FAQs

Hello! You can modify the address through the order interface. If needed, please provide the order number and new address, and our customer service team will assist with backend operations (must be completed before shipment).

Hello! If your order is in the 'Pending Shipment' status, you may cancel it via the order interface. Once the order is marked as 'Shipped', modifications or cancellations are no longer possible. We recommend contacting the logistics company directly for mid-shipment address changes, but please note that any associated fees will be your responsibility.

According to the regulations of the destination country, customs duties are typically borne by the consignee. The specific amount is calculated by local customs based on product type, declared value, and trade agreements.
Operational Guidelines:
1.Contact Authorities:
Reach out to local customs or logistics companies with your Order Number, Tracking Number, and product details (e.g., item name, quantity, value).
2.Prepare Documentation:
Submit required documents, including Commercial Invoice, Packing List, and Tracking Number (must match declared information).
3.Customs Clearance Agent:
Engage a logistics company to handle customs clearance (service fees may apply).
If Additional Duties Are Required:
1.Payment:
Pay via online platforms (e.g., customs portal) or offline channels (bank/post office) as notified by customs.
2.Documentation:
Retain payment receipts and notify the logistics company to update the shipment status.

Hello! Thank you for your interest in our products.
Illustration Difference Clarification:
We are the official licensed brand partner of Wuthering Waves, and all products comply with copyright regulations.
If you notice discrepancies in the character art, this may be due to:
・Limited-edition co-branding versions
・Overseas special editions
・Production batch adjustments
Please refer to the product page description for details.
You may:
1.Click to view copyright collaboration proof.
2.Contact our customer service privately to request a copy of the official authorization document for verification.
Should you have further questions, feel free to reach out!

Hello! Thank you for your interest in our products.
Release Schedule: Our products are offered as non-scheduled limited releases.
Recommendations:
1.Subscribe to our official website's "New Arrivals" section for real-time updates.
2.Follow our overseas social media accounts (e.g., Facebook, Instagram) to stay informed about restocks and new product launches.
Should you need further assistance, please feel free to contact us.

Regarding your inquiry about pre-order item shipments:
Estimated Shipping Timeline: The product page explicitly states the estimated shipping time range (e.g., "Goods will be shipped in June/July."). However, delays may occur due to production timelines or logistics factors.
Our Actions:
1.Orders will be prioritized based on payment sequence.
2.We actively monitor production and logistics progress.
For Urgent Requests:
Leave a note in the order comments, and we will assist in expediting the shipment.
Thank you for your understanding and patience!

Regarding your inquiry about pre-order item shipments:
Estimated Shipping Timeline: The product page explicitly states the estimated shipping time range (e.g., "Goods will be shipped in June/July."). However, delays may occur due to production timelines or logistics factors.
Our Actions:
1.Orders will be prioritized based on payment sequence.
2.We actively monitor production and logistics progress.
For Urgent Requests:
Leave a note in the order comments, and we will assist in expediting the shipment.
Thank you for your understanding and patience!

Hello! Thank you for your interest in our products. Below is the clarification and guidance on product information:
Each product page on our website explicitly includes detailed size charts, material specifications, and craftsmanship details (including tolerance ranges and care instructions).
If you require further information, please specify your needs in the reply and we will send detailed materials via email within 12 hours.

Hello! Regarding your inquiry:
Currency Display & Payment:
Product prices are automatically converted to local currency based on your shipping region (e.g., USD for the United States).
Payment Options:
Support for multi-currency payment methods (e.g., PayPal, credit cards). Transactions will be processed using the real-time exchange rate at the time of payment.
For detailed information, please refer to our payment policy page.

Dear Valued Customer,
Regarding your inquiry about PayPal payment showing 'Processing' on our website but no transaction record in PayPal:
Please provide [Order ID + PayPal Account Email] for verification.
Reason Analysis:
1.Bank Processing Delay:
UnionPay card payments require foreign currency exchange and settlement, which may take up to 72 hours to synchronize data (excluding weekends/holidays).
2.Risk Control Interception:
PayPal might flag transactions as "Pending Review" due to risk factors (e.g., large amounts, cross-border payments). Check Resolution Center → Pending Transactions in your PayPal account.
3.Urgent Action:
If no record appears after 48 hours, please place a new order (original order will auto-expire).

Dear Valued Customer,
Shipping Rules for Different Release Periods:
1.Default Consolidated Shipping:
Pre-released products will be consolidated with post-release items and shipped together after the latter’s inventory is prepared. The original order’s free shipping benefit will be retained.
2.Split Shipping Option:
・To prioritize shipping pre-released items, additional shipping fees will apply based on the proportion of items shipped early.
・Example: If 3 out of 5 items are ready, the fee is calculated as (3/5) × standard rate.
For detailed calculations or adjustments, please contact our customer service team.

Dear Customer,
Delivery Restrictions:
Your order cannot be processed due to:
1.Address outside service area
2.Total package weight exceeding 2kg limit
Recommended Solutions:
・Split the order (≤2kg per item)
・Select a supported delivery address
For further assistance, please contact us.

Hello! Regarding your payment inquiry:
Duplicate Charge Resolution:
If you encounter duplicate charges, please provide the Order ID and payment screenshot. We will verify and refund the excess amount to the original payment method within 1-3 business days.
Refund Tracking:
・Check the refund status via your payment platform (e.g., PayPal, credit card statement).
・For expedited processing, submit a "Transaction Dispute" request through our APP’s Customer Service Center.
Should you need further assistance, feel free to contact us!

Dear Valued Customer,
Regarding Missing/Damaged Items:
We sincerely apologize for the inconvenience and will prioritize your case.
Required Information:
Please provide Order ID and clear photos of the missing/damaged items.
Resolution Timeline:
・Verification: Completed within 1 business day.
・Reshipment: Arranged immediately (estimated delivery in 15 days).
Alternative Option:
If you prefer a partial refund for missing items:
1.Our operations team will verify inventory and order details.
2.Refunds will be processed via the original payment method.
Return Policy: For details, refer to [Return & Exchange Guidelines].
Note: You may keep the incorrectly delivered items; no return shipping is required.
Thank you for your understanding and cooperation.

Dear Valued Customer,
Apology for Product Defects/Damages:
We sincerely apologize for the inconvenience caused. If you discover missing/incorrect items or damages within 5 days of receipt, please contact us via your order confirmation email with:
・Order ID
Invoice
・3 clear product photos (including outer packaging and multi-angle details)
・Full unboxing video
Compensation Options:
1.Functional Damage (e.g., fractures, paint peeling affecting core functionality):
・Eligible for partial refunds or replacement parts (subject to operations team review).
2.Cosmetic Damage (e.g., minor scratches, assembly gaps):
・No compensation provided, but we will optimize quality control processes.
Special Notes:
・If outer packaging damage exceeds 10cm width with visible internal items, prioritize claiming compensation from logistics providers.
・For soft/hard-core products (e.g., figurines, badges), refer to :
Functional: Figurine part fractures, badge rusting.
Cosmetic: Minor scratches.
All compensations require 3-5 business days for review. Thank you for your feedback—we are committed to improving service quality!