Help-FAQs

Frequently Asked Questions

Q: What payment methods do you accept?

A: We currently accept PayPal only. All transactions are protected with SSL encryption and PayPal’s buyer protection.

Q: How long does order processing take?

A: All orders are processed within 48 hours. If we encounter out-of-stock items or unforeseen circumstances delaying shipment, you will receive an email notification with resolution options (refund or waiting for restock).

Q: Will I be notified if my item is unavailable?

*A: Yes. Within 24 hours of identifying stock issues, we’ll email you detailing:

  1. Estimated restock timeline
  2. Alternative product suggestions
  3. Instant refund option via [Contact Support Team]*

Q: What are the shipping options and costs?

*A:
📦 Standard shipping takes 7-15 days

Orders over $199 get free shipping

Orders under $199 pay $9.9 shipping fee（0-189.99 shipping rate is $9.9）

🌊 Shipping Method:
We primarily use maritime shipping to ensure cost efficiency and environmental sustainability. Some large/category-specific items may require extended processing.

⚠️ Important Notice:
Due to cross-border logistics constraints, certain products (e.g., lithium batteries, liquids) cannot accommodate expedited shipping.

All orders include full route tracking via logistics partners.

Q: What is your return policy?

*A: Unopened items in original packaging can be returned within 15 days for a full refund. To initiate a return:

  1. Submit a request on our [Online Returns Portal] within the timeframe
  2. Attach the unbroken product seal photo
  3. Receive pre-paid shipping label within 24 hours*

Q: Why the 15-day return window?

A: The policy aligns with global consumer protection standards while ensuring product integrity. For exceptional cases, contact our support team with order details.

Q: How long do refunds take?

*A:

  1. Processing Time: We approve refunds within 24 hours of receiving returned items
  2. PayPal Transfer: Funds typically appear in your PayPal account within 3-5 business days
  3. Track Status: Check transaction details in PayPal’s “Activity” section or contact their 24/7 support for real-time updates*

Q: Is the refund process secure?

A: All refunds are processed through PayPal’s encrypted system. Your funds will be returned via the original payment method, protected by PayPal’s Buyer Protection Program.

Q: How do I reset my password?

A: Click “Forgot Password” on the login page. A reset link will be sent to your registered email.

Q: Is my personal data protected?

A: We comply with GDPR and use AES-256 encryption. Read our [Privacy Policy] for details.A: We comply with GDPR and use AES-256 encryption. Read our [Privacy Policy] for details.

Q: Can I modify/cancel my order due to selection errors?

*A: Order revisions are available within 2 hours of purchase:

  1. Modify: Change size/color via [Order Management]
  2. Cancel: Click “Request Cancellation” in confirmation email
  3. Pre-purchase Support: Chat on WhatsApp (+852 4423 3458) for real-time product advice*