Introduction

We want every order to be clear, trackable, and properly handled from payment to delivery. This page explains how order cancellation, after-sale requests, refunds, returns, and service support work on our store.

Rule summary

Before shipment

Cancel within the available time window when the order page shows the option.

After shipment

Open a request from the order details page for delivery or item issues.

Request review

Refund, return, resend, or closure depends on the order status and evidence.

Before Shipment

After payment, the store starts preparing your order for shipment. If your order has not been shipped, you may be able to cancel it within 2 hours after payment. When cancellation is available, a “Cancel Order” button will be shown on your order list or order details page, together with the cancellation deadline. If the order is cancelled successfully, the order will be closed and a full refund will be arranged. After the 2-hour cancellation window has passed, or if the order does not meet the cancellation conditions, the order will continue preparing for shipment. In this stage, cancellation or after-sale requests are not available on the order page.

After Shipment

Once your order has been shipped, you can open a service request from the order details page if there is a delivery or item issue.

• The package has not arrived after the expected delivery period.
• Tracking information is abnormal or cannot be verified.
• The item received is damaged, incorrect, incomplete, or not as described.
• You need to request a refund, return, or resend based on the issue.

When the request is available, you will see “Open Dispute” on the order details page. Follow the page instructions to select the item, choose the reason, describe the issue, and upload supporting evidence such as photos, videos, packaging images, or logistics screenshots.

Available Solutions

Refund Only

Request a full or partial refund without returning the item. This option may apply when the package was not received, tracking is invalid, or the item issue can be resolved by refund.

Return for Refund

Return the item first, then receive a refund after the return is confirmed. You may need to provide a valid return tracking number and shipping proof within the required time.

Resend Only

Request the store to send the item again. This option may apply when the package was not received, the item is missing, or a replacement is a better solution.

How Requests Are Handled

After you submit a request, the store will review the order information, shipping status, reason, and evidence. The store may accept your request, offer another solution, or ask you to provide more information. Please check the request page and respond within the time shown on the page. Missing a required response may affect the result of the request. If no agreement is reached, or if the request requires further review, it may be escalated to a Store manager. The Store manager will review the order details, tracking information, evidence from both sides, and the applicable service rules before making a decision.
Submit → Review → Respond → Resolve

Refund Timing

After the request result is confirmed and the order status becomes refunded, the refund will be processed first. The actual time for the money to arrive depends on your original payment method and your payment provider. Card refunds usually take several business days after processing. Local payment methods may be faster. Please check your order status and refund message for the latest progress.

Returns And Shipping Costs

For return and refund requests, please follow the return instructions shown on the request page. Use a trackable shipping method and upload the return tracking information on time. Return shipping cost handling depends on the final responsibility decision and the request result.

Customs And Import Fees

International orders may be subject to customs duties, import taxes, or other local charges. These charges are not included in the item price or shipping fee unless clearly stated. Customs processing may also affect delivery time.

Need Help?

For general questions, please use the available contact channel on the site. For cancellation, refund, return, resend, or after-sale request processing, please use the order details page.