FAQ
ORDERING
Do I need to have an account to order?
No, you can place an order as a guest. However, there are some perks if you have an account with us:
Quick checkout process
Easily view your order status and history
Receive updates on new releases and special promotions
WHAT IF I FORGOT MY PASSWORD?
On the login page, click “Lost password?” to be redirected to a page where you can create a new password.
WHAT IF I TYPED THE WRONG EMAIL ADDRESS?
Please contact us to change your email address. We can update your email address, name, and address, but we cannot change your order.
ARE THERE ANY EXCHANGE RATES?
All transactions are based in Australian Dollars. If your credit card is in another currency, your order total will be calculated according to the daily exchange rate on the date your card issuer processes the transaction.
WHAT PAYMENT METHODS DO YOU ACCEPT?
We accept all major credit cards (VISA, Mastercard, AMEX) and PayPal. 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, your information is entered into an SSL secure 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 to accept or decline any order, or any part of an order, at our discretion, even after a customer receives an order confirmation or after the credit card has been authorized. If the credit card has already been authorized and the order is canceled, we will issue a credit to the original payment method.
Any cancellation made after an order has been placed will incur a cancellation fee of 30% of the total price, regardless of the time elapsed since the order was placed. This fee covers the merchant processor/credit card charges for cancellations.
Please note that orders that have already been packed or shipped cannot be canceled.
HOW DO I SET MY SHIPPING ADDRESS?
Since our website and service are based on English, all the information you enter must be in English, including punctuation. If your address contains non-English letters, please use similar English letters instead. For example, you may change the letter "é" to "e".
CAN I CHANGE MY SHIPPING ADDRESS AFTER PLACING AN ORDER?
Your shipping address cannot be revised after the order has been processed or shipped. Please update your shipping address to your residential address instead of a vacation address, as we do not know how long the destination’s customs department will hold the package.
WHEN WILL MY ORDER ARRIVE?
The delivery time depends on the shipping option you choose. Once the order has shipped, we will email your tracking information the next day, as tracking information generally becomes available 24 hours after shipping. We are not responsible for delays caused by your country's customs department.
HOW DO I TRACK MY ORDER?
We will email your tracking information as soon as your order has shipped. You will usually receive the tracking number one day after your order has shipped.
CAN I USE SEVERAL DISCOUNT CODES IN ONE ORDER?
Promotion and discount codes cannot be used together unless stated otherwise.
WHAT DO I DO IF I HAVE MISSING ITEMS IN MY ORDER?
If something is missing, please contact us immediately.
SHIPPING AND CUSTOMS
WHEN WILL MY ORDER BE PROCESSED?
All orders are handled and shipped from our warehouse in China. Please allow extra time for your order to be processed during holidays and sale seasons.
We process orders between Monday and Friday. Orders will be processed within 2-3 business days from the order date and shipped the next day after processing. Please note that we do not ship on weekends.
Please contact us if you do not receive tracking confirmation within 5 business days from the day you completed your payment.
How will my order be shipped?
For shipping methods, please read our Shipping page.
RETURNS
HOW DO I RETURN AN ITEM?
If you are not happy with your purchase and wish to return an item, please contact us within 30 days of receiving your order. Please provide your order number and the reason for your return. Our customer service team will review the return request and send further instructions if the return is approved.
For a list of final sale items, please see our Returns Policy. All returns must be in original condition with packaging intact.
Will shipping be covered for my returns?
All return shipping fees and other miscellaneous fees are the customer's responsibility.
What if the item(s) I received is defective/incorrect/damaged?
Please contact us within 7 days of receiving your order if you received incorrect, missing, or defective merchandise. Please include your order number, photographs of the item(s), and all related references upon receiving your package. We will do our best to resolve your case as soon as possible.
HOW LONG IS THE RETURNS PROCESS?
Processing returns may take up to 14 business days from the day we receive your return. We will email you to confirm once your return has been processed.
WHEN WILL I RECEIVE MY REFUND?
All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 7-10 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account.
If you haven't received a credit for your return yet, here's what to do: Contact the bank/credit card company. It may take some time before the refund is posted to your account.
