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FAQ
1. Order related
Q: How long does it take to ship after placing an order?
A: We will process the order within 1-3 working days (5-7 days for customized products), which may be postponed during holidays.
Q: How to modify/cancel the order?
A: You can modify it in "My Account" within 30 minutes after the order is generated; if the time is exceeded, please contact customer service immediately.
Q: Why was the order canceled?
A: Common reasons include: insufficient inventory, payment verification failure, or abnormal activity detected by the system.
2. Delivery and shipping
Q: How long does it take for international delivery?
A: Standard delivery takes 10-15 working days, and express service takes 5-10 working days (customs clearance time is not included).
Q: How is the shipping fee calculated?
A: The system will automatically calculate the shipping fee based on the destination, and the final amount will be displayed on the checkout page.
Q: Do I need to pay customs duties?
A: According to the regulations of the destination country, some orders may incur customs duties. It is recommended to understand local policies in advance.
3. Payment method
Q: What payment methods are accepted?
A: Supports international payment methods such as Visa/MasterCard/PayPal/Apple Pay (varies by region).
Q: Why was my payment rejected?
A: Possible reasons: the issuing bank restricts international transactions, the billing address does not match, or the payment amount exceeds the limit.
4. Return and Exchange Policy
Q: How to apply for a return or exchange?
A: You can submit an application online within 30 days of receiving the product (the product must be unused and the label must be intact).
Q: Who bears the return shipping fee?
A: We bear the quality problem; non-quality problems are the responsibility of the customer (prepaid labels are optional).
5. Product Issues
Q: What if the received product is defective?
A: Please provide photo evidence within 48 hours and we will arrange a replacement or refund.
Q: How to choose the size?
A: There is a detailed size chart on each product page. It is recommended to choose according to the actual measurement data.
6. Account and Security
Q: How to reset the password?
A: Click "Forgot Password" on the login page and follow the instructions (the link is valid for 24 hours).
Q: Why is my account locked?
A: Entering the wrong password multiple times in a row will trigger a security lock. Please contact customer service to unlock it.
7. Other Services
Q: Do you provide gift packaging?
A: Basic gift packaging is free, and luxury packaging requires an additional [$10] (check at checkout).
Q: Can I issue an invoice?
A: An electronic invoice will be sent with the order. Please note if a special format is required.