FAQ

1 Order issue

1.1 Where is my order?

We have put a lot of focus on making sure the items get delivered to our customers as quickly as possible. It usually takes about 5-15 business days for standard shipping and 3-5 business days for express shipping, when the logistics tracking number comes out.

 

1.2 Can I cancel my order?

Yes, you can if the order hasnt been sent out.

 

1.3 Why I didnt get an email about my order being shipped?

After placing your order, we may need 1-3 business days to prepare your order. This will be our processing time to make sure that your order is accurate. This processing time does not include shipping time.

We will inform you with an email after shipment or if there is any delay.

If you can't find an email fifteen days after youve placed the order, please contact our support Team with emails.

 

1.4 Can I change/modify my shipping address/size?

Yes, you can. It includes changing sizes or the color of an item, removing an item, and changing your shipping address. Please contact our support team with Live Chat or email. Please note that we can help you modify your order BEFORE shipment.

Once your package shipped, we will not be able to change anything.

 

1.5 How to change/modify billing address?

If you paid already, then no need to change the billing address, as we'll just ship the order to the shipping address that you left on our site.

Therefore, it does not matter that the billing address is different from the shipping address.

 

 

2 delivery

2.1 How long does delivery normally take?

Usually, it takes about 5-15days for the items to reach you, it will take 6-20 days for the busy season.

 

2.2 How can I track my order?

It may take 3-5 days to see any activity once it has shipped out from our end as the next facility need time to scan parcels. Please allow some time for the courier to update the latest tracking info after reaching the next station.

If you can't track your package by the tracking number, don't worry, that because our package is sent from China to America so the tracking number will be invalid when it stays abroad, after it arrives in America, USPS will take this package then your tracking number will be available.

 

2.3 I still havent received my package, where is my order?

Your estimated delivery date including processing time and delivery time please allow up to this date for your order to arrive. Please check the Shipping Info page for details.

 

Youll be able to follow your order as its been sent with trackable service. To check this, all you need to do is log into your account and check "Track Order Details" under "My Orders" to follow your parcel.

 

If your estimated delivery date has passed and you havent received your order, please contact our Support team with Live Chat or email for further help.

 

2.4 How can I deal with my package if I dont want it because of the customs taxes?

Normally, our customers would not be charged tariffs. However, because of increasingly strict customs inspection, it happens sometimes. We have no control over these charges and we cant tell you what the cost would be, as customs policies and import duties vary widely from country to country. As per our policy, customers need to afford the tariffs, so please contact the local customs office to get your parcel first. If you do not, there is a high possibility that your parcel be destroyed but not returned.

 

2.5 Is there any additional fee beyond purchase?

Normally, our customers would not be charged any tariffs. However, because of increasingly strict customs inspection, it happens sometimes. We have no control over these charges and we cant tell you what the cost would be, as customs policies and import duties vary widely from country to country.

 

2.6 Why does it shows may package has been delivered but it hasnt?

Packages might be delivered to your mail box or signed by your neighbors. We suggest you check in your mail box and with your neighbors first. Or you can check with the shipping company with your tracking number.

If you still cannot find your package, please contact our support team with Live Chat or email.

 

2.7 Why did the attempt delivery failed?

There may be following reasons:

1. Consignee unavailable

2. Wrong shipping address

3. The parcel is delayed by the shipping company

Please check with the shipping company with your tracking number to arrange re-delivery. If you still cannot receive your package, please contact our support team with Live Chat or email.

 

2.8Why it shows that my packaging number is invalid?

If there is a tracking number, it means that the parcel has been shipped out.

The parcel is sent from our warehouse first. Then parcels will arrive in the shipping company's processing center by plane. Then each shipping company will pick up parcels from airport. Once they have scanned those parcels, the website will update the tracking number. It may take 3-5 days to see any activity once it has shipped out from our end.

Please allow some time for the courier to update the latest tracking info after reaching next station.

 

2.9Why was my package returned?

There are multiple possible reasons:

1) Wrong or incomplete address

2) Invalid phone number

3) Unable to deliver

Please find the tracking number first and contact the shipping company for more information. You may also contact our support team with Live Chat or email for further help.

