FAQS

Fast Help Service

Please Choose Your Question Type:

Question Before Purchase

  • About Products

    Can I ask for small/large cap?

    Our Stock Size is Medium which is 22.5 inches, and we have the combs and elestic band or adjustable straps inside. We got your request for your order , You would like to use the Small/Large Cap for your wig, Is that right ? Kindly Reminder: For full lace wig and front lace wig: 1.Our full lace wigs and front lace wigs could not be chaged the size. For 360 wig/Bob wig/customized wig 1. Small Size is 21.5 inch, Large Size is 23.5 inch, you should know your own size and make a suitable decision. 2. If you change to those special size, you may need wait another extra 4-7 days, if you can wait ? 3. It will be charge extra 10$ for making the special size for you. For U-part wig: 1 Our U-part wigs could not be changed the cap size, but the top is empty you can adjust the wig according to your head size. Could you accept the above tips for your order ? If you want to ask for small/big cap. Please remember to take a note on the cart or send us the Email.

    Is your hair 100% human hair? What is the grade? Where are they from?

    We are selling nice virgin hair, which is natural and nice. It is 100% human hair, and top virgin hair. It is Brazilian hair.

    What is the difference between 360 wig and full lace wig?

    Both 360 wig and the full lace wig are the whole wig. 360 wig is used pre plucked 360 frontal with bundles to sew in a whole wig. The lace is around from the forehead to the back of the head, but not include the middle head. When you put upward the hair, you can see a little track, which doesn't effect usage. When we install the hair, we will put down the hair then we can't see the tracks. It can be put in bun and ponytail, that's why it is called breathable and pre plucked. Full lace wig is full lace all around the head.It can't see the tracks, but also can be put in bun and ponytail. For more details, maybe you can check this attached pictures.

    What is the difference between 360 wig and 360 frontal?

    360 wig is used pre plucked 360 frontal with bundles to sew in a whole wig, which we can say 360 wig is a whole wig and 360 frontal is a half wig. If you have the 360 frontal, maybe you can buy some bundles to install the whole wig. Ask the local hairstylist to help you, we believe it will be full and beautiful. About the bundles, maybe you can get more details at this link:

    Is your wig/hair getting tangled or shedding?

    It could be caused by dry hair. Please make sure to wash & condition your hair at least once a week, twice a week is better. Brazilian virgin hair Comb the hair from time to time. You could go to your stylist for further suggestions. If the hair is wavy or curly style, we don't suggest to comb it. If you have to, please comb it with hands or wide-teeth brush gently. Tight teeth brush will ruin the hair original shape and make it fizzy and feels like tangle! Please always comb the hair from the ends and work your way up. When you dye the hair with bleach powder, please control the time within 5 minutes. If you dye it with dye cream, you need to control the time within 20 minutes. Otherwise, the hair will be damaged by cream if you leave it too long there, which will lead to shedding. When sleeping,please bond the hair with elastic band or wear a cap. It will avoid tangling or shapes-changing. After waking up, please remove the band and comb through beginning at the ends and working your way up to the roots. When swimming, we suggest to wear a swimming cap. Because the sea water or pool water is not good for hair, it will make the hair tangle and rough. It`s better to wash it with warm water, with hair shampoo and hair conditioner after swimming.

    What color is the wig of the lace?

    We have the introduction of lace color in each product description. Normally for the lace wig, it is Swiss Lace, which comes in medium brown. For the undetectable full lace wig, it is Top Swiss Lace, which comes in light brown.

    Can I go swimming with a wig?

    Yes, you can go for a swim with the wig. When swimming, we suggest to wear a swimming cap. Because the sea water or pool water is not good for hair, it will make the hair tangle and rough. It`s better to wash it with warm water, with hair shampoo and hair conditioner after swimming.

    Is your wig come in bleached?

    Our lace wigs are already bleached based on the guarantee of the hair not shedding. We are not suggested to bleached any more. If you still want to bleach the lace by yourself or your hairstylist, you can cut off the silk base after receive the wig. It 's a high quality silk base below the undetectable lace wig, then don't need to wear a stocking cap or put foundation before installing, that's more convenient and natural. Most sisters prefer it, that's why we make it look like that. If you don't like the silk base, you can cut if off slightly. For the Upgraded 2.0 undetectable full lace wig, the lace is also slightly bleached, which is more slender and light. It can't add deep service, because it is high risk to broken the lace.

    Can your hair be dyed? Can you dyed for me?

