1. What should I do if I have trouble logging in?
Please follow these instructions:
Check your login details. Your login
username is the email address you used for registration.
If you have forgotten your password, please
select the “Forgot your password?” option on the Sign In page. Complete the
information regarding your registration details and select the “Reset your
password” option.
Please make sure that your web browser
accepts cookies.
Our website may be undergoing system
maintenance. If so, please wait 30 minutes and try again.
If you are still unable to access your
account, you can contact our Customer Service Department and indicate the
problem. We will assign a new password for you and you can change it once you
log in.
2. Can I get a discount if I
make a larger order?
Yes, the more pieces you purchase, the
higher the discount. For example, if you buy 10 pieces, you will obtain a 5%
discount. If you are interested in purchasing more than 10 pieces, we would be
happy to provide you with a quote. Please contact our Sales Department and
provide the following information:
– The product(s) that you are interested in
– The exact order quantity for each product
– Your desired timeframe
– Any special packing instructions, e.g.
bulk packing without product boxes
Our Sales Department will reply to you with
a quotation. Please note that the larger the order, the more postage you will
save. For instance, if your order quantity is 20, the average shipping cost per
unit will be much cheaper than if you just buy one piece.
3. What should I do if I want
to add or remove the items in the cart?
Please sign into your account and select
the shopping cart on the top right of the page. You will be able to view all of
the items that are currently in the shopping cart. If you wish to delete an
item from the cart, simply click on the “Remove” button next to the item. If
you wish to change the quantity for any individual item, simply enter the new
amount you want to purchase in the “Qty” column.
Payment FAQs
1. What is PayPal?
PayPal is a secure and trustworthy payment
processing service which allows you to shop online. PayPal can be used when
purchase items by Credit Card (Visa, MasterCard, Discover, and American
Express), Debit Card, or E-Check (i.e. using your regular Bank Account). We
cannot see your card number as it is securely encrypted through PayPal’s
server. This limits the risk of unauthorized use and access.
2. After making a payment, can
I change my billing or shipping information?
Once you have placed an order, you should
not change your billing or shipping address information. If you want to make a
change, please contact our Customer Service Department as soon as possible
during the order processing stage to indicate your request. If the package has not
been dispatched yet, we will be able to ship to the new address. However, if
the package has already been shipped, then the shipping information will not be
able to be changed while the package is in transit.
3. How do I know if my payment
has been received?
Once your payment has been received, we
will send you a notification email to inform you about the order. You can also
visit our store and log into your customer account to check the order status at
any time. If we has received payment, the order status will show “Processing”.
4. Do you provide an invoice?
Yes. Once we have received an order and
payment has been cleared, the invoice will be sent to you via email.
5. Can I use other payment
methods to pay for the order, such as a credit card or an offline payment
method?
We accept credit card, PayPal, etc, as the
payment methods.
1). Credit Card.
including Visa, MasterCard, JCB, Discover
and Diners.
2). PayPal.
The most convenient payment method in the
world.
3). Debit Card.
including Visa, MasterCard, Visa Electron.
6.Why am I being asked to
“Verify” my payment?
For your protection, your order is being
processed by our payment verification team, this is a standard procedure to
make sure all transactions made on our site are authorized and your future
purchases will be processed in top priority.
Shipping FAQs
1. How do I change the shipping
method?
Once you have placed an order, the shipping
method should not be altered. However, you can still contact our Customer
Service Department. Please do this as soon as possible during the order
processing stage. It may be possible for us to update the shipping method if
you cover any difference incurred in the shipping cost.
2. How do I change my shipping
address?
In the event that you wish to change the
shipping address after placing an order, please contact our Customer Service
Department as early as possible during the order processing stage to indicate
your request. If the package has not been dispatched yet, we will be able to
ship to the new address. However, if the package has already been shipped, then
the shipping information will not be able to be changed while the package is in
transit.
3. When will I receive my items
after I place an order?
The duration depends on the shipping method
and the destination country. Delivery times vary based on the shipping method
used. If the package cannot be delivered on time due to war, flood, typhoon,
storm, earthquake, severe weather conditions, or any other situation which
cannot be foreseen or avoided, then delivery will be postponed. In the event of
such delays, we will work on the issue until there is a positive solution.
4. Do you ship to my country
and what are the shipping rates?
We ship worldwide. The exact shipping rate
varies based on the item weight and the destination country. We will always
suggest the most appropriate shipping weight for our customers to help to save
money. Our goal is always fast and secure delivery of items to our customers.
5. Why is the shipping cost on
some items so expensive?
The delivery cost depends on the shipping
method that is selected, along with the shipping time and the destination
country. For example, if the shipping cost between UPS and FedEx is 10 US
dollars, our advice is to choose which option best meets your individual needs,
based on price and shipping time.
6. Does the product price
include the shipping price?
The product price does not include the
shipping price. The online ordering system will generate a shipping quote for
your order.
7. How do I know if my items have
been shipped or not?
When your items have been dispatched, we
will send a notification email to your registered email address. The tracking
number is normally available within the next few days of dispatch and we will
update the tracking information on your account.
