Order & Shipping
We currently offer the following shipping methods:
Yanwen, China Post, DHL, USPS
We ship to these regions (A to Z):
We may add more regions in the future, stay tuned!
※ Please note that our shipping invoice computer system can only recognize English Roman alphabet letters. Please do not input your address using other alphabets, or we will have to contact you to change it before we can ship your package.
※ Please note certain items may be restricted to certain countries/regions. Affected products will have a warning on the product page. If you receive an error at checkout, please make sure to double check product pages for any shipping restriction warnings.
Postage/shipping fees will be incurred on top of the price of the items displayed on this site.
Shipping rates are subject to change. For the current rates, please try adding your desired items to the cart and checking the rate that is generated at the “shipping” stage of check-out.
As the shipping fees displayed at the time of checkout are calculated based on this estimated weight and size, if upon shipping your package, we find the weight to be significantly higher or lower than expected, we will either issue an appropriate refund or request additional funds to cover the actual cost of shipping. If you do not wish to do so, you will be given the option to cancel and refund your order.
We include packing material costs and shipping labor expenses along with the flat shipping rate.
In certain cases, duty tax and/or customs fees will be imposed on the package by your country/region’s customs authority at entry. Do take note that you, the customer, will be responsible for paying any extra charges. Custom clearance processes vary greatly between countries and regions, so please contact your local customs jurisdiction for specific details.
All items are pre-order items which means the item would be produced only when you paid for it. The production would take 3-5 business days.
Your package will be shipped as soon as all the items in your order have been arranged on our end and payment has been confirmed (or the next business day). You will receive a confirmation e-mail once it has been shipped.
You can change your default delivery address in your account settings. However, you cannot change the delivery address of any existing orders. Changing your default address will not update the delivery address of any existing orders. In the case of an urgent change for existing orders, please contact us, and if possible, include your new address in the message.
We cannot guarantee a delivery date for your item, and we do not take requests to have your package shipped on a specific day. It will be shipped as soon as your package is ready on our end. In the case of an urgent issue, please contact us.
This is generally not possible. In the case of an urgent issue, please contact us.
Your order page will update with your tracking number once your item has been shipped. You can view it by following the link to ‘view your order’ in the shipping confirmation e-mail you will receive, or by logging into your account on our website and viewing the order page.
Please note that the website tracking may take some time to update, depending on your shipping method, country or area. Please wait an appropriate amount of time for the tracking number to update before contacting us.
If you are concerned about the status of a package, we recommend you input the tracking number at your national postal service website, or contacting/visiting your local post office, as updated detailed information may already be available there. Please make sure to try this first before contacting us.
We will ship your package to the address you registered with our website when you made your order, regardless of your Billing address. If you think you have made a mistake, please contact us.
Please note that “shipping time” refers to the transit services. As such, any published transit times refer to the estimated time your package will take to arrive after you have received a shipping notification email, and do not include the time it will take our store to prepare the order. We do not prioritize orders based on shipping method.
We especially cannot guarantee ship dates for orders because of the pre-order items.
Please also note that any transit time provided by the transit service is only an estimate and is not a stated delivery commitment time. Also, it is limited to business days, and does not account for delays caused by customs or other regulatory agency clearance.
If your order has shipped very recently, the courier service website has likely not yet updated.
If your package was shipped Friday evening (China time), tracking may not update until early next week.
Please wait until the above expected time has passed before contacting us.
Sometimes, a package may be returned to the sender. This may happen if an attempted delivery notice is not followed up, if a package hold period expires without collection, if you miss the deadline to pay any customs fees or taxes on the package, if you have input your address incorrectly, and other reasons.
Please make sure to monitor your tracking information and keep an eye out for any contact from the courier service or customs authorities and take any required action on time to make sure your package is not returned to the sender.
If your package is returned due to personal issues, we unfortunately cannot refund or resend to you.