    We are sorry that we don't have color service available now. And please don`t worry, because our hair is nice virgin hair , which can be dyed or bleached. The reason why we cancel the color service is that the customers will not satisfied with the color we done or the color number was not matched with what they need. So can you dye it by yourself or your stylist if possible.

    What is the difference between the undetectable full lace wig and the full lace wig? What is the difference between the undetectable full lace wig and the Upgraded 2.0 undetectable full lace wig?

    The undetectable full lace wig is a full lace wig with the special Top Swiss Lace (transparent). For the full lace wig, it is Swiss Lace, which comes in medium brown. It is already bleached based on the guarantee of the hair not shedding. If you need more bleaching, then you can book bleaching service on our website. For the undetectable full lace wig, it is Top Swiss Lace, which comes in light brown. It 's a high quality silk base below the undetectable lace wig, then don't need to wear a stocking cap or put foundation before installing, that's more convenient and natural. Most sisters prefer it, that's why we make it look like that. We can't provide the bleaching service because of the silk base. If you still want to bleach the lace by yourself or your hairstylist or you don't like the silk base, you can cut if off slightly. For the Upgraded 2.0 undetectable full lace wig, the lace is also slightly bleached, which is more slender and light than the previous. It can't add deep service, because it is high risk to broken the lace.

    Can your wig use glueless? Can I make ponytail or bun?

    You can try to use it with glue or without glue, but use glue will be natural looking. Some sisters don`t use glue their hair is secured with a custom strap and comb in the back and got 2 be glued spray, it doesn`t move at all, very secure, and you can choose got 2b glue gel (black bottle). About the ponytail or bun, yes, you can make it, no problem.

    I want the full lace wig with 200% density.

    Our full lace wig is 180% density, don't have 180% density in stock. If you want 200% density. We have another 360 wig is very nice would you like to try that? And this one is higher density, 180% density 360 wig:

  • About Shipment

    How long will be shipped after I place an order?

    Our shipping date is 2-3 working days, Normal Stock: 360 Frontal, Frontal, Bundles, Closure, Full Lace wig without bleach knots service, If the order add the Custom Service, Such as bleach knots service, Or Pony tail, Or 360 Wig, Or Blonde wig.Or U-part wig, Or daily customized wig， it will need 2-4 days extra to be ready for shipment then.

    Which express do you use? How long can I receive the parcel?

    We ues DHL and Fedex. Generally, the package will be deliveried with 2-4 business days in USA. 2-7days delivery in other countries.

    Do I need to pay the shipping fee?

    Our shipping fee is free.However, there are some areas that need to charge the remote fees 20$.

    Do I need to pay the customs duty?

    The customs duty is determined by the custom of your country. And it is uncertain to know how much about it.

    Can I ask for no signature of shipment?

    You can make a note in your cart for this or contact with us before shipped out.Then we will choose a free sign-off service for you.If the parcel has been shipped. You can call DHL /fedex to ask them about it. If not one at home to receive the parcel. The courier will call you. Please make sure your phone can go througth.

    Can you provide the Overnight shipping service?

    Sorry for that,we did not have the overnight service.The fastest delivery time is 2days.

    Can I receive the parcel on Saturday or Sunday?

    The DHL and FedEx are weekend off.If the parcel has been arrived your city,you can go to the local sites to receive it.

    I am in a remote area, can you ship it?

    Generally, we can ship to most of the countries and regions worldwide, but individual places may be charged remote fees. If the zip code in the area can not be found on the express delivery system, we will not be able to ship it.

    Can I use Po.box as the shipping address? Or billing address?

    We don't accept PO.box(including FPO or APO) as the shipping address, because the Express(DHL/Fedex) can't delivery, we only accept the physical address as shipping address.However, you can use PO.box as billing address.

  • About Payment

    When I pay via PayPal, do I have to have a PayPal account? Can I use credit cards?

    PayPal account is not necessary.You can choose the "Pay with Credit Card".

    Which payment methods can I use?

    We accept the payment methods as Paypal and Credit Card. It is not necessary to have a PayPal account to order, you can pay with Credit/Debit Card directly. If you have any payment problems, please contact with us:

    Why is my card declined?

    Sometimes when your card is expired, insufficient balance, or poor credit (maybe have a record of Chargeback or others) will lead to card declined when paying. So we suggest customers don`t take a dispute with no reason, your personal credit record will be affected, and your next shopping will be declined. When your are declined, you can call your bank for the problem. Or you can try your another card. If still any problems, please send email to us :

    If I pay on your website, is my information safe?

