FAQs

Do I need to have an account to order?

No, you can also place an order as a guest. But, there are some perks if you have an account with us:

  • Quick checkout process
  • Easily view your order status and order history
  • Receive updates detailing our new releases and special promotions

What if I forgot my password?

On the login page, click “Lost password?” and you’ll be redirected to a page where you can create a new password.

What if I typed the wrong email address?

Please contact us so we can change your email address. We can change your email address, name, and address but we cannot change your order. So Please fill in your address in all details, otherwise the package we mail to you will be returned to us, or we will just ignore your request to save everyone from the trouble.

Are there any exchange rates?

All of our transactions are based on US Dollars. If your credit card is based on another currency, your order total will be calculated in accordance with the daily exchange rate of the date your card issuer processes the transaction.

What payment methods do you accept?

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

How secure is my online order?

When purchasing online using your credit card, all of your information is entered into a SSL secure web page. Your information is then SSL-encrypted and sent directly to our credit card provider's network, where your card and transaction is authorized and approved. Your credit card information is not stored on our servers.

How do I change or cancel my order?

Please do drop us an email at [email protected] as soon as possible if you’d like to cancel/change an order that you have just made. Unfortunately, we are unable to cancel/change your order once it has been processed and/or shipped.

How do I set my shipping address?

Since our website and service are based on English, all the information that you typed in is required to be English input method, including punctuations. If certain letters of your address contain Non-English letters, you are advised to use the similar English ones instead. For example, you may change letter "?" to "c".

Can I change my shipping address after placing an order?

Please be advised that your shipping address cannot be revised after the order has been processed or shipped. Kindly update your shipping address to your residential address instead of your vocational address as we do not know how long the destination's customs department will have the package on hold.

When will my order arrive?

Generally Order processing time is 1-3 business days, shipping takes 7-15 business days. Due to the impact of COVID-19 on our warehouse and shipping operations, order processing and shipping times may be delayed by up to 14 business days. 

How do I track my order?

You will receive an email with a tracking number once your order is shipped. And it takes 3-5 business days for the logistics tracking information to be updated on the system. If your order was placed 5 business days ago and there is still no information about your tracking number, please contact us.

You can check logistics information here.

Can I use several discount codes in one order?

Promotion and discount codes cannot be used in conjunction with other promotions and discounts unless stated otherwise.

What Do I Do If I Have Missing Items In My Order?

Please inspect your order upon reception and email [email protected] immediately, if something is missing. So that we can evaluate the issue and make it right.

When will my order be processed?

We process orders between Monday and Friday. Orders will be processed within 1-3 business days from the order date and shipped the next day after the processing day. Please note that we don't ship on weekends.

Please contact us if you do not receive tracking confirmation after 3 business days from the day you completed your payment.

Please allow extra time for your order to be processed during holidays and sale seasons.

Will I be charged with customs and taxes?

The prices displayed on our site are tax-free in US Dollars, which means you may be liable to pay for duties and taxes once you receive your order.

Import taxes, duties and related customs fees may be charged once your order arrives to its final destination, which are determined by your local customs office.

Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of charges, please contact your local customs office.

How do I return an item?

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

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

NOTES:
* If you return an item without notifying our customer service, our quality department will consider the item to be non-refundable.

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

Please contact us within 30 days of receiving your order if you received merchandise that is incorrect, missing, and/or defective. Please include your order number, photographs of the item(s) and all related references upon receiving your package. We will do our very best to resolve your case as soon as possible.

How long is the returns process?

Processing returns may take up to 14 business days from the day we receive your return. We will email you to confirm once your return has been processed.

When will I receive my refund?

All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 7-10 business days of receipt of the returned item or cancellation request.

If you have not received a refund, you can take the following steps:
*Check your bank or PayPal balance again (transaction may be delayed).
*Contact your bank/credit card company (it may take some time for your refund to be officially released, as it may take up to 7-10 business days to process the balance).

If you've done all of this and still haven't received your refund, please contact us at [email protected]