Frequently Asked Questions

Yes, you can add items to your wishlist by clicking the heart icon on any product. To access your wishlist, click on the heart icon in the top navigation bar. You’ll need to be logged into your account to use this feature.

To add an item to your cart, simply click the “Add to Cart” button on the product page or directly from the product listing. You can view and edit your cart contents at any time by clicking the cart icon in the top navigation bar.

Yes, we regularly offer promotional discounts. You can find current promotions on our homepage, in our newsletter, or on our social media channels. During checkout, you can enter discount codes in the designated field to apply them to your order.

We offer several shipping options: Standard (3-5 business days), Express (1-2 business days), and International (7-14 business days). Shipping costs vary based on your location and chosen method. We offer free standard shipping on orders over $50 for customers.

Once your order ships, you’ll receive a confirmation email with tracking information. You can also track your order by logging into your account and viewing your order history. Click on the specific order to see its current status and tracking details.

Yes, we ship to over 30 countries worldwide. International shipping typically takes 7-14 business days, depending on the destination. Please note that international orders may be subject to customs duties and taxes, which are the responsibility of the customer.

If your package is lost or arrives damaged, please contact our customer service team within 48 hours of the delivery date. We’ll work with our shipping partners to locate your package or process a replacement or refund for damaged items.

We offer a 30-day return policy for most items. Products must be in their original condition with all packaging and tags intact. Certain items, such as personalized products or intimate goods, may not be eligible for return due to hygiene reasons.

To initiate a return, log into your account, go to your order history, select the order containing the item(s) you wish to return, and click “Return Items.” Follow the instructions to generate a return label and select your preferred refund method.

After we receive your returned item(s), it typically takes 3-5 business days to process your refund. Once processed, it may take an additional 5-10 business days for the funds to appear in your account, depending on your payment method and financial institution.

For standard returns, customers are responsible for return shipping costs. However, if the return is due to a defective product, incorrect item shipped, or our error, we’ll provide a prepaid return label at no cost to you.

Creating and managing your account is simple:

Create an account: Click the “Register” button in the top right corner of the website, fill in your basic information (name, email, and password), then click “Create Account.” You can also register quickly using your Google, Facebook, or Apple account for a seamless experience.
Login: Click “Login” and enter your email and password. If you forget your password, click the “Forgot Password” link to reset it.
Profile management: After logging in, click “My Account” → “Profile” to modify your contact information, password, and preferences.
Address management: Add or edit shipping addresses in “My Account” → “Address Book,” where you can set a default address.

You can update your personal information, manage orders, and check your rewards points at any time on the “My Account” page. We respect your privacy and only use your personal information for order processing and customer service.

Order process and modification instructions:

Order steps:
1. Add products to your cart
2. Click “Checkout”
3. Fill in or select a shipping address
4. Choose shipping and payment methods
5. Confirm order information and submit

Order modifications: After submitting your order, you can make changes in the following situations:
– When order status is “Awaiting Payment”: You can modify shipping address, delivery method, and payment method
– When order status is “Awaiting Shipment”: You can modify the shipping address (but this may extend delivery time)
– When order status is “Shipped”: Order information cannot be modified online, but you can contact customer service for assistance

To modify an order, log into your account, go to “My Orders,” find the relevant order, and click “Order Details” → “Modify Order.” Some information may not be modifiable online, in which case please contact customer service for help.

You can check your order status through the following methods:

Account login query: Log into your account and click “My Orders” to view the status and details of all your orders. Each order has a clear status indicator: awaiting payment, awaiting shipment, shipped, completed, etc.
Order number query: Enter your order number and registered email/phone number on the “Order Query” page to check without logging in.
Tracking information: After your order is shipped, click “View Tracking” on the order details page to track your package’s location in real-time.
Email notifications: We’ll notify you via email about changes to your order status, including order confirmation, payment success, and shipment.

If your order status hasn’t updated for an extended period or you have any questions, please contact our customer service team and provide your order number for assistance. Our system updates order status and tracking information every 30 minutes.

