FAQ's

Q: How can I contact Visual You, Inc (Lokisa)?
A: General enquiries: info(AT)visual-you.com
Merchandise return/exchange enquiries: return(AT)visual-you.com
Modeling enquiries: modeling(AT)visual-you.com
Ordering enquiries : info(AT)visual-you.com

Customer Service (US) : 1-(408)-225-2010

Q: What information should I include in my phone, Email or mail enquiry?
A: 1. The customer's first and last name
2. Order number
3. E-mail address (login ID)
4. The name or item # of the concerning product.
5. Any other references such as Order No. or Paypal Transaction ID or email log from previous email.

Please allow us an estimated 48hr response time, due to the high number of email enquiries we receive daily.

Mail:
Visual You, Inc.
P.O. BOX 53422
San Jose, CA 95153
USA

Q: Where is Visual You, Inc(walk-in) store located?

A: Visual You, Inc. is an online based store only, with its headquarters based in San Jose/CA/ U.S. . We do not have any walk-in store open for the public. Please click here to get more information about our worldwide dealers that carry our merchandise in their stores.

Q: Where can I sign up to receive a printed catalog via mail?

A: We do not offer a printed catalog because we introduce new products on a weekly basis. However, we send out newsletter of new products to all of our subscribers. Please create an account to subscribe to our newsletter

Q: How can I find out more about a product?

A: A further detailed product description is usually listed following the product's image.

Q: Do your clothes come true to size?

A: Since everyone has a different clothing fit preference (some people like it more fitting, others like it more loose), the best advise is to look at our size measuring chart, which is provided for each specific clothing piece. (Please understand that all measurements could be +/- 0.5 to 1 inch)

Q: Has my payment been processed/ received yet?

A: Your payment has not been processed / received until you will receive an email confirmation containing your order information and its status switched from Pending to Processing.

Paypal: Your payment is received instantly if the right money amount is available in your paypal account. Otherwise, we will receive a notification from paypal instructing us to wait for your payment (eCheck) to be cleared before shipping your order.

Credit card: In order for us to successfully bill your credit card you must provide us with:
1. Correct Credit Card information (Full 16 digits, expiration date (MM/YY) and 3-digit CVV# , exception American Express 4-digit CVV#).
2. Correct Billing Address, because your order will go through a AVS (Billing address verification system).

When a card declines, we will contact the customer via E-Mail or Phone.
Once the problem is resolved, we will be able to charge your credit card instantly.

Please make sure to select the Credit Card icon, otherwise the credit card number you enter will not go through and we will not receive your credit card information:



We accept: VISA, MASTERCARD, AMEX, DISCOVER
We do not accept: Gift cards (Gift cards will not be verified by our AVS, billing address verification system.)

Bankwire Transfer: We will provide you with our Bank information within 24-48 hrs.
Payable to: Visual You, Inc.
Please include your name and order number, as well.

Personal Check/ Money order: We encourage you to send a Money Order instead of a Check, because once received, you must allow us a 4-10 days period to clear the check and then ship your order. In the contrary,Money orders do not need to be cleared. Therefore, your order can be processed/ shipped instantly, once we receive your Money order.
Payable to: Visual You, Inc.
Please include your name and order number, as well.


C.O.D. (Cash On Delivery): When placing a C.O.D. order, the customer must confirm and agree to pay for an additional $7.95 - $9.15 service fee. Then, we will send the order out as C.O.D. and the postal carrier will collect the payment from the customer while delivering the package.
When the carrier delivers the package you may 1.Write a personal check or 2. Pay cash .

Q: I paid via paypal but I have NOT received an email confirmation and my items are still remaining in the shopping cart. What should I do?!

A: This happens when you submit your payment via PAYPAL, but do not return back to our order website to click on the  button on the final confirmation (last) page. In this case, your payment was sent, but your order did not go trough our system (it was not placed), the items remain in your shopping cart and we do not know about the existence of your order.

Please do not panic, but contact us at info(AT)visual-you.com , providing the following information:

1. First and last name of your registered account with us
2. Email address that you use to log into our account at www.visual-you.com (lokisa.com). 3. The amout of money that you sent via paypal
4. Paypal transaction ID
5. Paypal account email if it is not the same email that you have an account with us

With the information provided we will be able to check out the order for MANUALLY and then process it.

**** Please do not remove the remaining items from your shopping cart.
**** Please note that all information that was entered into the comment box is lost and you must submit them again by emailing us.

Q: How can I check on my order status - when will it be shipped?

A: All orders are subject to availability.
(Status: Pending) After placing an order, you will receive an email notification confirming that we have received your order request.
(Status: Processing) Once your payment has been received or once we have charged your credit card, we will process (pack) your order. (From Monday through Friday only; please allow 1-2 business days of processing time). If an item is unavailable, we will contact you via your provided email or phone number, therefore you must make sure that your email or phone number is accurate and current.
(Status: Shipped) When there is no problem with your order, it will be shipped.

**** Orders are processed and shipped on business days only (Monday-Friday), excluding U.S. holidays.


Q: I would like to order over the phone, how do i do that?

A: You are welcome to call us under 408-225-2010. (Mon-Fri, 10:00AM – 3:00PM, PST)

Q: Do you guarantee that the items I've ordered are always in stock?

A: The best effort to update the website and product's availability is being made during business hours (Monday to Friday). However, occasionally inaccuracies in the quantity availability might occur. If it will be found that the product or quantity ordered is not available, we will contact you immediately via email or phone call. Please make sure that your email or phone number is accurate for us to resolve the incident ASAP.

Q: I placed an order about a week ago. Everything has arrived except of the shoes that I ordered. When will my shoes arrive?

A: Shoes are being shipped separately from the rest of the order. Please allow up to 10-14 days of processing and shipping time for each shoe order, since they are being prepared and shipped from a different warehouse. We appreciate your patience!

We do not offer free shipping for orders containing shoes.
Orders containing shoes are billed an additional amount stated in the product description for shipping, even thought you might check out for Free shipping. We will contact you before applying this charge to ask for your consent.


Q: I placed an order containing shoes, why does it take so long to proccess?
A: Please check your account history or email, we might have contacted you regarding an additional shoe shipping cost request. We put orders on hold, until we have the customer's confirmation.

*** No Free Shipping for all shoes (please exclude shoes for free shipping total).

*** All returns have 20% restocking Fee.

A: Please visit our website to check if we are currently running auditions/ castings. If yes, you will find all information there.