Returns & Refunds FAQ
Q1: Is return shipping free?
A: We are proud to offer free shipping on all deliveries to bring you the best value. However, if you wish to return an item, the return shipping cost must be paid by the customer. Return shipping fees are non-refundable.
Q2: Do you accept change-of-mind returns? A: No. We do not accept change-of-mind returns and do not offer exchanges,
Q3: What is your return policy and how do I return a product?
A: We accept returns for damaged or incorrectly sent items only. Please inspect your product immediately upon receipt. Photo and video evidence must be submitted within 24 hours of delivery. Claims must be submitted within 5 days of receiving your order along with your order number at ka4338862@gmail.com. Claims submitted after 5 days will not be accepted.
Q4: How do I initiate a return or dispute?
A: Email us immediately upon receiving your order at ka4338862@gmail.com with the following:
- Your order number
- Clear photos or videos of the damaged or incorrect item (compulsory — if photos cannot prove the damage, a video is required)
- Screenshot of any complaint or dispute including your name, date, and full content email or other payment gateway
We'll respond within 1–2 business days. In certain cases, our team may request the item to be returned for further inspection.
Q5: Are you responsible for delays or damage caused by events outside your control?
A: We are not responsible for any product damage or shipping delays caused by force majeure events, including but not limited to: epidemic situations, international conflicts, strikes, war, earthquakes, floods, viruses, storms, heavy snow, or customs inspections. However, we will notify you promptly via email if your order is affected by any such event.
Q6: What if only one item in my order is damaged?
A: We will issue a partial refund for the affected item only. Email us at ka4338862@gmail.com within 5 days of delivery with your order number and photo/video evidence of the damaged item submitted within 24 hours of delivery.
Q7: What happens if my order is delayed or has no tracking updates?
A: We consider an order delayed if tracking shows no updates, is pending, in transit, or expired based on the following timeframes from the date your order departed our warehouse:
- Most countries: 60 days
- USA: 45 days
- Brazil: 110 days (due to strict customs clearance)
- Some special shipping methods: Disputes for delays may not be applicable — contact us for clarification
Q8: My tracking shows "pending" or "insufficient address" — what should I do?
A: Sometimes orders arrive at your nearest post office but cannot be delivered due to insufficient address, unclaimed packages, or incorrect details. We recommend:
- Contacting your local post office directly
- Visiting the post office to collect your package
Note: Customers in Israel — packages may be delivered to self pick-up cabinets. Please check your nearest pick-up cabinet or contact your local post office.
Q9: My tracking shows "delivered" but I haven't received my package — what happens?
A: If tracking confirms delivery but you haven't received your order, we will investigate thoroughly. Please note:
- Verification can take 1–2 months
- We cannot guarantee a positive outcome in all cases
- A non-delivery certification issued by your local post office with an official seal may be required as proof of non-receipt
- Contact us immediately at ka4338862@gmail.com with your order number
Q10: What is the deadline to return a product?
A: If you wish to return a product, it must be initiated within 5 days of receiving your order. However, we strongly do not recommend international returns because:
- International return shipping costs are very high
- Returns take at least 3 months to arrive
- Most returned packages are lost or damaged in transit
If you still wish to proceed, contact us at ka4338862@gmail.com and we will guide you through the return process.
Q11: What does a tracking "Alert" status mean?
A: A tracking alert means delivery was attempted but unsuccessful. Common reasons include:
- Incorrect or insufficient address
- No such number found
- Unknown recipient
- Delivery refused
- Package not picked up in time
- No safe delivery location available
- Uncleared customs
- Other carrier-related issues
Q12: What happens if delivery attempts fail?
A: Our logistics partner will attempt delivery 1–3 times. If the package remains unclaimed:
- It will be held at the local post office for 3–7 days for self-collection
- If uncollected, the package will be returned to our logistics company
- We take no responsibility for packages lost during return transit
- If the package is successfully returned, it will be held in inventory — no refund will be issued
Q13: What can I do to avoid delivery failures?