Order cancellation and refund request process:

Cancelling an order:
– When order status is “Awaiting Payment”: You can directly click “Cancel Order” on the order details page
– When order status is “Awaiting Shipment”: Click “Cancel Order” on the order details page and select a reason for cancellation
– When order status is “Shipped”: Direct cancellation is not possible; you’ll need to request a return and refund

Requesting a refund:
1. Log into your account and go to “My Orders”
2. Find the relevant order and click “Request Refund”
3. Select the reason for the refund and upload any relevant image proof (if needed)
4. Submit the application and wait for review

Refund processing time: For unshipped orders, refunds are typically processed within 1-3 business days; for shipped orders, refunds are processed within 3-7 business days after the product is returned and inspected. Refunds will be returned to your original payment method. If there are special circumstances, customer service will contact you.

Information about using our Rewards Program and coupons:

Earning points:
– Shopping: Earn 1 point for every $1 spent
– Product reviews: Earn 10 points for each verified review
– Sharing products: Earn 5 points each time you share a product on Instagram, Facebook, or Twitter
– Loyalty bonuses: Earn bonus points on your birthday and membership anniversary

Using points:
– 100 points = $1, can be redeemed during checkout
– Points can be exchanged for exclusive discounts and limited-edition items
– Points remain valid for 12 months from the date earned

Using coupons:
– Apply eligible coupons at checkout in the “Apply Coupon” section
– Check coupon terms, expiration dates, and applicable product categories
– Most coupons cannot be combined with other promotional offers

You can view your rewards balance, points history, and available coupons in “My Account” → “My Rewards & Coupons.” Higher membership tiers (Silver, Gold, and Platinum) enjoy additional perks like free shipping, early access to sales, and exclusive offers.

We provide multiple secure payment options to meet different customer needs. You can use the following methods to pay:

Credit/Debit Cards: We support Visa, Mastercard, American Express, and Discover cards.
Digital Wallets: We accept PayPal, Apple Pay, Google Pay, and Amazon Pay.
Bank Transfer: Direct bank transfer payments are available for select orders.
Buy Now, Pay Later: We offer financing options through Klarna, Affirm, and PayPal Credit (subject to approval).

All payment information is protected by advanced SSL encryption technology to ensure your payment security. If you need help choosing the most suitable payment method, please contact our customer service team.

Our payment process is simple and secure. After adding products to your cart, click the “Checkout” button. You can choose to check out as a guest or log into your account. After filling in or confirming your shipping information, you’ll enter the payment page to choose your preferred payment method. Depending on your selection, the system will guide you through the payment:

– Credit Card payments require card number, expiration date, and security code
– Electronic Wallet payments will redirect you to the corresponding platform’s authorization page
– Bank Transfers will display our bank account information

After successful payment, you’ll immediately see an order confirmation page and receive a confirmation email. If you encounter any issues during the payment process, please do not submit the order again. Instead, contact our customer service team for assistance.

We consider payment security our top priority. We implement multiple security measures to protect your payment information:

– All payment transactions are protected by 256-bit SSL encryption
– We support 3D Secure verification and two-factor authentication
– Our payment system complies with PCI DSS (Payment Card Industry Data Security Standard)
– We do not store complete credit card information
– We conduct regular security audits and updates
– Our real-time monitoring system detects suspicious transactions

We also employ advanced fraud detection technology to protect you from unauthorized transactions. If you detect any suspicious activity, please contact our security team immediately.

We provide both electronic and paper invoices. During checkout, you can select the “Request Invoice” option on the payment page and fill in the invoice title, tax number, and other required information. For electronic invoices, we’ll send it to your registered email within 24 hours after order completion. For paper invoices, you can specify this in the order notes, and we’ll send it with your shipment.

If you forgot to request an invoice when placing your order, you can apply for one within 7 days after order confirmation through the following methods:
1. Log into your account and click “Request Invoice” on the order details page
2. Contact customer service with your order number and invoice information

Please note that once an invoice is issued, it cannot be modified according to tax regulations, so please ensure the information you provide is accurate. Invoice policies for special products or promotional items may differ; please refer to the product page description for details.

