FAQs
Shipping & Tracking
Tracking shows my label has been created, but no movement. Why is this?
Your shipping status may take 1-2 business day before any location updates appear. If your tracking does not update after 2 business days, please email our Resolution Team at: weligu@outlook.com and we will research the matter further.
My package shows as “Delivered” but I never received it. What should I do?
Based on your location and pre-set preferences with the delivery courier, your order may be delivered to your building doorman, concierge, mailroom, or even at times, a neighbor of whom may accept the package in your absence. Please be sure to check with these individuals first. If you still do not have your package 24 hours after the delivery has occurred, please contact our Resolution Team at :weligu@outlook.com and we will investigate the issue further.
Returns and Exchanges
Can I add/remove products from my order?
Please email our team at:weligu@outlook.com for immediate assistance with your order.
Can I change the receiving address of the order?
We aim to pack and ship out your order as quickly as possible. If you need to change your receiving address, please contact our customer service personnel as soon as possible after ordering the goods and provide a new receiving address. Our customer service staff will handle it for you, but we cannot guarantee that the modification will be successful.
What should do if I have received a faulty item or the different size.
If any products are missing from your order or you received a product that is damaged, please reach out to support and retain all the original packaging. We request that you take photos/video of the interior and exterior of parcel for further investigation on our end. If damage is confirmed, we will refund your order amount.
I entered the wrong address information, what should I do if the package is returned?
We are not responsible for this situation. Please make sure to verify your address before placing an order.
Payments
What payment methods do you accept?
For International orders, we accept Visa,Mastercard,American Express,Apple Pay.
I got charged but didn’t receive an Order Confirmation email. What’s going on?
If you attempt to submit an order with varying billing and shipping addresses, our systems will revert you back to the checkout screen. At this time, you may receive a “pre-authorization” charge by your financial institution, which will appear as a temporary “charge”, however, unless you receive an Order Confirmed prompt and email, your order was not accepted. The funds that are “charged” may take 1-5 business days to automatically refund back to your account. You can contact your financial institution to learn more.
Why was my credit card charged multiple times?
This typically occurs when users attempt to refresh the checkout page as it is processing. Please contact us at: weligu@outlook.com if you do not see these duplicate charges removed from your account after 5 business days.
I have been issued a refund but the fund are not in my bank account,what now?
All funds should appear on your bank statement within 5-10 working days. (Please note that refund times are dictated by the card issuers and are outside of our control)