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FAQs

Placing an Order

1.Q: How do I place an order?
  A: After clicking the item you are looking for, select size and fill in quantity, and then click Add to Cart. Review the items in your shopping cart. Enter coupons or discount codes if you have any. When you are ready, click Proceed to Checkout. Choose your check out method as guest or registered customer(registered customers can log in from the right page). Click Continue and you will be transferred to the payment page. Please indicate the destination for the product, the method of payment and the billing address. Review your order information. You may edit your address and payment information. Select "Process Order" to complete checkout. Do not forget to keep the order information in a secure place in case that you may need to check your order status.

2. Q: Do you apply wholesale and how much is the price?

  A: Yes, we provide wholesale price if you buy in large quantity. For more information about the price, please contact our customer service.

3. Q: What can I do if I cannot place an order successfully online?

  A: If you encounter this problem, please try the following steps: First, please clear the cookies, restart the browser, turn off Firewall and then try again. Second, if the problem persists, please change another computer or another internet browser, such as Firefox, and then try. Or you can try to login after several hours. Last, if the above steps don't work, you can contact us.

If your payment fails, please check about whether your card can be paid overseas or whether the card information can be matched with the billing information. Do you have enough balance in your card? You can change another card to try again or ask your card bank for help. 

4. Q: When can I get the confirmation email?

A: Confirmation email will be sent in 24 hours from Monday to Friday. If you place an order at the weekends or during a holiday, please check again on Monday and after the holiday. If you do not see it in your inbox, please kindly check your junk box. If you leave a wrong email address, you may not receive our emails so please make sure it is a correct one before paying.

5. Q: How can I change my order or cancel my order?

A: When we receive your payment, we will process your order in 24 hours. So if you really want to change it or cancel it, we hope you can tell us within 1 day by online chatting and emails. Once your order is shipped out , it is difficult to stop the parcel for you. So we hope you can understand.

Items

6. Q: What if I can’t find the pictures I want?

  A: If you can’t find the pictures you want, you can also offer the pictures to us. We are very glad to custom your items for you and we are glad to add your pictures to our website. Please be sure that the pictures you provide should be of high quality. You can contact us about the requirements of a custom picture.

7. Q: Is there color differences on the items from the pictures on your website?

A: Generally it won’t be. We use high qualified pictures. Sometimes there may be a little different in color between the picture and the items you get because of the light or skills of taking pictures. If you really care about this, please reconsider before placing an order.

8. Q:If the items are not what I expect, what can I do?

A: Sorry to hear that. If that happens, you can choose to return or exchange. But the shipping cost is expensive so we don’t think it is a good solution. In such situation, we will be glad to offer a better solution to you.

  

Delivery

9. Q: When do you send my purchased items?

A: After receiveing your payment, we will process your order in 24 hours. If something is wrong in your order such as wrong shipping address, zip code and phone number, we will send you an email as soon as possible. Please reply to it ASAP so we can ship out your item in time. As the items need time to be custom, we will ship out your order about 3 days later. This is necessary and very important. We hope you can understand this.

 

10. Q: How to track my order?

    A: You can check the status of your order at any time by going directly to the links provided by our customer service via email. Please note that you should have the order number and email address to track the order status. Sometimes you can’t find your order even if it goes through. That may be caused by the system. Please don’t worry about that. You can contact us and we are glad to help you.

 

11. Q: How can I get to know the status or my package?

  A: We will send you the tracking number by email after the shipment. Please make sure that you have left the most frequently used email address for your order and check it if you want to track your order.

 

12. Q: Why can’t I find the status updating on the web? Is it a valid tracking number?

  A: Yes. The tracking number we send to you is a correct and valid one. Sometimes the status hasn’t been updated so quickly so you will find nothing at first and sometimes the status updating is slower than the transportation. Please wait patiently.

Sometimes you will get two tracking numbers, an original one and a new one. This depends on the express company. Generally the original tracking number is invalid and we will send you the new one as soon as it has been updated.

 

13. Q: How soon can I get my product?

  A: It depends on what kind of the transportation means we use. Generally it takes 7-15 days to get your products. However, when you place an order in a special time such as Christmas, Chinese New Year or some other holidays, you package may be delayed by the express companies. It is beyond our control. Please wait patiently. If you mind, please don’t place an order then. We hope you can understand that.

 

14. Q: What should I do if my order has never arrive?
  A: All your orders will be shipped out as we stated in previous question and you don't receive it in 2 weeks, please contact our customer service for assistance.

Please note that the status on the web is the judging standard for us on whether you have signed for your package. If it shows your package has been delivered successfully but you haven’t got it, please contact your local express company and ask them to give you a compensation. Refund by such problem is not acceptable.

 

 

Return, Exchange and Refund

To obtain a return authorization, please contact us at first.

 

15. Q: How can I make a return or exchange?

A: Please make sure that all items returned to us should be the right ones you pick on our website and must be in original condition such as not worn, destroyed or altered with all tags attached. Please refer to our return policy and exchange policy.

 

Please note that:

Return and exchange may not be accepted in the following circumstances:

1)      If the item is not defective when you receive it.

2)      The item has been damaged or made defective by the customer.

3)      The item’s value has decreased remarkably due to the customers’ usage or its time-sensitive nature.

If there's a few problems of goods (for example, the stain or the line did not cut off clearly), we hope you can wash it or clean it, then we will give our guests appropriate compensation. As for the return shipping cost, please refer to Return&Exchange.

 

16. Q: When will I get the refund from you?

A:We will refund the money to the card you used to place the order in 5 days if you meet the refund requires. Since the refund is transferred by several international banks, it will take longer time for you to receive the refund, like couples of weeks. However, please don’t worry, we promise you will get the refund at least. You can also contact your bank to check it 7 days after we make the refund.

 

17. Q:Can I order through telephone?

A: We are very sorry we do not accept orders by phone now. Our customer service serves all the clients via emails or online chatting in business days. Thanks for your visiting, supporting and ordering and enjoy your shopping on our online store.

For more questions about return,refund and exchange, please refer to Return&Exchange or contact our customer service. Besides, as we are in different time zones, you may not get our reply when we are not at work. Please wait patiently. Thanks for your understanding.