Shopify店铺FAQ页面模板

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Please read our Frequently Asked Questions page before contacting us. It covers most general and shipping-related questions that we receive.

ORDER ISSUES

How to track my order?

1.Yay, you are so close to receiving your goodies! Once your order ships, you will receive an email with a tracking number that you can use to follow your package’s journey to you.

2.If you have an account with us, you can also access the tracking number for your order there, once it becomes available. You can locate this information under your Account Details, where your full order history is accessible.

How do I know what my order number is?

If you have registered an account on our website, you can log in to your account directly to check. You can also provide us with your bill number and transaction number so that we can check for you.

How can I view my order status without an account?

Unfortunately, you must be logged in to an account when placing your order to be able to view the status of your order. Not to worry, though! All order updates, including confirmation and shipping emails, will be sent to the email address used to place to the order. 🙂

I am missing item(s) in my order.

Maybe your order is divided into several packages and delivered separately. If you are still worried about the status of your package, please contact our customer service team!

How do I cancel my order?

We know how important your order is, so we aim to fulfill orders as quickly as possible! While we cannot cancel or change an order once it has been placed, you are welcome to return your items in accordance with our Easy Returns Policy once your order has been delivered to you.

I placed an order but never received a confirmation email.

If you do not receive an email from shop within a few hours of placing your order, be sure to check your personal Spam folder. Alternatively, the email address on file might be spelled incorrectly.

To check your orders, log into your shop account and select the “My Orders” option to review your order history.

If you are still unable to locate the confirmation email for your order, please contact our Customer Care team.

Can I modify my order after I’ve placed it?

It depends on the situation. But we still suggest, try it, maybe we can modify it for you. But if we can’t modify it, do n’t be disappointed. Because there is a simple return policy.

If you want to modify the order, please contact our Customer Care team.

I received a package(item), but it wasn’t my order(item).

We’re so sorry for the mix up with your order! Please email our Customer Care team with your order number and pictures of the following: a picture of the products you did receive and their sku. Please note that all order issues must be reported within 14 days of delivery. We’ll get YOUR order sent out asap!

I received broken item(s) in my order.

Oh no! Your package must have had an extra bumpy ride! Please email our Customer Care team  within 14 days of delivery with your order number, the names of the broken babies, and a photo of the damaged items. We will get back to you asap!

Do you combine orders?

Orders are subject to being automatically combined by our system if placed on the same day and shipping to the same address. 

SHIPPING

How long will my order take?

Most orders will be processed within 5-9 business days of your purchase(This processing time does not include shipping time). After it’s shipped out, average delivery times are 3-10 business days, depending on your location. There may be some delays when there is a sudden, large influx of orders. If it’s an international order, most packages arrive within two or three weeks, though it can take from four to six based upon how your country handles those packages. Unfortunately, there’s nothing we can do on our end to expedite that process.

For more information, please check the “Shipping Information” page.

After the order is shipped, you can also log in to your account, enter “My Order” and click “Track” for more shipping details.

Please note: The date you see in the checkout interface is not our order delivery time! And just shipping time!

Why hasn’t my order shipped out in the standard time?

There may be some delays when there is a sudden, large influx of orders. Also, be sure to double-check the product description — was your purchase for a pre-order? Some of our top designs sell out faster than we can make them, so this can add a few days to your order’s processing time.

Why hasn’t my tracking information updated?

Some shipping providers don’t offer real-time tracking information — they might delay updating the tracking locations by several days. Rest assured, your package is still on its way to you and probably further along than it looks.

Do you ship worldwide?

We happily ship to (almost) all countries worldwide! Unfortunately, we do not currently ship to the following countries: Benin,Bermuda,FrenchSouthernTerritories,HeardIslandandMcDonaldIslands,

