FAQS

【Section 1: Shipping Time & Tracking 】

· Standard Shipping (FREE)

10 - 25 Business Days

Note: Time includes customs clearance. May delay 2 - 3 days during peak seasons (Black Friday/Christmas). Same as Shein’s standard shipping. The stated shipping time starts from the date of logistics number generation (i.e., after warehouse stock preparation), not the order placement date.

· Expedited Shipping Inquiry

For expedited shipping needs, please contact our Customer Service team. Due to various factors (e.g., warehouse stock preparation, customs clearance, logistics, force majeure), we cannot guarantee delivery within a specified timeframe for expedited shipping.

· Exceptions for Non - Refundable Delays:

o If a package has not arrived by the estimated delivery date due to the inaccuracy of the delivery address or the zip code you provided us at checkout;

o If a package does not arrive by the estimated delivery date due to an unforeseen circumstance beyond our control ("Force Majeure Event"), such as acts of God, natural disasters, earthquake, severe weather, strike, pandemic - related restriction, war, civil unrest, government order or action, national or regional emergency, telecommunication breakdowns, power outages, inadequate transportation services, or other similar events beyond our reasonable control.

Whether an event constitutes a Force Majeure Event will be determined by us based on objective facts and relevant evidence, and we will notify you of the result within 3 business days of confirming the event.

· Important Notice: Tax - Inclusive Clearance Restriction

Tax - inclusive clearance is not available for certain countries/regions (e.g., some Southeast Asian, South American countries). We recommend checking whether your region supports tax - inclusive clearance before placing an order. You can contact customer service for confirmation.

If your delivery address is in these regions, we will contact you within 24 hours of order placement to offer two options:

o Full Refund:Cancel the order and process a full refund (product price + shipping fee) with no additional charges.

o Switch to Non - Tax - Inclusive Channel:Keep the order and switch to a standard non - tax - inclusive shipping channel. For this option:

    Tax Responsibility:You are responsible for all import duties, VAT, and other customs fees, which will be collected by the courier upon delivery.

   Customs Clearance Requirement:You must have the ability to complete customs clearance procedures (provide necessary documents, pay fees, etc.) as required by your local customs authority.

    Shipping Time Adjustment:Non - tax - inclusive channel may take 2 - 5 additional business days due to customs clearance procedures.

· Tracking

Logistics number will be generated within 24 hours after the completion of warehouse stock preparation. The warehouse stock preparation cycle will be notified to you separately (typically 3 - 5 business days).

You can track the logistics status in "My Orders" or contact customer service for the tracking link. You can also check the warehouse stock preparation progress in "My Orders" or contact customer service for updates.

Please contact our Customer Service team for any questions.

【Section 2: Secure Payment & Failure Support 】

· Supported Methods

Visa / Mastercard / PayPal / Apple Pay (Covers 99% of mainstream payment habits in US/EU)

· Security Promise

100% Secure Payment Encryption | No hidden charges | Payment information will never be disclosed

· If Payment Fails?

o ✅ 1. Try an alternative payment method (PayPal is recommended for highest success rate)

o ✅ 2. Contact online customer service for manual PayPal payment assistance

o ✅ 3. Unpaid orders will be automatically canceled within 24 hours with no fees incurred

To avoid order cancellation, please complete the payment within 24 hours after order placement.

【Section 3: Tax - Inclusive Clearance & Zero - Risk Guarantee 】

· Core Promise (for Eligible Regions)

100% Tax - Included | All import duties and VAT are pre - paid | No additional fees upon delivery

· Clearance Success Rate

99.5% success rate for tax - inclusive channel in the past 30 days (3 real customer review screenshots attached)

· Failure Guarantee (for Eligible Regions)

If clearance fails due to platform/logistics reasons:

o ✅ Option 1: Free reshipment within 24 hours (same shipping method)

o ✅ Option 2: Full refund (product price + shipping fee) + 10% repurchase coupon

Exclusion: Clearance failure caused by false recipient information or request for irregular declaration by the customer is not covered.

· Non - Tax - Inclusive Channel Note

For orders switched to non - tax - inclusive channel, customs clearance and tax payment are the customer’s full responsibility. We will provide necessary documents such as commercial invoice and packing list within 24 hours after logistics number generation to assist with clearance, but we are not liable for delays or failures caused by insufficient clearance ability or non - payment of taxes.

【Section 4: Quick FAQs】

1、Is the shipping time accurate?

Standard shipping matches Shein/Aliexpress; shipping time starts after warehouse stock preparation, not order placement. May delay due to peak seasons or other factors.

2、Is the payment secure?

Full - platform encrypted payment. PayPal supports dispute refunds for double protection.

3、Do I need to pay extra taxes?

Tax - inclusive channel covers all fees for eligible regions. For non - eligible regions, you will pay taxes upon delivery if you choose to switch channels. We recommend confirming tax - inclusive eligibility before ordering.

4、What if clearance fails?

Free reshipment or full refund for tax - inclusive orders (platform/logistics reasons). For non - tax - inclusive orders, clearance is your responsibility.

5、How to request expedited shipping?

Please contact our Customer Service team for expedited shipping inquiries. We cannot guarantee delivery within a specified timeframe due to various factors.

6、What if tax - inclusive clearance is not available for my country?

We will contact you within 24 hours to offer a full refund or switch to a non - tax - inclusive channel (you need clearance ability and will pay taxes upon delivery).

7、How to check order/warehouse stock preparation status?

You can view warehouse stock preparation progress and logistics tracking in "My Orders" or contact customer service.

8、Who should I contact for questions?

Please reach out to our Customer Service team for any inquiries.