FAQs

Why am I not receiving replies to my emails?

After we receive your email, we will get back to you with a (human) response as soon as possible, and this should take no longer than 24 - 48 hours. If you still haven't received our email after 48 hours, we suggest that you:

1. Ensure you send to the correct email address (service@wholesalesil.com) and your inbox can receive emails.

2. Please check your spam/junk folder as the email may be there.

3. Please whitelist our email address.

How can I track my order status?

- You'll receive a shipping confirmation email once your order has been shipped. You can click on the tracking link in the email to view the updated status of your package.

- Or click here to track the shipping status.

- You can also email us at service@wholesalesil.com to get information on your order.

Can I update or cancel my order?/Can I change the shipping address of my order?

Please email us at service@wholesalesil.com as soon as the order is placed and our customer service team will try to accommodate any changes before the order is packed for shipment. Please note that this is not always possible. Once the items have been shipped, we're sorry but we can no longer cancel or make any changes to the order.

Should I pay customs duty or import tax?

Your final checkout total includes everything—no additional fees will be charged later. There are no fees at delivery, and you will never be asked to pay tariffs or extra charges before or after your package arrives. If you encounter any outside claims suggesting you must pay tariffs separately for your Commense order, please be assured they are false. Feel free to contact us anytime to verify.

How do I place an order?

Step 1. Add the desired item and quantity to your shopping cart.

Step 2. Click the shopping cart icon.

Step 3. Review your order and click Checkout.

Step 4. Sign in or Register.

Step 5. Confirm your shipping details and payment method, and complete the payment.

What size should I order?

Our size guide is a general guideline for recommending what size we think is best, but keep in mind that some pieces might fit differently depending on the styles, such as oversized sweatshirts and T-shirts which run bigger than the general guidelines. If you have any questions about specific measurements please contact us so we can make sure you're satisfied with your decision.

When can I make a return?

You have a maximum of 30 days from the date you've received all your purchased items in the same order to submit the return request.

How can I make a return?

- Step 1: Submit return request

Visit here to log into your account, select the relevant order, tick the items you decide to return, then submit a return request. Once the return request is submitted, our team will respond within 24 hours.

- Step 2: Pack and mail back your items

We’ll send you the instructions on how and where to send your items if your return is accepted

- Step 3: Refund

We will process your refund within 5 business days after receiving your return and refunds will be issued to the original payment method. You will receive an email to confirm once the refund has been completed. Don’t forget to keep the return receipt from the courier until your refund has been processed.

If you're unable to submit the request, please reach out to us at service@wholesalesil.com, with the order and item details. If there are quality issues, please provide images of the exact faulty parts of the items that need to be returned.

Will I be charged a return shipping fee?

We can provide pre-paid return label (USPS) to US customers. Please note that the return shipping fee must be covered by the customer, unless the original products are defective.

What should I do if there's something wrong with my items?

Please contact us ASAP. Email us with your order number, detailed information and provide pictures regarding the problem if necessary.