SouthGeorgiaAndTheSouthSandwichIslands,Turkmenistan,TurksandCaicos Islands,Saint-Barthélemy,AmericanSamoa,AlandIslands,Burundi,Bolivia,DutchCaribbean,BouvetIsland,CocoIsland,Congo,Coted’Ivoire,Island,Cameroon,ChristmasIsland,Domingo,WesternSahara,Eritrea,Jersey,Cayman,Islands,SaintLucia,Lesotho,Libya,Monaco,MarshallIslands,NorthernMariana,Mauritania,Malawi,BritishIsles(English),SaintKittsandNevis,BritishIsles(US),WesternSamoa,Mayotte,Yugoslavia,Zambia,Zaire,ChinaHongKong,Barbados,Belarus,Bosnia,botswana,BurkinaFaso,FrenchGuiana,Georgia,GuadeRopp,zimbabwe,Nepal,Seychelles,Uganda,Azerbaijan,Palestine,Panama,Ecuador,Kenya,Latvia,Moldova,SriLanka,Tunisia,Guatemala,Uruguay,Armenia,Albania,Angola,Lebanon,ReunionIsland,Estonia,Kazakhstan,Mauritius,Morocco,Algeria,Macedonia,Peru,Nigeria,Serbia,Thailand,Ukraine,Chile

I accidentally put the wrong shipping address on my order after , what should I do?

We process our orders very quickly. Sometimes, an order will be packaged minutes after it has been placed. If you gave us an incorrect shipping address it’s very important that you send us an e-mail as quickly as possible with the incorrect shipping address and the shipping address that you would like it changed to. There’s no guarantee that we’ll be able to switch out the address before the package leaves our hands, but we’ll try our best.

I’m an international customer. Does the price include customs fees/import taxes?

No, our shop will help consumers bear the tariff.

How do I know if my package has shipped and is on its way?

When your order is placed, you will receive an automatic confirmation email. Your order will process, and when it’s ready to leave our Distribution Center you will receive a second email with tracking information for your shipment. Please refer to our full Shipping Policy for current processing times and available shipping methods.

Note: Receiving a shipping confirmation email does not necessarily mean that the carrier has picked up your package from our Distribution Center. Depending on the shipping method selected, please use the carrier’s tracking features to determine when your package is picked up, in-transit, and delivered to your door.

Why is my order unfulfilled?

No need to worry, unfulfilled just means your order is processing and has not yet shipped! Once your order ships, it will be marked as Fulfilled/Shipped. You’ll receive an email with tracking once this happens!

Package is in my country but tracking hasn’t updated.

It is often helpful to refer to your local courier’s online tracking, as it may have more accurate tracking information for your order. Alternatively, we recommend directly contacting your local post/customs office. The best way to do this is by simply locating your nearest post/customs office and visiting them in person. We recommend you physically visit the office to locate your package as your courier’s online tracking may not recognize your tracking number.

If  30 full business days pass and you do not receive your order, please contact our Customer Care team  with your order number! Please note, we are unable to assist you further with your order until after the 30st business day.

Can my parcel be redirected to a different address?

Once your order ships, we are unable to make any changes to the shipping address.

Are there any known delivery delays in my area?

We also recommend visiting the website for your local post office for delays specific to your city!

Please note, shop not responsible for any shipping deliveries that may be affected by customs, natural occurrences, transfers from carrier to the local carrier in your country or air and ground transportation strikes or delays. 

Where is our shop located?

We are located in Hongkong. All the items will be shipped out from Hongkong.

We have more than a thousand employees and sell more than 20 kinds of products, such as clothes, shoes, necklaces, commemorative coins and so on. We have several factories of our own, and thousands of suppliers in China also cooperate with us. We also have our own quality inspection department to ensure that consumers receive our high-quality products!

Besides, we have a large customer base coming from America, Europe, Australia, Africa, etc. If you come to China, welcome to visit our company!

I am anxious to use my product. Do I have the option of fast logistics?

Most orders will be processed within 5-9 business days of your purchase (This processing time does not include shipping time).

If you choose Express Logistics, you will receive our package within two weeks after the package is delivered.

The following countries are available for fast logistics:

Norway, Belgium, Italy, Netherlands, Spain, Israel, Switzerland, Sweden, UAE, Canada, Australia, France, Germany, United Kingdom, United States

RETURNS & REFUNDS

What items are returnable?

Any product purchased in the last 30 days

In unworn and unwashed condition

(If the buyer does not like the product or does not feel suitable for himself, he cannot return it)

How do I request a return?

Please contact our customer service team in the Contact Us form and look forward to hearing from you!

Are there any charges for exchanges or returns?

Yes, please contact our customer service team for specific matters!

How soon will I get my refund?

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item

If your return is approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment, within an average of 5-7 business days.

Note: Refunds can take up to 2-5 business days to clear and 7-10 business days for the amount to post to your account, depending on your financial institution.

