Frequently asked questions

Why cannot I place an order?

If you have problem in placing order, please check the error message received and tell us as soon as possible by visiting contact us page or by mailing us on [email protected]

I got an error message during the payment process. What should I do?

Since at the same time we are handling a large volume of payments, it might take a little longer than normal before you get an update from your bank.

If the order status says:

  • Payment has been verified,this means we have already started processing your payment.
  • Please try again in 6-12 hours for your order status.
I paid for my order already, but I haven’t received a message from my bank. What’s going on?

Because we are processing a high of amount payments at the same time, it might take a bit longer than usual before you get an update from your bank.

  • If the order status says: Payment being verified, it means we’ve already started processing your payment.

  • Please check your order status again in 6 hours.

How do I use a coupon or discount?

When you place your order, you can use your coupon or get a discount. Here’s how:

  • you can place your code on Cart page.
  • or on checkout page on the top left corner.
Which methods of payment do you accept?

We accept all the popular payment methods.

 
The payment has been deducted from my account more than once. What can I do?

Kindly note duplicated payments will be automatically refunded. It takes about 3-20 working days to update into your account.

Do you offer discounts?

Yes! we do you can checkout discounted products on our website

 
Why does it show that a refund is being processed after my order cancellation?

It means your refund is currently being processed for you. Normally, it takes about 3-20 working days to receive it in your bank account. Please wait patiently for the refund.

How do I get a refund by credit card or debit card

You will receive your refund on the same card that you used to pay for your order. It usually takes around 3-20 business days for the money to arrive.

For more information about the refund status, please check the order details page on our website.

It normally takes 3-20 business days for refunds to be processed.
If the refund status is marked as “Complete”, but you can’t find the payment in your bank account, please contact our Customer Service Team.

How can I get a refund if my bank has gone bankrupt?

Refunds can only be sent back to the account with which you used to make the payment. If your bank has gone bankrupt, please contact your card issuer directly for more information.

I have not received my refund on my credit card yet. What can I do?

If you paid with a credit card, the money will be refunded to your card. It usually takes around 3-15 business days for the money to arrive.

If the refund process is marked "complete" but it looks like you did not get your money back yet, please check your bank account first. Some refunds are booked on the date of the purchase. 

f after carefully checking your bank statement you still cannot find your refund, please contact our customer service team.

Note:
1. The bank statement should have an official stamp.
2. Please provide a bank statement from 2 days before the purchase date until 10 business days after the (completed) refund date. For example, if you paid for an order on November 11 and your refund was completed on November 24, please send us the bank statement that shows payments from November 9 - December 8.
3. Mark the purchase of the specific order in your bank statement so that it easy for us to find.

Why is the refund lower than I expected?

Please go to your order details page on our website to find out whether you have applied for a full or partial refund.

Please note that the following costs cannot be refunded:

  1. Currency conversion fees charged by your credit card issuer.
  2. Credit card transaction fees.
  3. Floating exchange rates.
  4. Shipping charges.

 

 

More questions?

Contact our customer team, we're here to help.

Contact us

OR

Email us on - [email protected]