8. How do I track my order?
Once we provide you with the tracking
number, you will be able to check the item delivery status online by accessing
the website of the relevant delivery company.
9. Why is my tracking number
invalid?
The tracking information normally appears
after 2-3 business days following dispatch. If a tracking number is not
searchable after this period of time, there are several possible causes.
The shipping companies have not updated the
delivery information on the website with the most up-to-date status; the
tracking code for the package is incorrect; the parcel has been delivered a
long time ago and the information has expired; some shipping companies will
remove the tracking code history.
We would advise you to contact our
dedicated Customer Service Department and provide them with your order number.
We will contact the shipping company on your behalf, and you will be updated
once there is any further information.
10. If Customs duties are
incurred, who is responsible for them?
Customs is a governmental agency
responsible for regulating the shipments entering a specific country or region.
All shipments being sent to or from region must clear Customs first. It is
always the buyer’s responsibility to clear customs and pay the relevant Customs
duties. We do not add taxes, VAT, duty, or any other hidden charges.
11. If my items are detained by
Customs, who is responsible for clearance of the items?
If the items are detained by Customs, the
buyer is responsible for clearance of the items.
12. What if my parcel is seized
by Customs?
If your items cannot be cleared from the
customs, please contact us first. We will conduct further investigations with
the shipping company on your behalf.
13. After payment has cleared,
how long do I wait until my order is sent out?
Our handling time is 3 business days. This
means that your item(s) will generally be sent out in 3 business days.
After Sales FAQs
1. How can I cancel my order,
before and after payment?
Cancellation before payment
If you have not paid for your order yet,
then there is no need for you to contact us to cancel it. We do not process
orders until a matching payment has been received for the order. If your order
is more than a week old and is still unpaid, you will not be able to
“reactivate” it by sending a payment, because the prices of the individual
items may have changed, along with the currency conversions and shipping rates.
You will need to submit the order again with a new shopping cart.
Withdrawing an order after payment
If you have already paid for an order and
want to cancel it, please contact our Customer Service Department as soon as
possible.
If you are not sure about an issue relating
to your order or you wish to change it, please contact our Customer Service
Department and put the order on hold while you decide. This will suspend the
packaging process while you make changes.
If the package has already been dispatched,
then we are not able to cancel or change the order.
If you wish to cancel an existing order
because you are ADDING other products, there is no need to cancel the entire
order. Simply contact out Customer Service Department and we will process the
updated order; there is usually no additional fee for this service.
Generally, if your order is in an early
part of the processing stage, you may still be able to change or cancel it. You
can ask for a refund or provide the payment as credit for future orders.
2. How can I return purchased
items?
Before returning any items to us, please
read and follow the instructions below. Please make sure that you understand
our return policy and that you meet all the criteria. The first step is to
contact our After Sales Service, please provide us with the following
information:
a. The original order number
b. The reason for the exchange
c. Photographs clearly showing the problem
with the item
d. Details of the requested replacement
item: the item number, the name and color
e. Your shipping address and phone number
Please note that we are unable to process
any returned items which have been sent back without our prior agreement. All
returned items must have an RMA number. Once we have agreed to accept the
returned item, please make sure you write a note in English containing your
order number or PayPal ID so that we are able to locate your order
information.
The return or RMA process can only be
initiated within 30 calendar days upon receipt of your items. We can only
accept returned products that are in their original condition.
3. Under which circumstances
would an item be able to be exchanged or returned?
We pride ourselves in the quality and fit
of our clothes. All the Women’s Clothing that we sell are designated as OSRM
(Other Special Regulated Materials) and, once sold, cannot be returned or
exchanged in cases other than quality issues or mis-shipment.
Quality Issues:
Should you find any item to be materially
defective, the item must be returned to us in the same condition as it was sent
within 30 calendar days after receiving the garment-it must be unwashed, unworn
and with all the original tags affixed. Although we carefully check all
merchandise for visible defects and damage prior to shipment, it is the buyer’s
responsibility to check the product upon its arrival to make sure it is free
from any defects or problems. Damaged goods due to client negligence or items
without their tags will not be accepted for refund.
Mis-shipment:
We will exchange your product in cases
where the purchased product does not match the item ordered. For instance, it
is not the color that you ordered (perceived color differences due to your
computer monitor will not be exchanged), or the item you received does not
match the style that you ordered.
Please note:
All returned and exchanged items must be
returned within 30 calendar days. Returns and exchanges will only occur for
eligible products. We reserve the right to refuse the return and exchange of
any items that have been worn, damaged, or had the tags removed. If an item we
receive has been worn, is damaged, has had its tags removed, or is deemed
unacceptable for return and exchange, we reserve the right to return to you any
non-compliant pieces. All product packaging must be intact and not damaged in
any way.
4. Where do I return the item?
After contacting our Customer Service Department
and reaching mutual agreement, you will be able to send the item(s) to us. Once
we have received the item(s), we will confirm the RMA information you have
provided and review the condition of the item(s). If all of the relevant
criteria have been met, we will process a refund if you have requested one;
alternatively, if you have asked for an exchange instead, the replacement will
be sent to you from our headquarters.