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Frequently Asked Questions

SAFETY AND ASSURANCE

What is Buyer Protection?

Buyer Protection is a set of guarantees that enables buyers to shop with confidence on our website.

You are protected when:

  • The item you ordered did not arrive within the time promised by the seller.
  • The item you received was not as described.
  • The item you received that was assured to be genuine was fake.

 

ORDERING

How to do I search products?

Search for products by entering the product name or keyword into the Search Bar at the top of any page. Try to enter a general description. The more keywords you use, the less products you will get in the results page. When you find a product you’re interested in, simply click the product name or the product image for more details.

What if I typed the wrong email address?

Please contact us so we can make the necessary correction. We can change your email address, name, address and mobile number but we cannot change your order.

Are there any exchange rates?

All of our transactions are based in US Dollars. If your credit card is based in another currency, your order total will be calculated in accordance with the daily exchange rate of the date your card issuer processes the transaction.

What payment methods do you accept?

We accept payment through PayPal and debit card payments. We also accept all major credit cards (VISA, Mastercard, AMEX). We do not accept personal checks, money orders, direct bank transfers or cash on delivery.

How secure is my online order?

When purchasing online using your credit card, all of your information is entered into a SSL secure web page. Your information is then SSL-encrypted and sent directly to our credit card provider’s network, where your card and transaction is authorized and approved. Your credit card information is not stored on our servers.

How do I change or cancel my order?

We reserve the right at any time after receipt of the order to accept or decline the order, or any portion thereof, in our sole discretion, even after the Customer receives an order confirmation or after the credit card has been authorized. If the credit card has already been authorized for the purchase and the order is canceled, we will issue a credit to the original method of payment.

Please note that any orders that have already been packed or shipped cannot be cancelled.

How do I set my shipping address?

Since our website and service are based on English, all the information that you typed in is required to be in English input method, including punctuations. If certain letters of your address contain Non-English letters, you are advised to use the similar English ones instead.

Can I change my shipping address after placing an order?

Please be advised that in very small instances, we can change your shipping address within the next 3-4 hours of your order. However, any long than that, your shipping address cannot be revised after the order has been processed or shipped. Kindly update your shipping address to your residential address instead of your vacational address as we do not know how long the destination’s customs department will have the package on hold.

When will I receive my order?

All items in store take 1-5 business days to process, and depending on your location, 10-20 working days to be delivered. Once the order has shipped, we will email your tracking information on the next day as tracking information generally becomes available 24 hours after we have shipped the order. We are not responsible for delays caused by the customs department in your country. Please also note that during high volume periods such as the holidays, processing and delivery times may increase and unfortunately this is not in our realm of control.

How do I track my order?

We will email your tracking information as soon as your order has shipped. Usually you will receive the tracking number one day after we have shipped your order.

Can I use several discount codes in one order?

Promotion and discount codes cannot be used in conjunction with other promotions and discounts unless stated otherwise.

What would I do if I have missing items in my order?

If something is missing on your order, please contact us immediately.

 

SHIPPING & CUSTOMS

When will my order be processed?

We process orders between Monday and Friday. Orders will be processed within 2-3 business days from the order date and shipped the next day after it is being processed. Please note that we don’t ship on weekends. Please allow extra time for your order to be processed during holidays and sale seasons.

Please contact us if you do not receive tracking confirmation after 5 business days from the day you completed your payment.

How are shipping costs calculated?

Shipping costs are calculated based on shipping method (air, sea or land) and product weight / volume. Different shipping companies have different rates, so it’s best to check and compare which is most affordable and economical. For more details on how shipping costs are calculated, please contact us directly.

Will I be charged with customs and taxes?

The prices displayed on our site are tax-free in US Dollars, which means you may be liable to pay for duties and taxes once you receive your order.

Import taxes, duties and related customs fees may be charged once your order arrives in its final destination, which is determined by your local customs office.

Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of charges, please contact your local customs office.

Is my order eligible for free shipping?

Free shipping can be applied to orders that are part of our free shipping promotions excluding discounted, sale, and oversized/overweight products. Your order will be shipped using economy shipping.

 

RETURNS

How do I return an item?

If you are not happy with your purchase and wish to return an item, please contact us within 30 days from receiving your order. Please provide your order number as well as the reason for your return. We may also ask for a photo of the product in it’s original packaging. Our customer service team will review the return request and will send further instructions if the return is approved.

Will shipping be covered for my returns?

All return shipping fees and other miscellaneous fees are the responsibility of the customer.

What if the item(s) I received is defective/incorrect/damaged?

Please contact us within 7 days from receiving your order if you received merchandise that is incorrect, missing, and/or defective. Please include your order number, photographs of the item(s) and all related references upon receiving your package. We will do our very best to resolve your case as soon as possible.

How long is the return process?

Processing returns may take up to 14 business days from the day we receive your return. We will email you to confirm once your return has been processed.

When will I receive my refund?

All refunds will be credited to your original form of payment. If you paid by credit, refunds will be sent to the card-issuing bank within 7-10 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account. Please note that it may take some time before the refund is posted to your account.

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