After-Sales Service

Support Channels

For order-related issues, please first review the instructions shown in your order detail page. For non-delivery, damage, wrong items, payment issues, or refund requests, contact us with your order number and a clear description of the issue.

Order Cancellation

• Unpaid orders: Orders that are still awaiting payment may be cancelled as long as the current order status allows cancellation.
• Authorized unlimited-group orders: A Stripe-authorized unlimited-group order may still be cancellable before the campaign ends. In that case, the authorization will be released where possible.
• After fulfillment begins: Once shipment preparation, shipment, or pickup arrangement has started, cancellation for convenience may no longer be accepted.

Refund Requests

• Eligible orders: Paid orders may be eligible for a refund request depending on their current order status.
• What to submit: Please explain the reason for the refund request clearly. For damaged, incorrect, or missing items, provide photos or other supporting evidence.
• When to contact us: After receiving the goods, please contact us as soon as possible, ideally within 7 days, if there is a quality or fulfillment issue.
• Refund method: Once approved, refunds are generally made to the original payment method or another method permitted by law and operational policy.

Main Cases Where Returns Are Limited

• Requests based only on customer preference when the delivered product matches the listing description, size, color, and specification.
• Opened or used items that cannot reasonably be resold, except where the item is defective or where applicable law requires otherwise.
• Perishable goods, short-shelf-life items, made-to-order goods, and hygiene-sensitive products where returns are restricted by product nature.

As a general rule, the statutory cooling-off system does not apply to online mail-order transactions.

Review Timeline and Platform Intervention

• Initial review: We review requests on business days and may ask for additional information when necessary.
• Leader-handled issues: Payment-proof checks, shipping delays, and pickup issues are typically reviewed first by the group leader or responsible organizer.
• Platform intervention: For long-unresolved cases, payment exceptions, or refund disputes, the platform may step in to investigate and coordinate a resolution.