Important shipping reminders ( International )

If this order is related to a repair or exchange request, kindly review repair and exchange shipping terms & conditions provided here.

When will I receive my order?

Please be aware that the provided shipping and delivery timeframe is just an estimate and it is possible that the delivery may take longer than usual, especially during high-season or sale events, or if affected by a long weekend holiday.

Destination	Estimated Delivery Timeframe
Asia Pacific Region	3 to 5 working days ( Not including weekend )
Middle-East Asia	5 to 10 working days ( Not including weekend )
Europe & Africa Region	7 to 10 working days ( Not including weekend )
North & South America	3 to 7 working days ( Not including weekend )
The estimated delivery timeframe will commence upon receiving this email

What steps should I take if the tracking number I received is inactive, showing invalid information, or not providing any updates?

• If you have recently received the tracking number, it typically takes 24 to 48 hours for the information to appear. The status update will show as "Picked up" or "Received", indicating that your order has been handed over to the selected courier. Please continue monitoring the status for updates on its progress
• If your order is already in transit and there are no updates or progress shown, please check back after 24 to 48 hours to see if the information has been updated

Is it possible to expedite or rush the delivery or have the order arrive earlier than the estimated timeframe, or on a specific date and time of my preference?

• Unfortunately, that is not possible. Please understand that as merchants, we do not have control over third-party courier operations. Therefore, we are unable to expedite, rush or guarantee a specific date or time of delivery.

I realized that I provided an incomplete address during checkout and just noticed it now. Is it still possible for me to update or change my delivery address? If not, how can I ensure successful delivery?

• Once the package has been booked, picked up by the courier, or is already in transit, we are unable to make changes or updates to your delivery information.
• To ensure a successful delivery, It is important to track the status of your parcel using the provided tracking information to monitor its progress. Additionally, please keep your mobile line open so that the courier can contact you in case they are unable to locate your address during the delivery process.

Despite the tracking indicating that my order is out for delivery, why hasn't the courier contacted me yet?

• It is at the courier's discretion whether the assigned rider will contact you before delivering your order or simply show up at your delivery address. Usually, they will call, so please ensure that you keep your communication lines open to ensure a successful delivery.
• If for any reason you are unable to receive the delivery on their first attempt, they typically deliver the item on the following working day.
  
  
  

Is it possible for you to contact the delivery service on my behalf?

• Most couriers have a policy that prevents merchants from directly contacting riders. Additionally, we do not have direct access to the contact information of your assigned driver. However, the courier you selected may provide you with the contact information of the assigned driver once your order is out for delivery. In that case, you will be able to contact the assigned driver yourself.
  
  

What should I do if the status of my order shows "Shipment with concern," "Shipment with issue," or "Consignee unknown" or other internal issues when I track it?

• The best way to resolve this issue is to directly contact the courier with the tracking number we provided. While we are here to assist you in reaching out to your selected courier, it may be more time-consuming for you to communicate with us, as we would then need to forward your concern to the courier, await their response, and then relay the information back to you.
• Note: To minimize the impact of any delivery delays, we strongly suggest contacting the courier directly. However, if you would prefer our assistance, please be informed that our customer service team is always available to help you.

Will I need to pay customs fees? 

• Customs duties and taxes vary depending on the country of destination. Some countries may have minimal customs fees, while others may have free of charges.
• Please note that customs taxes, duties, and import charges are the responsibility of the customer and will need to be paid accordingly. We do not cover any additional charges or costs for the final delivery of the package to your destination country. These charges are determined by the laws and policies of each individual country, and it is not possible for us to estimate the exact amount you may be charged.
• For more detailed information regarding your country's customs policies and charges, we recommend contacting your local FedEx OR DHL office. They will be able to provide you with the most accurate and up-to-date information.
  
  

VERY IMPORTANT: According to the tracking information, my order has been marked as "DELIVERED", but I have not received anything. What should I do?

• If this situation occurs, please ensure to check with your lobby guard, building admin, caretaker, receptionist or household member as soon as possible. You can also attempt to contact the assigned rider if their information is provided by the courier you selected.
• If the package is still not located, please inform us immediately within 48 hours so we can assist you in filing an investigation with the courier.
• Please be aware that the courier will not accept any claims for lost packages if they are not reported within 48 hours from the time your order was marked as delivered. Consequently, we are unable to accommodate lost claims for your order.

VERY IMPORTANT: What steps should I take if the parcel I received is tampered with, opened, has a broken seal, or contains missing items?

• The responsibility of providing proof or evidence rests with the customer filing the claim. In order to ensure the secure transit of our shipments, all orders are dispatched with void seal or secure Homura® mailer pouch. If an item is lost, missing, tampered with, opened, or has a broken seal, we kindly request that you provide a recorded video of the unboxing or opening of the parcel to serve as substantiation for filing a claim. This is necessary to accurately assess and process lost claims or missing item reports. Failure to provide the recorded video will result in delayed or denied claims.
  

What should I do if it has been 25 days and there has been no delivery progress, or if I haven't received my order yet?

• If none of the suggestions mentioned above have resolved your issue, or if you still have not received your order after 15 days, please promptly contact our official customer service channels. We will assist you with your concern.