F.A.Q

Shopping Basics Q&A:

Your questions will be answered satisfactorily

Q:Can I modify the delivery address or contact number after placing an order?
‌ A: If the order is in the "pending shipment" status, you can modify it yourself on the order details page; if it has entered the shipping process, you need to contact customer service to coordinate with the express company for processing. Some customized special products may not be modified.
Q: What should I do if the product parameters on the product details page do not match the actual goods received?
‌ A: Contact customer service within 48 hours after receiving the goods and provide the order number, product photos and screenshots of the details page. The platform will verify the goods and handle the return, exchange or compensation for you. If the product is made of cloth, fabric, elastic material, etc., there may be some deviations due to manual measurement, which is within the normal range and will not be compensated.
Q: Which products do not support 7-day no-reason returns?
‌ A: Customized products, unpacked underwear, and products that have been artificially damaged after receipt will not be returned or exchanged.
Q: Who should bear the shipping costs for returns and exchanges?
‌ A: If there is a product quality problem or the merchant sends the wrong goods, the round-trip freight will be borne by the platform; if you apply for a return or exchange for personal reasons, you will need to pay the return freight. For details, please contact customer service for communication and processing according to the order situation.
Q: How long does it take for the refund to arrive after submission?
‌ A: After an undelivered order is cancelled, it will be returned to the original route within 1 working day; after the returned order is signed and reviewed by the merchant, it will be credited to the original payment channel in 1-3 days, and generally it will take no more than 7 working days. It depends on the actual situation of third-party payment.
Q: Who bears the tax when returning cross-border goods?
‌ A: As long as the returned goods are applied for return within 30 days of the release of the declaration list and shipped back to the original supervision location within 45 days, the corresponding tax will not be levied and consumers do not need to bear it.
Q: Do products must meet quality standards?
‌ A: Cross-border products comply with the quality and safety standards of the country of origin, which may be different from domestic standards. Some products are handmade and do not have brand labels. Please read the product introduction carefully before placing an order.
Q: How to protect personal privacy information?
‌ A: The platform uses a powerful security information system to protect user information and encrypt all users’ identity information. For information on the website's Cookies policy, please refer to the Cookies document. When you browse our website, you will be prompted with content related to Cookies. If you accept it, it means you have read and agreed to the Cookies document.
Q: What should I do if the express delivery shows that it is being delivered but the goods have not been received for more than 24 hours?
‌ A: You can directly check the courier's contact information to communicate the delivery time on the express inquiry page, or you can contact the platform customer service to assist in urging the shipment. If there is an abnormal loss of the package, the platform will directly reissue it or refund you in full.