FAQ

FAQ

Payment FAQ

1. What kinds of payment are accepted?

We accept the following forms of secure payment:

(1) PayPal

(2) Credit card via Worldpay (Visa, MasterCard, )

 

2. What currencies can I pay?

We accept several currencies. Kindly note different payment methods support different currencies when checking out.

 

3. Is my privacy and personal information secure on your site?

We provide among the best e-commerce service in the industry, and guarantee secure payment processing at all times. Please click "PRIVACY POLICY” to view the full details on how we protect your privacy and personal information.

4. Will I have to pay any sales tax?

Tax is charged by Customs offices in destination country based on their rules and policies. customer is responsible to find out the situation in their country. Shipments from all of our warehouses are delivery duty unpaid. Therefore, If any, these charges must be paid by the customers.Customers take full liability for all return shipment costs, customs charges and handling fees should they refuse to accept a parcel due to import duties or taxes. Please note that according to customs regulations,  our store cannot declare purchased items as a gift or list an amount that lower than the actual product price.

5. Why am I being asked to "Verify" my payment?

Because your order has been held for a standard anti-fraud check by our store.

We want to avoid fraudulent and unauthorized payment

6. How is my payment security ?

Our store uses industry-standard encryption to protect the confidentiality of your data, including payment information. Your payment is also secured by your bank and consumer laws.

Order FAQ   

Main Order Statuses

Once we receive your payment, your order will go through several steps before being “shipped”.

Please refer to the different order statuses explanation below:

Waiting for payment:
This order status is unpaid. Please feel free to pay for your order as soon as possible. Once we receive your payment, we will process your order.

Payment Confirmed:
You have just paid for your order, we will process your order as soon as possible, Please be patient.
Note: Once you make an order, you will get an order confirmation by email.If you don’t receive the order confirmation, please check if the order confirmation is in your spam email.

Shipped
Your order has been shipped and now is on its way. Please check your order information in account, and you may track the item online (if it's a tracked order).

Confirm delivery 

If the goods have not actually been received, please check the order logistics details or contact our customer service. 

Refunded
Your order has been refunded on our side.For Paypal payment, please allow 3- 5 working days for the transaction to be completed on your account. For credit card , it will take 10 to 25 working days depending on your credit card merchant.

 

Additional Order Statuses

Partial order shipped:

A part of your order has been sent out and is on its way to you . The other items are still being prepared for shipment.

For the shipped items ,please check the delivery information and track the parcel online. We will shipped the rest of items out as soon as possible.

 

 

1. Where is my another package?

If you have ordered multiple items and some of them are not in stock, the order will be split shipped. Items in stock will be sent first, and when the other items are in stock, they will be sent in another package.

 

2. How do I add or remove items from my order?

Please note we can only change to another color/size with the same price. 

Please contact us if the order is in an early stage of processing. 

We cannot change items after the order shipped.

 

3. Where can I view my order number and check my order status?

• Sign in your account and move your mouse to your account name. Click " Order History."
• Click “Order History” to see all orders you have previously placed. You can then view the full details of a specific order

 

4. Why was my order canceled？

Here are the most common reasons canceling orders：
-If you have changed size or color of the item, the original order will be canceled and then  there will be an new order number.

 

5. What should I do if I want to change the shipping address?

Please contact us and offer order number. If the order has not shipped, we will update the address. We cannot change the delivery address after the order ships.

 

6. What should I do if I want to change the color or size?

Please contact us and offer order number. If the order has not shipped, we will change for you. We cannot change the color or size after the order ships.

 

7. Can I get refund if I cancel the order?

Your order will be fully refunded if it is canceled within 24 hours of purchase. Please send an  email to Contact Us and offer cancel reason if you want to cancel the order.

For orders canceled after 24 hours , a 15% cancellation fee will be charged.

We DO NOT accept an order cancellation request if the order has already been shipped.

 

8. Why is my discountnot working?

If your discount code is not working, the reason will be given when you try to apply the discount code. Common reasons include:

• The discountcan only be used a limited amount of times and has reached this limit.
• The discountcode has been incorrectly entered.
• The items in your cart can not be used with the discount. Some discountsare restricted to certain products, categories or promotion pages.
• One order cannot enjoy free shipping and other discount at the same time.One order only can enjoy one discount.

 

9. Do you have a shop?

We don’t have a physical shop and we only sell on our website.

 

Shipping FAQ   

1. How do I track my order?---Tracking number

If the item has been shipped our already ,you can track your order by clicking the  “SERVICE TRACK ORDER SUBMIT” button located at the bottom of the homepage.

Step 1. Scroll down to the bottom and Click “SERVICE TRACK ORDER SUBMIT”:  

Step 2. Enter your Email address and the Order number, you will then see the order status:

 

2. Why has my order tracking status not updated?

Tracking updates can be delayed when the parcel is:

• Going through local customs clearance procedures
• At the post office sorting center
• Held up by uncontrollable factors including, such as labor strikes, bad weather, politic issues,etc.

While the order status is "Shipped"

1. Within the estimated logistic time→Wait for the delivery
2. Expired the estimated logistic time→Check the shipping address from shipping notice email we sent earlier
3. Address correct→Please contact the nearest post office to trace parcel via the order information
4. Address in-correct→Please contact our Customer Service team, we will advice you a good solution

 

3. Can I get the refund if I don't like the products?

Items shipped can be returned within 14 days of receipt of shipment in most cases. Some products have different policies or requirements associated with them.

 

Please go to our “Return Policy” for more details.

4. How long I can receive my order?

Please note the total time = processing time(3-5 business days to prepare) + shipping time (this does not include any customs delays, weekends, holiday periods and any unforeseen circumstances.).The estimated delivery time usually take 15-20 business days once we ship out if there is no any delay.

Our shipping center processes orders Monday-Friday.

You will receive an e-mail stating that your order has shipped.

Note: Non-business days are Saturday, Sunday and local holidays in destination country/region. 

 

5. How to return/refund the product?

Items shipped can be returned within 14 days of receipt of shipment if the case complies with our return policy conditions.

Please go to our “Return Policy” for more details.

6. How much is the shipping cost?

Generally speaking, the total shipping cost will depend on the following factors:

• The destination country that the package ships to;
• The number of items you order, as well as the total weight and volume (size) of the package.

Our advice is to log in to your account, add the items to your shopping cart and then view the shipping fee which will be automatically calculated and displayed.

    

Return FAQ

1. What is your return policy?

The products can be returned within 14 days after they have been received if the products have any problem(eg: Product quality issues/Unsatisfactory products/Wrong item/Size problem

/Color problem,etc.)

Note: Please contact our customer service first if you want to return an item. Return without prior discussion and authorization will not be accepted and the buyer is responsible for the return costs.

 If you want to know more detailed information, please check the dedicated “Return Policy”.Refund FAQ

1. Could I get the full refund if I return the order?

We will only offer refund on all items that have been returned. The discount and the original shipping fee are non-refundable.

 

2. Do I need to pay for the shipping fee back?

The buyer is responsible for the return costs.And we do not offer Freight To Collect (FTC) service for the packages returned to us.

 

3. When will I get the refund?

Payment Method	Refund Time Once Approved
Paypal	Within 3-5 business day
Credit Card and other methods	Refund within 3-5 business day, but bank processing may take 10-25 natural days to show in your account.

 

Note: If you haven't received a refund yet, first check your bank account again.Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.