Q1: How can I confirm my order is successful?
A: After you complete the payment successfully, the system will automatically generate an order number, and we will send an order confirmation email to your reserved email address. You can check your order details in the store background and email inbox.
Q2: How long will it take to receive my order?
A: We process orders within 1-3 working days. UK domestic delivery takes 3-7 working days after shipment. Remote areas will be delayed appropriately. You can track the real-time logistics status through the tracking number in the email.
Q3: What should I do if I receive a damaged or defective product?
A: Please take photos or videos of the damaged product, packaging and logistics bill within 48 hours after receiving the goods, then contact us via official email. We will verify the problem quickly and provide free replacement or full refund service.
Q4: Can I modify or cancel my order after payment?
A: Orders that have not been shipped can be modified or cancelled by contacting customer service. Once the order is shipped, it cannot be cancelled or modified. You can apply for a return after receiving the goods in accordance with the return policy.
Q5: Do I need to pay for return shipping fees?
A: If the return is caused by product quality problems, wrong delivery or our mistakes, we bear the return shipping fee. If it is a personal reason return, the customer needs to bear the return shipping fee.
Q6: How long does the refund take to arrive?
A: After we confirm the receipt and inspection of the returned goods, we will initiate the refund within 3-7 working days. The specific arrival time depends on your payment channel and bank processing progress.
Q7: Is my personal payment and privacy information safe?
A: Yes. Our store adopts Shopify’s official high-security encryption system, strictly abides by UK GDPR privacy regulations, and will never disclose or sell your personal and payment information to any third party, ensuring your shopping safety.
Q8: Do you support international shipping?
A: We mainly serve UK domestic customers. For international orders, we support delivery to most countries and regions. International customers need to bear local import duties, taxes and customs clearance fees independently, and bear the risks of customs inspection and delay.