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help center > After-Sale Service >  FAQs
FAQs

 
Ordering FAQs
1. How do I make an order?
Step 1: Register
You will need to create an account with us first before being able to place an order. We will ask you for your details and send an email confirmation upon successful registration.
Step 2: Sign in
Once you have created an account, you may sign in with your username and password. We ask that you keep your password safe.
Step 3: Browse & Shop
You will be able to browser our product catalog or search for the item you are after by entering your item name and clicking search. To add items to your shopping cart, select the quantity and click ‘basket’. Your item should now appear in your Shopping Basket. You are also able to edit the quantity or remove items within your Shopping B.
Step 4: Checkout & Place Order
Once you have finished shopping and would like to check out, click ‘Proceed to Checkout’. This should take you to our Shipping and Payments page where you will enter your shipping address and shipping method (please note: shipping costs differ based on the method selected). Check your order details and click ‘Place your order’.
Step 5: Make Payment
An email will be sent once you have placed your order. You will need to pay for your order in full within 24 hours; otherwise your order will be cancelled in our system.
2. How do I check my order status or view my order?
You will be able to check the status and details of your current and previous orders by visiting My Account > My Orders after you log in.
3. I’m having trouble placing my order, what can I do?
If you are experiencing issues with your order, our Customer Service Team are here to help you. Please contact us at 0951-3816922
4. Can I change my order?
No, we currently do not allow you to make changes once an order has been placed.
5. Can I cancel my order?
You may cancel your order before payment by going to My Account > My Orders and clicking ‘Cancel’. Otherwise, if you do not make a payment within 24 hours, we will automatically change your order status to “Canceled”.
6. Why was my order canceled?
We require a payment within 24 hours of placing an order. Our system will automatically cancel your order if a payment was not received within a day.
Pricing & Payment FAQs
1. What methods of payment are accepted?
We currently only accept PayPal as a method of payment. We are working towards accepting credit card payments directly in future. Please check with us soon for any further updates. We apologize for any inconvenience caused.
2. How do I pay using PayPal?
Once you have submitted your order, you will be taken directly to the PayPal website where you can sign in and make a payment for your order through PayPal. Please note you have a 24 hour window where you must complete this process. Alternatively, you can also navigate to My Account > My Orders, click on your order and make your payment.
3. How do I know my payment has been successful?
Once you have paid for your order through PayPal, a notification email will be sent to confirm your successful payment.
4. How do I use a coupon?
If you have a coupon code, you are able to use it when completing your order. Once you have entered your coupon code, click ‘Check’ to validate the code you have entered is correct. The coupon discount amount should be applied to your order once validated in our system. Please note: you may only use one coupon per order.
5. How do I track my order?
When your order has been dispatched, our system will automatically notify you by email. You will then be able to track your order by going to My Account > My Orders, click on your order number to view the Shipping Method (third party courier) used and Shipping ID to track the location of your parcel.
6. How do I know if my order has been shipped?
You will be able to check the status of your order under My Account > My Orders.
Returns & Refunds FAQs
To apply for an item return or refund, please follow the steps below:
Step 1: Submit Request
Submit your request to our Customer Service Team within 5 working days of receipt. Your email should include the following details:
• Order number
• Item number
• An explanation of the reason for your return
Photo evidence clearly supporting the damaged/faulty item (please attach to the email): Maximum 3 images, each no larger than 2MB in size. We accept .jpg, .gif, .png file formats.
Step 2: Approval
Once our Customer Service Team has reviewed and approved your request, we may notify you by email to send the item to our nearest domestic warehouse processing facility. Please note that the need to return items will be assessed on a case-by-case basis.
Step 3: Return Item
If you are required to return your item, we must receive your package at our warehouse processing facility within 10 working days from the date we approved your request. We will inspect all returned items and if eligible, we will award a refund or resend you a brand new item.
Note: The customer is responsible for shipping costs for returns.
1. What address should I send my return to?
When you submit a request for a return, our Customer Service Team will advise you of the warehouse address to send your item.
2. Is it necessary to offer tracking number for the returned item?
Yes, we require that you track the returned item.
3. How do I get a refund?
As you have paid through PayPal, we'll refund your payment back into your PayPal account. This will usually be processed within 1-3 business days, and you will receive a PayPal email confirmation when complete.
4. What kinds of items cannot be returned?
The following items are nonreturnable: intimates & nightwear, lingerie, adult toys, tattoo merchandise.
My Account FAQs
1. How do I sign up for an account?
To sign up for an account with us, click “Sign up” on our homepage, enter your details and click Sign Up. We will then send you an email to confirm your account has been successfully created and you can start adding items to your shopping basket! Your personal information is important to us. Refer to our Privacy Policy for more information on how we protect the information you give to us.
2. I have forgotten my password, how can I retrieve it?
If you have forgotten your password, you can click “Forgot Password”. Enter your email address and we will send you a URL to reset your password.
3. My email address has changed, how can I update it?
You will be able to change your email address at anytime by going to My Account and updating your contact email address. We will then send you a confirmation email to your new contact email address.
4. How do I write a product review?
You will be able to write a product review by visiting My Account > My Order, finding your order and clicking “Product Review” on a selected product.