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Frequently Asked Questions

  • 1 . Are there any exchange rates?

    All of our transactions are based in US Dollars. If your credit card is based in another currency, your order total will be calculated in accordance with the daily exchange rate of the date your card issuer processes the transaction.

  • 2 . What payment methods do you accept?

    We accept all major online payment methods (PayPal, stripe, etc.) including major credit cards. We do not accept personal checks, money orders, direct bank transfers, debit card payments or cash on delivery.

  • 3 . How secure is my online order?

    When purchasing online using your credit card, all of your information is entered into a SSL secure web page. Your information is then SSL-encrypted and sent directly to our credit card provider's network where your card and transaction are authorized and approved. Your credit card information is not stored on our servers.

  • 4 . How do I change or cancel my order?

    We reserve the right at any time after the receipt of the order to accept or decline the order, or any portion thereof, in our sole discretion, even after the customer receives an order confirmation or after the credit card has been authorized. If the credit card has already been authorized for the purchase and the order is canceled, we will issue a credit to the original method of payment.

    Any cancellation made after an order has been placed will be subject to a cancellation fee regardless of the time the order has been placed (even if it was just a second later) as the merchant processor/credit card will charge us a fee for the cancellation.

    Please note that any order that have already been packed or shipped cannot be cancelled.

  • 5 . How do I set my shipping address?

    Log in to your member account and enter the personal center to set up. Please note that because our website and services are based in English, all the information that you typed in is required to be English input method, including punctuation. If certain letters of your address contain Non-English letters, you are advised to use similar English ones instead. For example, you may change the letter "?" to "c".

  • 6 . Can I change my shipping address after placing an order?

    Please be advised that your shipping address cannot be revised after the order has been processed or shipped. Kindly update your shipping address to your residential address instead of your vocational address as we do not know how long the destination's customs department will have the package on hold.

  • 7 . How long does shipping take & how can I track my package?

    The delivery time is based on the shipping option that you have chosen. After the order is shipped, you can log in to your member account and enter the member center to check the status of the package. We are not responsible for delays caused by the customs department in your country.

  • 8 . Can I use several discount codes in one order?

    Promotion and discount codes cannot be used in conjunction with other promotions and discounts unless stated otherwise.

  • 9 . What Do I Do If I Have Missing Items In My Order?

    If something is still missing, please contact us immediately at service@folomie.com.

  • 10 . When will my order be processed?

    All orders are handled and shipped as soon as possible. Please allow extra time for your order to be processed during holidays and sale seasons.

    We processes orders between Monday and Friday. Orders will be processed within 2-3 business days from the order date and shipped the next day after the processing day. Please note that we don't ship on weekends.

    Please contact us if you do not receive tracking confirmation after 5 business days from the day you completed your payment.

  • 11 . Will I be charged with customs and taxes?

    Import taxes, duties and related customs fees may be charged once your order arrives to its final destination, which are determined by your local customs office.

    Payment of these charges and taxes are your responsibility and will not be covered by us. For further details of charges, please contact your local customs office.

     

    If you still have any questions, please contact us directly at service@folomie.com.

  • 12 . What if the item(s) I received are defective/incorrect/damaged?

    Please contact us within 7 days from receiving your order if you received merchandise that is incorrect, missing, and/or defective. Please include your order number, photographs of the item(s) and all related references upon receiving your package. We will do our very best to resolve your case as soon as possible.

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