    We are sure the legit website, which has been certified by the card organization. So please don`t worry about that. Your payment information is kept by your bank or card organization, not saved by us. We only use your shipping info for delivery. Your information is safe and we will keep your information confidential. If you have any problems about this, just feel free to contact us.

    Can you send me an invoice?

    Yes, we can send you the invoice if you need, just feel free to contact us via email or Facebook online.

    How do I use my coupon code?

    The purchasing process on our website is: Add to Cart > Checkout > Confirm > Payment. When you Checkout or Confirm, you can apply the coupon code.

  • About Us (Luvin Hair)

    Can I be your brand ambassador?

    If you have active social skills and outstanding shooting skills, that will be the best. Please send email to

  • About Return Policy

    If I don't like it, can I return it? Can I get the full amount?

    If you don't want your order /or you place wrong order/ or want a longer length/ you would like to exchange the order , you need to pay for the return charge, and your refund will be reduced $20 (because the Shipping Fee we paid the first time).

    Can I have a return label if I return it?

    We don't provide return label, once you need to return, please contact with us via Email at first,then we will provide the return information. You can try to use the USPS return for it.

    If I return the parcel, do I need to pay the returned shipping fee?

    If the returning is due to our problems (Such as: Incorrect products, Quality problem of products), we will provide a full refund for you; If the returning is due to buyer`s problems (Such as: Don`t like/want, Order wrong product/size ), we will remove $20 from your refund as loss of freight and handling fee.

    How long can I get a refund if I return it?

    Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

    If I make a wrong order, can I exchange it?

    If the parcel has not been shipped. You can send us the Email to market@luvinwig.com . We will modify the order for you. Once your parcel is shipped out, you need to receive it and try to make an exchange.

  • About Wholesale

    Can I have a wholesale price?

    We are very pleased to offer wholesale price for you. But it need over($500). Please send email to market@luvinwig.com

    Do you have any conditions for your wholesale? What is the minimum order quantity?

    We have no more conditions, as long as your order exceeds $500.

    Can I be your distributor?

    Yes，we hope to cooperate with you to develop a better business.Please send email to market@luvinwig.com

Question After Purchase

  • Track Order

    Why haven't I received my parcel yet?

    Once the parcel has been shipped. We will post the tracking number on the website.You can check the status.If not,you can send us a e-mail. Our colleague will answer you.

    Where is my order? Can I have a tracking number?

    Generally, we will ship out your order within 24 hours.Once the parcel has been shipped, we will post the tracking number on the website and to your email. You can check the status.If not,you can send us an Email. Our colleague will help you. Or you can check your order on this tracking page:

    Why did I purchased two or there items in my order, but only 1pc is displayed in the shipment status?

    We ship all 2/3 items of your order in one parcel, so the shipment only displays 1pc. That doesn't mean only 1 item in your parcel.Please don't worry.

    Why is my order always in the pending status?

    If you paid your order via PayPal and used E-check, then your order will be at pending status until your payment is cleared. So you need to clear the payment on PayPal at ASAP, then we can ship your order soon.

    Why there is no gifts in my order details?

    We will ship you the free gift,but it would not showed on the page.

    Why is the shipment status of my order showing an abnormality or pending?

    If it shows abnormality or pending in short time, that maybe normal transport state. If it lasts a long time( over 1 day), you can call the DHL/FedEx to ask about what is going on about it.Or you can send us the Email to market@luvinwig.com , we will help you out.

    If I'm not at home, how can I sign for my package? Can I have a delivery service without signature?

    Yes, you can. You can leave a note in your order, or call DHL/FedEx to apply the service. After you applied the service without signature,if the package is lost or stolen, we do not take any responsibility.

    Why the shipment status shows that I have signed. But I did not receive the parcel yet.

    Once that happens, it means someone has signed the package for you. It may be your neighbor or family and friends. Please confirm it first. If not, please contact us.

    When can I receive my order?

    Normally, your order can delivery within 2-4 business days, if weekend or holiday or Customized wig，it maybe have a 2-4days delay. If want to track order status, please go to this page:

  • About Change / Cancel Order

    Can I change or cancel my order?

    If you want to cancel or change your order, please send email to market@luvinwig.com at first. If within 2 hours after ordered, we can do it for you,if over 2hours, we can't make sure that.

