common problems

Ordering

Do I need an account to place an order?

No, you can also order as a guest. However, having an account with us gives you some benefits:

• Faster checkout process

• Easy access to order status and history

• Receive updates on our latest product launches and special promotions

What should I do if I’ve forgotten my password?

On the login page, click “Forgot your password?” You will be redirected to a page where you can create a new password.

What if I entered the wrong email address?

Please contact us so we can update your email address. We can also update your name and address, but we cannot change your order details.

Is there a currency exchange rate?

All our transactions are based on US dollars. If your credit card is in another currency, the order amount will be converted according to the exchange rate applied by your card issuer on the transaction date.

What payment methods do you accept?

We accept all major credit cards (VISA, Mastercard, AMEX) and PayPal payments. We do not accept personal cheques, money orders, direct bank transfers, debit card payments, or cash on delivery.

How secure is my online order?

When you purchase online with a credit card, all your information is entered on an SSL-secured webpage. Your details are then SSL-encrypted and sent directly to the credit card provider’s network, where your card and transaction are authorised and approved. Your credit card information is not stored on our servers.

How do I change or cancel my order?

We reserve the right, at any time after receiving an order, to accept or reject the order, or part of it, at our sole discretion, even after the customer has received an order confirmation or after credit card authorisation. If the credit card has already been authorised for the purchase and the order is cancelled, a credit will be issued to the original payment method.

Any cancellation made after placing an order will incur a cancellation fee of 30% of the total price, regardless of when the cancellation occurs (even if just seconds later), as the payment processor/credit card provider charges us a cancellation fee.

Please note that orders already packed or shipped cannot be cancelled.

How do I enter my delivery address?

Since our website and service are English-based, all information you enter must be in English, including punctuation. If your address contains non-English characters, it is recommended to replace them with similar English letters. For example, replace the letter “?” with “c”.

Can I change my delivery address after placing an order?

Please note that your delivery address cannot be changed once your order is processed or dispatched. Please ensure you enter your residential address instead of a holiday address, as we do not know how long customs at the destination will hold the package.

When will my order arrive?

Delivery times depend on the shipping option you selected. Once your order is dispatched, we will email you tracking details the following day, as tracking information is usually available 24 hours after dispatch. We are not responsible for delays caused by your country’s customs.

How can I track my order?

We will email you tracking information as soon as your order has been dispatched. Typically, you will receive the tracking number one day after dispatch.

Can I use multiple discount codes in one order?

Promo codes and discount codes cannot be combined with other promotions or discounts unless otherwise stated.

What if items are missing from my order?

If anything is missing, please contact us immediately.

Shipping and Customs

When will my order be processed?

All orders are handled and shipped from our warehouse in China. During holidays and sales periods, please allow extra time for order processing.

We process orders Monday to Friday. Orders are processed within 2-3 working days from the order date and shipped the day after processing. Please note we do not dispatch on weekends.

Please contact us if you have not received tracking confirmation within 7 working days after payment.

How will my order be shipped?

For shipping methods, please refer to our Shipping Information page.

Will I be charged customs duties and taxes?

Prices shown on our website are tax-free in US dollars, which means you may be liable to pay customs duties and taxes upon receipt of your order.

Import taxes, duties, and related customs fees may be charged when your order arrives at the final destination, as determined by your local customs office.

Payment of these fees and taxes is your responsibility, and we cannot be held liable. We are not responsible for delays caused by customs in your country. Please contact your local customs office for more information about fees.

Does my order qualify for free shipping?

Free shipping is available for orders meeting the minimum amount requirement, excluding discounted products, promotional products, and oversized/heavy items. Your order will be delivered via economy service.

Product Returns

How do I return an item?

If you are not satisfied with your purchase and wish to return an item, please contact us within 30 days of receiving your order. Provide your order number and reason for the return. Our customer service team will review your request and send further instructions if the return is approved.

For a list of clearance items, please see our Return Policy. All returns must be in original condition with intact packaging.

Do you cover return shipping costs?

All return shipping costs and other fees are the customer’s responsibility.

What if the item(s) I received are defective/wrong/damaged?

Please contact us within 7 days of receiving your order if you received incorrect, missing, or defective items. Include your order number, photos of the item(s), and any relevant references when you received the package. We will do our best to resolve your issue promptly.

How long does the return process take?

It may take up to 7 working days to process returns from the day we receive your return. We will email you confirmation once your return has been processed.

When will I receive my refund?

All refunds will be credited to your original payment method. If you paid by credit or debit card, the refund will be sent to the card-issuing bank within 7-10 working days after we receive the returned item or cancellation request. Please contact your card issuer if you have questions about when the credit will appear on your account.

If you have not received your refund yet, you may: Contact your bank/credit card company. It may take some time for the refund to be posted.