FAQ
Q: Is the price on your website real price, why it is much cheaper than market price?
A: We manage our business with lower overheads than a retail store. We needn't employ many different departments, and needn't pay the much fees for advertising, renting a store, asking other team for alteration etc. We are the largest professional factory in our city, and our clients can order from our factory directly. Since we do not have to accommodate for these costs, we can pass the savings onto our customers.
Q: What are the benefits of creating an account?
A: Creating an account with Our store allows you to shop faster, track the status of your current orders, review your previous orders, and write product reviews.
Q: I forgot my password, how do I get logged back in?
A: If you forgot your password, you may request a new ONE TIME use only password via e-mail. Just fill in your e-mail address at the login page and it will be sent to you.
Q: How can I change my contact information?
A: Click the "Your Account" button located at the top of any page. You can change or add an address, change your password and view your order history.
Q: What forms of payments do you accept?
A: We currently accept Visa and MasterCard credit card and Paypal, too. Paying by credit card is safe, easy and convenient at our store, a quick, secure, and convenient way to order from us.
Q: Is it safe to pay by Credit card on your site?
A: Secure Sockets Layer (SSL) Certificate is the standard security requirement for e-commerce and other transactions online. An SSL Certificate combines encryption to protect information as it travels the Internet and identity information about the certificate owner to protect against fraud. Our store uses a secure server with 256-bit SSL encryption to provide the highest level of security of your personal information. The product displayed on Our store means that has verified our identity and that we are the rightful owner and operator of our website thus preventing fraud.
Q: My card was not accepted as a payment method, although it is issued under one of the above mentioned international organizations. Why?
A: Reasons for a rejection can be:
(a) Insufficient funds - it is necessary to charge your account or to extend current credit limit;
(b) Your card is on a "blacklist" - it is reported as being stolen, lost or blocked by the cardholder;
(c) Card issuer doesn't authorize ecommerce transactions - issuing bank must be contacted and asked to activate this service. Of course, this can be verified even when the customer chooses a certain type of card, because there are some banks which do not allow these kind of transactions;
(d)The card issuing bank could not be contacted and the defined "stand-in" limits do not allow ecommerce transactions or there is a specific maximum value of the transaction. You will have to call your bank support line using the phone numbers printed on the back of your credit/debit card. Your card issuing bank is the only place where realistic information regarding the transaction incident can be found.
Q: How to do if I have questions about payment?
A: Please email us if you have any question concerning your payment. Please quote your order number, email address and your name.
Q: How can I cancel an order?
A: If you do not want the order which you make, you must contact with us within 6 hours so that we can do for you. 15% cancellation fee applies. Majority of orders are dispatched within 1-2 days from the order date. Shipped orders cannot be cancelled.
Q: How soon do you ship orders after I place them?
A: It is our goal to ship out orders as fast as possible. We will deliver the goods via EMS, TNT, DHL or UPS within 48 hours after receiving your funds. Usually, sending to USA need 5-7 working days, France 6-8 working days, Australia 5-6 working days, Canada 6-8 working days and Spain 6-8 working days. If you have urgent shipping needs please contact us by e-mail. Or choose your favourite faster express.
Q: Can I get discount when I order more?
A: Yes, definitely! Purchase more is always welcome! Please contact us with more details such as styles and quantities so that we can offer you a best price after discount.
Q: Will you store my credit card information?
A: No! For cards issued under VISA, the card information is processed directly by the bank's systems, via our site servers, all transaction data flow being secured using the latest technology available.
For cards issued under other organizations, this information is encrypted using proprietary encryption algorithms, and stored on environments without any online or remote access. Information is kept only for the time needed in case the cardholder requests a chargeback.
Q: What is your Privacy Policy?
A: We maintain strict privacy procedures for your personal information and do not share or sell your personal information to anyone. We collect only information that is necessary to ordering such as company name, contact numbers, and shipping address, as well as payment information (although not online).
Q: If I am not happy about the product, can I return it and get my money back?
A: Yes, you can. We have a guaranteed 30 days return policy. We are committed to your complete satisfaction. In the unlikely event of manufacturing faults, we would replace/repair the products at no cost to the customer.
To return an item, you must email us and inform us of the reason. We will then provide you with further instructions.
Goods must be returned within 8 days of receipt date - all the original packaging and labels. We will credit your original method of payment, excluding 15% re-stocking/processing fee and 10% return fee. All shipping costs associated with the return of goods are the responsibility of the consumer.
Q: If I want to Exchanges the product, what can I do for it?
A: To exchange a product, you must email us and inform us of the reason. We will then provide you with further instructions. The goods can be exchanged within 3 days of the receipt date provided they are unworn and in the original condition with all the original packaging and labels. When returning an item for an exchange, please ensure that your name, address, phone number and instructions are clearly indicated. All shipping costs associated with the exchange of goods are the responsibility of the consumer.
We strongly recommend that you use traceable shipping, as we will not be responsible for any lost parcels. For overseas orders this process can take up to 18 days.
Q: How do I track my order?
A: Most orders can be tracked by going to EMS Website .Once you placed orders here, you will get an email noticing Order confirmation with tracking number online in 48 hours later. Please contact us via email if you need further tracking assistance.
