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Frequently Asked Questions

Product Inquiry

Detailed product information is listed on the product description page. Should you have any further inquiry about the product, please provide us the product search code, so that we can check with the related merchant accordingly. 

Do I need an account to place an order?

Yes, we strives to provide the best goods and the greatest deal for you. 
After logging in to your account, you can enjoy the best shopping experience in just a few simple steps!

How to Change / Cancel order?

Since the order will enter the automated logistics process immediately after confirmation, the system will immediately send the order information to the merchant of the goods for stocking and shipping. Therefore, temporary changes in the confirmed order may cause differences in logistics records and affect delivery arrange. Therefore, please forgive us for not being able to cancel or change any confirmed orders, please understand and understand.

In order to let you enjoy a smoother shopping experience, we recommend that you add your favorite products to the shopping cart or favorite list first, and confirm the order details (including the number of products, styles, preferential prices, etc.) before payment, so that we can more quickly and properly Deliver your favorite goods to your home.

If you have any enquiries, please feel free to contact us.

How long will it take to receive my order?

Depending on the product ordered, delivery will usually be arranged within three to seven days. If the item need to make special orders or require processing, you will receive individual delivery notices.

What shipping methods do you provide?

The delivery of goods is provided by a third-party cargo service provider. We provide delivery services by calling vans. Guests can also choose express delivery services or pick up the goods by themselves.

Special Delivery Arrangements in response to Novel Coronavirus Infection

Due to the Novel Coronavirus (COVID-19) epidemic, if there is a confirmed or probable case in the building, order collection will be arranged outside the main entrance of the building; If there are home confines in the house unit, ordered items will be placed at the doorstep of the designated address. For orders that deliver to buildings with cluster infection of COVID-19, delivery service will be temporarily suspended for the entire building.

Remark: In order to protect the health of our logistic team, if the selected delivery address is subsequently diagnosed as buildings with confirmed cases or cluster infection, the special delivery arrangement will still be implemented based on the updated situation on the delivery date.

The goods are placed in front of the door or collected by the management office / reception office or a third party

Generally, we need the consignee to sign for the goods to complete the shipment. If the consignee fails to sign for the goods, we must obtain the customer's consent and confirmation before placing the goods in front of the door or in the management office/reception area according to the customer's requirements. If you need to arrange the management office/reception office to pick up the goods, please communicate with the management office/reception office to confirm the relevant arrangements.

If you need to arrange for others to receive the goods, please fill in the name and contact number of the consignee in the consignee column of the order. A confirmation email regarding order completion will be sent directly to the contact email in your account.

Please note that if the goods are lost or damaged due to the customer's request to be placed in front of the door or collected by the management office/reception, the new stone glass will not be compensated.

**The recipient of the package received on behalf of the recipient must be at least 18 years old. If we have any questions about the recipient's age (under 18), they must check the recipient's ID. If the recipient is under 18 years of age or refuses to produce his identification document, we will not deliver the package to the recipient.

Reasons of failed delivery and following flow

We sincerely understand to deliver the items for our valuable customers accurately and do our best to meet your needs. To provide a better shopping experience and minimize the impact of unsuccessful delivery, we will make our best effort to optimize the delivery arrangements and your favorite products will be delivered to you shortly under organized arrangement.

If orders are not available to be delivered in the original time-slot due to various unexpected incidents, we will immediately send you a notification about the unsuccessful delivery, meanwhile the status of the item in the order history will be updated to "No recipients".

After that, your order will be brought back to our warehouse and the system will automatically reschedule your order on the next earliest delivery date again. You are able to check the latest delivery schedule in "Notification" or "Order History".

Remark: Please be reminded that each order will arrange TWO times delivery only. If delivery cannot be completed in TWO times, the items will be destroyed 30 days after the order is placed, and your order will be cancelled without any refund. 

How to report a product problem?
If there are any damages or errors or omissions in the goods when signing for the receipt, please record the goods with photos and report the relevant product problems via email or Whatsapp within 7 days after receiving the goods. After the case is approved within 2-3 days, we will notify you of the report result through account "message" or email or Whatsapp.

If you need to return or exchange the goods, please keep the complete packaging of the goods and ensure that the assembled state is consistent with the time of purchase.

Note: Only one return or exchange application can be made for each order.

My Order was cancelled

We are sorry for any inconvenience caused by order cancellation. In case your order is cancelled, the payment will be refunded to your Bank account in 7 working days.

If the order is purchased by AlipayHK / WechatPay or others mobile apps, the payment will be refunded to your payment account in the next 3 working days.

If the cancelled order is paid on-site at Shop or paid with other products at the store with credit card, the payment will be refunded to your credit card account in 21 working days. 

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How to terminate my account?

We can terminate your account for you. Please note that once the account is terminated, all data will be deleted and invalidated. All orders in the account cannot be returned, exchanged or refunded, and the shopping coupons or e-coupons in the account can no longer be reactivated and cannot be refunded.

If you clearly and agree to the above provisions, please notify us by email and provide us with relevant information for follow-up. We will terminate your account within 5-7 working days, thank you.

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