Returns, cancellation & refunds
Contact us
To cancel or request a return, email zhuliuliu668@gmail.com with your order reference and request. The operator's legal name and detailed Chinese return address have not yet been supplied and must be published before checkout goes live. Do not send a parcel to an assumed address; obtain the confirmed return instructions first.
UK standard orders
For eligible non-personalised distance purchases, notify us that you wish to cancel within 14 days after receiving the goods. You then have a further 14 days after cancellation notice to return them. You may inspect the goods as you would in a shop. We may deduct for diminished value caused by handling beyond what is necessary to establish their nature, characteristics and functioning; inspection alone does not forfeit cancellation rights.
US standard orders
We voluntarily offer US customers the same 14-day cancellation-notification period after receipt and a further 14 days to send an eligible standard item back. This voluntary policy does not replace any applicable consumer protection for defective or misdescribed goods.
Refunds and return postage
Refunds go to the original payment method and include the ordinary initial delivery charge for a cancelled standard order. An optional premium-delivery upgrade above the least expensive standard service need not be refunded. For UK cancellations, we refund within 14 days after receiving the returned goods or evidence that they have been sent back, whichever comes first, where withholding pending return is permitted. We aim to apply the same timing to voluntary US returns. Change-of-mind return postage is the customer's responsibility only where clearly disclosed before purchase; faulty or misdescribed goods are handled without imposing return costs that the applicable law places on us. We will confirm the Chinese return address and expected return arrangements before payment.
Genuinely personalised goods
The standard change-of-mind cancellation exception applies only to goods genuinely made to your specifications or clearly personalised. Being handmade or made after ordering does not by itself make every product exempt. Before production begins, we offer a full refund if you cancel. Once production has begun, we will assess any cancellation request against the work completed, agreed specification, recoverable costs and applicable rights, and explain any proposed deduction. Deposits are not automatically or universally non-refundable.
Faults, damage and incorrect descriptions
Please send photos of transit damage within 7 days if possible so we can investigate quickly. Seven days is a request for prompt evidence, not a statutory cutoff. Personalisation, a voluntary return window, or failure to supply photos within 7 days does not remove rights concerning defects, damage or misdescription. Contact us for an appropriate repair, replacement or refund under applicable rights.
UK cancellation principles are based on the guidance supplied for this review: gov.uk/accepting-returns-and-giving-refunds. This policy does not limit mandatory consumer rights.