FAQs
Thank you for choosing Hopecho! Below are answers to the most frequently asked questions. If you have other questions not covered here, please contact our customer service team.
Order Related
1. How can I check the status of my order?
You can check your order status in two ways: ① Log in to your account on our store, go to the "Order History" section, and view the latest status of your order. ② After your order is shipped, we will send a shipping confirmation email with a tracking link. Click the link to track the real-time logistics information.
2. Can I change or cancel my order after placing it?
If you need to modify the shipping address, product specifications or cancel the order, please contact our customer service within 24 hours of placing the order. Once the order has been processed (e.g., paid, packaged, shipped), we will not be able to modify or cancel it.
3. Why was my order cancelled automatically?
Automatic order cancellation may occur for the following reasons: ① Payment was not completed within the specified time (usually 24-48 hours); ② The product you purchased is out of stock unexpectedly; ③ The shipping address you provided is invalid or cannot be delivered. We will send a cancellation notification email to your registered email address, and the paid amount will be refunded to your original payment account within 3-7 business days.
Payment Related
1. What payment methods do you accept?
We accept multiple secure payment methods, including Credit Cards (Visa, Mastercard, American Express), PayPal, Apple Pay, Google Pay, and other local mainstream payment methods in the destination country/region. All payment processes are encrypted and protected to ensure the security of your funds.
2. Will there be additional fees for payment?
We do not charge any additional payment handling fees. The total amount displayed at checkout is the final amount you need to pay, including product prices and shipping costs (if applicable). However, please note that your bank or credit card issuer may charge international transaction fees, which are not borne by our store.
3. How long will it take for the refund to arrive after canceling the order?
After the order is cancelled successfully, the refund will be processed within 1-3 business days. The arrival time of the refund depends on your payment method and bank processing speed: ① Credit card: 3-7 business days; ② PayPal: 1-3 business days; ③ Other payment methods: 3-10 business days. You will receive a refund notification email after the refund is issued.
Shipping & Customs Related
1. How long will it take for my order to be delivered?
The delivery time includes order processing time and logistics delivery time: ① Processing time: 1-3 business days (excluding weekends and statutory holidays); ② Delivery time: Standard Shipping takes 7-15 business days, Express Shipping takes 3-7 business days. Note: Delivery time is for reference only, and may be delayed due to customs clearance, peak shopping seasons (e.g., Black Friday, Christmas), or local logistics disruptions.
2. Do I need to pay customs duties and taxes?
Cross-border orders may be subject to customs duties, taxes, or other related fees imposed by the destination country/region. These fees are determined by the local customs authority and are the sole responsibility of the customer. Our store does not bear any customs-related fees. Before placing an order, you can consult your local customs office for specific tax policies.
3. Why is my package stuck in customs?
Packages may be stuck in customs due to the following reasons: ① Incomplete or incorrect customs declaration information; ② Need to pay customs duties or taxes; ③ Random inspection by customs. If your package is stuck in customs for more than 5 business days, please contact our customer service with your order number, and we will assist you in communicating with the logistics provider to solve the problem.
4. Do you ship to PO boxes or APO/FPO addresses?
No, we do not ship to PO boxes, APO/FPO addresses, or remote areas that cannot be covered by our logistics partners. Please provide a valid physical address when placing an order to ensure smooth delivery of your package.
Returns & Exchanges
1. What is your return and exchange policy?
We offer a 30-day return and exchange service for most products (excluding personalized products, perishable products, and products marked as "non-returnable"). To be eligible for return/exchange, the product must be unused, in its original packaging, and with all tags and accessories intact. Please contact our after-sales team within 30 days of receiving the package to apply for return/exchange.
2. How to apply for a return or exchange?
The steps for applying for return/exchange are as follows: ① Contact our after-sales team at choh5485@gmail.com with your order number, product photos/videos (if the product is defective), and the reason for return/exchange; ② After our team verifies and approves your application, we will send a return shipping label and detailed return instructions to you; ③ Please send the product back to the designated address within 7 business days after receiving the return instructions; ④ We will inspect the returned product within 3-5 business days after receiving it, and then process the refund or send the replacement product.
3. Who bears the return shipping cost?
① If the return/exchange is caused by product quality problems (e.g., defects, wrong product, damaged product), we will bear the return shipping cost; ② If the return/exchange is due to personal reasons (e.g., no longer need the product, do not like the style), the return shipping cost will be borne by the customer; ③ The original shipping cost is non-refundable for returns due to personal reasons.
4. How long will it take to receive the refund after returning the product?
After we receive and inspect the returned product and confirm that it meets the return conditions, we will process the refund within 3-5 business days. The refund will be credited back to your original payment account, and the arrival time depends on your payment method and bank processing speed (usually 3-10 business days).
Product Related
1. Are the products authentic?
All products sold in our store are 100% authentic. We source products from official authorized suppliers and strictly inspect the quality of each product before shipping. If you have any doubts about the authenticity of the product, please contact us with relevant evidence, and we will investigate and handle it seriously.
2. Why is the product color different from the picture on the website?
The product pictures on our website are taken in professional shooting environments, but due to differences in display devices (e.g., mobile phones, computers) and lighting conditions, there may be slight color differences between the actual product and the picture. This is a normal phenomenon and does not affect the quality and use of the product. If the color difference is too large, please contact our customer service for assistance.
3. How to check the size of the product?
We provide detailed size information (e.g., size chart, measurement method) on each product detail page. Please refer to the size chart to select the appropriate size before placing an order. If you are not sure about the size, you can contact our customer service and provide your relevant measurement data, and we will give you size recommendations.
Other Questions
1. How can I contact customer service?
You can contact us through the following channels: ① Live Chat: Click the "Live Chat" icon at the bottom right of the page (available during business hours: Monday-Friday 9:00 AM-6:00 PM Beijing Time); ② Email: choh5485@gmail.com (orders & after-sales), choh5485@gmail.com (business cooperation), choh5485@gmail.com (suggestions & complaints); ③ Phone: +1 762 585 4705 (business hours only). We will reply to you within 1-2 business days.
2. How to subscribe to your store's promotion information?
You can subscribe to our promotion information by entering your email address in the "Subscribe" section at the bottom of the website and clicking the "Subscribe" button. We will send you the latest product information, discount activities, and exclusive coupons via email. You can unsubscribe at any time by clicking the "Unsubscribe" link in the email.
If you have other questions not listed above, please feel free to contact our customer service team. We will wholeheartedly provide you with quality service!
Hpecho.com
choh5485@gmail.com