1. what should I do if I have problems logging in?
Please follow these instructions:
Check your login details. Your login user name is the e-mail address you used for registration.
If you have forgotten your password, please select the "Forgot your password?" option on the login page. Complete your registration details and select the "Reset password" option.
Please make sure that your web browser accepts cookies.
Our website may be undergoing maintenance. In this case, please wait 30 minutes and try again.
If you still cannot access your account, you can contact our customer service department and point out the problem. We will issue a new password for you and you can change it once you have logged in.
2. can I get a discount if I place a larger order?
Yes, the more pieces you buy, the higher the discount. For example, if you buy 10 pieces, you will receive a 5% discount. If you would like to buy more than 10 pieces, we will be happy to make you an offer. Please contact our sales department and provide the following information:
- The products you are interested in
- The exact order quantity for each product
- Your desired time frame
Our sales department will reply with a quotation. Please note that the larger the order, the higher the percentage.
3. what can I do if I want to add items to or remove items from the shopping cart?
Please log in to your account and select the shopping cart at the top right of the page. You can view all the items that are currently in your shopping cart. If you want to delete an item from the shopping cart, simply click on the "Remove" button next to the item. If you wish to change the quantity for an individual item, simply enter the new amount you wish to purchase in the "Quantity" column.
Frequently asked questions about payment
1. what is PayPal?
PayPal is a secure and trusted payment processing service that allows you to shop online. PayPal can be used when purchasing items by credit card (Visa, MasterCard, Discover and American Express), debit card or e-check (i.e. through your regular bank account). We cannot see your card number as it is securely encrypted via the PayPal server. This limits the risk of unauthorized use and access.
2. can I change my billing or shipping information after payment has been made?
Once you have placed an order, you should not change your billing or shipping address information. If you wish to make any changes, please contact our customer service team - this can take up to 12 hours.
We therefore ask you to enter all data correctly when registering. As well as with Paypal all data such as delivery address and billing address.
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 of the order. You can log in to your customer account to check the order status at any time. When we have received the payment, the order status will show "Processing". As well as invoice download unlocked.
4. do you provide an invoice?
Yes, as soon as we have received an order and payment has been received, the invoice will be sent to you by e-mail.
5. can I use other payment methods to pay for the order, e.g. a credit card or an offline payment method?
We accept credit cards, PayPal etc. as means of payment.
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 confirm my payment?
For your protection, your order will be processed by our payment verification team. This is a standard procedure to ensure that all transactions made on our website are authorized and your future purchases are processed with the highest priority.
After-sales FAQs
1. how can I cancel my order before and after payment?
Cancellation before payment
If you have not yet paid for your order, you do not need to contact us to cancel it. We do not process orders until payment for the order has been received. If your order is more than a week old and is still unpaid, you cannot "reactivate" it by sending a payment because the prices of individual items have changed, along with currency conversions and shipping costs. You will need to resubmit the order with a new shopping cart.
Withdrawal of an order after payment
If you have already paid for an order and wish to cancel, please contact our customer service as soon as possible.
If you are unsure if it is a problem with your order or you would like to change it, please contact our customer service and put the order on hold while you decide. This will pause the packing process while you make changes.
If the package has already been shipped, we cannot cancel or change the order.
If you wish to cancel an existing order because you are ADDING other products, you do not have to cancel the entire order. Simply contact customer service and we will process the updated order; there is usually no additional charge for this service.
If your order is at an early stage of processing, you can change or cancel it at any time. You can request a refund or payment as a credit for future orders.
2. how can I return purchased items?
Before returning items to us, please read and follow the instructions below. Please make sure you understand our return policy and meet all criteria. The first step is to contact our customer service, please provide us with the following information:
A. the original order number
b. The reason for the exchange
C. Photos clearly shows the problem with the article
D. Details of the requested replacement item: the item number, name and color
E. Your delivery address and telephone number
Please note that we cannot process returns that have been sent back without our prior consent. All returned items must have an RMA number. Once we have agreed to accept the returned item, please ensure that you write a note in English with your order number or PayPal ID so that we can locate your order details.
The return or RMA process can only be initiated within 30 calendar days of receiving your items. We can only accept returned products that are in their original condition.
3. under what circumstances can an item be exchanged or returned?
We pride ourselves on the quality and fit of our clothing. All women's clothing we sell is labeled OSRM (Other Special Regulated Materials) and cannot be returned or exchanged after the sale unless it is due to quality issues or mis-shipping.
Quality problems:
Should you find a fault, the item must be returned to us within 30 calendar days of receipt of the garment - it must be unwashed, unused and with all original tags attached. Although we carefully inspect all goods for visible defects and damage before shipping, it is the buyer's responsibility to inspect the product upon arrival to ensure that it is free of defects or problems. Damaged goods due to customer negligence or items without your tags will not be accepted for refund.
Mis-dispatch:
We will exchange your product in cases where the product you purchased does not match the item you ordered. For example, it is not the color you ordered (perceived color differences due to your computer monitor will not be exchanged).
Note:
All returned and exchanged items must be returned within 30 calendar days. Returns and exchanges will only be made for eligible products. We reserve the right to refuse the return and exchange of worn, damaged or removed items. If an item we receive is worn, damaged, has its tags removed or is deemed unacceptable for return and exchange, we reserve the right to return non-conforming items to you. All product packaging must be intact and not damaged in any way.
4 Where can I return the item?
After contacting our customer service department and reaching a mutual agreement, you can send the item(s) to us. Once we have received the item(s), we will confirm the RMA information you have provided and check the condition of the item(s). If all relevant criteria are met, we will process a refund if you have requested one; alternatively, if you have requested a replacement instead, the replacement will be sent to you from our head office.
