Below are answers to common questions about shopping on www.anovloa.com. For other inquiries, contact us at [email protected].
1. Order-Related Questions
Q1: How can I check my order status?
A1: Log in to your account, go to “My Orders” to check your order’s real-time status. We’ll also send order confirmation, shipping and delivery updates to your registered email.
Q2: Can I modify or cancel my order after placing it?
A2: Orders can be modified/canceled only if unprocessed. Email [email protected] immediately with your order number. Once marked “Preparing for Shipment”, changes are not allowed.
Q3: Why was my order rejected?
A3: Orders may be rejected due to stock shortages, incorrect info, fraudulent payment or shipping restrictions. We’ll email you the specific reason.
2. Payment-Related Questions
Q1: What payment methods do you accept?
A1: We accept major credit cards (Visa, Mastercard, Amex), debit cards and secure platforms like PayPal. All payments use encrypted channels for security.
Q2: Will I be charged additional fees for payment?
A2: We don’t charge payment fees. Your bank may apply foreign exchange or cross-border fees for international cards.
3. Shipping & Delivery Questions
Q1: Do you offer free shipping?
A1: No free shipping. Fees are calculated by your address, product weight/volume and shipping method, and displayed at checkout.
Q2: How long will it take to receive my order?
A2: Orders process in 1-3 business days (excl. HK holidays). Delivery: 1-3 days (HK SAR); 5-15 days (int’l standard) or 3-7 days (int’l expedited, if available). Customs clearance may cause delays.
Q3: How can I track my shipment?
A3: Once shipped, we’ll email a tracking number and courier link for real-time package updates.
4. Returns & Refunds Questions
Q1: What is your return period?
A1: Request returns within 7 calendar days of delivery. Late requests won’t be accepted.
Q2: Who bears the return shipping fee?
A2: You cover return shipping for general reasons (e.g., change of mind). For damaged/defective/wrong items, we cover return shipping and offer free replacement or full refund.
Q3: How long will it take to get my refund?
A3: After we inspect returned items (1-2 business days), eligible refunds process in 3-5 days to your original payment method.
5. Product-Related Questions
Q1: Do you provide product customization services?
A1: No product customization. All items are pre-designed (fixed styles/sizes/colors); check product pages for details.
Q2: How do I choose the right size?
A2: Each product page has a size chart (cm/inches). Compare your measurements to it; email us your stats for further help.
Q3: Are clearance items eligible for return?
A3: Clearance items are final sale (non-returnable) unless defective. Confirm status before purchase.
6. Account-Related Questions
Q1: How do I reset my account password?
A1: Click “Forgot Password” on login page, enter your email. We’ll send a reset link; use it to set a new password.
Q2: Can I change my registered email address?
A2: Yes. Log in, go to “Account Settings” > “Edit Email”. Verify via your original email before updating.
7. General Inquiries
Q1: How can I contact your customer service?
A1: Email [email protected] (response in 1-2 business days). Address: ROOM 32, 11/F, LIK KA INDUSTRIAL BUILDING, 8 NG FONG STREET, SAN PO KONG, KOWLOON, HONG KONG (correspondence only).
Q2: Will you share my personal information with third parties?
A2: We never sell your info. We only share necessary details with trusted third parties (e.g., couriers, payment processors) to fulfill orders, per our Privacy Policy.
