Discover more in our FAQs
Order problem| Cancelling an order
Order problem| Cancelling an order
You're able to click "Edit or Cancel" on your order confirmation within 60 minutes of your order being placed. This will cancel your order so you can place a new one. lf you've passed that time window, email us as soon as you can!
Once your order is in the fulfilment process, we are unable to make further edits and hope it fits in nicely! But every place is different, and if you need to exchange, please click here to do so.
Order problem| Entered the wrong shipping address
Order problem| Entered the wrong shipping address
You're able to cancel your order within 60 minutes via a link at the bottom of your order confirmation email. From there, just place a new order so we can get that heading to the right place!
*Once our warehouse team is packaging up your order we are unable to change any shipping information.
Order problem| Order goods missing
Order problem| Order goods missing
Depending on a variety of factors, your order may ship out in a few packages. You likely have another package your way so check to see if we sent an additional tracking number your way. If not, you can contact customer service directly to inquire.
Order problem| Entered the wrong shipping address
Order problem| Entered the wrong shipping address
You're able to cancel your order within 60 minutes via a link at the bottom of your order confirmation email. From there, just place a new order so we can get that heading to the right place!
*Once our warehouse team is packaging up your order we are unable to change any shipping information.
Order problem| Order shows arrived but no goods received
Order problem| Order shows arrived but no goods received
In most cases, you’ll see it deliver within 1 business day. There can be a lag between the physical delivery date and tracking delivery date. If it’s been longer than 2 business days, please contact your local delivery provider first to verify that the product has been delivered to the designated location. If not, please email us and we will investigate what happened!
Return & exchange problem| Received goods have quality problems
Return & exchange problem| Received goods have quality problems
If you find any quality problems with the goods you receive, please take photos first, keep the items safe, and then contact our customer service. Provide the corresponding pictures and order number, and the customer service will provide you with a satisfactory solution.
Return & exchange problem| Received goods have non-quality problems
Return & exchange problem| Received goods have non-quality problems
If you receive the goods and find that there is no quality problem with the product, but you are dissatisfied with the product due to personal reasons and want to return or exchange it, please keep the item first and then contact our customer service. Provide the corresponding order number and the customer service will provide you with friendly service.
Return & exchange problem| Return & exchange shipping charges
Return & exchange problem| Return & exchange shipping charges
Since the goods have been delivered. There is no quality problem with the product, and the customer needs to bear the return and exchange shipping costs. If there is a quality problem with the product, the seller will bear the return shipping fee.
Other problems| Create an account
Other problems| Create an account
You can! We're really excited to offer accounts so you can keep an eye on your order history, current order status, earnpoints and invite friends to Our Place, too! Click here to get started and let us know if you have any questions!
Other problems| Discount code not available
Other problems| Discount code not available
Please double check that the discount code is correct first. Then check that you are using the code on the applicable item. If you’re still having trouble during the checkout process, please email us. It’s always appreciated when you’re able to include a screenshot of your cart so we can see exactly what issue you’re experiencing.
*Promo codes can’t be doubled up. Promo code discounts are only valid on full price items. Promo codes are also subject to any terms and conditions associated with that specific promo code.
Other problems| Redeem discount code
Other problems| Redeem discount code
After getting the discount code, copy the discount code to the corresponding product page to place an order. Enter the discount code on the right side of the checkout page (on a computer) or in the Detail of the checkout page (on a mobile phone). The checkout amount will change after successful application.
*If the discount code can be applied directly, there is no need to fill in the discount code. Subscribe to our email to send discounts from time to time.
Other problems| Unsubscribe from email
Other problems| Unsubscribe from email
All of our emails have an “unsubscribe” link at the bottom. You can either unsubscribe or modify your preferences to receive just the most important updates. You can also email us with the subject line "Unsubscribe" and we’ll be happy to help.
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