    Can I ask for small/large cap?

    Our Stock Size is Medium which is 22.5 inches, and we have the combs and elestic band or adjustable straps inside. We got your request for your order , You would like to use the Small/Large Cap for your wig, Is that right ? Kindly Reminder: For full lace wig and front lace wig: 1.Our full lace wigs and front lace wigs could not be chaged the size. For 360 wig/Bob wig/customized wig 1. Small Size is 21.5 inch, Large Size is 23.5 inch, you should know your own size and make a suitable decision. 2. If you change to those special size, you may need wait another extra 4-7 days, if you can wait ? 3. It will be charge extra 10$ for making the special size for you. For U-part wig: 1 Our U-part wigs could not be changed the cap size, but the top is empty you can adjust the wig according to your head size. Could you accept the above tips for your order ? If you want to ask for small/big cap. Please remember to take a note on the cart or send us the e-mail

    Can I change the size, texture or another product after placed order?

    If you want to change, please send email to market@luvinwig.com .If within 2 hours after ordered, we can do it for you,if over 2hours, we can't make sure that.

    Can I change the address?

    If your order are still not shipped, we can change the address for you. If it is shipped, you may have to pay extra fee for it. If you contact the courier privately to change the delivery address, then we have the right to charge you additional fees. So if you need to change the address，please contact us at first.

  • About Hair Usage / Care

    Can I swim with my wig?

    Yes, you can go for a swim with the wig. When swimming, we suggest to wear a swimming cap. Because the sea water or pool water is not good for hair, it will make the hair tangle and rough. It`s better to wash it with warm water, with hair shampoo and hair conditioner after swimming.

    Can I bleached the knots/dyed/do the texture by myself?

    1) Our lace wigs are already bleached based on the guarantee of the hair not shedding. If you need more bleaching, then you can do it by yourself or ask a hairstylist to help you. But for the undetectable full lace wig, it has silk base below the lace, so we can't provide the bleaching service on it. And we suggest not do so because transparent lace is a special lace material, no need to bleached any more. 2)Our hair is nice virgin hair, which can be dyed. So you can dye it by yourself or your hairstylist. Please don`t dye on the lace when there is a undetectable full lace wig to avoid damaging the lace. 3)It is sure to do the texture you like if you want. Also, it may be better that try to ask a hairstylist to help you.

    How do I care if my hair is tangled?

    It could be caused by dry hair. Please make sure to wash & condition your hair at least once a week, twice a week is better. Brazilian virgin hair comb the hair from time to time. You could go to your stylist for further suggestions. If the hair is wavy or curly style, we don't suggest to comb it. If you have to, please comb it with hands or wide-teeth brush gently. Tight teeth brush will ruin the hair original shape and make it fizzy and feels like tangle. Please always comb the hair from the ends and work your way up. When you dye the hair with bleach powder, please control the time within 5 minutes. If you dye it with dye cream, you need to control the time within 20 minutes. Otherwise, the hair will be damaged by cream if you leave it too long there, which will lead to shedding. When sleeping,please bond the hair with elastic band or wear a cap. It will avoid tangling or shapes-changing. After waking up, please remove the band and comb through beginning at the ends and working your way up to the roots. When swimming, we suggest to wear a swimming cap. Because the sea water or pool water is not good for hair, it will make the hair tangle and rough. It`s better to wash it with warm water, with hair shampoo and hair conditioner after swimming.

    How to wash my hair?

    When you wash the hair, better to brush it first. Use warm water and hair shampoo to wash for twice. Then put hair conditioner equally on the hair for 5 minutes. Then wash it with cleaning water. Hair conditioner is very necessary every time when you wash your hair! We suggest you to use high quality hair conditioner. If you want to blow your hair dry, please blow to 80% dry, then keep the rest 20% to naturally dry, by this way, it will keep your hair away from drying and frizzy! When you feel the hair is very dry, you can spray some hair oil. Meanwhile, when you wash the hair, you can pour little hair care oil into warm water ,and put the hair inside that warm water for 10 minutes around. The hair will be more silk and soft comparing before. But we don`t suggest you to use hair oil everyday. Because hair oil may make your hair strands dry and hard! If you want to get your hair curls back, better to use crimping iron to curl the hair according to its original curl shape again!

    What glue should I use to install my wig?

    Most of customers prefer to use ghost Bond or got 2b glue. If you don't know much about hair installation, we recommend that you make an appointment with a professional hairdresser to help you install it.

