1. Ordering & Payment
Q1: What payment methods are accepted?
A: We accept major credit/debit cards (Visa, MasterCard, etc.) via secure third-party payment gateways, as well as Alipay, WeChat Pay, and PayPal where available. All payment processing is handled by trusted providers—your full card details are not stored on our servers.
Q2: Can I modify or cancel my order after placing it?
A: If your order has not yet been shipped, contact us as soon as possible (ntenda@tianhexinmeng.site or +86 17754008367). We will attempt to modify or cancel. Once shipped, you may follow the return procedure after receipt.
Q3: How do I use a promo code or gift voucher?
A: At checkout, enter your promo code in the designated field. Only one promo code can be applied per order unless specified. Gift vouchers can be redeemed similarly; the remaining balance (if any) stays on your account for future orders. Promo/voucher terms (minimum spend, expiry, eligible items) are noted in the promotion details.
2. Shipping & Delivery
Q4: What are the shipping options and costs?
A: During checkout, you’ll see available shipping methods—standard or expedited—calculated by weight, destination, and service level. For domestic (China) orders, standard shipping typically costs according to region; free standard shipping may apply for orders above a threshold. International shipping rates depend on country, weight, and chosen carrier. Any remote-area surcharges or customs fees (for international) are displayed or communicated before dispatch.
Q5: How long does delivery take?
A:
- Domestic (China): Processing 1–3 business days after payment confirmation. Transit: 3–7 business days for major regions; 5–10 business days for Xinjiang/remote areas.
- International: Economy services: ~15–30 business days; Express: ~7–20 business days, subject to customs clearance. These are estimates; actual times may vary.
Q6: How can I track my order?
A: Once shipped, we email you a tracking number and a link to track via the carrier’s website. Log into your account on our site to view order status as well. If tracking information is limited (e.g., certain economy services), consider contacting customer service for updates.
Q7: What if my shipment is lost or delayed?
A: If delivery exceeds the estimated timeframe, contact us. We will investigate with the carrier. For confirmed loss, we will arrange reshipment or refund per our policies. For customs-related holds or returns, we will inform you; additional fees (duties, return shipping) may apply.
3. Returns & Exchanges
Q8: What is the return/exchange window?
A:
- No-Reason Returns: Request within 7 calendar days of receipt, for unused items in original condition with tags and packaging intact. Customer bears return shipping cost.
- Defective/Damaged/Incorrect Items: Report within 15 calendar days of receipt; we cover or reimburse approved return shipping.
Certain items (e.g., final sale, personalized) are non-returnable unless defective; see the full Return & Exchange Policy for details.
Q9: How do I initiate a return or exchange?
A: Contact customer service via email (ntenda@tianhexinmeng.site) or phone (+86 17754008367), providing your order number, receipt date, item details, and reason. After authorization, pack and ship per instructions. Once we inspect and approve, we process refund or send the replacement.
Q10: When will I receive my refund?
A: After we receive and inspect the returned item, approved refunds are processed within 7–10 business days. The actual credit to your payment method may take additional days depending on your bank/provider. Original shipping fees are refundable only if return is due to our error.
4. Product & Sizing
Q11: How do I choose the correct size?
A: We provide a detailed sizing guide on each product page (measurements in cm/inches). Measure yourself following those instructions. If between sizes, consider the fit style (e.g., loose vs. slim). For additional help, contact customer service with your measurements and the item style.
Q12: What if the item doesn’t fit as expected?
A: Use our exchange process within the return window to swap for another size or style, subject to stock availability. Review our Return & Exchange Policy for eligibility and instructions.
Q13: How should I care for my clothing?
A: Each product includes care instructions (e.g., machine wash cold, hand wash, tumble dry low). Follow labels to maintain quality. General tips: wash dark/light items separately; avoid harsh chemicals; air-dry delicate fabrics when possible.
5. Account & Privacy
Q14: Do I need an account to place an order?
A: You may checkout as a guest, but creating an account lets you track orders, save addresses, view order history, and manage preferences more conveniently.
Q15: How is my personal information protected?
A: We follow industry-standard security measures: HTTPS/TLS encryption, restricted access controls, and data handling per our Privacy Policy. Payment data is processed by third-party gateways—full card details aren’t stored on our servers. See our Privacy Policy for details on data collection, usage, storage, and your rights.
6. Customer Service & Support
Q16: How can I contact customer service?
A:
- Email: ntenda@tianhexinmeng.site
- Phone: +86 17754008367 (business hours, e.g., Monday–Friday 9:00–18:00 CST)
- Live Chat/Form: If available on-site, use it for quick questions; otherwise leave a message and we’ll reply within 24 business hours.
Q17: What if I have feedback or complaints?
A: We welcome feedback to improve. Submit comments via email or contact form. For complaints, our team will acknowledge within 24 hours and work to resolve within 1–7 business days depending on complexity. You may escalate unresolved issues as described in our Service Policy.
7. Promotions & Membership
Q18: Do you offer a loyalty program or membership?
A: We may run a rewards or membership program offering exclusive discounts, early access, or points for purchases. Join via account registration or newsletter signup. Program details (earning/redeeming points, tiers, validity) are published on-site when available.
Q19: How do I unsubscribe from marketing messages?
A: Every marketing email or SMS contains an “unsubscribe” link. You can also update preferences in your account settings or contact customer service to opt out. Note: transactional messages (order confirmations, shipping notifications) are still sent as needed.
8. Wholesale & Partnerships
Q20: Do you offer wholesale or bulk purchase options?
A: If you are a retailer or interested in bulk orders, please contact us at ntenda@tianhexinmeng.site with company details, estimated quantities, and intended markets. We will discuss pricing, minimum order quantities, and logistics arrangements.
Q21: How can I become a brand ambassador or collaborate?
A: For influencer partnerships, collaborations, or affiliate inquiries, reach out via email with your profile, audience demographics, and proposed collaboration ideas. We evaluate opportunities aligned with our brand image.
9. International Customers
Q22: Are there any customs duties or taxes I should know?
A: International orders may incur import duties, taxes, or customs fees depending on your country’s regulations. These are the customer’s responsibility unless otherwise stated in a promotion. Check local rules before ordering. We declare order value on customs forms per regulations.
Q23: Do you ship worldwide?
A: We ship to most countries. During checkout, available destinations and shipping options appear. If your country isn’t listed, contact us to confirm feasibility.
10. Other
Q24: What if an item is out of stock?
A: Product pages indicate stock status. If out of stock, you may sign up for restock notifications. For orders placed when stock is limited, if an item becomes unavailable after purchase, we will notify you promptly and offer alternatives or a refund.
Q25: Do you offer gift wrapping or gift messages?
A: If available, you can select gift wrapping or include a personalized message at checkout. Additional fees may apply; details are shown during checkout or promotion periods.