As a Hong Kong-headquartered global e-commerce platform specializing in clothing and shoes, we’ve compiled answers to 12 common questions to simplify your fashion shopping experience. For further assistance, reach our support team at [email protected].
- How do I find the right size for clothing or shoes?
We provide detailed size guides on every product page:
- For clothing: Check measurements (bust, waist, hip for dresses; chest, shoulder width for shirts) and compare to your body size—size charts include EU, US, UK, and Asian size conversions.
- For shoes: Refer to foot length measurements (e.g., “US 8 = 26cm foot length”) and read customer reviews for fit notes (e.g., “shoes run half a size small”). If unsure, email [email protected] with your measurements for personalized advice.
- Can I change or cancel my order after placing it?
Orders can be modified (e.g., switch a shirt color, adjust shoe size) or canceled within 24 hours of placement—but only if the order hasn’t entered processing. Contact [email protected] immediately with your order number; once items are packaged or dispatched, changes/cancellations are no longer possible.
- How long will it take to receive my clothing or shoes?
Delivery times depend on your location and shipping method:
- Standard Shipping: 6–14 business days (e.g., 6–8 days to the US, 8–12 days to Europe).
- Express Shipping: 2–6 business days (available for an extra fee at checkout).
Processing time (before dispatch) is 1–3 business days, as we inspect items (e.g., check clothing stitching, shoe sole adhesion) for quality.
- What if my clothing or shoes arrive damaged or defective?
Report damage/defects within 7 days of delivery by emailing [email protected] with:
- Your order number.
- Clear photos of the issue (e.g., torn dress seam, cracked shoe heel).
We’ll arrange a free return and send a replacement (if in stock) or issue a full refund—no extra cost to you.
- How do I track my order?
Once your order ships, we’ll send a confirmation email with a unique tracking number and a link to our “Track Order” page. You can also enter the number on the carrier’s website (e.g., DHL, FedEx) to view real-time updates, including when the package is out for delivery.
- Do you offer free shipping?
Yes—free standard shipping applies to orders exceeding region-specific thresholds:
- $120 USD for North America/Europe.
- $100 USD for Asia Pacific.
- £80 GBP for the UK.
Check our homepage for seasonal promotions (e.g., “free shipping on all shoe orders”) that may waive the minimum spend.
- Will I have to pay customs duties or taxes for international orders?
Customs duties and taxes are determined by your country’s regulations (e.g., EU VAT, US import fees). We calculate estimated duties at checkout, so you’ll see the total cost (product + shipping + duties) before paying—no unexpected charges upon delivery.
- Can I return clothing or shoes if I don’t like them?
Yes, for change-of-mind returns—provided items meet our policy:
- Clothing: Unworn, unwashed, with original tags attached (no perfume/stain marks).
- Shoes: Unused (no scuff marks on soles), returned in original boxes with dust bags.
Initiate returns via your account within 30 days of delivery; you’ll cover return shipping, but we’ll process refunds within 5–7 business days of receiving the item.
- What payment methods do you accept?
We support secure, global payment options:
- Credit/debit cards: Visa, Mastercard, American Express.
- Digital wallets: PayPal, Alipay, Apple Pay, Google Pay.
- Regional methods: UnionPay (Asia), Klarna (Europe) for installment payments.
All transactions are encrypted to protect your payment details.
- Are sale or discounted clothing/shoes eligible for returns?
Most sale items can be returned (following the same 30-day policy), except those marked “Final Sale” on product pages. “Final Sale” items include clearance clothing (e.g., “50% off last chance”) and customized shoes—this is clearly noted before checkout.
- How long does a refund take to process?
Once we receive and inspect your returned item (3–5 business days), refunds are issued to your original payment method:
- Credit/debit cards: 5–7 business days (varies by bank).
- PayPal/Alipay: 2–3 business days.
We’ll email you when the refund is sent—if you don’t see it after the timeline, contact your payment provider or [email protected].
- Do you restock out-of-stock clothing or shoes?
We restock popular items (e.g., best-selling jeans, trending sneakers) when possible. To get notified:
- Click “Notify Me When In Stock” on the product page (enter your email).
- Follow our social media (Instagram, Facebook) for restock announcements.
If an item is permanently out of stock, the page will show “No Restock Planned”—but our support team can suggest similar styles via [email protected].