Frequently Asked Questions
Your Questions Answered
GENERAL INFORMATION
1. What is your company about?
We specialize in creating high-quality and meaningful products, with a focus on craftsmanship and emotional value
2. Where are you located?
Our main office is located in Kowloon, Hong Kong, and we ship our products worldwide
ORDERING & PAYMENT
1. Can I change my order after placing it?
Orders can only be changed within 48 hours of placement. For custom products, changes may not be possible
2. Do you offer bulk discounts?
Yes, we provide discounts for large orders. Please contact our customer service team for more details
RETURNS & EXCHANGES
1. What is your return policy?
Non-customized products can be returned within 7 days of receipt if they are unused and in original packaging. Custom items are non-refundable unless defective.
2. How do I initiate a return?
Please contact our customer service team with your order number and reason for the return. We will guide you through the process
3. What happens if my product arrives damaged?
If your product arrives damaged, please contact us within 48 hours with photos, and we’ll arrange a replacement or refund
Product Customization
1. How long does it take to produce customized items?
Custom items typically take 5–10 business days for production, depending on the complexity of the design
2. Can I cancel a customized order?
Once production has started, customized orders cannot be canceled