Frequently Asked Questions
Please read our FAQ before sending us a message.
You can place orders from our website in the fastest and the most secure way. The cardholders need to offer the contact information on the premise so that we will get your name, address, city, state or province, postal code, country, telephone and email, and financial information and ordering information. This information is collected and used to process the transaction and for internal accounting and other procedures. And the system will send an Order Confirmation email to confirm all the information correctly for each order.
No, there is no sales tax on our site.
All online payments are safe and secured. We has created a secure transaction environment. The ordering system we used is the industry standard for encryption technology-to protect your private information registered on our site. The encryption system provides you with security and peace of mind when your browser and local network supports the use of encrypted data transmissions.
If you encounter this problem, please try the following steps: First, please clear the cookies, restart the browser, turn off Firewall and then try again. Second, if the problem persists, please change another computer or another internet browser, such as Firefox, and then try. Or you can try to login after several hours. Last, if the above steps don’t work, you can contact us.
Yes, if you are not satisfied with your purchase, you can contact us for exchange or return. Our return policy is within the first 2 weeks after you receive the product. The product must not be worn or damage. If for any reason you are not satisfied with the item, but the fault are not caused by us, you should pay for the shipping fee and the bank service charges for item exchange. If you request for a refund, we will deduct the the shipping fee from your account. But if factual proof that fault were caused by us, we would take a full responsibility and would not charge any additional fee.
Usually, we send the item and give you a tracking number within 24 – 48 hours after the order successful, We will email the tracking number and tracking website to you (so please make sure the email you provide is effective). Please note that carrier’s website may not update the records and parcel status in time. And if you don’t receive your package in 15 working days, please contact customer service for assistance.
Sometimes there is a few days delay if shipping is backed up due to huge demand before goods are showing up in the system.Or tracking systems maybe delayed due to certain factors in DHL or EMS tracking system.
Yes, we are professional in processing international business and have rich experience in doing this. Up to now, we accept orders from most of the world countries, such as Australia, Belgium, Canada, Denmark, Finland, France, Germany , Greenland, Japan, Korea, Luxemburg, Malaysia, New Zealand, Norway, Portugal, Spain, Sweden, Switzerland, Taiwan, United Kingdom and the United States directly though our website. If you not sure about the shipping destinations, please contact us and we will reply you timely.
Total time is composed of two parts. The first part is the processing time. This is the time from when your request of exchange or refund, plus our processing procedure. The second part is the actual shipping time. This is the time that it takes for the package to be exchanged and redelivered to you. It usually takes 5-15 days. For refund, it takes about 2-3 days for credit card company to process the refund, you could check your credit card account in 15-60 days later.It mainly depends on the transfer speed between different banks in different countries. Please feel free to contact us if you don’t receive it after 60 days!
It depends. If for any reason you are not satisfied with the item, but the fault are not caused by us, you should pay for the shipping fee and the reshipping fee for item exchange. If you request for a refund, the initial shipping is not refundable. But if factual proof that fault were caused by us, we would take a full responsibility and would not charge any additional fee.
All products from our site are provided by official cooperation factory, the difference is that our pandora do not have the identity number which official store could provide and we could offer hongkong invoice only.
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