FAQ
ORDERS
When will my order be processed?
All orders are handled and shipped from our warehouse. Please allow extra time for processing during holidays and sale seasons. We process orders Monday through Friday and aim to process them within 1-3 business days. Orders are shipped the following day after processing. Please note that we do not ship on weekends.
Can I change or cancel my order?
To ensure we process orders as quickly as possible, please submit any change or cancellation requests within 12 hours of placing your order. Requests made after this time cannot be processed. Once your order is received, you can return it for a full refund.
What if the item(s) I received are defective, incorrect, or damaged?
If you receive incorrect, missing, or defective items, please contact us immediately. Be sure to include your order number, photos of the items, and any relevant details. We will work to resolve the issue as quickly as possible.
What should I do if I don't receive my order?
If your order hasn’t arrived within 30 days of shipping, please contact us. We'll assist you in resolving the issue and ensure you're eligible for a full refund if the order hasn't been delivered by then.
SHIPPING & RETURNS
Do you ship internationally?
Yes, we offer international shipping to many locations around the world. No matter where you're located, we'll ensure your order reaches you securely.
How long will it take to receive my order?
Due to high demand, orders may take between 2-4 weeks to arrive. Delivery times can vary based on your location and the shipping method. We appreciate your patience!
Where do you ship from?
We ship directly from Hong Kong to ensure a secure and reliable delivery.
Will I be charged with customs and taxes?
The prices on our site are tax-free in GBP (British Pounds). You may be liable for import duties, taxes, and customs fees once your order reaches its destination, determined by your local customs office. These charges are your responsibility and will not be covered by us. We are not responsible for any delays caused by customs. For more details, please contact your local customs office.
How do I return an item?
To return an item, please contact us with your order details. We'll provide you with the instructions for the return process.
When will I receive my refund?
Refunds will be credited to your original payment method. If you paid by credit or debit card, the refund will be processed within 7-10 business days after we receive the returned item or cancellation request. For questions about when the credit will appear on your account, please contact your card-issuing bank. If you haven't received the refund yet, we recommend reaching out to your bank or credit card company, as it may take some time to post.
PAYMENTS
What payment methods do you accept?
- All major credit cards (Visa, MasterCard, and Maestro)
- PayPal (To register for a PayPal account, please visit paypal.com)
- Apple Pay
- Google Pay
Why has my payment been refused?
After the authorisation, a transaction can still fail. If the transaction fails after authorisation the funds will still be reserved on your bank account. Although they have not been debited, they may appear to have been collected. Please note that after authorisation the reserve can last up to 30 working days before it is lifted. This may change depending on banks and credit providers.
The reasons for such failure may simply be:
- The card limit has been reached
- The card information entered is wrong
- The card reached the maximum number of charges allowed in a period
- The billing address does not match with the cardholder details
- The card does not allow online transactions
In other cases, the reasons are less obvious and may relate to the ever-increasing fraud prevention and other security measures implemented by credit card companies to protect the cardholder against card abuse.