Do I need to have an account to order?
No, you can place an order as a guest. However, there are some perks if you have an account with us:
Quick checkout process
Easily view your order status and history
Receive updates on new releases and special promotions
WHAT IF I FORGOT MY PASSWORD?
On the login page, click “Lost password?” to be redirected to a page where you can create a new password.
WHAT IF I TYPED THE WRONG EMAIL ADDRESS?
Please contact us to change your email address. We can update your email address, name, and address, but we cannot change your order.
ARE THERE ANY EXCHANGE RATES?
All transactions are based in Australian Dollars. If your credit card is in another currency, your order total will be calculated according to the daily exchange rate on the date your card issuer processes the transaction.
WHAT PAYMENT METHODS DO YOU ACCEPT?
We accept all major credit cards (VISA, Mastercard, AMEX) and PayPal. 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, your information is entered into an SSL secure 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 to accept or decline any order, or any part of an order, at our discretion, even after a customer receives an order confirmation or after the credit card has been authorized. If the credit card has already been authorized and the order is canceled, we will issue a credit to the original payment method.
Any cancellation made after an order has been placed will incur a cancellation fee of 30% of the total price, regardless of the time elapsed since the order was placed. This fee covers the merchant processor/credit card charges for cancellations.
Please note that orders that have already been packed or shipped cannot be canceled.
HOW DO I SET MY SHIPPING ADDRESS?
Since our website and service are based on English, all the information you enter must be in English, including punctuation. If your address contains non-English letters, please use similar English letters instead. For example, you may change the letter "é" to "e".
CAN I CHANGE MY SHIPPING ADDRESS AFTER PLACING AN ORDER?
Your shipping address cannot be revised after the order has been processed or shipped. Please update your shipping address to your residential address instead of a vacation address, as we do not know how long the destination’s customs department will hold the package.
WHEN WILL MY ORDER ARRIVE?
The delivery time depends on the shipping option you choose. Once the order has shipped, we will email your tracking information the next day, as tracking information generally becomes available 24 hours after shipping. We are not responsible for delays caused by your country's customs department.
HOW DO I TRACK MY ORDER?
We will email your tracking information as soon as your order has shipped. You will usually receive the tracking number one day after your order has shipped.
CAN I USE SEVERAL DISCOUNT CODES IN ONE ORDER?
Promotion and discount codes cannot be used together unless stated otherwise.
WHAT DO I DO IF I HAVE MISSING ITEMS IN MY ORDER?
If something is missing, please contact us immediately.
SHIPPING AND CUSTOMS
WHEN WILL MY ORDER BE PROCESSED?
All orders are handled and shipped from our warehouse in China. Please allow extra time for your order to be processed during holidays and sale seasons.
We process orders between Monday and Friday. Orders will be processed within 2-3 business days from the order date and shipped the next day after processing. Please note that we do not ship on weekends.
Please contact us if you do not receive tracking confirmation within 5 business days from the day you completed your payment.
How will my order be shipped?
For shipping methods, please read our Shipping page.
RETURNS
HOW DO I RETURN AN ITEM?
If you are not happy with your purchase and wish to return an item, please contact us within 30 days of receiving your order. Please provide your order number and the reason for your return. Our customer service team will review the return request and send further instructions if the return is approved.
For a list of final sale items, please see our Returns Policy. All returns must be in original condition with packaging intact.
Will shipping be covered for my returns?
All return shipping fees and other miscellaneous fees are the customer's responsibility.
What if the item(s) I received is defective/incorrect/damaged?
Please contact us within 7 days of receiving your order if you received incorrect, missing, or defective merchandise. Please include your order number, photographs of the item(s), and all related references upon receiving your package. We will do our best to resolve your case as soon as possible.
HOW LONG IS THE RETURNS PROCESS?
Processing returns may take up to 14 business days from the day we receive your return. We will email you to confirm once your return has been processed.
WHEN WILL I RECEIVE MY REFUND?
All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 7-10 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account.
If you haven't received a credit for your return yet, here's what to do: Contact the bank/credit card company. It may take some time before the refund is posted to your account.