FAQs
About Payment
What payment methods are supported by the website?
We support multiple payment methods, including credit cards (such as Visa, MasterCard, American Express, etc.), debit cards, PayPal, iDEAL, etc. In the future, we will open up more payment methods for your use, such as Pay Later, installment payment, cash on delivery, bank transfer, check payment, and so on.
What credit cards can I use for payment?
We accept most types and brands of credit cards. However, whether the payment is successful depends on the regulations of your credit card issuer, such as currency support policies. For details, please consult your credit card issuer.
Why did the payment fail?
- Please check whether the credit card information you entered is correct. Incorrect input will lead to payment failure.
- If payment fails due to a page that cannot be loaded, please first check whether your network connection is normal. If it is a computer, try to change the network and try again. If it is a mobile phone, try to change WIFI or mobile network and try again. If the network is all normal, you can try refreshing the page or changing the browser and try paying again. If the problem is still not resolved, please contact our customer service team for assistance.
- You may also encounter other situations of payment failure. Please ensure that your credit card has sufficient credit limit or your credit card is in normal status. If the credit card limit is insufficient, please replace the credit card and try to pay again. If the credit card status is abnormal, please contact your card issuer.
What should I do if I make a duplicate payment?
If the same order is paid multiple times due to certain reasons, generally, the overpaid amount will be refunded in the original way. The refund time will be determined by your card issuer or payment service provider (such as PayPal, etc.). If you do not receive the refund for a long time, please contact the card issuer or payment service provider, or contact us for assistance.
Can I use someone else's credit card to make a payment?
- We do not recommend that you use someone else’s credit card to make a payment. However, if you have obtained the authorization of the cardholder, it is your freedom. In addition, if you use someone else’s debit card, PayPal or other payment methods, you should also obtain the authorization of the holder of that payment method. If there are legal issues caused by your use of someone else’s payment method without authorization for payment, we will not bear any responsibility.
- If you are a minor and use the payment method of your guardian to make a payment, we recommend that the guardian make the purchase on your behalf.
About Orders
How can I modify an order?
Before the order enters the processing state, you can try to contact our customer service staff to modify the order information, such as the shipping address, contact information, etc. But once the order starts to be processed, it may not be possible to make modifications.
How can I check the status of my order?
You can log in to our website and view the order status on the “My Orders” page. Order status generally includes pending payment, paid, in processing, shipped, completed, etc.
How can I track a shipped package?
When the order status changes to “shipped”, you can view the logistics information on the “My Orders” page. Usually, the express tracking number and the name of the express company will be provided. You can track the transportation progress of the package through the official website or customer service hotline of the express company.
How can I cancel an order?
When the order has not been shipped, you can click the “Cancel Order” button on the “My Orders” page to cancel the order by yourself. If the order has been shipped, you need to contact our customer service staff and determine whether the order can be cancelled according to the specific situation.
How will I get a refund after canceling an order?
After the order is successfully canceled, in general, the refund will be automatically returned to your payment method account. The specific time for the refund to arrive is determined by your card issuer or payment service provider.
How can I return or exchange goods?
If you are not satisfied with the received goods, you can apply for return or exchange under the premise of complying with our return and exchange policy. The specific return and exchange process and requirements can be viewed on our website or you can contact customer service staff for consultation.
About Products
Are the pictures and descriptions of the products accurate?
We try our best to provide accurate product pictures and descriptions. However, due to factors such as shooting angles and lighting, the actual appearance of the product may be slightly different from the picture. At the same time, the product description may also cause ambiguities due to different understandings. If you have any questions about the product, you can contact customer service staff for consultation.
Is there any stock for the product?
Unless the product is shown as “out of stock”, our inventory is very sufficient. You can purchase with confidence.
Will the price of the product change?
The price of the product is not fixed. It may change due to factors such as promotional activities and rising costs. We will try our best to maintain price stability, but we cannot completely guarantee that the price will not change.
About Discounts
What are the available discounts?
We will launch various promotional activities from time to time, such as full reduction, discounts, and free gifts. You can follow our website, social media accounts, or subscribe to our email notifications to learn about the latest promotional activity information in a timely manner. The ongoing promotional activity we have is free shipping for orders over €50.
How can I obtain a coupon?
We will remind you to claim coupons in a prominent position on the website. At the same time, we will also send you coupons through emails from time to time. You can also actively use points to exchange for coupons.
How can I use a coupon?
If you have a coupon, you can enter the coupon code on the checkout page. The system will automatically calculate the price after the discount. Please note that coupons may have usage conditions and expiration dates. Please read the coupon usage instructions carefully before using it.
Can I cancel an order after using a discount?
Sure. However, the coupon you have used may immediately become invalid. Please carefully consider the impact of promotional activities to avoid unnecessary losses.
How long is the validity period of the discount?
The validity periods of different discounts are different. We will inform you of the validity period of the discount in a prominent position on the website. At the same time, when you obtain a discount, there will also be corresponding prompts to inform you of the validity period of the discount. Please pay attention to checking.
About Membership
What are membership levels?
We have established a membership level system to reward loyal customers and provide more exclusive rights and discounts. Membership levels are divided according to factors such as your shopping behavior and consumption amount.
What are the membership levels?
