Order enquiries and delivery exceptions
After signing in, open My Orders to check order status, tracking numbers and delivery details. If tracking has not updated for an extended period, a parcel is damaged, or the received item differs from the order, submit a description and photos from the order details.
Returns and refund requests
- Open My Orders and locate the order that needs attention.
- Choose an after-sales request and provide the issue, requested resolution and supporting evidence.
- Support will verify the order, product condition and submitted materials, then provide the next steps.
- When a return is required, send the item back according to the approved instructions and retain the tracking proof.
How requests are handled
Eligibility for return, refund or replacement is assessed using the order status, product condition, custom-order terms and confirmed after-sales policy. Include the order number, product model and clear photos or videos to help us review your request quickly.
Contact support
If you cannot submit a request from the order, contact store support and include the order number and issue type.