  • About Hair Problems

    Why is my hair tangled or shedding?

    It could be caused by dry hair. Please make sure to wash & condition your hair at least once a week, twice a week is better. Brazilian virgin hair comb the hair from time to time. You could go to your stylist for further suggestions. If the hair is wavy or curly style, we don't suggest to comb it. If you have to, please comb it with hands or wide-teeth brush gently. Tight teeth brush will ruin the hair original shape and make it fizzy and feels like tangle. Please always comb the hair from the ends and work your way up. When you dye the hair with bleach powder, please control the time within 5 minutes. If you dye it with dye cream, you need to control the time within 20 minutes. Otherwise, the hair will be damaged by cream if you leave it too long there, which will lead to shedding. When sleeping,please bond the hair with elastic band or wear a cap. It will avoid tangling or shapes-changing. After waking up, please remove the band and comb through beginning at the ends and working your way up to the roots. When swimming, we suggest to wear a swimming cap. Because the sea water or pool water is not good for hair, it will make the hair tangle and rough. It`s better to wash it with warm water, with hair shampoo and hair conditioner after swimming.

    Why do I receive the parcel not like the pictures shows?

    Normally when we post the pictures or videos to our social media. It is our hairstylists installed and restyled the wigs. So it looks more gorgeous. Actually it is the same unit used. You can ask a hairstylist or book our local hairstylist to help you install.

    Why is the size I received shorter/thinner than the expected?

    Normally we said the length online it is the original length of the hair, not the length after the shape, if you believe it is shorter than the actual length, please kindly try to measure it pull straight from the top to the tip. Then you can see its true length. For the U part wig, normally it is made at the same weight. So the longer the length, the thinner it looks. But there are many customers already tried it and did install well. This density is OK to make a nice style. We will try to add more density at length longer than 20inch. But the price may be higher than now. For our full lace wig and undetectable full lace wig, it is 180% density. And it is already the best density at this price. If you need fuller density, maybe you can try 360 wig. You can check these links for higher density 360 wig: 1) 200% density

    Why did I choose a big net hat / small net hat, the goods received is still not big / small?

    For our 360 wigs and other customized bob wigs, if you have add the Large/Small size, actually it is the customized size showed. 1)21.5inch Small 2)22.5inch Medium 3)23inch Large It brings wig combs and adjustable straps inside, which can help to hold well. Please kindly make sure that your installation method is correct. You can go to our Facebook to get more details about the tutorial videos. Also, you can ask a local hairstylist to help you, it maybe better.

    Why does my wig/hair smell a little?

    It is the smell from the factory, not the smell of chemicals. For our wigs, the hair material is collected directly from donors. It is natural hair, no any process, which is healthy and good quality can use a long time. So please don`t worry about that. We would try to minimize fragrance as well.

    Why is the hair come in brown? Or have white hair?

    For our wigs, the hair material is collected directly from donors. It is natural hair, no any process, mostly the color is natural color. And natural color is not jet black shows. Sometimes it looks like brown under the sun or shiny light. Maybe there is little white hair because when we collect from donor, it exist there. It doesn't effect usage, so please don`t worry about that. If you don't like it brown/white, you can dye the color by yourself or ask a hairstylist to help you dye it. This hair is very healthy, and good quality to use longer time. It can be dyed and bleached well, which can be used over 2-3 years with good protection.

    Why do hair ends split or have short hair?

    For our wigs, the hair material is collected directly from donors. It is natural hair, no any process, so it may have a little split ends/have little short hair inside. This is actually insist in human hair, but not much doesn't effect usage. You can try to use scissors to cut a little end, and then do some hair care, it will be nice again. This hair is very healthy, and good quality to use longer time. It can be dyed and bleached well, which can be used over 2-3 years with good protection.

    Why did the combs I received get lost?

    When we shipped out the order, it is factory quality inspection. If you find that the wig comes without combs, it maybe get lost during the long transit. For the condition, please kindly contact us via email after the item received, so that we can help you solve it immediately.

    Why did my style disappear after I washed?