 

2.10 Why was my order divided into two or more packages?

We will do partial shipping for your order in the following conditions:

1) Items are in different warehouses.

2) Different items need additional preparation time.

3) Weight limit of customs or courier.

You will receive all the items you paid for.

 

 

3 Return & Refund

3.1 Whats the return policy?

Returns & Exchanges

Were bummed if you're not 100% satisfied with the items you received, and we gladly accept returns within 30 days of receipt for most items in new condition.

Note:

We are not liable for shipping fee under the following conditions:

1. Customers subjective factors and just dislikes the item.

2. No quality issue.

 

1. Please contact Customer Service, indicating the item(s) you would like to return and the reason. We will get back to you within 24 hours. Your patience will be highly appreciated.

2. After receiving return instructions from us, please package up the item(s) to be returned with the original packing.

3. Drop off your package at the local post office.

4. Most returns are processed within 5 business days after we receive your package. Well issue the refund to your payment account. Once your refund has been issued, you will receive a confirmation email or a confirmation message.

Return Conditions

1. You have 30 days to decide if an item is right for you, if not, you can certainly come to us within 30 days of receipt.

2. The following items cannot be returned or exchanged: bodysuits, lingerie & sleepwear, swimwear, jewelry, and accessories (except scarves, bags, and mermaid blankets).

3. Items returned must be in their unused condition with the original packing. We do not accept a returned item thats worn, damaged, washed or altered in any way.

4. We do not accept returned items that were sent back by you directly without checking with us first.

5. We do not offer Freight To Collect (FTC) service for the packages returned to us. The returns will be made at your own cost.

 

Note: The original shipping fee and insurance are non-refundable.

 

3.2 How can I return items?

You may check out our Return Policy first, then Submit A email about which items you want to return.

Note: Item ID or SKU is needed, so that our agent can process your return request and offer the nearest return address to you

 

3.3How can I return/exchange items they are not as described?

You may check out our Return Policy first, then Submit A email about which items you want to return with the following information.

1) The order number

2) The item's name or SKU number or pictures

3) A description of the problems and some clear pictures

We will process your return request and offer the nearest return address for you as soon as we can.

 

3.4Can I exchange for a bigger/smaller size?

We accept return for refund or exchange within 30 days after delivery. The following items cannot be returned or exchanged:

bodysuits, lingerie & sleepwear, swimwear, jewelry, and accessories (except scarves, bags, and mermaid blankets).

Please note that exchange will need more days than processing a new order. Since it will be quicker for you to place a new order directly, we suggest you return for refund. Please contact Submit A email to contact our support team for further help.

 

3.5How do I receive my full refund?

We will offer a full refund for all returnable item, excluding shipping fee, return insurance fee and non- refundable items (bodysuits, lingerie & sleepwear, swimwear, jewelry, and accessories (except scarves, bags, and mermaid blankets).

 

Coupon codes will not be refunded as monetary value.

 

3.6What should I do if my refund is incorrect?

Were really sorry if weve made a mistake with your refund!

If this is the case, please contact our support team and well try and sort it out for you as soon as possible.

The following may affect the amount you have been refunded:

The delivery charge, which is only refunded for cancelled orders before shipment.

Any discounts that were applied when you check out, which may not now be applicable.

 

3.7What if I received a wrong /defective stained item?

We want to sort out any issues with wrong/defective/stained items straightaway.

As soon as you discover a wrong/defective/stained item, please contact our support team with:

1) The order number

2) The item's name or SKU number or pictures

3) A description of the problems and some clear pictures

We'll get back to you as soon as we can.

 

3.8What items cannot be returned?

The following items cannot be returned or exchanged: bodysuits, lingerie & sleepwear, swimwear, jewelry, and accessories (except scarves, bags, and mermaid blankets.

More details can be found in our Return Policy.

 

3.9 What is the status of my refund?

Most returns can be processed within 5 business days after we receive your package. Considering 3-5 days for delivery, we may need 10-15 days to confirm your refund.

