Do you cover warranty service?
No, we do not cover warranty service. If the product has its warranty from the manufacturer, it will be included in the package. However, we do not provide any additional warranty coverage
How does the warranty process work?
Any warranty for the product is handled directly by the manufacturer. If you have a warranty claim, you must contact the manufacturer or follow the instructions in the warranty documentation. We do not facilitate the warranty process.
Can you provide assistance or guidance for warranty claims?
Unfortunately, we do not provide assistance or guidance for warranty claims. It is best to directly contact the manufacturer or refer to the warranty documentation for instructions on proceeding with a warranty claim.
What should I do if I have a warranty issue with a product?
If you encounter a warranty issue with a product, you should contact the manufacturer directly. They will be able to provide you with the necessary support and guidance for your warranty claim.
For skincare products, we do not offer repair services. Returns are allowed only for non-opened skincare products. If a customer receives a damaged item from the manufacturer, we will notify the manufacturer to inquire about their return policy. Some manufacturers may offer free returns, while others may not.
Don’t stop thinking about your FAQ page once you have a handful of questions and answers posted. Instead, look for ways to constantly add to your answer bank, and continue to shift the questions you post based on customer needs.
If you choose to use the one-question survey at the end of your responses, review how many people mark them as helpful or unhelpful. For questions where the majority of customers said the answer didn’t help, see how you can expand on that answer with more resources. Or consider adding new questions to your FAQ page to fill in the gaps.
Should the customer send damaged items to the repair center, or will your team provide pick-and-drop service?
Customers should send damaged items to a repair center unless we specify otherwise, such as instructing them to send them directly to the manufacturer. In most cases, there won't be a repair center involved, but rather a return policy where customers send back the orders.
Can the customer purchase replacement parts separately?
If we have replacement parts available for sale, customers can purchase them. We will list the replacement parts if they are available in our inventory.
How should customers track the status of their repairing item?
We do not offer repair services. If a customer needs to return an item, it will either be sent to the manufacturer or back to us for evaluation before refunding. There is no specific tracking process for repairing items as we focus on returns or refunds.
What should I do if I receive a damaged item?
If you receive a damaged item, please contact us immediately. We will provide further instructions on whether the item needs to be returned to us or sent directly to the manufacturer. We will work to find the best solution and ensure customer satisfaction.
Can I request a refund for a damaged item without returning it?
In most cases, we will require the damaged item to be returned before issuing a refund. This allows us to assess the item's condition and process the refund accordingly. Please contact our customer support for assistance and further instructions in such cases.
How can customers track their orders?
We provide the tracking number for each order. However, we are unsure if Shopify sends email notifications to customers regarding the status of their orders. Customers can use the provided tracking number to track their orders through the shipping carrier's website.
How will I be informed if my order is canceled after confirmation?
We will refund the customer's order if the product has not been shipped. However, if the order has already been processed and shipped, the customer will need to return the item to us upon receiving it for us to process a refund. The refund amount will be the order total minus the shipping cost.
What should I do if my item is damaged during transit?
If your item is damaged during transit, we will have you send it back to us or the manufacturer, depending on their return policy. Please contact us with details about the damage, and we will provide further instructions for the return and refund process
Can I change the delivery address after my order has been shipped?
No, we cannot change the delivery address once an order has been shipped. It is essential to provide the correct delivery address during the ordering process to avoid any issues with delivery.
How long does it take to receive a refund for a returned or damaged item?
The time it takes to receive a refund for a returned or damaged item may vary depending on the circumstances. We will process the refund once we receive the returned item quickly. Please allow processing time and consider any additional transit time if the item is being returned to the manufacturer.
What if I have more questions or need further assistance regarding my order, cancellation, or return?
Please contact our customer support if you have any further questions or need assistance with your order, cancellation, or return. We are here to help and will provide the necessary guidance to resolve any inquiries or concerns you may have.