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FAQ

1       How do I register an account?

To be able to buy via our online store you will need to register an account on the website. To do this you will need an email address and a contact phone number. Setting up an account will also allow you to order without having to fill in your name and address details and will also give additional benefits such as regular newsletters, you'll also be one of the first to know when we have special offers and discounts. Once registered, you can update your details using the My Account section.

2       How do I create or change my password?

For your account security you will be asked to set up a password to your account. If you are unable to remember your password simply select "Forgotten Password" on the Login page, you will then need to input your email address and follow the steps in the email to reset your password. If you are still having problems you will need to contact Customer Services who will reset it for you. After that you will be able to re-assign a new password at your leisure using the Account section.

3       Are my details secure?

You can shop in the online store secure in the knowledge that your details are safe. To enhance security we do not hold any payment details that you submit to us. If you require further details on our security policy please contact our Customer Service.

4       How can I pay?

We only support credit card payment by Visa, Mastercard and JCB.

5       When will my order be processed?

The orders will normally be shipped within 4 ~ 6 working days from the date of order placed. You will receive an order confirmation by email usually within 15 minutes of completing your order.

6       How do I check the status of my order or track a shipment?

Once your order has shipped, you will receive tracking numbers. Shipping information could be check from http://www.17track.net/en/ at any time.

7       What if I have a defective or damaged item?

If you have received a damaged item or believe an item is defective please contact Customer Service. 

8       Why I have to pay VAT, which has not been referred on your website.

VAT is levied on imported parcels in some countries. You’d better pay it when you are asked to pay VAT. Then you should contact us and provide payment voucher of VAT. After receiving the payment voucher, we will refund you 50% of the VAT. Please do not place your order if you mind the VAT charged by Customs offices.

9      What can I do when I was over-charged?

For the putting up of transfer fee charged by the third party in recent months, specific ratios of transfer fee are slightly different because of different cards issued by various banks. In order to not affect your using, we will provide a 10%-off discount for all customers who choose “Visa, Master and JCB” to pay their bills. Our system will subtract 10% of total amount automatically to offset the 10% transfer fee. Please contact our customer service staffs if your transfer fee exceeded 15%. We will refund you the exceeded part.