FAQ (Frequently Asked Questions)

Welcome to Our Help Center!

Here are answers to the most common questions. If you can’t find what you’re looking for, please don’t hesitate to contact our customer service team.

Ordering & Shopping

1. How do I place an order?

Browse our products, select your desired options (like color/size), and click “Add to Cart”.

Once you’re ready, click the shopping cart icon at the top right and proceed to “Checkout”.

Review your items, enter your shipping address, choose a shipping method, and complete your payment securely.

2. Can I modify or cancel my order?

We process orders very quickly. If you need to change or cancel your order, please contact us immediately using the information at the bottom of this page. We will do our best to help if your order has not yet been shipped.

3. How long does it take to process and ship my order?

All orders are processed within 1-2 business days (excluding weekends and holidays) from our warehouse in Hong Kong.

Shipping & Delivery

1. Where do you ship from and what are the shipping options?

All orders are shipped from our warehouse in Hong Kong. We offer several reliable international shipping options (e.g., Standard, Express) during checkout. Shipping costs and delivery times are calculated automatically based on your location and chosen method.

2. How long will it take to receive my order?

Standard Shipping: Typically 10-20 business days.

Express Shipping (e.g., DHL, FedEx): Typically 3-7 business days.

Please note: These times are estimates and do not include customs clearance times in your country. You will receive a tracking number once your order is shipped.

3. What about customs and import taxes?

Since we ship from Hong Kong, your order may be subject to import duties and taxes. These fees are the responsibility of the recipient and are determined by your local customs authorities. We are unable to predict or control these charges.

4. Can I change my shipping address after ordering?

We can only change the address if the order has not been shipped. Please contact us immediately if you need to make a change. Once the order is shipped, we cannot alter the delivery address.

5. My tracking information hasn’t updated. What should I do?

It can take 24-48 hours for tracking information to activate after the shipping label is created. Sometimes, there can be delays in scanning during transit. If your tracking hasn’t updated for more than 3 business days, please contact us, and we will investigate for you.

Payment & Security

1. What payment methods do you accept?
We accept secure payments through Stripe、PayPal. This allows you to pay safely with all major credit and debit cards, including:

Visa、Mastercard、American Express、Discover

Stripe also supports other local payment methods popular in Europe and North America, such as Apple Pay and Google Pay.

2. Is my payment information secure?
Absolutely. Our website is secured with SSL encryption. We use Stripe, a globally recognized and PCI DSS compliant payment processor. This means we never store or have access to your sensitive credit card details on our servers. Your payment is handled with the highest level of security.

3. My payment failed. What should I do?
Sometimes payments can fail due to network issues or bank declines. Please:

Ensure your card details are correct.

Check with your bank to ensure international transactions are enabled.

Try again after a short while.
If the problem persists, please contact your bank or try a different card.

Returns, Refunds & Exchanges

1. What is your return policy?
We want you to be happy with your purchase. We offer a 30-day return policy from the date you receive your item. The item must be unused, in its original packaging, and with all tags attached. For hygiene reasons, certain items (like intimate apparel) are final sale unless faulty.

2. How do I start a return or exchange?

Log into your account and go to your order history.

Select the order and item you wish to return/exchange and state your reason.

Our customer service team will review your request and provide you with a Return Authorization and instructions within 24-48 hours.

3. Who pays for return shipping?
For change-of-mind returns, the customer is responsible for the return shipping cost. We will cover the return shipping cost if the item is faulty or we made an error.

4. How long does it take to receive my refund?
Once we receive and inspect the returned item, we will process your refund within 3-5 business days. The refund will be credited back to your original payment method. Depending on your bank/card issuer, it may take 5-10 business days for the refund to appear on your statement.

Account & Technical Support

1. I can’t log in to my account.
Please ensure you are using the correct email address and password. Passwords are case-sensitive. Click the “Forgot your password?” link on the login page to reset it.

2. The website isn’t working correctly.
Please try refreshing the page, clearing your browser cache, or using a different browser (like Chrome or Firefox). If the issue continues, please describe the problem to us.

Other Questions

1. Do you issue invoices?
Yes, we automatically generate an invoice for every order, which is emailed to you after purchase. You can also download it from your account order history.

2. Are your products authentic?
We guarantee that all our products are 100% authentic. We work directly with manufacturers and authorized distributors to ensure quality and authenticity.

Still Need Help?

Our friendly customer support team is here for you!

Email: oleionhk@outlook.com (We aim to reply within 24 hours)

Contact Form: [Link to your contact form page]

Response Times: Monday – Friday, 9:00 AM – 6:00 PM (GMT -5 / EST)

Thank you for shopping with us!