Can I change/modify my shipping address/sizes?
We can help you modify your order BEFORE shipment. Once your package shipped, we will not be able to change anything.
Please kindly contact our serviceman via email address: email@example.com
We will try our best to serve you well.
Can I cancel my order?
Yes, you can. There are two types of order cancellation:
1. We can help you cancel the order BEFORE shipment.
2. Please note that we CANNOT cancel orders which have been shipped out. Therefore, please wait for your package to arrive and you may either keep it or contact us to return for a refund. Please DO NOT refuse the delivery as the undelivered package will be destroyed by the third-party logistics.
Why was my order divided into two or more packages?
We will do partial shipping for your order in the following conditions:
1. Items are in different warehouses.
2. Different items need additional preparation time.
3. Weight limit of customs or courier.
You will receive an email notification when each parcel is shipped.
How to track your order？
Click the link to find your order：
Track Your Order
For Pre-Order Items:
If your order includes one pre-order item, your package will be delivered on the date stating on the description of this pre-order item. If your order includes more than one pre-order item, your package will be delivered on the date stating on the description of the pre-order item which is with the later date.
For Item Not On Pre-Order
After receiving your order, we conduct rigorous Quality Control checks and tests in order to ensure the product's quality prior to shipment to meet your satisfaction. This can involve detailed in-house checks: e.g. material quality, zippers, seams, embellishments and motifs, interiors, lining, etc. The total processing time varies depending on the complexity, design, and size of the specific product or article. Larger orders will naturally take longer. It normally takes 3-7 business days for us to process your order.
However, please note that the processing time can also be affected by the stock status of individual items, the time of the year, national holidays, etc. We apologize in advance for any inconvenience caused by these delays and thank you for your patience.
When can I get the parcel?
Total Delivery Time = Processing Time + Shipping Time
Processing Time: Before shipping your order, normally we need 3-5 business days to prepare your products, do strict quality-control tests and carefully package the items. So the processing time is separate from the shipping time.
Shipping time: Normally it will take 7-14 business days by Standard Shipping method.
*Due to the COVID-19 pandemic, processing time might be delayed 2-3 business days. Delivery might be delayed within 10-20 days.
We appreciate your kind understanding. Please pray with us for the world to get through this tragedy sooner safely.
Why does it show my package has been delivered but it hasn’t?
Packages might be delivered to your mailbox or signed by your neighbors. We suggest you check in your mailbox and with your neighbors first. Or you can check with the shipping company with your tracking number and your ID.
If you still cannot find your package, please contact our Customer Care Team via email firstname.lastname@example.org.
Why it shows that my tracking number is invalid?
If there is a tracking number, it means that the parcel has been shipped out.
The parcel is sent from our warehouse first. Then parcels will arrive in the shipping company's processing center by plane. Then each shipping company will pick up parcels from the airport. Once they have scanned those parcels, the website will update the tracking number. It may take 3-5 days to see any activity once it has shipped out from our end.
Please allow some time for the courier to update the latest tracking info after reaching next station.
About Return & Refund
Returns & Refunds
If you do not satisfied with our goods and want to send them back to get a refund or an exchange, you can send a message to our after-sale Customer Service (email address: email@example.com), they will reply to you in 24 hours(except weekends and holidays) and give you further information and some useful advice.
How do I receive my full refund?
We will offer a full refund for all returnable items, excluding the shipping fee, return insurance fee.
Coupon codes and points will not be refunded as monetary value.
As soon as you discover a wrong/defective/stained item, please contact our Customer Care Team with:
1. The order number
2. The SKU number or pictures
3. A description of the problems and some clear pictures
We'll get back to you as soon as we can.
We offer the full refund on any items that are found to be faulty or damaged due to our fault. Damage because of the fault of the third party or customer's own fault cannot apply for the refund.
We also offer a partial refund on returned items which have some original parts missing. In such a case, the customer can only get a partial refund.
Customers will only be charged once for shipping costs (this includes returns); No-restocking to be charged to the consumers for the return of the product. In the case of free post, consumers are responsible for the return shipping cost.
What should I do if my refund is incorrect?
We’re really sorry if we’ve made a mistake with your refund!
Please contact our Customer Care Team and we’ll sort it out for you as soon as possible.
The following may affect the amount you have been refunded:
1. The delivery charge, which is only refunded for canceled orders before shipment.
2. Any discounts/points that were applied when you check out, which may not now be applicable.
About other common problems
How do I unsubscribe？
You can unsubscribe by simply clicking the unsubscribe button at the bottom of each email we send and follow the instructions. Or you can contact us to help you unsubscribe with the email address firstname.lastname@example.org
Will you save my personal information?
We respect your privacy and keep your personal information confidential.
*If you have any questions, please feel free to contact our customer service team.You can contact us by Email: email@example.com
Online Service Time – 9:00 am to 6:00 pm PST office hours
Call Us: +1 (213) 293-0793
*Online Service Time - 9:00 am to 6:00 pm CST office hours