Frequently Asked Questions
Frequently Asked Questions
Thank you for choosing our brand. To help make your shopping experience smoother, we’ve compiled the following frequently asked questions and answers. Please review them before contacting customer service—you may find the answer you’re looking for here.
I. About Our Products
Q: Are there color differences between the product images and the actual items?
A: We strive to accurately depict the true appearance of our products through professional photography and color calibration. However, differences in screen color temperature, brightness, and resolution settings across various devices may result in slight color variations between the actual product and the images on our website. Such variations do not constitute a product quality issue; please refer to the actual item as the final standard.
Q: How should I care for the product to extend its lifespan?
A: We recommend avoiding prolonged exposure to extreme conditions such as direct sunlight, high temperatures, and humidity. Avoid contact with sharp objects to prevent scratches. For daily storage, we recommend using the original dust bag to keep the product properly protected. If the product becomes stained, we recommend using professional cleaning products or seeking professional care.
Q: Do you release new products regularly?
A: Yes, we regularly launch new collections based on seasonal changes and fashion trends. You can check our website homepage or subscribe to email notifications to be the first to know about new arrivals and special releases.
II. About Orders
Q: Can I modify or cancel an order after placing it?
A: Once an order is submitted, we begin processing it as soon as possible. If you need to modify your order details or cancel your order, please contact customer service immediately at service@126.com. If your order has not yet entered the picking and packing stage, we will do our best to assist you; however, if your order has already been shipped, it cannot be modified or canceled. In that case, you may return the product in accordance with our return policy after receiving it.
Q: How long after placing an order will I receive a shipping notification?
A: After payment is completed, it typically takes one to three business days to pick, inspect, and pack your order. Once your order is shipped, you will receive an email notification containing the tracking number.
Q: What should I do if my payment fails?
A: Please ensure you have sufficient funds on your payment card, that the information you entered is correct, and that you have a stable internet connection. If the payment still fails after multiple attempts, we recommend trying a different payment method or contacting your card issuer to verify your card’s status. You can also contact customer service at any time for assistance.
III. About Shipping
Q: How are shipping fees calculated?
A: A flat shipping fee starting at $4.99 applies to each order. The exact amount will be displayed on the checkout page.
Q: How long does shipping take?
A: Orders are expected to arrive within 10 to 20 business days from the date of shipment, depending on the delivery address and the carrier’s operational status. Delivery times may be longer for remote areas or during peak holiday seasons.
Q: How can I track my order?
A: Once your order has been shipped, you will receive an email notification containing a tracking number. You can use this number to check the shipping status in real time on the carrier’s official website.
Q: What should I do if my package is marked as delivered but I haven’t received it?
A: Please contact customer service at service@126.com within 24 hours, and we will assist you in verifying the delivery status with the carrier.
IV. Returns
Q: What is the return period?
A: We accept return requests within thirty calendar days from the date of receipt, regardless of the reason for the return. Please ensure the product has not been used, is in good condition, and includes all tags and original packaging.
Q: What is the return process?
A: Please first contact customer service at service@126.com to submit a return request. After receiving a return authorization number and the return address, simply pack the product securely and mail it back. Packages returned directly without prior authorization will not be accepted.
Q: Who covers the return shipping costs?
A: If the return is due to a product quality issue or a shipping error on our part, we will cover the shipping costs. If the return is for personal reasons (such as incorrect size or dissatisfaction), you are responsible for the return shipping costs, and the original shipping fees will not be refunded.
V. Accounts and Privacy
Q: Do I need to register to shop?
A: Registering for an account allows you to enjoy a more comprehensive shopping experience, including features such as order inquiries, shipping tracking, and a favorites list. You may also choose to place an order as a guest, but you will need your order number and email address to check the status of your order later.
Q: Is my personal information secure?
A: We use industry-standard encryption and security measures to protect your data. For details, please refer to our Privacy Policy on this website.
VI. Contact Us
Didn’t find the answer to your question above? Feel free to contact us at any time via the email address below:
service@126.com
We will respond within two business days and are committed to providing you with the best possible service.