A: Please ensure your delivery address is complete and accurate at checkout. If you receive a tracking alert, contact your local post office immediately with your tracking number to arrange collection before the package is returned.
Q14: What if my order arrives badly damaged?
A: If your package arrives badly damaged, we offer a full refund or replacement. Photo or video evidence is compulsory and must be submitted immediately upon receiving your order at ka4338862@gmail.com with your order number.
Q15: What if my order arrives partially damaged?
A: If your package arrives partially damaged, we offer a partial refund or replacement depending on the extent of damage. Please note the following exceptions — we are unable to process refunds for:
- Minor thread issues
- Slight wrinkles
- Small surface scratches
Q16: How long do I have to report a damaged item?
A: Damaged items must be reported within 5 days of delivery for all products (our standard policy). We recommend reporting damage immediately upon receiving your order.
Q17: What about damaged packaging boxes?
A: We are unable to offer refunds or after-sale services for damaged outer packaging boxes only. Due to long-distance international shipping, minor packaging wear is expected. What matters is the condition of the product inside.
Q18: What if my electronic or appliance product is damaged during shipping?
A: For electronics and appliances damaged during transit, we strongly recommend requesting a refund rather than a replacement, as reshipment carries the same risk of damage.
Q9: What if the color or size is slightly different but the product still works?
A: If the product has a wrong color or size variation that does not affect its function, we offer a refund or resend. Please provide:
- A screenshot of your complaint including your name, content, and date
- Photos and video of the product clearly showing the color/size difference
For size issues — please measure the product using the correct measurement method and include a photo of the measurement for faster resolution.
Q20: What if parts are missing from my order?
A: We handle missing parts as follows:
- Missing parts that don't affect product function → partial refund or resend of the missing part
- Missing parts or accessories → resent or partially refunded depending on impact on product function
Q21: Can I cancel my order?
A: Yes — orders can be cancelled for a full refund if requested before your order has been processed and dispatched from our warehouse. Once processing begins, cancellation may not be possible.
Q22: How do I request a cancellation?
A: To request a cancellation, email us immediately at ka4338862@gmail.com with your order number. Cancellation requests are only accepted before your order is processed — the sooner you contact us, the better.
Q23: Is there a deadline for opening a dispute?
A: Yes ,disputes cannot be opened once an order status is closed. Additionally, disputes cannot be resolved if tracking information from third-party carriers is untraceable or unavailable.
Q24: What if my shipping method has no tracking in my country?
A: Some shipping methods are not trackable when orders arrive in certain countries, states, or cities. If you choose a non-trackable shipping method for your destination, we are unable to accept disputes related to tracking or delivery for those orders.
Note: Remote or rural addresses may incur additional shipping charges depending on the shipping method selected.
Q25: Are there destination or address restrictions?
A: Due to limited international transportation capacity, disputes cannot be accepted for orders shipped to certain restricted destinations. Additionally, remote or rural addresses may incur additional shipping charges depending on the shipping method selected.
Q26: What disputes are not accepted?
A: We are unable to accept disputes in the following situations:
- The buyer simply does not like the product
- The buyer feels the product description is inaccurate (please read descriptions carefully before purchasing)
- The product has an unusual smell due to manufacturing or packaging materials
- The buyer ordered the wrong item or SKU
- An incorrect shipping address was provided at checkout
- Tracking information was deleted by the logistics company or local post office
- The package was returned, discarded, or detained by customs due to the buyer's failure to comply with their country's customs clearance requirements
Q27: What should I do if I ordered the wrong item?
A: Unfortunately we are unable to accept disputes for incorrect orders placed by the buyer. Please double-check your order details — item, size, color, and SKU — carefully before completing your purchase.
Q28: How long does a refund take?
A: Once your dispute is approved, refunds are processed within 5–7 business days to your original payment method.
Q29: What items cannot be returned?
A: Customized or personalized items are non-returnable unless damaged or defective.