Frequently Asked Questions
1. Q: How do I place an order?
A: You can place orders from our website in the fastest and the most secure way. The cardholders need to offer the contact information on the premise so that we will get your name, address, city, state or province, postal code, country, telephone and email, and financial information and ordering information. This information is collected and used to process the transaction and for internal accounting and other procedures. And the system will send an Order Confirmation email to confirm all the information correctly for each order.
2. Q: Do I need to pay the sales tax?
A: No, there is no sales tax on our site.
3. Q: Is it secure to buy on our online store?
A: All online payments are safe and secured. We 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.
4. Q: What can I do, if I cannot place an order successfully online?
A: If you encounter this problem, please try the following steps: First, please clear the cookies, restart the browser, turn off Firewall and then try again. Second, 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. Last, if the above steps don't work, you can contact us.
5. Q: How can i make a return or exchang?
A: Yes, if you are not satisfied with your purchase, you can contact us for exchange or return. Our return policy is within the first 2 weeks after you receive the product. The product must not be worn or damage. 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 bank service charges for item exchange. If you request for a refund, we will deduct the the shipping fee from your account. But if factual proof that fault were caused by us, we would take a full responsibility and would not charge any additional fee.
6. Q: How can I track my order?
A: Usually, we send the item and give you a tracking number within 24 - 48 hours after the order successful, We will email the tracking number and tracking website to you (so please make sure the email you provide is effective). Please note that carrier's website may not update the records and parcel status in time. And if you don't receive your package in 15 working days, please contact customer service for assistance.
7. Q: We got our tracking number two days ago but our order is not showing up in dhl or ems tracking system?
A: Sometimes there is a few days delay if shipping is backed up due to huge demand before goods are showing up in the system.Or tracking systems maybe delayed due to certain factors in DHL or EMS tracking system.
8. Q: Do you accept international orders?
A: Yes, we are professional in processing international business and have rich experience in doing this. Up to now, we accept orders from most of the world countries, such as Australia, Belgium, Canada, Denmark, Finland, France, Germany , Greenland, Japan, Korea, Luxemburg, Malaysia, New Zealand, Norway, Portugal, Spain, Sweden, Switzerland, Taiwan, United Kingdom and the United States directly though our website. If you not sure about the shipping destinations, please contact us and we will reply you timely.
9. 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 contact us. We shall do our best to accommodate your situation. But once your order has been shipped, the order cannot be changed or cancelled.
10. Q:What are the shipping options and delivery time?
A: All orders are Expedited shipping, EMS, DHL are the main methods for delivery, but others are also available just according to your destinations, such as TNT, UPS and others. The estimate arrival time is usually 5-15 days.
11. 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 5-15 days. For refund, it takes about 2-3 days for credit card company to process the refund, you could check your credit card account in 15-60 days later.It mainly depends on the transfer speed between different banks in different countries. Please feel free to contact us if you don't receive it after 60 days!
12. Q: Will I have to pay 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.
13. Q: What should I do if my order never arrived?
A: If your order displays your package has been sent, and you don't receive it in 2 weeks. Please contact customer service for assistance.
14. Q: Can I change or cancel my order after order has been placed?
A: If you want to cancel or change order, then please contact with our customer service within 24 hours. But the client will be charged 10% fees. We also cannot accept the cancellation after we have already shipped the items. You also need to change an incorrect order within 24 hours before it was shipped, so that we can cancel the incorrect order for you to place a new correct order.
15. Q: Do you do back orders?
A: We do not do back orders. The items if you ordered is out of stock then we will contact you as soon as possible to ask a replacement item. The out of stock orders can be cancelled unless a replacement item is requested.
16. Q: I never received my order, what shall I do now?
A: Please contact with our customer service in first time if your order is past the estimated delivery date. You can also check the tracking information on the online post, if it has been delivered, then please check with your family member or neighbors. You also should pay attention to your mail box because the mail service may leave a notice to you from your local postal office. If we determine that your shipment is outside of our estimated delivery time frame, we will initiate a trace with the shipping carrier in order to locate it. Please allow up to 20 business days for the trace to be completed once you alert us of the issue. If the package can be located, it will be delivered to you. If the shipper is not able to locate the original shipment, we will either send a replacement, or issue a refund. As soon as the trace is completed, we will send you a notification via email. We are not responsible for the package if any mistake of shipping information.
17. Q: Why I can't see the refund on my account?
A: As soon as your request is accepted, we will process your refund and automatically apply a credit to your credit card or original method of payment within 7 days. Please check your account firstly then. Please note that depending on your credit card company, it may take additional 15-60 business days after your credit is applied for it to post to your account. But about the exact time that the refund gets to your account, please call your credit card company.
18. Q: I sent you an e-mail 3 days ago, how come, I have no response?
A: We try to reply to e-mails within 24 hours. If you have not received a response from us, your e-mail may have not been received or blocked the emails from us, in order not to waste your time, please add our email to your list after you place the order. We receive many customers e-mails every day and try to respond to them all, but sometimes your e-mail may get accidentally deleted by our SPAM blocking. Please e-mail us again if you have not received an reply within 1 days except weekends allow for 2 days.
19. Q: Are your items all authentic ?
A: All products from our site are provided by official cooperation factory, the difference is that our pandora do not have the identity number which official store could provide and we could offer hongkong invoice only.
20. Q: Is there any chance I can contact with your company through telephone?
A: We are very sorry we do not serve you through telephone now. Our customer service serves all the clients through email in business days. Please Contact Us if you are not clearly about the FAQ, email our customer service. Thanks for your visiting, supporting and ordering and enjoy your shopping on our online store , Thank you!
Frequently Asked Questions