FAQs

1. Why haven’t I got any information from you after I place an order?

2. Why can’t my order go through?
3. How can I change my order or cancel my order?
4. Why was I charged more than the price of the items on your page? What is the extra fee?

5. How many payment methods do you accept?
6. How do you send my purchased items?
7. How to track my order?
8. How soon can I get my package?
9. Can I return or exchange after I get the package? How to do that?
10. I haven’t got my package. It has been a few days since I placed the order. Am I scammed?

11. Can I get a receipt?

12. Do I have to pay for tax?

13. How can I contact you if I need help?

1. Q: Why haven’t I got any information from you after I place an order?
A: We will send you information about your order by emails. So please make sure that the email address you left is correct. If it is not correct, you are unable to get our information. Besides, do not reject our emails. You can make a set about your email. If you reject us, our emails will be returned and we are unable to process your problem as soon as possible. In addition, sometimes our emails will be put into your dustbin. So you can check that first before contacting us.


2. Q: Why can’t my order go through?
A: Please make sure that the information you put in should be matched with your billing information. Please make sure that your card can be paid overseas. If not, you can contact your bank to open this function. Contact your card issuer to enable your card for e-commence transactions. Do not use a debit card, gift card or a prepaid card. We now accept MasterCard and Visa. If it still doesn’t go through, you can try another card on your phone or on your computer.


3. Q: How can I change my order or cancel my order?
A: If you want to change your order or cancel your order, do contact us within 24 hours after you place your order. You’d better tell us your order number if you want to do this. Orders beyond 24 hours can’t be canceled. Once your order is shipped out , it is difficult to stop the parcel for you. So we hope you can understand.

 

4. Q: Why was I charged more than the price of the items on your page? What is the extra fee?
A: We only charge the exact money that you can see on the detailed product pages. The extra money is charged by the transaction system as the transaction fee when customers are paying overseas by credit cards. It is different depending on the total amount of your order, your location and float exchange rate. We use the transaction system to guarantee the fund safety of our customers and us. So it is safe to place an order on our website. 
Besides, if you are charged twice or more for two or more orders which are the same, we will ask you whether to ship them out all or just make refund for the extra orders. If your orders are not successful, then your money won’t be charged by us. It is still in the bank, you have to contact your card bank.
Hope you can understand.

5. Q: How many payment methods do you accept?

A: We can accept payment through Visa Card, Master Card. We don’t accept paypal payment and orders by phone.

6. Q: How do you send my purchased items?

A: We offer free shipping to UK by Royal Mail(EMS)


7. Q: How to track my order?
A: We will send you the tracking number as soon as possible after the shipment. If you choose shipment by Royal Mail (EMS), you can track on www.17track.net  You can track the status 3 days later after you get the tracking number because the status may not be updated so quickly.

8. Q: How soon can I get my package?
A: Generally it takes about 10-15 days to deliver after the post office ships out the packages. 


9. Q: Can I return or exchange after I get the package? How to do that?
A: Yes, you can. But you have to get our permission first. Do not return directly without our permission because the address on the package is not our address. For more information about return and exchange, you can refer to our terms of Return & Exchange.

10. Q: I haven’t got my package. It has been a few days since I placed the order. Am I scammed?

A: We have stated the general delivery time in question 8. But this is an average delivery time. So if you haven’t got the package in time, don’t worry about that. You are not scammed. You can contact us. We will check it for you. If you place an order in a busy season such as big and important festivals, the logistics will be busy and the delivery time will be longer than usual. Sometimes the delivery time will also be influenced by bad weather or unexpected social events. Please wait patiently. If you want to buy our items as a birthday gift or Christmas gift, please place an order in advance then it won’t be delayed.


11. Q: Can I get a receipt?
A: Sorry we don’t offer a receipt as our items are on sale. But there will be a PI in the package.


12. Q: Do I have to pay for tax?

A: Generally you don’t have to. But sometimes the customs will check all the packages at random. If your package is picked out and you are told to pay for the tax, you can pay it and then contact us. We will give you some compensation.


13. Q: How can I contact you if I need help?

A: As we are busy processing large quantities of orders every day, contacting us by emails is the best way for you. Please remember to tell us your order number first so we can help you as soon as possible.