FAQS

Questions about Order Placing:

 

Q:Do I need to pay the sales tax?

A: No, there is no sales tax on our site.

 

Q: What are the accepted payment methods?

A: We accept Credit Cards, Western Union and Bank Transfer.

 

Q: Do you accept international orders?

A:Yes, we accept orders from Australia, Belgium, Canada, Finland, France, Germany, Greece, Greenland, Hong Kong, Ireland, Japan, Korea, Luxemburg, Malaysia, New Zealand, Norway, Portugal, Spain, Sweden, Switzerland, Taiwan, United Kingdom and the United Stated directly though our website. If your country or area is not in the list, please send email to us! We can ship your order almost anywhere in the world via EMS and DHL.

 

Q: Can I pay over the phone?

A: Sorry, currently we don't accept any payment over phone. Please visit our website to pick your favorite items and finish your payment on-line.

 

Q: Is my payment secure?

A: All online payments are saved and secured. Our online store has created a secure transaction environment. The ordering system we used is the industry standard for encryption technology-to protect your private information registered on our site. The encryption system provides you with security and peace of mind when your browser and local network supports the use of encrypted data transmissions.

 

Q: What should I do if I am getting an error when I pay with my credit card?

A: If you are trying to checkout using credit card as your payment method but receiving an error, please go back and place an order again, your previous orders placed without payment should be cancelled within 24 hours. Please check with your credit card company to verify that your card is in good standing, if your three orders or more did not go through, please contact us for assistance.

 

Q: What would happen if my order did not go through but my credit card charged?

A: If you did not receive an order confirmation number at the end of the transaction, your order was not completed. If your credit card is charged for the unsuccessful order, our web store will return funds to your credit card account. The refund will appear on to your credit card account within 24-48 hours, depending your credit card company’s processing time. All successful orders that receive an order confirmation number will be charged when the item is shipped from our warehouse.

 

Q: What can I do, if I cannot place an order successfully online?

A: If you encounter this problem, please try the following steps: 1st, Please clear the cookies, restart the browser, turn off Firewall and then try again. 2nd, if the problem persists, please change another computer or another internet browser, such as Firefox, and then try. Or you can try to login after several hours. 3rd, if the above steps don't work, you can send email to us.

 

 

Questions about Order Processing:

 

Q: Are all your items in stock?

A: Generally speaking, all of our items listed on the website are available. But occasionally some items may be out of order due to strong demand. If you pickup your item and pay for it, but for any reason it is not available, we will contact you as quickly as possible, and either suggest you to choose the other similar item or process a promptly refund to your account.

 

Q: Can I change my order after my credit card is charged?

A: Please be advised that once an order has been placed and processed, it is difficult to make modification and cancelation. If you want to change your order, please email us or contact our online-support directly with your order number. We shall do our best to accommodate your situation. But once your order has been shipped, the order cannot be changed or cancelled.

 

Q: Can I cancel my order?

A: Cancellation must be requested before the item has been shipped. We typically processed the order within 6 hours and shipped the item within 6 -24 hours. After the item has been shipped, the order cannot be cancelled.

 

Q: How do I cancel an order?

A: Please contact our Customer Service Department via email or msn within 6 hours of purchasing. But please be advised that sometimes the items are shipped within 6 hours after the placement of the order, depending on the time you place the order – the closer to the parcel pick-up time (by shipping companies), the faster the items are shipped. Also, please note that we are in the Time Zone of GMT-E8 – eight hours ahead of Greenwich, UK.

 

Q: What are the shipping options and delivery timeframes for orders placed on our web store?

A: The time for delivering depends on your location, the item(s) you ordered. Usually, we will arrange your shipment in 12 hours once your payment is cleared (sometimes within 6 hours). There are two shipping methods: EMS and DHL Express. EMS is the main shipping method. It takes about 3-10 business days to arrive your country/area. DHL Express usually takes 3-5 business days. For some further far away countries/areas, such as Italy, Netherlands etc, we recommend you to use DHL Express. For more shipping information, please link Return Policy.

 

 

Q: How can I track my order?

A: You can check the status of your order at any time by going directly to the Order Status section on our web store. Please note that you should have the order number and e-mail address to track the order status. We will e-mail the tracking number to you. You can also track your order status on carrier's website. Please note that carriers may not update the records and parcel status in time.

 

Questions about After-Sales:

 

Q: How do I return a product purchased at our web store?

A: We design our products to bring quality and performance to our customers' active life. We feel the same way about customer service. If you need to return or exchange an item, we will gladly make it happen. Items can be returned for a refund or exchange for any reason within 14 days of the date of purchase. After 14 days, items must be unworn and unwashed to receive a refund or exchange. Refunds will be issued based on the original form of payment.

Without a receipt:

Items purchased from our store can be returned or exchanged at the selling price if the item is unworn and unwashed.

 

Reserving the Right:

 

Our web store reserves the right to make adjustments to the Return Exchange policy. Special circumstances may require partnership with corporate business partners. For more information, please click

 

Q: How long will it take to process the exchange or refund?

A: Total time is composed of two parts. The first part is the processing time. This is the time from when your request of exchange or refund, plus our processing procedure. The second part is the actual shipping time. This is the time that it takes for the package to be exchanged and redelivered to you. It usually takes 7-10 days. For refund, it takes about 7-21 working days for Credit Card Company to process the refund.

 

Q: Will I have to pay any additional fee for the exchange or refund?

A: It depends. If for any reason you are not satisfied with the item, but the fault are not caused by us, you should pay for the shipping fee and the reshipping fee for item exchange. If you request for a refund, the initial shipping is not refundable. But if factual proof that fault were caused by us, we would take a full responsibility and would not charge any additional fee.