If you encounter any issues during the payment process, you can resolve them through the following steps:

Payment failure: Please check if your card information is entered correctly and confirm that your card has sufficient funds. Some banks may require additional security verification or have cross-border payment restrictions.

Double charges: If the system shows payment failure but your account has been charged, please do not attempt to pay again. In such cases, funds usually return automatically within 3-5 business days. You can contact us with your order number and payment proof, and we’ll help track your funds.

Other issues: For other payment-related problems, please contact our customer service team through live chat, email, or phone for immediate assistance.

On business days, we respond to payment issues within 2 hours and work to resolve them promptly. For complex refunds or inquiries, we may need to coordinate with banks or payment service providers, which could extend processing times.

You can find detailed information about our products through various ways:

Product Details Page: Each product page contains complete product descriptions, specifications, material information, and size guides.
Images and Videos: We provide high-quality product images and 360° views. Some products also have demonstration videos to help you understand the product from all angles.
User Reviews: Browse other customers’ reviews and experiences to understand actual usage.
Product Manual: Most product pages provide downloadable detailed product manuals in PDF format at the bottom of the page.

If you need information that is not provided on the product page, you can use the “Contact Customer Service” function, and our product experts will provide detailed answers for you.

Confirming product sizes and specifications is very important. We provide multiple ways to help you make the right choice:

Size Guide: Each clothing and footwear product page has a size comparison table, including detailed measurement data and recommendations.
Size Calculator: Some products provide online size calculation tools. You just need to input your measurements, and the system will recommend the most suitable size.
Technical Specifications: Electronic products and home goods provide complete technical parameter tables, including size, weight, material, function, and compatibility information.

We recommend you carefully check the product size before purchase. If you have any questions, you can refer to size suggestions from other customers in the comments, or directly contact customer service for professional advice. Some product pages also provide “Comparison with Common Items” charts to help you understand the actual size more intuitively.

We have strict controls over product quality:

Supplier Screening: We only work with suppliers who meet international quality standards. All suppliers undergo strict auditing and periodic evaluation.
Material Testing: All materials must pass safety and environmental tests to ensure compliance with relevant regulations.
Production Monitoring: We monitor the production process to ensure compliance with quality standards and production specifications.
Finished Product Inspection: Each batch of products is sampled and tested before leaving the factory to verify functionality and durability.
Customer Feedback Implementation: We continuously collect and analyze customer feedback to improve product design and quality.

All products come with standard warranty service, and some high-end products also offer extended warranty options. If you receive a product with any quality issues, we promise to handle and resolve it promptly.

We provide real-time inventory information to help you understand product availability:

Product Page Display: Each product page displays current stock status, including “In Stock,” “Low Stock,” or “Out of Stock” indicators.
Back in Stock Notifications: For out-of-stock products, you can click the “Notify Me” button to leave your email or phone number, and we’ll notify you immediately when the product is back in stock.
Estimated Delivery Time: Before checkout, the system displays estimated delivery times, including processing and shipping timeframes.

Please note that inventory for popular products may change quickly. We recommend placing your order promptly when you find a product you like. For items marked “Low Stock,” the system will reserve the product in your cart for 20 minutes, after which you’ll need to reconfirm availability. Some products support backorders, allowing you to pay in advance and receive priority shipment when the product arrives.

Proper usage and maintenance can extend product lifespan and maintain optimal performance:

Usage Guide: Each product comes with detailed instructions. We strongly recommend reading them carefully before first use.
Care Instructions: Product detail pages and packaging provide specific maintenance suggestions, including cleaning methods, storage conditions, and precautions.
Video Tutorials: For complex products, our website provides video tutorials demonstrating correct usage and maintenance techniques.
FAQ Section: The bottom of each product page includes frequently asked questions specific to that product, covering various situations you might encounter during use.

For additional product usage and care advice, you can browse our blog content or directly contact our customer service team. We also regularly host online workshops providing more in-depth product guidance. Follow our social media accounts to stay informed about these resources.