If your package is returned due to the transit carrier or local post office, we will refund or resend it.
Refunds & Returns
We apologize for the inconvenience, but we do not allow for cancellations of either portions of orders or full orders as our products are made to order. Please make your orders only after reading through the terms and conditions.
Please note that if you must cancel, it will leave a record on your account. Multiple future cancellations may lead to loss of access to our store.
Please contact us within seven days of the arrival of the product. We will follow up from there on.
Please prepare the unbox video and your order number in advance.
If damaged: Please contact us (within seven days of the arrival of the product, if damaged), and we will respond with further guidance. Please note we may request photo evidence in the case of damage, so please hold onto the damaged items, product packing, shipping materials etc. until further notice.
Please note: to receive compensation for products damaged during shipping, we may require you to submit a damage report to your local post office, a copy of which must also be emailed to us. We may not be able to process refunds or exchanges until this action has been completed.
If lost: If your order does not arrive within three weeks of receiving your shipping confirmation email, please contact your courier service, post office, or our store. If a lost package is not reported within this timeframe, it may not be eligible for compensation based on the courier service’s terms and conditions.
If your package is stolen after delivery, or missing despite being marked as delivered, we cannot compensate your package.
Recently, missing package cases have been rising. As such, we highly recommend you opt to sign for your package as per the local post office’s original terms of service, so we may offer you the best possible service.
WARNING:
※Please note our offer only coves damage to the product itself. Scratches or breaks that do not hinder the use of or significantly reduce the value of the product and damage to product packaging (boxes, jewel cases, sleeve covers etc.) i.e. cosmetic damage will not be considered eligible for exchange. Please understand in advance.
Import restrictions vary according to country/region, and it is your responsibility to check beforehand. There will be no compensation for products confiscated due to violations of culture, religion or laws regarding product material.
※Please note: There will also be no compensation for products confiscated or disposed of due to lack of payment of customs fees or duty taxes, or due to not responding on time to information requests from the courier service or other relevant authorities.
Account, Site & Products
All of our products are custom manufactured and will only go into production after your payment is complete.
We offer customer support in English, Chinese and Japanese.
Please check the error message and follow the instructions on the screen. If you have forgotten your password, please contact us.
You cannot delete your account while you have current pre-orders or yet-to-be-delivered orders. So long as this is not the case, please contact us and we will delete your account for you. Please be sure to include these four required pieces of information in your message:
・Name
・Registered address
・Registered phone number
・Registered e-mail address
Each creator has a different perception of their artwork and designs, so pricing will vary and we do not standardize or modify their pricing.
In normal circumstances, your order will be finished production and shipped after completing the payment, if there are uncontrollable factors that cause the order to be canceled, we will contact you by email. Please understand this in advance.
Our items are designed and uploaded by the creator, if you are unable to view the page, it may be that the creator has taken down the item themselves. However, this does not affect existing orders. If you place an order before the item is taken off the shelf, you can safely receive the item.
Billing
- Mastercard
- PayPal
- Visa
- Stripe
No, we don’t support Cash on delivery.
Your account will be charged when you place your order.
Initial authorization can create two entries in your payment records – one from when you made the authorization, and one from when we captured the funds. This does not represent two separate charges. If you are worried, we suggest you contact your bank first and inquire about the status of the entries. It may be helpful to have the date, amount and your full card number ready to tell them upon request. If they find an issue, please contact us and we will look into it for you.
We submit refunds to your bank immediately. However, your bank must process the refund and apply it to your account. Processing time can vary between banks. Many banks take 5-10 business days.
Some banks credit refunds by billing cycle. If so, the credit will appear in the next billing cycle statement.
Some banks do not add a separate line item for a refund, and instead delete the original line item from the statement. If the original line item has been removed from the statement, the refund may have already been processed.
For details, we recommend contacting your specific bank directly.
Note: If we are unable to refund via the original payment service for any reason, we may send the refund via PayPal or Stripe.