If you have chosen the refund to your credit card, the whole process may need 10-30 business days as you card bank need to process the refund to you. Please understand that we need to refund to your card bank first within 48 hours. But your card bank may need 10-30 business days to transfer the money to your card account. We can't control the processing speed of your card bank. Please ask the card bank for detailed information.

We apologize genuinely for the inconvenience caused and thanks for your kind understanding.

 

 

4 Payment & Promos

4.1 Why my payment is declined?

Please refer to the following information:

Firstly, check the card details to make sure the information is correct. e.g. the expiry date or your billing address. (Common problems including incorrectly spelled name)

Secondly, make sure you enter the security code correctly - that's the three digit numbers on the back of your card.

Lastly, your card issuer may have declined your payment please contact card issuing bank.

If the above information still does not work, you may try to pay it with another payment method or using PayPal which is more convenient and safe!

 

4.2 What payment methods do you accept?

There are different ways you can choose to pay at our website. We support Credit/Debit Card, PayPal.

 

4.3Can I use one more then one discount?

One coupon code can only be applied to an order at a time. If you have more than one coupon code you may use those on your next purchase.

4.4 Do you offer Cash on Delivery?

We currently cannot provide cash on delivery.

 

4.5Can you refund the price difference?

Different period has different sale prices. Prices are subject to change based on the price in effect the day you checkout, unfortunately we cannot refund you the price difference.

 

4.6Why do I need to verify my payment on my order?

Your payment method has flagged us to do a thorough security check to assure that the payment method is being used by an authorized user. Please check your email and reply with the requested documents, and we will pay great attention on your info security.

 

4.7Why isnt my promo code working?

It may be caused by the following reasons:

1) The discount is applied to the original price but not sale price on the page. If the item is on sale or discounted more than the coupon discount, there might be not too much price difference after applying the coupon.

2) The code has already expired.

3)The purchase amount is limited.

 

 

5 Product& Stock

5.1Do you restock sold out items?

If an item is marked as "Sold Out", we suggest you check the site frequently in the next two weeks in case it restocks. However, if it does not restock within few weeks, it is likely to be removed from our online store.

 

5.2Where are your products sent from?

We currently have warehouses in United States, China. Products will be sent as per the principle of proximity.

 

5.3How do I choose size?

The most effective way to choose your size is to take your measurements and compare them to the detailed sized chart. You could find a size reference on every product page. This will help you pick what size is best for your body type.

 

"One size" does not necessarily fit all sizes but means theres only one size for this product.

 

5.4Do you offer a wholesale discount for bulk buying?

Yes, we do. Please contact our Professional Wholesale Team to enjoy a higher discount.

 

5.5Do you use fur and genuine leather?

Our products are neither real fur nor genuine leather but they are high quality artificial materials.

 

6 Account

6.1 How do I unsubscribe?

You can unsubscribe by simply clicking the unsubscribe button at the bottom of each email we send and follow the instructions.

 

6.2Will you save my personal information?

We respect your privacy and keep your personal information confidential.

 

6.3Is it safe to order from you?

One of the most secure online system is applied to our website to protect your personal information against unauthorized use. Its safe to order from us.

 

6.4How do I reset password?

1)Log in your account.

2) Click "Edit Password", then you can update your password.

 

6.5Why cannot log into my account?

There could be several reasons.

1) Most of the time is that you have entered the email address or password incorrectly.

2) If you signed in with Facebook the first time, you will need to click the "Sign in with Facebook" button to log in.

3) If you still can't log in, you could reset the password. Click "Sign in" on the top right corner of our homepage, then select "Forgot Your Password", enter your registered email address in the provided box and you may receive the reset email to create a new password with the link. Please also check your junk mail folder if you cannot locate our email.

 

6.6How do I change my email address?

We can't change/update our customers' email addresses as of now.

If you don't have orders or finished everything in previous orders, you can create a new account with new email address.

If you have unfinished order(s), please remember your order number and we suggest you can ask us to delete your email address after you receive your order(s). Then you can create a new account with new email address.