All orders can be cancelled until they are shipped. If your order has been paid and you need to change or cancel it, you must contact us within 12 hours. Once the packaging and shipping process has started, it can NO longer be cancelled.
Your satisfaction is our #1 priority. We want you to shop with confidence. That’s why we proudly offer absolute satisfaction guarantees that ensure you’ll receive your item on time and as described.
We offer a quicker dispute solution and will appreciate it a lot if you provide:
a. Photos or videos of the damaged item to prove damage. If the photo cannot prove the products are damaged, please upload the video.
b. Screenshot of the e-mail or dispute received including name, date and content. In other words, a customer has sent the complaint (Through PayPal Dispute or other Gateway, e-mail, etc.).
Except for the important interpretation, we will make a Refund, Resend for any of the following cases:
1. Orders Delayed – Orders are lack tracking information, in transit, pending, expired after 60 days counting from the date that order departed from our supplier warehouse. Following countries and shipping methods may be different:
a. For orders shipped to the USA, it is after 45 days counting from the date that order departed from our supplier warehouse.
b. For Brazil, it is after 110 days counting from the date that order departed from our supplier warehouse due to the strict customs clearance at Brazil.
c. For China Post Registered Air Mail to all counties, we will deal with your dispute for delayed orders after 100 days counting from the date that order departed from our supplier warehouse.
d. For some special shipping methods, we cannot deal with your disputes. (See the following important interpretation)
Sometimes, the order had arrived at the nearest post office to the buyer and make it pending because of insufficient address, package unclaimed, no such number, etc. It will be much more convenient for clients to contact the local post office or go to the post office for delivery.
2. Orders not Received – We will NOT deal with the refund or resend if the tracking information shows the order is delivered.
a. If you do not receive the package, a non-delivery certification issued by the local post office with the official seal is necessary.
b. Tracking Information Alert. The tracking information shows Alert, the reasons are listed below:
* Incorrect/insufficient Address.
* No Such Number.
* Unknown recipient.
* Do not pick up in time.
* No safe delivery location.
* Uncleared customs.
As we received notification from the shipping company that many orders delivery fails recently, for these below countries, please make sure you fill out the correct ‘phone number’ when making an order to us: Poland, Czech Republic, Bulgaria, Romania, Republic of Lithuania, Latvia, Greece, Estonia, Norway, South Africa, Brazil, Denmark
If an order is shipped without the correct phone number, it may cause delivery failure or the package will get lost during shipment. Please note that We will NOT take responsibility for this case.
a. The local distributor will deliver 1-3 times according to the actual situation. If it is still unclaimed during the delivery period, it will be returned to the local post office for storage in 3-7 days. Meanwhile, Your clients need to pick up the package by himself/themselves. Otherwise, the product will be returned to the sender, our logistics company. During the return, WE take no responsibility if products have been lost.
b. If the logistics company provides return service to China, We will put the products in your private inventory and will not refund them when we receive the returned items.
c. We cannot offer a refund or resend if you don’t process the undelivered order or package destroyed by logistics companies.
3. Products Damaged
We offer a full refund or a replacement if packages arrived are badly damaged.
We offer a partial refund or a replacement if packages arrived are partially damaged (except thread, slightly wrinkled, small scratches etc.).
a. For fragile products, a refund is highly recommended.
b. For damaged packing box, we cannot offer any refunds or other after-sale services due to the long-distant international delivery.
c. For ordinary products, You shall complain or open a dispute with us within 3 days after packages are delivered.
d. For electronic products, You shall complain or open a dispute with us within 7 days after packages are delivered.
4. Incorrect or Missing Products
Our supplier has a strict quality control process before products are dispatched and will deal with incorrect or missing products as follows:
a. For incorrect products, we offer a full refund or replacement.
b. For products with the wrong colour, size which doesn’t affect product function, etc., we offer a partial refund.
c. For parts missing which doesn’t affect product function, we may refund partially or resend the missing part; for parts missing that affect product function, we will resend the product only.
d. For accessories, we will resend the accessories.
For the size problem, we will appreciate it a lot if you can measure the product according to the correct measurement method and provide us with a photo of the measurement. Then, our supplier dispute team will deal with your disputes quickly.
5. Orders Cancellation
For orders cancellation, we offer a full refund before products been processed by warehouses.
1. Force Majeure – We take no responsibility for any product damaged or shipping delay caused by the act of God, including but not limited to: epidemic situation, international situation, strike, war, earthquake, flood, virus, storm, heavy snow, customs inspection. However, we will notify you by Email, Live Chat etc.
2. Shipping Method Limits – Some shipping methods are not trackable when orders arrived at some Countries, States, or Cities. We list those shipping methods in advance and will not accept any disputes when you choose those shipping methods to some countries, including PostNL, Turkey Post, Swiss Post, Electric PostNL to USA, UK, Canada, Australia, South Africa, Brazil, the overseas territories and overseas island areas；
3. Destination Limits – Due to limited international transportation, we will not accept any disputes when your orders are shipped to the following countries:
Haiti, Kyrgyzstan, Madagascar, Mauritius, Bangladesh, Nepal, Nicaragua, Swaziland, Jamaica, Zambia, Ecuador, Peru, Bolivia, Chile, Argentina, Uruguay, Egypt, Sudan, Libya, Algeria, Angola, Bahamas, Benin, Belize City, Burundi, Dominican Republic, Gambia, Grenada, Cuba, Palestine, Paraguay, Guatemala, Reunion, The Commonwealth of Puerto Rico, Hawaii, Alaska, Guadeloupe, Martinique, and French Guiana.
4. Unacceptable Disputes – We shall not accept any unreasonable disputes, including but not limited to:
a. The buyer does not like it.
b. The product description is not real.
c. Products smell unusual.
d. The buyer ordered the wrong items or SKU.
e. The shipping address was provided incorrectly.
f. Product difference was negotiated in advance.
g. Tracking information deleted by logistics companies or local post offices.
Returns & Exchanges of Goods
If you are not satisfied with your purchase, you MUST return it within ‘7 days or less after receiving the product’ for an exchange or full refund. No questions asked! You can only return it at your own expense. The tracking number should be provided to us, otherwise, it will NOT be accepted. We will NOT accept the return of goods without a tracking number.
Kindly email [email protected] and we will process your request immediately.
In general, we do NOT suggest returning products to us, because the international shipping cost is high and it takes at least 3 months to arrive at our supplier warehouse in China. Most of them will be lost during the return. Also, most of the returned products will be damaged on the way.
Please contact us first and we will guide you through the steps and give you the best solutions!
Please do not send your purchase back to us unless we authorize you to do so.