FAQ

Welcome to our help center. We’ve gathered the details you’re most likely to need right here, so you can spend less time searching and more time enjoying your new finds. Whether you’re curious about getting started, managing a recent order, or resolving an unexpected issue, the information below is designed to walk you through every step in a straightforward way.

Getting Started with Your Account

You can absolutely place an order as a guest—there’s no requirement to create an account. That said, having your own account does unlock a few conveniences. It speeds up the checkout process, gives you a clear view of your order status and history, and keeps you in the loop about new releases and special promotions. If you ever forget your password, just look for the “Lost password?” link on the login page. You’ll be taken to a page where you can set a new one. And if you realize you’ve entered the wrong email address, reach out to our team. We’re able to update your email, name, and address on file, though the order itself cannot be modified once it’s in the system.

Managing Your Order

We understand plans can change. After an order is placed, we reserve the right to accept or decline it, even after you’ve seen a confirmation or after your card has been authorized. Should we need to cancel on our end, a credit goes back to your original payment method. If you initiate a cancellation, please be aware that a fee of 30% of the Total Price applies, regardless of how quickly you reach out. This is because the merchant processor charges us a fee for cancellations. Once an order has been packed or shipped, it’s no longer possible to cancel it.

When entering your shipping address, make sure all the information uses the English input method, including punctuation. If your address contains non-English letters, please substitute them with the closest English equivalents—for instance, using “c” instead of “ç.” After your order is processed or shipped, the shipping address cannot be revised. We recommend using a residential address rather than a vacation address, since we can’t predict how long a package might be held by your local customs department.

If you’re hoping to apply more than one discount code to a single order, keep in mind that promotion and discount codes cannot be combined with other offers unless the terms of a specific promotion explicitly say otherwise.

Payment & Security

All transactions are processed in US Dollars. If your credit card uses a different currency, the final amount is calculated using the daily exchange rate set by your card issuer on the date the transaction is processed. We accept VISA, Mastercard, AMEX, and PayPal. We do not accept personal checks, money orders, direct bank transfers, debit card payments, or cash on delivery.

Your online security is a priority. When you make a purchase, your information is entered on an SSL-secured page. It’s then SSL-encrypted and sent directly to our credit card provider’s network for authorization. Your credit card details are not stored on our servers.

Understanding Your Shipment

Orders are processed and shipped from our warehouse in China. We handle orders Monday through Friday, with processing taking 2-3 business days from the order date. Your package ships the day after processing is complete, and we do not ship on weekends. If you haven’t received a tracking confirmation after 5 business days from the day you completed your payment, please get in touch with us.

The delivery time depends on the shipping option you selected. Tracking information is emailed to you the day after your order ships, as it typically becomes available about 24 hours after dispatch. For a detailed look at shipping methods, our Shippings page has everything you need.

Free shipping is available on orders that meet the minimum amount requirement, though it excludes discounted items, sale items, and oversized or overweight products. Orders that qualify are sent via economy shipping.

Customs, Taxes & Fees

The prices you see on our site are tax-free in US Dollars. When your order arrives at its destination, your local customs office may charge import taxes, duties, and related customs fees. Those charges are your responsibility, and we’re unable to cover them. We also cannot take responsibility for delays caused by your country’s customs department. For more details on potential charges, contacting your local customs office directly is the best route.

Returns & Refunds

If you’re not completely satisfied with your purchase, you can submit a return request within 30 days of receiving your order. Please include your order number and the reason for the return. Our customer service team will review your request and, if it’s approved, send you the next steps. All returned items must be in their original condition with the packaging intact. For a list of final sale items that cannot be returned, our Returns Policy has the specifics.

Return shipping fees and any other miscellaneous costs are the customer’s responsibility. Once we receive your return, processing can take up to 14 business days. We’ll send you an email confirmation when the return has been processed.

Refunds go back to your original payment method. For credit or debit card payments, the refund is sent to the card-issuing bank within 7-10 business days of us receiving the returned item or your cancellation request. The time it takes for the credit to appear on your account depends on the bank, so we recommend contacting them if you have questions about posting times. If you haven’t seen the credit after a while, reaching out to your bank or credit card company is the right move—it can sometimes take a bit of time for the refund to be posted.

When Something Isn’t Right

If you receive merchandise that is defective, incorrect, or damaged, please contact us within 7 days of receiving your order. Be ready to share your order number, photographs of the item, and any related references from when you opened the package. We’ll work to resolve the situation as quickly as possible. And if you open your order and find something is missing, reach out to us right away.

We hope this guide answers your questions clearly. Our team is committed to making sure your experience is a positive one, and we’re here to help whenever you need a hand.