure you’re logged into the same account you used to place your order.
If your order was cancelled and refunded, you’ll receive an email notification with the reason. Common reasons include:
– The order was automatically cancelled within 12 hours due to incomplete payment.
– We didn’t receive the required documents for payment verification as requested in a previous email.
– One or more items became unavailable, and we didn’t receive a replacement request from you.
Available carriers, shipping prices, and estimated delivery windows are calculated for your destination at checkout. We do not use a fixed shipping fee or promise a universal free-shipping threshold.
Orders are typically prepared within 2-5 business days. Transit estimates begin after the carrier receives the parcel and can change because of customs, weather, or carrier delays. See our Shipping Policy for details.
Many products ship directly from overseas fulfillment partners. The delivery estimate shown at checkout is the carrier's estimate, not a guaranteed arrival date.
Check your tracking link first. If the parcel is beyond the latest estimated date or tracking has not changed for an extended period, contact Customer Support with your order number.
International parcels can travel with an export carrier before being transferred to a local carrier. The local carrier may show only that a label was created until the handoff and customs clearance are complete.
Use the tracking link in your shipping email for the most complete available history.
Confirm Delivery & Tracking Information
Clicking “Confirm Delivery” will not impact your shipment or be used to determine whether your package has been delivered.
To view your tracking number and courier details, simply go to “My Orders” and select the order you’d like to track.
When a parcel ships, we email its tracking number and link. Orders with products from different fulfillment partners may receive more than one tracking number.
Tracking can take 3-7 business days to show the first carrier scan.
Most orders are prepared within 2-5 business days. Products fulfilled by different partners may ship separately and at different times.
Returned to Sender Notice
If your tracking information shows “Returned to Sender”, it’s usually due to an incomplete or incorrect shipping address or the courier not having access to the delivery location.
In this case, please contact our customer service to request a reshipment or refund.
Important: If you’re requesting a reshipment, please make sure to provide your correct and complete delivery address when contacting us.
Open the tracking link in your shipping confirmation. International tracking may pause while a parcel is in transit, awaiting customs clearance, or being transferred to a local carrier.
If the order is beyond the carrier's latest estimate, contact Customer Support with your order number.
We work with multiple trusted fulfillment partners and fulfillment centers. Products may be prepared at different facilities, including overseas facilities, so items from one order can ship separately.
Each parcel receives its own tracking information when available. You are not charged an additional shipping fee because an order is divided after checkout.
Didn’t Receive Our Email?
1. Please double-check that your email address is spelled and formatted correctly.
2. Check your Spam or Junk folder for any messages from Your True Confidence.
3. You can also visit “My Orders” in your account to view the latest updates on your order.
Package Not Received?
Please follow these steps:
1. Check your mailbox and surrounding areas.
2. Ask your neighbors in case the package was delivered to them by mistake.
3. For more details, contact the courier company directly using your tracking number.
4. Still need help? Feel free to contact a YTC Agent, and we’ll be happy to assist you further.
Delivery Issue Notice
If your package couldn't be delivered, it’s often due to an incomplete or incorrect shipping address, or the courier being unable to access the delivery location.
We recommend contacting the courier directly to arrange a re-delivery of your package.
We cannot guarantee delivery by a particular date. Carrier delivery windows shown at checkout are estimates and may change because of customs, weather, capacity, or other events outside our control.
Please allow extra time when ordering for an event.
Your available carrier options and estimated delivery windows are shown at checkout after you enter your destination. The estimate includes carrier transit time; order preparation normally takes 2-5 business days.
Tracking may not update until the export carrier scans the parcel, customs releases it, or a local carrier accepts the handoff. Please allow 3-7 business days after shipment for the first update.
Contact Customer Support if tracking remains unchanged beyond the carrier's estimated delivery window.
Contact Customer Support within 7 days of delivery. Include your order number and clear photos or video showing the item, packaging, and shipping label.
If we confirm that the item is damaged, defective, or incorrect, we will arrange an appropriate refund, replacement, or return solution at no return-shipping cost to you.
Approved refunds are sent to the original payment method. Please allow 5-10 business days after approval for the credit to appear, depending on your bank or payment provider.
How to Withdraw from Your Wallet
To withdraw funds from your YTC Wallet, please follow these steps:
1. Log in to your account and go to “My Wallet.”
2. Click the “Withdraw” button.
3. Enter the amount you wish to withdraw.
4. Click “Submit.”
💡 Note: The withdrawal will be processed to the original payment method used for your order(s).
Using Your Wallet Balance
You can use your YTC Wallet balance in two ways:
- Apply it at checkout, or
- Withdraw it to your original payment account.
How to Use at Checkout:
- Select your preferred payment method first, then enter your wallet balance to pay for the order.
- If the currency of your wallet is different from the currency of your order, the wallet balance option will not appear at checkout.
Contact Customer Support within 7 days of delivery with your order number and clear photos of the item, packaging, and shipping label. If confirmed, we will arrange a refund, replacement, or return solution at no return-shipping cost to you.
Contact Customer Support within 7 days of delivery. Provide your order number, photos of the item and packaging, and a short explanation of the difference.
