Last updated: November 12, 2026
Contact us on WhatsApp (or by email once the website launches) with your order details. For any problem with an item, please include photos of both the outer packaging and the item. We will confirm receipt and guide you through the next step.
If you cancel before we have purchased the items, you receive a full refund with no service fee. Once items have been purchased but before international dispatch, you can still cancel; we refund everything recoverable minus the service fee and any costs already incurred that cannot be recovered, such as domestic shipping or restocking fees. We will tell you the exact amount before proceeding.
After a parcel has been internationally dispatched, it cannot simply be cancelled. You may refuse delivery or return the parcel, in which case return shipping, customs fees and any loss in value are the buyer's responsibility unless the item is defective or we made an error. Changing an address after dispatch may be impossible or incur carrier fees.
We inspect and photograph every item before shipping. If you receive a wrong or missing item, or an item that is defective or damaged on arrival, tell us within 7 days with photos of the outer box and the item. Where the problem is our error, we arrange a replacement, a re-shipment or a refund as appropriate, and we cover the related costs.
If a parcel appears lost, we open a carrier claim. If it was insured, the refund or replacement is based on the declared value under the insurance policy. If it was uninsured, any refund is limited to the carrier's liability — roughly up to 3× postage for postal services, around 22–26 SDR per kilogram for air transport, and around US$500 per package by sea subject to proving carrier fault. We cannot refund more than the carrier pays when a parcel is uninsured.
If the actual item costs at least 2% less than quoted, we refund the difference; if the difference is under 2%, we retain it. If the item costs up to 2% more, we absorb it; if it costs over 2% more, we pause and you either approve the difference or receive a full refund.
Refunds are returned through the original payment method via Payoneer or PayPal, in the same currency where possible, and never to a third-party account. We process approved refunds within 7–14 business days; the time it takes to reach your account also depends on your provider or bank. Payouts from carrier claims can take longer, and we will keep you updated.
We may update this policy and will post the current version with its “last updated” date. For questions, reach us on WhatsApp at +86 193 5212 1982; a domain email address will be published when the website launches.