I need my refund redirected to a different account.

So sorry for the issue! Unfortunately, we are only able to issue a refund to the original point of purchase for the order. Please reach out to your bank for more information on how to reroute the funds to the correct account.

PRODUCTS 

Do you have a size guide?

No, because our customers come from all over the world, but before purchasing, we recommend that you choose according to the product size table. You can try to measure your body first, compare your size with the size information of the website, and choose the most suitable size. Also, the description of the product may be helpful.

If you are not sure what size to choose, please send your favorite product to our customer service team!

Note: Sizing may vary depending on cut and style, but don’t worry! We have an Easy Return policy in case your items do not fit perfectly.

How to check if an item is available

The best way to check if an item (or size) is in stock is to attempt to purchase it. If the item is not in stock, you will not be allowed to proceed to checkout.

If an item isn’t available, you will receive a “currently not available” or “out of stock” message when you attempt to add it to your cart. We can only provide information about items currently in our warehouse. If you have questions about the future availability of a product, please contact us.

What is one size or F size?

It is the right size for most people, but we still recommend that you choose according to the size chart to prevent wrong size.If you are not sure if the size is right, please contact our customer service team in the Contact Us form and look forward to hearing from you!

PAYMENTS & DISCOUNTS

Does it support cash on delivery?

Unfortunately, we do not support this payment method.

How can I pay for my order?

We support Paypal, VISA, MasterCard, AE, JCB, we strongly recommend that you use Paypal for payment, because you can check the payment status, you can avoid the situation of secondary payment, and Paypal has a buyer protection policy!

Will I be charged International Bank Fees?

When placing an order, the final total you see during checkout is in USD. Once your bank pulls the funds, they will account for the current exchange rate. Your bank may or may not charge additional fees for international transactions.
Please reach out to your bank for more information on any additional charges/fees!

Do discount codes expire?

While some things last forever, our discount codes do not. All discount codes will come with an expiration date at the time that they are issued so that you can plan your shopping date accordingly!

Please keep in mind that discount codes cannot be combined with any other offers that may be live on our site at the time that your order is placed. 

Why Isn’t My Promo Code Working?

We recommend copying and pasting your exact code into the coupon box to apply your discount.

Can I combine coupon codes on my order?

Unfortunately, coupon codes cannot be combined, nor can multiple codes be applied to a single order. Coupon codes cannot be combined with any other offers that may be live on our site at the time that your order is placed. 

Always make sure to review your order summary prior to completing checkout to make sure you are snagging the best deal for your goodies! 

Can I get a refund if the price has changed?

Unfortunately, we are unable to honor any promotions for orders placed outside of the promotional time frame as this would be unfair to the rest of our customers. We’re so sorry for any inconvenience, and appreciate your understanding!

It looks like you charged me twice for my order.

If your credit card was declined when you first tried to place your order, you’ll see a pending transaction in your account. Don’t fret! We do not capture funds for declined transactions, and this charge will automatically drop off your statement within a few business days.

OTHERS 

I emailed your customer service team. When will I get a reply?

Our goal is to reply to all emails within 48 hours. Please note that this time frame may be extended during or immediately after the release. Please remember to send it to our customer service mailbox, it must not be other mailboxes, some guests will send to our paypal mailbox, but we will not reply, please forgive me. Be sure to send our customer service email or contact us on the Contact Us form on our website.

In addition, our working hours are from 09:00 to 18:00 Monday to Saturday (UTC / GMT + 08:00)

POPULAR QUESTIONS

How to track my order?

1.Yay, you are so close to receiving your goodies! Once your order ships, you will receive an email with a tracking number that you can use to follow your package’s journey to you.

2.If you have an account with us, you can also access the tracking number for your order there, once it becomes available. You can locate this information under your Account Details, where your full order history is accessible.

Why hasn’t my tracking information updated?

Some shipping providers don’t offer real-time tracking information — they might delay updating the tracking locations by several days. Rest assured, your package is still on its way to you and probably further along than it looks.

In addition, due to the outbreak in China, logistics will be slower than usual.

How can I view my order status without an account?

Unfortunately, you must be logged in to an account when placing your order to be able to view the status of your order. Not to worry, though! All order updates, including confirmation and shipping emails, will be sent to the email address used to place to the order 🙂

How long will my order take?

