Frequently Asked Questions
How to 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 fewer products you will get on the results page. When you find a product you’re interested in, simply click the product name or the product image for more details.
Read more about the following frequently asked questions by clicking on the links below:
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.
Post-Purchase
DEFECTIVE/DAMAGED ITEMS
What if I received a defective/damaged item?
We always try to bring the best quality product to customers. However, there are many factors that affect negatively to the quality, especially shipping factor, that make our products be defective or damaged. Please read our Return Policy.
What if the tracking information of my order shows “returned to sender”?
Step 1: Contact your nearest post office and provide them your ID card or tracking number to find out its status.
Step 2: If you are unable to locate it, contact our Customer Service department by sending an email to admin@ and provide your shipping address again.
Step 3: If the address you provided in the email matches with your shipping address in our system, we are willing to send you a replacement or refund you 50%. Please be notified that these 2 options are our final solution for your request.
If not, it was probably due to some carelessness and accidentally filled in the wrong address, thus we could not deliver your packet. In this situation, we need you to pay some extra fees for sending you a replacement. This is the only option for you in this situation.
SHIPPING PROBLEMS
What should I do if I provide you with a wrong shipping address?
In the case of providing us with an incorrect shipping address, you should contact us immediately by sending an email to admin@ and provide us your correct address. We will check whether we can change it for you.
If your order was shipped out, we are really sorry that we will not able to change it for you nor sending you another replacement without any fee.
Tracking shows “returned to sender”, what should I do?
There are 2 common reasons that caused your parcel to be returned: Your shipping address is incorrect/insufficient or you are absence at the time the parcel was attempted to be delivered.
In cases that your shipping address is not correct, we are not able to take any responsibility since we shipped it out to the address that you provided us. It is not a mistake on our end.
Otherwise, we are willing to send you a replacement. If the second parcel is unable to reach you, we are sorry to tell you that we are not able to help you out with this.