FAQ

Where is the store based?
  • Guangzhou, China

  • Do you accept orders placed outside of the US?
  • Yes

  • Is this normal? Why is my package stuck in China?
    If your tracking looks like this, please do not worry. The item is just in transit. The tracking number will update only when it reaches your country because that is when someone is able to scan it. If it extends past 3 weeks and you live in America, please contact us and we will find your package for you. For other countries, contact us after you have waited about a month.




    When will my order ship?
    Orders need 3-12 business days (Monday-Friday)  for processing and then it is shipped! During holidays seasons, orders need 5-15 business days (Monday-Friday) for processing and then it is shipped.

    When will I receive my order?

    Estimate shipping delivery:
    Country Business days (Saturday and Sunday not included)
    USA 8-20
    Canada 8-20
    AUS 20-40
    UK 20-40
    EU 20-40
    Asia 20-40
    Italy 20-60
    Mexico 45-60
    Others 45-60

    Sometimes there may be delays due to the shipping carrier or international events/customs sorting.

    Will I receive a tracking number?
    A tracking number will be sent after the order processing has finished. (3-8 business days)
    Please make sure to check your junk folder in case our email was filtered there. If you have not received a tracking number after 10 days, feel free to email us!

    I haven't received a reply from customer service yet
    We reply usually reply within a day or two. Please be sure to check your junk folder! Our email is [email protected]

    I only received part of my order.
    If you received only part of your order, please don't worry! You will receive the rest of you order in another package or packages. 
    Sometimes we split the items in packages if you have ordered a lot or the package weight is too heavy for the postal service we are using.

    My tracking number shows it's been delivered but i didn't receive it.

    We recommend to check your neighbor's first or contact your local post office with your tracking number. After we ship your package out the responsibility goes to your local post office. If you package has been stolen we do not cover it. 

    Who will pay for customs/taxes?
    If there is an import tax, buyer must be responsible for paying for it.

    Can I cancel my order?
    You can only cancel the order if the items have not been shipped. If they have been shipped you cannot cancel.

    Returns, Refunds, and Exchange

    Updated: February 06, 2020

    Damages/Incorrect Item sent

    We always make sure to check every item before it is sent but there may be some mistakes that slip out. Don’t worry as full refunds can be given if the wrong item was sent or the item arrived damaged or we can reship a new one. Please contact us with clear pictures of the damage within 7 days of receiving the item.
    Sometimes items run out of stock, we will notify you by email and offer store credits or a refund.

     

    Customer Mistake on Size/Color/Address

    Lingerie, swimsuits, accessories, and bodysuits are non-returnable for hygienic reasons. Any reflective clothing are non-returnable and nonexchangeable as the material is very sensitive to body oils and would be unhygienic to be resold.

    Items that are the wrong size or color on your part may be exchanged as long as you can bear a restocking fee of 15% on the item, return shipping fee and new item shipping fee! Items can only be returned within 7 days of receiving the item. Please contact the store if you want to exchange an item. Items must be in original condition; unwashed and unworn.
    Please make sure to double check your address before placing your order. Unfortunately if the package cannot be delivered due to an incorrect address, the shipping company will destroy your package. The tracking number may update as “return to sender” by default but sadly it will not be returning to us. We cannot refund or reship in this situation. We have many reminders on the site to help avoid incorrect addresses!

     

    Returns

    Please contact us if you would like to return an item. Returns can be processed if you request within 7 days after the delivery date of your order. Lingerie, swimsuits, accessories, and bodysuits are non-returnable for hygienic reasons. Any reflective clothing are non-returnable and nonexchangeable as the material is very sensitive to body oils and would be unhygienic to be resold.

    Items must be in original condition; unwashed and unworn. Please provide photos of the front, back, and side. In your package, make sure to provide a note of the order number, full name, email address, and reason for return.  We do not refund postage fees used to ship the product out. Item cost will be refunded but a 15% restocking fee will be deducted. Return shipping fee must be paid by the customer. 
    We do not take any action on any returned packages that are lost in transit or stolen. Please keep your proof of postage and track your return package.

     

    Refund for Minor Difference

    An item received late, slight color difference or a change of mind will not be accepted for a refund, return or exchange. Some items may have a difference of 1-3 cm from the product description because the factory cannot make every item exactly the same. We cannot refund or replace items because of minor differences!

    Out of Stock

    If a product is out of stock we will email you. If you fail to reply within 2 days we will refund you back. If an item you ordered is out of stock but the other item you ordered is in stock but does not meet the free shipping minimum alone, a shipping fee will be applied. Please make sure to check your junk or spam folder to avoid this.