1. Unpaid order

You can cancel directly by clicking 'Cancel Order' button
on order detail page.

2. Paid order

• FOR SUCCESSFULLY PLACED ORDER :

You can cancel your order with our approval by following these steps:

Request Cancellation:

Click on "Request Order Cancellation" and select a reason for cancellation.

Cancellation Rules:

If the order is within 7 days of payment, it will be canceled immediately.

If the order is over 7 days after payment, we will respond within 48 hours. If we fail to respond within this time, the order will be automatically canceled.

• FOR ORDER IN STATUS 'Payment being verified' or 'Payment processing':

Please wait for the payment to process, it usually takes less than 48 hours. You can try to cancel the order after order status update, it will either be successfully placed, or automatically cancelled.

Refund will be processed to your bank/card account within 1-10 business days, this varies according to different payment methods.

3. Shipped order

If you no longer want the product, please get in touch with the seller first to try to come to a solution. If that doesn't work, you can wait to receive the order first and then apply for a refund before the Buyer Protection has ended (usually 15 days after you received the order).

Note: Seller may not reply immediately due to high order volume (such as 11.11 Sales). Your patience on this will be appreciated.

• The method of the refund relies on the method of the
  payment. For instance, if you used credit card to pay, the refund will be
  processed to the same card with which the payment was made.
• Generally, the refund will be received in 3-20 business
  days. Please click the right Payment/Refund method for detail information about
  the refund.

Please follow the related solution based on your current ORDER STATUS:

1. Have NO Order:

Visit the Shipping Address page to modify your address.

It is highly recommended to set your commonly used address as your account default. This ensures that future orders will be shipped to your preferred address automatically.

2. Unpaid Order:

You can edit the address through the order list or the order detail page.

Note: You can modify the contact name, mobile number, street, house/apartment/unit/suite information of the address. However, the country, state, city, and zip code cannot be changed at this time.

3.To Ship Order:

Here are two options for you:
① Contact us immediately to ensure we send the order to the correct address before it is shipped.
② Cancel the order immediately and place a new one with the correct address information.

Note: To enhance your shopping experience, we are gradually rolling out an address modification function that will be available to all users in March. If your order has the "Edit Address" function enabled, you can directly update and change the address.

4.Shipped Order:

We have already shipped the package, and it is currently in transit. Unfortunately, the address cannot be changed at this stage.

You are advised to contact us to discuss a possible solution. Thank you for your understanding.

If You Have Submitted Your Return Request, Please Follow These Steps to Complete the Return Process

Step 1: Carefully pack the item(s).
Step 2: Take your return package to a convenient post office and drop it off. Please note that you need to pay the return shipping fee upfront.
Step 3: Enter the correct tracking number for your returned parcel into the system within the countdown timer displayed on the page. Failure to provide the tracking number may delay the warehouse's ability to process your refund.
Step 4: After sending your package, wait for the logistics transit and warehouse inspection of the item's condition.
Step 5: You will receive a refund based on the results of the inspection.
Step 6: Contact our customer service team and provide your return receipt. We will refund your return shipping fee via a coupon.

How to Return Goods with a Return/Refund Request

1. Open a return/refund request, select the solution 'Return and Refund,' and wait for our confirmation.
2. Download and save the return label, then carefully pack the item(s) and attach the label to the package.
3. Search for nearby drop-off points based on the courier service provided and choose one to drop off the package.
4. Bring the package to the nearest drop-off point to complete the return.

If You Are Not Satisfied with the Product

• You can contact us to discuss a solution.
• To do this, click Contact Us and send us a message. Please include clear photos or videos of the item showing the issues, so we can confirm the problem and offer the best solution.

Return Shipping Fee for Items Without a Free Return Label

1. In some cases, a return label may not be available or generated. (You will see the "Send Items to Return" guide on the return request page.) In such instances, please pay the return shipping fee upfront and enter the tracking number in the system before the countdown timer expires.
2. Once your parcel is received and passes the warehouse inspection, the system will process your refund for the order.
3. Please contact our Customer Service team and provide the receipt for your return shipping fee. We will issue a refund via coupon.

Return Shipping Fee for Items with a Free Return Label

1. Items marked with the "Free Returns" label on their detail page can be returned within 15 days of confirming receipt.
2. Your first return for each main order is free. For any additional returns of the same order, shipping charges may apply.