FAQ

Orders are processed within 1–7 working days and shipped internationally. 

Processing time might be longer during the Chinese New Year holiday period. Any delay will be communicated with the buyer(s), and the relevant announcement will be shown on the website.  

I JUST PLACED AN ORDER, CAN I MODIFY OR CANCEL IT?

Order modifications or cancellations must be confirmed by both parties in writing before they take effect. A request alone does not guarantee a change or cancellation. If an order has already been processed or shipped, it cannot be cancelled.

Please refer to the item listing where the estimated dates are shown. Here is an example:

If this happens to you, please send us a message within 3 days of receiving the item(s). The message should contain:
1. Your order number
2. Clear photos/videos of the damaged product in the original package
3. Photos of the interior and exterior packaging (including the shipping label)

Claims may be declined if the item has been altered or repaired (for example, glued) before contacting us, as this prevents proper assessment. Note: we need a photo of the damaged item IN THE ORIGINAL PACKAGING.

Returns must be shipped within 14 calendar days of delivery. Buyers are responsible for return shipping costs and must use a trackable shipping service.

The shipping cost of the original shipment is not refundable, except where statutory consumer regulations require the original standard outbound shipping to be refunded.

In most cases, refunds will not be for the full amount, except where statutory consumer regulations require otherwise.

Once your return is received and inspected, we will share if the item is returned intact (no damage in transit), and the approval/rejection of your refund. If approved, the refund will be processed and applied to your original method of payment.

Always feel free to get in touch by writing to us. Let's sort things out together in the best possible way!

If the order has not been dispatched, we are happy to update the address accordingly. If the order has been dispatched, there is unfortunately very little we can do.

If tracking shows ‘Delivered’ but you cannot locate the item, please refer to our Shipping Policy for the steps to follow. If the issue is not resolved, contact us ASAP after the delivery scan (ideally within 24 hours). Prompt contact improves the likelihood of successful investigation with the local carrier.

If it is delivered by the local postal service, it will be faster for the buyer to check with the local post office. Otherwise, we will get in touch with the relevant logistics company to sort out the matter and update the buyer accordingly.

Before deciding to return to the sender, logistic companies usually make a few attempts to deliver or wait long enough for a collection. Any item that is "returned to sender" will NOT be re-sent. We will reship a returned shipment to the new/correct address after a re-delivery fee is paid. 

The order is considered fulfilled once the item has been dispatched and reasonable delivery attempts have been made. Having no one to accept the shipment at the given address is out of our control. Buyers should always be ready/able to receive the item, and ensure that the address provided is reachable by logistic companies.