Do I need to have an account to order?
No, you can also submit an order as a guest. However, if you have an account with us you can:
- Check out more quickly
- Easily view your order status and order history
- Get updates on new releases and special promotions
What should I do if I forgot my password?
On the login page, click ‘Lost password?’ and you’ll be redirected to a page where you can create a new password.
What should I do if entered the wrong email address?
Please contact us so that we can change your email address. We can change your email address or your name, but we cannot change your order. Make sure to enter your full address. If your address is incomplete, your package may not be delivered or we may not be able to process your order.
What is the exchange rate for other currencies?
All of our transactions are made in Pound Sterling. If your credit card uses another currency, your order total will be calculated based on the daily exchange rate on the date that your card issuer processes the transaction.
What payment methods do you accept?
We accept all major credit cards (VISA, Mastercard, AMEX) and PayPal payments. We do not accept personal checks, money orders, direct bank transfers, debit card payments, or cash on delivery.
How secure is my online order?
When purchasing online using your credit card, all of your information is entered into an SSL-certified web page. Your information is then SSL-encrypted and sent directly to our credit card provider’s network where your card and transaction are authorized and approved. Your credit card information is not stored on our servers.
How do I change or cancel my order?
We reserve the right at any time after receipt of the order to accept or decline the order, or any portion thereof, in our sole discretion, even after the Customer receives an order confirmation or after the credit card has been authorized. If the credit card has already been authorized for the purchase and the order is then canceled, we will issue a credit to the original method of payment.
Any cancellation made after an order has been placed, will be subject to a cancellation fee of $0.5 regardless of the time the order has been placed (even if it is just a second later) as the merchant processor/credit card charges us a fee for cancellation.
Please note that you cannot cancel an order that we have already packed or shipped.
How do I set my shipping address?
Because our website and service are in English, all the information that you enter must also use English characters, including punctuation. If certain letters of your address contain characters that are not used in English, we advise you to use a similar English character instead. For example, change the character “ç” to “c”.
Can I change my shipping address after submitting an order?
We cannot change your shipping address after we have processed or shipped the order. Please use your residential address as the shipping address instead of your work address. This is because we cannot estimate how long it will take for the package to pass through customs.
When will my order arrive?
The delivery time is based on the shipping option that you selected. We will email your tracking information 24 hours after we ship your order, which is when tracking information generally becomes available. We are not responsible for delays caused by the customs process in your country.
How do I track my order?
We will email your tracking number as soon as we ship your order. You will usually receive the tracking number one day after we ship your order.
You can track your order here.
Can I use several discount codes in one order?
Promotion and discount codes cannot be used in conjunction with other promotions and discounts unless stated otherwise.
What Can I Do If I Have Missing Items In My Order?
If an item is missing from your order, please contact us immediately.
When will my order be processed?
All orders are processed and shipped from our warehouse in China or our overseas warehouse. Please allow extra time for your order to be processed during holidays and sale seasons.
We process orders between Monday and Friday. We process orders within 2-3 business days from the order date. We ship orders one day after they are processed. Please note that we don’t ship orders on weekends.
Please contact us if you do not receive tracking confirmation after five business days from the day that you completed your payment.
Will I be charged with customs and taxes?
The prices displayed on our site are tax-free in US dollars. This means that you may be liable to pay customs duties and taxes when you receive your order.
You may be charged for import taxes, duties, and related customs fees when your order arrives at its final destination. These charges are determined by your local customs office.
You are responsible for the payment of any charges or taxes. We are not responsible for delays caused by the customs process in your country. For further information, contact your local customs office.
How do I return an item?
If you are not satisfied with your purchase and wish to return an item, please contact us within 30 days from receiving your order. Please provide your order number as well as the reason for your return. Our customer service team will review the return request and send further instructions if they approve the return request.
For a list of final sale items, please see our Returns Policy. All returned items must be in their original condition and the packaging must be intact.
What should I do if the item(s) I received are defective/incorrect/damaged?
Please contact us within seven days from receiving your order if you received merchandise that is defective, incorrect, or damaged. Include your order number, photographs of the item(s), and any reference numbers related to your package. We will do our best to resolve your case as soon as possible.
How long is the returns process?
It may take up to 14 business days from when we receive your items to process your return. We will email you when we have processed your return.
When will I receive my refund?
If you paid by credit card, refunds will be sent to the card-issuing bank within 7-10 business days after we process the return or receive your cancellation request.
If you haven’t received a refund for your return yet, contact your bank/credit card company. It may take some time for the refund to appear in your account.