Common Questions and Answers
We get asked these questions all the time – so to make things a little more streamlined we’ve placed the most common ones here!
Have a burning question or concern but it isn’t answered here?
Simply get in touch with us via IG, FB, LINE, email or live chat – we’ll get back to you as quickly as humanly possible!
As we use mainstream couriers we’ll update your account with the tracking information as soon as your brand new package has been sent.
Once processed by the courier, you’ll be able to get updates both on our website and via the courier tracking system.
We’ll also send you email updates during the various stages of processing so that you can know exactly how far away your gorgeous new bits and pieces are from arriving.
We use an express courier where possible and aim to ship all orders within 2 days from confirmation of payment.
For many reasons there are lots of aspects of shipping that are out of our control, so we obviously cannot guarantee shipping times but we will always do our best to make sure to reduce delays as much as possible.
We begin processing your order as soon as payment is received, so turn-around times are generally very competitive.
If you are ordering an item which is out of stock and on pre-order then a small delay will be necessary before we can fully process your order, but otherwise shipping is usually fairly quick.
We have a streamlined warehousing system which allows us to reduce overhead around shipping and we’re constantly improving this to provide even better service.
We are happy to ship internationally.
For now, we are based in Bangkok and Melbourne and can therefore provide fast shipping across both Australia and Thailand, but we will soon be rolling out with dedicated warehouses and support teams in multiple countries in order to make shipping easier.
We ship to most places within those countries. If you have an address that you are not sure about or which is not being calculated – please contact us directly.
Due to the nature of our items and for health reasons, we do not accept returns due to change of mind or due to choosing the wrong item or size.
If your item is damaged in shipping, the incorrect item is received or the incorrect size is sent then please contact us immediately as we’ll be more than happy to sort you with a resolution.
We check each item for quality control prior to shipping, and maintain all products within a professional warehouse system to reduce errors.
If you order the incorrect size, we may exchange this for you at your cost (pay return shipping both ways and additional payment processing fee [if applicable]) but this will be up to our sole discretion.
Where we have made a mistake, we will be more than happy to make sure you are fixed up – please contact us directly in this case via LINE, email, IG, FB Messenger or live chat and we’ll help you out!
We accept a wide array of payment methods including Credit Card (Mastercard, Visa, JCB), AliPay, TrueMoney Wallet (Thailand only), Bank Transfer (SCB, Krungsri Bank, Krungthai, Bangkok Bank), Tesco Bill Pay (Thailand only).
For international customers, we have both Stripe and PayPal available which covers the majority of the world and allows you a variety of methods to work with..
We are constantly adding additional payment methods, but you can also contact us directly if you’re having issues with any particular payment type.
Because all sensitive payment information is processed by secure third party processors, nobody at Estilada has direct access to your payment information.
This means that only manually authorised payments may be processed, and our servers do not store any raw credit card details, nor can we access your bank account method.
Backing this up is industry standard high-quality SSL encryption and a unique use of OTP and LINE login to reduce the risk that anyone else could access your details.
Working With Estilada
We work with brands of all sizes on a strictly invite basis. If you think that your brand is ready to be taken to the next level in both international growth and sales, then please see below before contacting us.
Estilada is Asia’s first full-service International Multi Brand store.
We provide a way for local fashion designers to bypass the hard work of managing their brands by leveraging our high-tech processes and high-growth marketing strategies.
This allows us to provide a boutique experience for both our Customers and Brands.
We are currently based between Thailand and Australia, but shortly will have teams across Vietnam, Indonesia, Malaysia, Singapore, Hong Kong, Japan and Australia.
We ship worldwide, but you can also visit our Boutique in Bangkok if you want to get your hands on clothes as well as meet the team.
As a boutique brand with a decade of experience taking fashion brands to market, we are incredibly picky when it comes to working with new startups.
Please contact us via LINE on @estilada.business and a member of our team will provide you with next steps if we think that your business may be suitable for our investment.
Unlike our competitors who have business models built around signing up as many brands as possible – even if they compete with yours; Estilada is focused on growing a handful of exclusive fashion brands to dominate the market.
We invest a significant amount of resources into directly marketing your brand, bringing more than a decade of executive experience and strategies from the USA and Australia to propel you to success.
Furthermore, our pricing model allows us to grow alongside your brand in a perfect win-win relationship.
This translates to amazing high quality product for our Customers and quick growth for our brands.