Below FAQ are some common concerns, if you have any specific requirements or questions, please just send it to: tenaciousloucia@outlook.com
Do I need an account to order?
No, you can place an order as a guest. However, there are some perks if you have an account with us:
- Quick checkout process.
- Easily view your order status and order history.
- Receive updates detailing our new releases and special promotions.
- d. More beneficial from T&L
What if I forgot my password?
On the login page, click “Lost Password” and you’ll be redirected to a page where you can reset a new password.
What if I typed wrong email address or contact information?
Please contact us ASAP! We will update your contact information. Please fill in your address in all details correctly, otherwise your parcel may not be delivered accurately, or your parcel might be rejected or returned (For more information, please see details from terms and policy section).
Are there any exchange rates?
All our transactions are in US dollar. If your credit card is based in another currency, your order total will be calculated in accordance with the daily exchange rate of the date your card issuer processes the transaction.
What payment methods do you accept?
We accept PayPal, Debit card, Credit card and all the alternations that our website accepted. Yet, personal checks, money orders, direct bank transfers, or cash on delivery will not be accepted.
How secure is my online order?
When purchasing online using your credit card, all your information is entered into an SSL secure web page. Your information is SSL-encrypted and sent directly to our credit card provider's network, where your card and transaction is authorized and approved. Your credit card information is not stored on our servers.
How do I change or cancel my order?
We reserve the right at any time after receipt of the order to accept or decline the order, or any portion thereof, in our sole discretion, even after the customer receives an order confirmation or after the credit card has been authorized. If the credit card has already been authorized for the purchase and the order is cancelled, we will issue a credit to the original method of payment. Any cancellation made after an order has been placed, will be subject to a cancellation fee of $0.5 regardless of the time the order has been placed (even if it is just ONE second later) as the merchant processor/credit card charges us a fee for cancellations. Please note that any orders that have already been packed or shipped cannot be cancelled.
How do I set my shipping address?
Since our website and service are based on in English, all the information that provided is required to be in English input method, including punctuation. If certain letters of your address contain non-English letters, you are advised to use the similar English ones instead. For example, you may change letter "?" to "c".
Can I change my shipping address after placing an order?
Please be advised that your shipping address cannot be revised after the order has been processed or shipped. Kindly update your shipping address to your residential address instead of your vocational address as we do not know how long the destination's customs department will have the package on hold.
When will my order arrive?
Arrive in Asia within 5-10 days; Europe, America, and Australia within 7-15 days; Other areas within 30 days by default. Once the order has shipped, we will email your tracking information on the next day as tracking information generally becomes available 24 hours after we have shipped the order. We are not responsible for delays caused by the customs department in your country.
How do I track my order?
We will email your tracking information as soon as your order has shipped. Usually, you will receive the tracking number one day after we have shipped your order.
Can I use discount codes several times within one order?
Promotion and discount codes cannot be used in conjunction with other promotions and discounts unless stated otherwise.
What should I do if I have missing items in my order?
Please contact us immediately.
When will my order be processed?
Immediately! Yet, please allow extra time for your order to be processed during holidays and sale seasons. Except for Chinese statutory holidays, we process orders every day. Orders will be processed within 2-3 days from the order date and shipped the next day after the processing day. Please contact us if you do not receive tracking confirmation after 5 business days from the day you completed your payment.
Will I be charged with customs and taxes?
The prices of all our products already include import taxes, customs duties, and related customs fees. You do not need to pay any additional fees. But we are not responsible for delays caused by the customs department in your country.
How do I return an item?
Due to most of our products are custom made; Returns and exchanges of any kind are not accepted in most circumstance. If you are not happy with your purchase, we would like to negotiate with you for an alternation to achieve your satisfaction.
What if the item(s) I received are defective/incorrect/damaged?
Please contact us ASAP within 7 days from receiving your order if you received merchandise that is incorrect, missing, and/or defective. Please include your order number, photographs of the item(s) and all related references upon receiving your package. We will do our very best to resolve your problem as soon as possible.
How long is the returns process?
Processing returns may take up to 14 business days from the day we receive your return. We will email you to confirm once your return has been processed.
When will I receive my refund?
All refunds will be credited to your original form of payment. If you paid by credit or with debit card, refunds will be sent to the card-issuing bank within 7-10 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account. If you haven't received a credit for your return yet, here's what to do: Contact the bank/credit card service provider. It may take some time before the refund is posted to your account.
Unable to find satisfactory answers?