1. Orders
Q1: How can I place an order?
A: You can place an order directly through our website by selecting your desired products, adding them to the cart, and completing the checkout process. For bulk or wholesale orders, please contact our sales team at ruanfuting6419@outlook.com.
Q2: Can I modify or cancel my order after placing it?
A: Orders can be modified or cancelled within 24 hours of placement if they have not yet been processed or shipped. Once shipped, standard return/exchange procedures apply.
Q3: Do you offer pre-orders or backorders?
A: Yes, certain products may be available for pre-order or backorder. You will receive an estimated shipping date upon order confirmation.
2. Payment
Q4: What payment methods do you accept?
A: We accept major credit/debit cards, PayPal, and other secure online payment methods. For B2B or wholesale clients, bank transfer is also available.
Q5: Is my payment information secure?
A: Yes, all payments are processed through secure, encrypted gateways. We do not store your full payment information on our servers.
3. Shipping & Delivery
Q6: What shipping options are available?
A: We offer standard and express shipping for domestic orders within Hong Kong and international shipping worldwide. Delivery times vary depending on location and shipping method.
Q7: How can I track my order?
A: Once your order is shipped, you will receive a tracking number via email. You can use it to track your order on the carrier’s website.
Q8: What should I do if my order is delayed or lost?
A: Please contact our customer service at ruanfuting6419@outlook.com. We will investigate with the shipping carrier and provide a solution, such as a replacement or refund.
Q9: Are international shipping fees and customs duties included?
A: International customers are responsible for customs duties, taxes, and import fees, unless stated otherwise. Shipping fees are calculated at checkout.
4. Returns & Exchanges
Q10: What is your return/exchange policy?
A: We accept returns or exchanges for eligible items within 14–30 days of delivery, depending on product type. Items must be unused, unwashed, and in original packaging with tags intact. Certain items, such as personalized products or final sale items, are non-returnable.
Q11: How do I initiate a return or exchange?
A: Contact our customer service at ruanfuting6419@outlook.com or call 97727114. We will provide a Return Merchandise Authorization (RMA) number and instructions for returning the item.
Q12: Who pays for return shipping?
A: Customers are responsible for shipping costs, except for defective, damaged, or incorrect items, in which case we cover the return shipping.
Q13: How long does it take to receive a refund?
A: Refunds are processed within 7–14 business days after we receive and inspect the returned item. Refunds will be issued to the original payment method.
5. Product Information
Q14: How do I know my correct size?
A: Please refer to the size chart available on each product page. If you are unsure, our customer service can provide additional guidance.
Q15: Are your products authentic?
A: Yes, all our products are 100% authentic and sourced or designed by Hong Kong Wancheng Youpin Trading Limited.
Q16: Can I request a customized product?
A: Certain items may be customized upon request. Please contact our sales team for details. Custom or personalized items are generally non-returnable.
6. Account & Privacy
Q17: Do I need an account to make a purchase?
A: No, you can checkout as a guest. Creating an account allows you to track orders, save preferences, and receive exclusive promotions.
Q18: How is my personal information protected?
A: We use secure systems and encryption to protect your personal data. Please refer to our Privacy Policy for full details.
7. Customer Service
Q19: How can I contact customer support?
A: You can reach our customer service team via:
- Email: ruanfuting6419@outlook.com
- Phone: 97727114
- Working Hours: Monday–Friday, 9:00 AM–6:00 PM (Hong Kong Time)
Q20: What should I do if I am not satisfied with my purchase?
A: Contact our customer service team to discuss the issue. We will work with you to resolve it promptly, either through exchange, refund, or alternative solutions.
8. Wholesale & B2B
Q21: Do you offer bulk discounts or wholesale pricing?
A: Yes, we provide special pricing for bulk orders, B2B clients, and long-term partnerships. Contact our sales team for details.
Q22: Can wholesale orders be customized?
A: Customization options are available for bulk orders, including packaging, sizing, or design adjustments. Please contact our account managers to discuss requirements.