Normal color variation between screens and minor measurement differences are not defects, but we will review material listing differences fairly.
Missing Wallet Balance?
- First, make sure you're logged into the correct YTC account.
- If you used your wallet balance for an unpaid order, the balance will remain tied to that order until it's completed or cancelled.
- To restore your wallet balance, simply cancel the unpaid order. The funds will be refunded to your wallet within 24 hours.
For more details, please check “My Wallet” in your account.
If you need assistance, feel free to contact a YTC Agent.
Refunds are based on the amount actually paid after discounts. Original shipping charges, duties, and return shipping are not refundable unless the return is caused by a damaged, defective, or incorrect item.
Contact Customer Support if the amount does not match these terms.
We do not offer direct exchanges. Request a return within 14 days of delivery if the item is eligible, then place a new order for the preferred size.
Return shipping for sizing or preference changes is the customer's responsibility.
Return requests for eligible items must be submitted within 14 days of delivery. Items must be unused, unworn, unwashed, and returned with original packaging and tags.
Final-sale items, opened beauty or personal-care products, intimate items, and items marked non-returnable are not eligible. Local consumer rights still apply. Read the full Return and Refund Policy.
Contact Customer Support within 14 days of delivery before sending anything. Include your order number, the item, and the reason for return.
Wait for approval and the correct return address. Do not return products to the address printed on the parcel unless instructed. For preference or sizing returns, tracked return shipping is the customer's responsibility.
Keep your return tracking number. After an approved return reaches the provided return address, allow up to 7 business days for inspection and a refund decision.
Eligible items are refunded for the amount actually paid. Original shipping, duties, and customer-paid return shipping are not refundable unless the item was damaged, defective, or incorrect.
Final-sale and non-returnable items are excluded, subject to applicable consumer law.
We do not provide a universal free return label. Customers pay tracked return shipping for preference, fit, or sizing returns.
If we confirm that an item is damaged, defective, or incorrect, we will provide a return or refund solution without charging you return shipping.
Payment Issue Notice
If you received a text message from your bank, it may have been an authorization message, not an actual charge. Please check your bank card’s remaining balance to confirm.
If you believe your first order was double charged, please contact our Customer Service Team and provide the following information so we can investigate:
🔹 For card transactions, please provide:
- Payment amount
- Payment currency
- Date of the charge
- First 6 digits and last 4 digits of your card
- A screenshot of the transaction details
- First 6 digits and last 4 digits of your card
- A screenshot of the transactional details
🔹For PayPal transactions, please provide your PayPal Transaction ID.
You can also contact PayPal directly to retrieve this ID.
Shipping prices are calculated by the available carriers after you enter your destination at checkout. Rates vary by destination, parcel, product, and service level.
International customers may also be responsible for import duties, taxes, or customs fees charged by their country.
Accepted Payment Methods
We currently accept the following forms of payment:
Credit/Debit Cards
Gift Cards
PayPal
Google Pay
Apple Pay
Choose the option that works best for you at checkout!
How to Check Your YTC Points Balance
To see how many points you’ve accumulated:
a. Log in to your YTC account
b. Click the dropdown menu under your name in the top right corner
c. Select “My Points” to view your current points balance
Gift Card Cancellation or Modification
If the gift card has not been used, we can:
Cancel the card and issue a refund, or
Update the recipient’s email address
Please contact our Customer Service Team to request a cancellation or modification.
Coupon Expiration Information
YTC coupons have different expiration dates depending on the promotion.
To view the exact expiration date of your coupons, please go to “My Coupons” in your account.
YTC Points Expiration
YTC Points have varying expiration dates, which can range from 7 days to 3 months, depending on the promotion or activity. Some points may have a longer validity period.
To view the exact expiration date of your points, please visit the “My Points” section in your account.
Order Verification Notice
To protect our customers and prevent unauthorized transactions, our system randomly reviews a portion of orders to ensure they were placed by the authorized user of the selected payment method.
If your order was selected, please check your email and reply with the requested documents.
Rest assured, your personal information will not be stored.
For further assistance, please Contact a YTC Agent.
Having Trouble Making a Payment?
If you encounter an error message during checkout, please try the following steps:
Double-check your payment details to ensure everything is correct.
Contact your bank to confirm there are no issues with your account or card.
If the issue persists, please contact our Customer Service Team and provide the following details to help us investigate:
a. Your operating system (e.g., iOS, Android, Windows, macOS)
b. Your browser or whether you're using the YTC app (e.g., Chrome, Safari, Firefox)
c. The payment method used (e.g., Visa, PayPal, Google Pay)
d. A brief description of the issue and the time it occurred
e. Any error messages you received (screenshots are helpful!)
f. Your order number and email address
We’ll do our best to resolve the issue quickly!
Having Trouble Applying a Coupon Code?
If you're unable to type in or apply your coupon code, please check the following:
Ensure you’ve completed all required information before applying the code, including:
Shipping address
Shipping method
Payment method
If all fields are filled and it still doesn’t work:
Double-check that the coupon code is spelled correctly
Make sure your order meets the minimum requirements
Verify the coupon hasn’t expired
If you’ve checked everything and the issue persists, please contact our Customer Service Team for assistance.
