FAQs

We hope that our frequently asked questions section will help you find the answer to any queries you may have. We have highlighted the most common questions below for you. Any other information you may need about products or your order can also be found below.

If you can’t find the answer to your questions on these pages, please contact us at: onlineservicevip1@gmail.com

Q:When will I be charged?
A:When you place your order your card will be authorised, and you will receive a confirmation email once your order has been successful. Payment will be taken first when we dispatch your order. If your card is not authorised, payment will not be taken, and you will be notified of that immediately on the webpage after you submit your payment details.

1、MY ORDER
Q1:Can I change/cancel my order?
A:Change/Cancellation must be requested before the item has been shipped. We typically processed the order within 24 hours and shipped the item within 24-48 hours. After the item has been shipped, the order cannot be cancelled.

Q2:Has my order been shipped?
A:An email of confirmation will be sent to you, as soon as your order has been dispatched from our warehouse.

Q3:Can I track my order?
A:Depending on the carrier we send your order with, the dispatch email we send you may include a unique tracking number which you can use to track the progress of your parcel.

Q4:A mistake has been made with my order
A:Every so often mistakes do happen, but we do our best to sort them out as smoothly as possible. If you have noticed that we have made a mistake with your order, please contact Customer Service and let us know.

Q5:Are all your items in stock?
A:Generally speaking, all of our items listed on the website are available. But occasionally some items may be out of order due to strong demand. If you pickup and item and pay for it, but for any reason it is not available, we will contact you as quickly as possible, and either suggest you to choose the other similar item or process a promptly refund to your account.

Q6:When will I receive my refund?
A:We will process a refund within 3 days of receiving your parcel. Please allow 2-30 days for the refund to be credited to your account. The amount of time this takes will depend on which bank or card issuer you're with. We will credit your refund to the same card you used when you placed your order. If we can't do this (i.e. if the card has been declined, cancelled or has expired), we'll send a cheque to your billing address.

2、DELIVERY INFORMATION
Q1:Delivery Time
A:Our aim is to dispatch your products on the same day we receive your order. You can expect to receive your products within 9-15 working days (depending on both the manufacturer and the product type.) from the day you place your order.
Friendly Notice: If you do not receive your order within 20 days, contact us at once!

Q2:Do I have to pay customs and import charges?
A:No. All customs and import charges are included in the price of the order. However if taxes and duty have been levied on top of your order please get in contact with our Customer Service team for assistance.

Q3:Do you deliver to PO Box addresses?
A:Unfortunately, we do not deliver to PO Box addresses for security reasons.

3、PAYMENTS
Q1:How do I pay for my order?
A:We continuously try to give you as many payment options as possible. Currently we accept the following Payment Methods:
(1) Visa
(2) MasterCard
(3) Western Union(a kind of bank transfer If you wish to pay by bank transfer, please do not hesitate to contact us for more details. And If you pay by Western Union (no minimum order), it will save 10%, please contact us for payment information.)

*All cardholders are subject to validation and authorisation by both the card issuer and us to maintain security and prevent fraud. We take security very seriously, and we do not store full card details in our system, which mean that your card information is secure with us.

Q2:Is it safe to order online?
A:We use one of the most secure online ordering systems on the market, and are constantly researching and improving our software to make sure we offer the highest possible security at all times. We utilise industry-standard Secure Sockets Layer (SSL) technology to allow for the encryption of potentially sensitive information such as your name, address and other critically sensitive information like your credit card details. Information passed between your computer and our website cannot be read in the event someone else intercepts it. This technology includes the following features:

* Authentication - this assures your browser that your data is being sent to the correct computer server, and that the server is secure.
* Encryption - this encodes the data, so that it cannot be read by anyone other than the secure server.
* Data Integrity - this checks the data being transferred to ensure it has not been altered.

4、QUESTIONS ABOUT A PRODUCT
Q1:Can you provide more information about a product?
A:We try to publish as much useful info as we can about all our products, to help you buy the things that will suit you best. The product page for every item includes description and images. If you have any other questions though, please contact Customer service quoting the product name, and we'll do our best to answer your questions as soon as we can.

Q2:I have seen something advertised but cannot find it on the site
A:Just type the name of the item or its code into the search box at the top of the homepage, and it will take you straight to the right page, unless the item is sold out or not available in the webshop.

5、TECHNICAL PROBLEMS
I am having trouble using the shopping bag
Any item you add to your shopping bag will be reserved for you for two hours while you continue shopping. After this time, items will be removed from your basket and other customers will be able to buy them. If items are disappearing from your shopping bag within two hours, this may be because you are using your internet browser's 'back' button, rather than selecting one of the 'Continue shopping in...' links on the shopping bag page.

If you are still having problems, try deleting the cookies on your PC. All you need to do is go to the 'Tools' tab on your Internet browser, select 'Internet Options', then choose 'Delete Cookies' and hit OK.

How do I contact you?
If your question was not answered by one of the entries on this page please contact customer service and we will be happy to help you. We will get back to you as soon as we can and do our best to answer all queries within 24 hours except weekends.


Hi, if you find your Credit Card may charge more your order money, this is our cooperative bank and your credit card issuing bank charge. Because there are differences in transaction currency, the currency conversion charge when it will issue the difference in rates charged by banks appeared.
More than the amount deducted is between 0.5% and 3.7%.
Depending on the specific bank, credit cards in different categories, ranging from multi-button will cause the difference. If you have other question, please email us as soon as possible. Thanks
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