Most orders will be processed within 5-9 business days of your purchase. After it’s shipped out, average delivery times are 3-10 business days, depending on your location. There may be some delays when there is a sudden, large influx of orders. If it’s an international order, most packages arrive within two or three weeks, though it can take from four to six based upon how your country handles those packages. Unfortunately, there’s nothing we can do on our end to expedite that process.

Why hasn’t my order shipped out in the standard time?

There may be some delays when there is a sudden, large influx of orders. Also, be sure to double-check the product description — was your purchase for a pre-order? Some of our top designs sell out faster than we can make them, so this can add a few days to your order’s processing time.

Can my parcel be redirected to a different address?

Once your order ships, we are unable to make any changes to the shipping address.

I emailed your customer service team. When will I get a reply?

Our goal is to reply to all emails within 48 hours. Please note that this time frame may be extended during or immediately after the release. Please remember to send it to our customer service mailbox, it must not be other mailboxes, some guests will send to our PayPal mailbox, but we will not reply, please forgive us. Be sure to send our customer service email or contact us on the Contact Us form on our website.

In addition, our working hours are from 09:00 to 18:00 Monday to Saturday (UTC / GMT + 08:00)

Is there anything else I need to pay attention to when I check out?

1. Please pay attention to the complete receiving address. If you use PayPal to pay, please use the billing address registered by PayPal as much as possible so that you can enjoy PayPal buyer protection!

2. Please make sure the POSTCODE is correct so that we can quickly find your address.

3. Suggest that you can make a note when you want to receive your order, so we will pay extra attention to the progress of your order.

China简陋版

Shipping

1.Do you ship worldwide?

Yes, we ship worldwide and free shipping if your order amount is more than 50 USD.

2. Where you ship goods from ?

Normally we ship the goods from China. meanwhile we have also warehouse in California. It depends on the situation of warehouse.

3.What is the shipping cost ?

We offer free shipping to USA, UK, Spain, France, Australia,Russia. besides, free shipping will be provided if your order amount is more than 80 USD if you are from other countries.

4. What is the shipping time ?

The time frame for order delivery is divided into two parts:

  • Processing time: Order verification, tailoring, quality check and packaging. All orders are sent to the manufacturers for dispatch within 24 hours after the order is placed. The manufacturer and China Post process the orders, which takes an additional 2–4 days.
  • Shipping time: This refers to the time it takes for items to be shipped from our warehouse to the destination.International delivery usually takes about 15–30 business days. US orders are shipped by e-Packet, which is a US Postal Service product. After processing and leaving the warehouse, items usually take between 7 and 14 days to arrive at their destination but can take longer from time to time.

5. How do I track my package?

You can track your parcel via the Confirmation Email. Also, you can click “Track my Order” link on our website.

Payment & Ordering

1.What payment terms you can accept?

We can accept Paypal, Visa, Mastercard, and American Express.

2. My payment was declined, why?

If your credit card is declined there may be a few reasons why: the card has no funds available, you entered the wrong CSV security code, the card is expired, you entered the wrong billing information, the card does not allow internet purchases (card not present purchases), there is a hold on the card. In any event by calling your issuing bank they can tell you why the card is declining.

Solutions: try a different credit card or try using PayPal as your checkout method (they accept VISA, MasterCard, American Express and Diners Club.

3.How do I cancel my order?

Only unshipped orders may be cancelled. Cancellation may be done either through email or by telephone. Refund will be issued accordingly if card is charged.

4. Is my information is securing using this site?

Absolutely!!! Our Secure Software (SSL) is the industry standard and among the best software available today for secure commerce transactions. It encrypts your credit card number so that it cannot be read as the information travels over the Internet.

5.What if my address is wrong?

If your dress is not available, we will send you an email and/or call you. Please be sure to check your email within 24 hours of placing your order. We will do everything we can to fufill your order.

Return & Refunds

1.What items are returnable?

  • Within 30 days of order date
  • In original condition: resell-able
  • Unused or undamaged
  • In the original packaging

2.How do I return a product?

Once you have alerted us you wish to make a return through an email contact. We will email you a link to start the easy return process.

3. What is your refund policy?

Our complete return policy is located at the RETURNS link at the bottom of the site

4.How will you refund me ?

You can find our refund policy by the link The refund will go back onto the same card you used to place the order with us, and will be paid back to you via a return transaction. Please allow 3-5 days for the funds to show in your account.

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