FAQs
Shipping and Transportation
1. Do you ship worldwide?
Yes, we do ship worldwide.
2. Where do you ship from?
We have warehouses in the United States, some European countries, and China. The specific shipping location depends on the inventory status of the product in relation to the shipping address.
3. What are the shipping costs?
We offer free shipping for orders within the United States. For orders to other parts of the world, we charge a fixed shipping fee.
4. How long will it take to receive my order after placing it?
The delivery time for your order consists of two parts:
Order processing time: This includes order verification, tailoring, quality check, and packaging. We process orders during weekdays (Monday to Friday). Orders are typically processed and shipped within 2-3 working days after the order date.
Parcel transit time: This refers to the time it takes for the items to be shipped from our warehouse to your destination. International shipments usually take approximately 12-20 working days. For U.S. orders, they are typically dispatched from a local warehouse and transported using local logistics services. After processing and leaving the warehouse, items usually take 5 to 8 days to reach their destination, although it may occasionally take longer.
Please note that we do not ship on weekends. If you haven't received a shipment confirmation for your order within 5 working days after payment, please contact us.
5. How can I track my order?
Once your order is shipped, we will immediately send you your tracking information via email. Typically, you will receive the tracking information email within one day of shipment. You can also track your order here.
Payment and Orders
1. Do I need an account to place an order?
No, you can also place an order as a guest. However, having our account comes with some benefits:
- Quick checkout process
- Easy access to your order status and order history
- Updates on new releases and special promotions
2. What should I do if I forget my account password?
On the login page, click "Recover password," and you will be redirected to a page where you can create a new password.
3. What if I entered the wrong email address when creating my account?
Please contact us so that we can update your email address. We can change your email address, name, and shipping address, but we cannot modify your order. Therefore, please provide all the necessary details for your shipping address when placing an order to ensure your package reaches the correct destination. Failure to do so may result in the cancellation of your order.
4. What payment methods are accepted?
We accept PayPal, Visa, Mastercard, American Express, Shop Pay, Apple Pay, and Google Pay.
5. Is there a currency exchange rate?
All our transactions are based on US dollars. If your credit card uses a different currency, your order total will be calculated based on the daily exchange rate at the time your issuing bank processes the transaction.
6. How secure is my online order?
When making an online purchase with a credit card, all your information is entered into an SSL secure webpage. Your information is then encrypted via SSL and transmitted directly to our credit card provider's network for authorization and approval. Your credit card information is not stored on our servers.
7. Why was my payment declined?
If your credit card was declined, there could be several reasons: insufficient funds, incorrect CSV security code entry, expired card, incorrect billing information entry, card not allowing online purchases (card not supported for the current purchase), or the card has been frozen. In any case, contact your issuing bank, and they can provide you with the reason for the card's decline.
Solution: Try using a different credit card or consider using PayPal, Google Pay, or Apple Pay as your checkout method.
8. How do I change or cancel an order?
Only orders that have not yet been shipped can be canceled. You can contact us via email to cancel an order.
We reserve the right to accept or reject orders or any part of an order at our discretion after receiving the order. If the credit card has been authorized for purchase and the order is canceled, we will issue a refund to the original payment method.
9. How should I fill out my shipping address?
Since our website and services are based on English, all information you enter should use English input, including punctuation.
10. Can I change the shipping address after placing an order?
You can only change the shipping address for orders that have not yet been shipped. Once an order has been shipped, the shipping address cannot be modified. Therefore, please update your shipping address to your primary residence address.
11. Can I use multiple discount codes in one order?
Unless otherwise stated, promotions and discount codes cannot be used in conjunction with other promotions and discounts.
12. What should I do if I receive items that are missing, defective, incorrect, or damaged?
If you receive items that are missing, defective, incorrect, or damaged, please contact us as soon as possible after receiving the package. Please include your order number, photos of the items, and any relevant reference information in your email so that we can promptly resolve the issue.
You will not be responsible for the cost of returns, exchanges, or replacement items in this situation.
Returns and Refunds
1. Which items can be returned?
We offer a 30-day return policy, allowing you to request a return within 30 days of receiving your item. To be eligible for a return, the item must be in the same condition as when you received it, unused, with tags, and in its original packaging. You will also need to provide the receipt or proof of purchase.
2. How do I return an item?
If you are dissatisfied with your purchase and wish to initiate a return, please contact us within 30 days of receiving your order. Provide your order number and the reason for the return. Our customer service team will review your return request, and if approved, will provide further instructions.
For additional details, please refer to our return policy.
3. Where can I find detailed information about the refund policy?
For the complete refund policy, please refer to the "Refund Policy" section located at the bottom of our website.
4. When can I expect to receive a refund?
All refunds will be issued to the original payment method used when placing the order. If you paid by credit card or debit card, the refund will be sent to the issuing bank within 7-10 business days after receiving the return or cancellation request. Please contact the issuing bank to confirm when the funds will be credited to your account.