Frequently Asked Questions (FAQs)
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I. About Orders
How to place an order?
Browse products and click "Add to Cart". Confirm product details and quantity, then click "Checkout". Follow the prompts to fill in your shipping address, select a payment method, and complete the payment.
Can I modify my order information after placing it?
Within 1 hour of successful payment, you can contact online customer service to modify shipping address, phone number and other information. If the product has been shipped, address modification may be restricted. Please refer to customer service's reply for details.
How to check the order status?
Log in to your account and enter the "My Orders" page to view the real-time status (Pending Payment/Paid/Shipped/Delivered, etc.). A tracking number will be synced after shipment. Click the number to jump to the logistics platform for inquiry.
II. About Payment
What payment methods are supported?
Currently, we support credit cards (Visa/MasterCard/American Express), PayPal, Apple Pay, Google Pay, etc. Klarna is available for European regions.
How long does it take to confirm the order after payment?
Online payments are usually confirmed in real time upon receipt of payment. In case of network delay, the status will be updated within 24 hours at most. Contact customer service for verification if the order is not confirmed.
What if the payment fails?
Payment failure may be caused by insufficient bank card balance, network issues, or incorrect payment information. We recommend changing the payment method, checking the information and trying again, or contacting your bank to confirm the card status.
III. About Shipping & Delivery
How long does it take to ship?
In-stock products are generally shipped within 1-3 working days after successful payment. For pre-ordered products, please refer to the "Estimated Shipping Time" marked on the product detail page.
Shipping coverage and fees?
We ship to most countries/regions worldwide. Please refer to the checkout page for specific coverage. Free shipping is available for orders over $49. For orders under $49, shipping fees are charged based on weight/region (e.g., $5.99 for the US, $8.99 for Europe).
What is the delivery time?
- United States: 3-7 working days
- Europe: 5-10 working days
- Other regions: 7-15 working days (Note: Delivery may be delayed for remote areas or holidays. Please refer to the actual logistics delivery time.)
What if the package is lost or damaged?
If the package is confirmed lost or damaged upon receipt, please contact customer service within 48 hours of signing for it, and provide package photos and logistics information. We will assist with replacement or refund.
IV. About Returns & Exchanges
Do you accept returns and exchanges?
Within 30 days of receipt, products can be returned or exchanged if they are unused, unopened, and in resalable condition (excluding certain special products such as intimate apparel and customized products. Please refer to the Return and Exchange Policy for details).
How to apply for a return or exchange?
Log in to your account → "My Orders" → select the corresponding order → click "Apply for Return/Exchange". Follow the prompts to fill in the reason and upload product photos. Customer service will review the application within 1-2 working days. After approval, the return address and process will be provided.
Who bears the return/exchange shipping cost?
- For returns/exchanges due to product quality issues, the shipping cost is borne by us.
- For returns due to personal reasons (e.g., ineffective use, personal allergies), the shipping cost is borne by the buyer, and the actual shipping cost will be deducted from the refund.
V. About Products
How to confirm product size/material?
Each product detail page includes "Specifications" and "Size Chart". Some products provide actual measurement photos. Material information can be found in the "Product Details". Contact customer service for further confirmation if you have any questions.
Is the product in stock?
Products marked "In Stock" on the product page are available for immediate shipment. "Pre-order" products require waiting for restocking. Inventory is updated in real time. Please refer to the checkout page for the latest stock status when placing an order.
What is the product warranty period?
Please refer to the product detail page for specific warranty information. During the warranty period, free repair or replacement is available for non-human damage.
VI. About Account & Privacy
How to register/reset password?
Click "Register" at the top of the website and fill in your email and password to complete registration. To reset your password, use the "Forgot Password" function. A reset link will be sent to your registered email.
Will my personal information be leaked?
We strictly abide by the Privacy Policy and will not disclose your personal information (such as address, phone number, payment information) to third parties. All data is stored encrypted. Please refer to the Privacy Policy for details.
VII. Other Questions
How to contact customer service?
- Online Customer Service: Click "Online Consultation" at the bottom right corner of the website (Working hours: 9:00-18:00 on weekdays, 10:00-16:00 on holidays)
- Email: alncmacna@outlook.com (Reply within 24 hours)
Do you offer gift wrapping?
Yes! Check the "Gift Wrapping" option at checkout to get free simple packaging. Contact customer service to upgrade to a customized gift box for an additional fee.
If you have any other questions, please feel free to contact us. Thank you for your support!