FAQ
Orders & Payment
Q1: How long will it take to process my order? A: Orders will be processed within 3–5 business days once your payment is confirmed. Orders placed after our daily cut-off time will be handled on the next working day. Slight delays may occur during peak seasons. We will notify you if there are obvious changes to the lead time.
Q2: Can I cancel or modify my order after payment? A: You may request cancellation or address modification before your parcel is dispatched. Once the item has been shipped, we cannot change the shipping information or cancel the order.
Q3: What payment methods do you accept? A: We support common secure online payment methods on our store. All payments are encrypted to protect your financial information.
Shipping & Delivery
Q4: Where do you ship from? A: All items ship directly from China.
Q5: How long is the delivery time? A: Estimated transit time is 8–20 business days, excluding customs clearance time. Delivery cannot be 100% guaranteed, delays may be caused by customs inspection, local sorting, holidays or logistics emergencies.
Q6: Do I need to pay customs duties or import tax? A: Yes. The buyer is responsible for all import duties, VAT and local clearance fees upon arrival. We cannot cover destination country taxes. Please check your local import regulations before ordering. Customs may request your ID or tax number for clearance.
Q7: How can I track my package? A: We will send your tracking number by email once your parcel is dispatched. You can track shipment status online with this tracking number. If tracking information has no update for more than 7 business days, please contact us.
Product & Item Features
Q8: Are your products handmade? A: Yes. All our vintage decorative crafts are handmade. Minor texture differences, tiny marks and slight colour shift between batches are normal features of handcrafted goods and are not product defects. Product photos are for reference only; screen display differences may cause colour variation.
Q9: Are the items fragile? A: Yes, these vintage craft ornaments are fragile. We use bubble wrap, foam corners and reinforced cartons for packaging to reduce damage risk during transit.
Damages, Refunds & Returns
Q10: What should I do if my item arrives broken? A: Please inspect the package while the courier is present before signing. If the outer box is damaged, refuse signature and take photos/videos immediately. You need to provide complete unboxing video + clear photos within 24 hours after delivery. We will review your case and offer partial refund, replacement or compensation. Claims submitted after 24 hours will not be accepted.
Q11: Can I return items just because I change my mind? A: International return shipping is expensive and complicated. We do not offer free returns for change of mind. If you still want to return goods for personal preference, all return shipping costs must be covered by yourself.
Q12: What situations are not eligible for refund or compensation? A:
· Claims submitted over 24 hours after delivery without valid unboxing evidence
· Signed parcel with intact outer packaging, then found broken inside
· Damage caused by improper use or man-made destruction after receipt
· Parcel issues caused by incorrect address filled by buyer or failure to provide customs documents
Contact
Q13: How can I contact customer service? A: You can reach us via the contact form on our Contact Us page or our service email. We will reply to you as soon as possible during working hours.