Shopping FAQs

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.

Nous acceptons tous les modes de paiement suivants pour un paiement en ligne sécurisé :

1. Carte de crédit & Carte de débit.

y compris Visa, MasterCard, JCB, Discover, etc.

2. PayPal.

Vous pouvez connecter votre compte PayPal, carte de crédit, carte de débit ou compte bancaire à PayPal pour acheter nos produits. Après avoir soumis une commande, vous serez redirigé vers PayPal pour finaliser la transaction.

3. Carte de crédit via PayPal

Carte de crédit via PayPal (Visa, MasterCard, JCB, Discover et Diners).

4. Western Union

Veuillez nous contacter au Centre de support pour plus de détails. Il s'agit d'un mode de paiement rapide, fiable et sécurisé.

Note : Veuillez nous fournir les informations suivantes après avoir effectué le paiement par Western Union.

1) Le numéro de contrôle à 10 chiffres.

2) Nom de l'expéditeur.

3) Le montant exact envoyé.

4) Adresse de l'expéditeur.

5) Votre adresse de livraison.

6) Votre numéro de commande.

7) Le pays d'envoi.

8) Nom du destinataire.

Nous expédions dans le monde entier vers presque tous les pays à travers le monde, nous faisons appel aux services de grands transporteurs internationaux de confiance pour garantir que votre colis arrive rapidement et en toute sécurité. Nous proposons également la livraison gratuite à tarif fixe sur tous nos produits vers la plupart des destinations.

Commande réussie

Après avoir passé avec succès votre commande, vous recevrez une confirmation par e-mail de notre part. Si vous avez des demandes pour votre commande, veuillez nous en informer dès que possible avant que votre article entre en phase de traitement.

Traitement

Remarque : Pour les commandes avec plusieurs articles, le temps de traitement sera basé sur l'article ayant le plus long temps de traitement.

Nous effectuerons des contrôles de qualité stricts sur vos articles et nous assurerons qu'ils sont correctement emballés avant de les préparer pour l'expédition. Nous sommes heureux d'annoncer que la plupart des commandes peuvent désormais être expédiées dans les 24 heures. Veuillez noter qu'une petite quantité de commandes peut encore nécessiter entre 3 et 5 jours ouvrables en fonction de la disponibilité des stocks.

Veuillez noter que le temps de traitement n'est pas inclus dans le délai de livraison. Le temps total nécessaire pour recevoir votre commande est le temps de traitement + le temps de livraison. Si vous rencontrez des problèmes avec votre commande, vous pouvez soumettre un ticket à notre Centre de support pour obtenir une assistance supplémentaire. Notre équipe dédiée du service clientèle vous contactera dans les 24 heures.

Expédition

Nos partenaires avec de grandes compagnies de transport internationales pour offrir différentes méthodes.

Vous pouvez choisir votre méthode d'expédition préférée sur la page d'informations de commande lors du processus de paiement.

Remarque : Les délais de livraison peuvent être affectés pendant les jours fériés car les fabricants et les transporteurs limiteront leurs opérations pendant ces périodes. Bien que cela soit malheureusement hors de notre contrôle, nous ferons de notre mieux pour améliorer cette situation.

Livré

Remarque : Pour les numéros de suivi, il peut s'écouler quelques jours avant qu'ils ne deviennent actifs sur le site de suivi. Si les informations ne sont pas disponibles, veuillez réessayer plus tard. Soyez assuré que le délai de livraison estimé est valable indépendamment des mises à jour du site de suivi.

Nous recommandons vivement aux clients d'acheter un numéro de suivi et une assurance expédition lors du paiement pour avoir l'esprit tranquille en attendant leur colis.

Taxe

Veuillez noter que tous les colis sont expédiés depuis différents entrepôts. Nos articles sont expédiés en franchise de droits et par conséquent, des taxes d'importation peuvent être perçues en fonction des douanes de votre pays et de la méthode d'expédition. Vous pouvez vérifier auprès de votre bureau de douane local pour plus d'informations.

Contactez-nous

Si vous rencontrez un problème pendant le délai de livraison ou après avoir reçu l'article, n'hésitez pas à nous contacter, nos représentants du service clientèle vous offriront une solution satisfaisante. 

Nous sommes fiers de la qualité de nos produits avec des contrôles stricts de qualité en place. Pour vous offrir une tranquillité d'esprit supplémentaire, nous offrons également une garantie de retour de 30 jours complète pour chaque commande. Achetez en toute confiance et profitez d'une excellente expérience d'achat!

Articles Retournables

Les articles qui peuvent être retournés/remboursés ou échangés dans les 30 jours suivant la réception doivent suivre les critères ci-dessous:

1. Articles défectueux endommagés/cassés ou souillés à l'arrivée.

2. Articles reçus dans la mauvaise taille/couleur.

3. Article(s) non lavé(s), non porté(s) et non utilisé(s) qui n'ont pas répondu à vos attentes dans les 30 jours suivant la réception.

Articles Non-Retournables

Nous n'accepterons pas les retours dans les conditions suivantes:

1. Articles en dehors de la période de garantie de 30 jours.

2. Articles lavés, portés, utilisés ou mal utilisés.

Remarques: Tous les retours doivent être autorisés par notre équipe via le Centre de Support. Un article retourné sans un Formulaire de Marchandise Retournée (RMA) ne sera pas accepté.

Processus de Retour & Délai

Veuillez suivre attentivement notre processus de retour pour minimiser les retards:

1. Si votre article est retournable (voir ci-dessus), veuillez soumettre un ticket dans notre Centre de Support en indiquant votre:

Numéro de commande

Nom du produit

Raison du retour

2. Notre équipe de service clientèle répondra à votre demande dans les 24 heures et vous fournira un Formulaire de Marchandise Retournée (RMA) ainsi que notre adresse de retour.

3. Veuillez retourner l'article selon nos instructions sur le formulaire RMA et nous envoyer une preuve de retour sous forme de numéro de suivi et un reçu de retour valide.

4. Une fois que nous aurons reçu l'article retourné, nous vous enverrons un e-mail et organiserons un échange ou un remboursement dans les 3 jours.

Veuillez prévoir entre 3 et 6 jours ouvrables pour que notre équipe après-vente traite votre demande. Après cela, veuillez noter les délais de remboursement ci-dessous:

Pour les remboursements par carte de crédit, veuillez prévoir entre 7 et 14 jours ouvrables pour que la transaction soit traitée.

Pour les remboursements PayPal, veuillez prévoir jusqu'à 48 heures pour que la transaction apparaisse sur votre compte.

Pour les remboursements de portefeuille (crédit magasin), veuillez prévoir 24 heures pour que votre compte soit mis à jour.

Frais de Retour & Adresse d'Expédition

Nous visons à offrir des services qui bénéficieront à tous nos clients fidèles. Tous nos autres clients dans le monde entier peuvent retourner à notre entrepôt. Veuillez toujours nous contacter avant de retourner les articles en soumettant un ticket pour obtenir un formulaire R.M.A (Autorisation de Marchandise Retournée) avec l'adresse correspondante.

1. Tous les frais d'expédition sont à la charge du client. Cela inclut les frais d'expédition pour un retour ou un échange. Les frais d'expédition ne sont pas remboursables.

2. Veuillez contacter votre bureau de poste local pour confirmer les frais d'expédition de retour réels. Nous vous recommandons d'utiliser la méthode d'envoi par avion enregistré la moins chère disponible.