Currently, we have the following membership levels: Jade, Silver, Gold, Platinum, Titanium, and Diamond.
What are the benefits of different membership levels?
Please check the membership benefits page for detailed information.
How can I upgrade to a higher membership level?
Membership levels are determined by the number of points earned within a certain period of time. Therefore, you can upgrade your membership level by obtaining more points.
Will membership levels be downgraded?
Yes. If you do not obtain enough points to maintain your current level within a certain period or if you do not upgrade, your membership level will be downgraded to the previous level. For example, Diamond members will be downgraded to Titanium members. If you are a Jade member, there will be no further downgrade.
How long is the validity period of membership levels?
The validity period of Jade membership is permanent. The validity periods of other membership levels are all one year.
Can membership levels be transferred?
No！Membership levels are only related to the registered user himself/herself.
About Points
What are points?
Points are a reward mechanism established by us to give back to users. Users can obtain points when shopping, participating in specific activities, etc. Points can be used to exchange for coupons, free shipping offers, commodities, etc., but points are not currency.
How can I earn points?
Points can be earned through activities such as shopping, evaluating products, and sharing. If your shopping experience receives good feedback on social networking sites, you can contact us to obtain a certain amount of point rewards.
How long is the validity period of points?
Please check the membership benefits page for detailed information.
How can I upgrade to a higher membership level?
Membership levels are determined by the number of points earned within a certain period of time. Therefore, you can upgrade your membership level by obtaining more points.
Will membership levels be downgraded?
Yes. If you do not obtain enough points to maintain your current level within a certain period or if you do not upgrade, your membership level will be downgraded to the previous level. For example, Diamond members will be downgraded to Titanium members. If you are a Jade member, there will be no further downgrade.
How long is the validity period of membership levels?
The validity period of points is six months. Please use points in time within the validity period. The expiration of points does not affect membership levels.
How can I check my point balance?
You can view your point status on the points page in the personal center.
Can points be transferred?
No. Points can only be used by oneself.
Is there a limit on using points to deduct the order amount?
There are certain limitations. The specific limitations depend on the product type and activity rules. When using points to deduct the order amount, the system will give corresponding prompts.
Will the points already earned be deducted after the order is cancelled?
If an order is cancelled and the order has received point rewards, then the corresponding points will be deducted.
Can an order redeemed with points be cancelled?
The order can be cancelled, but the used points will not be returned.
Can goods redeemed with points participate in other promotional activities?
Under normal circumstances, it is not possible. However, in special cases, such as when the total order amount reaches €50, free shipping discounts can still be enjoyed.
About Delivery
What are the delivery methods?
Usually, our shipping method is land transportation.
What is the delivery cost?
- The delivery cost will vary depending on factors such as the delivery method you choose, the weight of the goods, and the delivery address. On the checkout page, the system will automatically calculate the delivery cost and display it in the total order price.
- We will launch preferential activities of free delivery fees from time to time. You can follow our website or social media accounts to learn about preferential information in a timely manner. At the same time, we will also provide you with calculation tools and explanations for delivery fees, so that you can understand more clearly the composition and calculation method of delivery fees.
How long does the delivery take?
The delivery time will vary depending on factors such as the delivery method you choose, the stock status of the goods, and the delivery address. Under normal circumstances, after the order is processed, the delivery time by express is 5 to 7 business days. In case of special circumstances (including but not limited to traffic control, policy adjustments by the local government at the receiving place, traffic accidents or accidents, natural disasters, etc.) or for areas with longer distances, the delivery time may be slightly longer. You can view the estimated delivery time on the order details page.
Can the delivery be expedited?
Yes. You can select “priority” at checkout, but you need to pay the corresponding additional fee for this.
Can the delivery time be specified?
- Under certain conditions, we can try to specify the delivery time for you. If you have special delivery time requirements, you can note it when placing an order or contact customer service staff to explain. Orders without purchasing the “priority” service only support delayed delivery.
- But please note that the specified delivery time may be affected by the logistics and delivery situation and cannot be guaranteed to be delivered on time. At the same time, we also suggest that you contact the courier company on your own to negotiate the delivery time.
About Account Security
How can I protect the security of my account?
- Please keep your account password properly and do not disclose the password to others. At the same time, it is recommended that you change your password regularly to improve the security of your account. If you find any abnormal situation in your account, such as abnormal login location, abnormal orders, etc., please contact customer service staff in time for handling.
- We will also take a variety of security measures, such as encryption technology, verification code verification, etc., to protect the security of your account. At the same time, we will also provide you with tips and suggestions on account security so that you can more clearly understand how to protect your own account security.
What should I do if I forget my password?
- If you forget your password, you can click the “Forgot password” link on the login page and follow the prompts to reset your password.
- If you forget some information, you can try to contact us to prove that you are the account owner. We will assist you in retrieving your password.
- When resetting your password, please ensure that you are using a secure network environment to avoid your password being stolen by others. At the same time, we will also provide you with guidance and help on password reset so that you can complete the password reset operation more easily.
Can I modify account information?
You can log in to your account and modify your account information such as contact information and shipping address on the “Personal Profile” page.
How can I delete credit card information?
You can click the “Payment Methods” option on the “My Account” page to add or delete payment methods.