    For our wigs, the hair material is collected directly from donors. It is natural hair, no any process, which can use for a long time. Normally when we wash the hair, the style may be a little change, it insist in the human hair. It will be nice again with the shape of flat iron after drying. The hair is nice virgin hair, which can be dyed, bleached, shaped. It can be used over 2-3 years with good protection. Here are some tips to help wash and care your hair: 1)When you wash the hair, better to brush it first. Use warm water and hair shampoo to wash for twice. Then put hair conditioner equally on the hair for 5 minutes. Then wash it with cleaning water. Hair conditioner is very necessary every time when you wash your hair! We suggest you to use high quality hair conditioner. 2) If you want to blow your hair dry, please blow to 80% dry, then keep the rest 20% to naturally dry, by this way, it will keep your hair away from drying and frizzy! 3) When you feel the hair is very dry, you can spray some hair oil. Meanwhile, when you wash the hair, you can pour little hair care oil into warm water ,and put the hair inside that warm water for 10 minutes around. The hair will be more silk and soft comparing before. But we don`t suggest you to use hair oil everyday. Because hair oil may make your hair strands dry and hard! 4) If you want to get your hair curls back, better to use crimping iron to curl the hair according to its original curl shape again!

  • About Return / Refund

    I made a mistake to place the wrong order/do not like my hair, can I return it?

    Yes, you can, but you need to contact us via email first after you receive the parcel. As you placed the wrong order/you don`t like it, is a return for personal reasons. So we will remove $20 from your refund as a loss of freight and handling fee, please kindly understand that.

    Can I have a return label / return info?

    We don't have return label, and we only have the return information. If you need to return, please kindly contact us via email first after you receive the parcel. We will send you the return steps and return information according to the condition, then you can try to use the USPS ship back to us.

    Can I get a full refund?

    If the returning is due to our problems (Such as: Incorrect products, Quality problem of products), after confirmed, we will provide a full refund for you, but you need to contact us about the defective items via email within 2 days. If not reported, we will not issue credit. So if you believe you have received an incorrect item, please kindly contact us within 2 days after receiving your package.

    If I refuse to accept the package, can I get a full refund?

    We are not accept the refusal to return without any reasons. If you refuse to sign the parcel lead to the return, you will need to pay for the return shipping and the shipping fee we paid the first time. Any expenses incurred during the return of the parcel will also be deducted from your payment. So we suggest customers if have any problems (Such as: place the wrong order/ want to cancel /want to exchange, please feel free to contact us within 24hours via email before shipping, so that we can help you solve it out timely.

    How long can I get a refund after returning the parcel ?

    Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

    Do I need to pay for the return shipping?

    Please note that original shipping fees will be removed from refund and return shipping costs are the customer's responsibility, if the returning is due to buyer`s problem. We do not provide return shipping labels. The return fee will be assessed on orders that are refused by the customer at the time of delivery or returned due to an "un-deliverable" address.

    What method do I use to return?

    We don't have return label, you can try to use the USPS return for it.

  • About Coupon Code / Gift

    Can I use two coupon codes in one order?

    No, one order only can use one coupon code.

  • About Local Hairstylist

    Do you have a hairstylist in my city?

    We have local hairstylists in some big cities. You can search your city on this page to see if there are any nearest hairdressers :

    Can I be your local hairstylist?

    Yes, we require you to have a hairdresser or cosmetologist's license. Then you can send email to market@luvinwig.com

    Do you have local salons?

    We have local hairstylists or salons in some big cities. You can search your city on this page to see if there are any nearest hair salon :

  • About Tax / Custom / Duty

    Why I need to pay the customs duty?

    Each country has different tariff policies. We usually try to help you avoid customs duties legally. If a tariff is charged, you will have to pay the duty.

    Why my parcel was stayed at the customs?

    Customs spot checks are random.Once the customs clearance is completed. The package will be deliveried within 2-3days. Please don't worry, if any problems, please contact with us.

    Why did I paid extra fee when I was paid my order?

    We only charge the amount of your order. As for the extra fee, it may be handling fee charged by your bank, related to the type or area of your card.

  • About Contacting Us

    Why did I send an email, didn't you reply to me?

    Sometimes we can not reply in time because of the time difference.Maybe we are off work/weekends at that time. But we will reply immediately after work, so please don`t worry about that.

    Why did I send a DM message to you at IG, and I didn't get a reply?

    We have a lot of fans sending DM every day, and we may miss some message, so if there is something urgent or important, please email us. Besides, if you don't follow to our IG, we may not see your DM.

    Can I call you?

    Yes, you can call us if needed. But email maybe the best recommendation. And you'd better write the most urgent question as the email title, and concise. The i-message/phone is the second option.

    I need to contact you urgently. Can I get your call?

    This is definitely OK. Here is the phone number: