FAQs

Refund

In what circumstances can I receive a refund?

There are four circumstances in which refund can be proceeded:

  1. Full refund on products that are purchased within 24 hours. We cannot proceed to refund on orders after 24 hours after the purchase.
  2. Full refund on products which get lost in transit (no recent delivery updates + delivery exceeds two months)
  3. 50% refund on minor damaged products
  4. Full refund on major damaged products

    Note: 
    - Most damages are caused by the delivery process but don't worry! we always try our best to improve the packaging to ensure that your order will be delivered safely. 

Issues with the products

Damaged goods

For cases with damaged goods, the cases must be issued within the span of seven days post the delivery and we will offer two options of compensation:

  1. Replacement
  2. Refund*

It is up to you to decide which option you prefer the most; however, we have to request for some photo evidence as proof to proceed the procedure.

*50% or full depending on the level of damage*

Delivery

How long is delivery?

Delivery usually takes 4-6 weeks depending on your location. Preparation before shipment takes around 2-3 days (refund can be permitted within 24 hours after purchase as it is in this period) and the table below shows estimated delivery periods for some destinations:

Country

Estimated Delivery Period (days)

USA

10 - 20

Canada

12 - 26

Australia

13 - 20

France

13 - 22

Spain

12 - 43*

Mexico

26 - 60*

Portugal

20 - 40

Brazil

20 - 60*

Poland

20 - 40

Hong Kong

15 - 25

*may take longer during holiday seasons*

It is to be understood that the company does not hold control over delivery, packages are to be proceeded through normal post system including customs for some cases and some delay during high seasons such as Christmas or New Year due to high level delivery traffic. Chinese New Year will take place from February 11th - 25th. As a result, suppliers and logistic companies in China will be facing 2 weeks processing and shipping delays.

How do I keep track of my order’s delivery?

To track your order at real time, we recommend our Track Your Order page. Once your package reaches your area, you can also contact your local post with your tracking number for further delivery details such as expected delivery date or arrange delivery.

If you have not received your tracking information within two weeks after the purchase, please do not hesitate to contact us.

I ordered multiple products, why have I only received some of them?

Due to us having multiple suppliers to be able to provide our customers a wider range of products, orders with multiple products are fulfilled distinctively between suppliers. This helps shorten delivery period and reduce the shipping fees. In such cases, you should receive more than one tracking numbers to track the packages separately and as a result, the packages are likely to reach you at slightly different times.

Tips and Advice

  • Check your shipping address twice to make sure the address is correct. This will save you a lot of time from having to wait for re-shipment
  • Prevent delivery failure and return of products by entering your contact number when making your purchase
  • Read the note section on the product’s purchase page carefully to make sure the product suits your preference
  • If you receive a damaged good, please take photos and contact us to proceed to compensation
  • Keep calm and travel!
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