C: WHEN IS MY ORDER SHIPPING? S: Kindly provide us with your order number for further assistance.
C: WHY IS MY TRACKING NUMBER NOT SHOWING ANY TRACKING INFORMATION? S: Detailed tracking information on the tracking numbers are usually available when the packages are finally being delivered to your address. Because your product was shipped via sea and yet to be cleared at the port and sent to a delivery agency, the tracking number will not have updated tracking data. Please be assured your product is enroute and will be delivered according to schedule.
C: MY ORDER ARRIVED LATE THAN EXPECTED. I CANNOT USE IT ANY LONGER. CAN I HAVE A REFUND? S: We’re really sorry to hear this. Unfortunately, since we delivered the product to you according to the agreed timeline and it isn’t faulty, we cannot accept a return for a refund. We understand you wanted to use it for an event but agreed to deliver it on …. and the product was delivered as promised so we cannot offer a refund.
C: I ORDERED 2 FLOWER WALLS, BUT ONLY RECEIVED 1, AND THE OTHER ONE HAS NOT BEEN RECEIVED. S: We will find out the reason and giving estimated delivery times in time.
C: IS THERE A WAY I CAN EXPEDITE SHIPPING OF MY ORDER? S: Sure! We offer fast shipping via air and the product can be delivered within 7-15 days after shipping at a cost of $800.
C: I PLACED AN ORDER 2 WEEKS AGO BUT I DO NOT NEED IT ANY LONGER. I WANT TO CANCEL IT FOR A REFUND. S: Your order can be canceled for a refund. As per the terms of service on our website which you agreed to before pacing your order, a full refund is available if you cancel your order within 72hrs after placing. After 72hrs, a 20% is deducted from the cost of your order.
C: HOW CAN I PAY FOR FAST SHIPPING? S: Please find below a payment link that you can pay for the fast-shipping option. Kindly provide us with proof of payment as well as your order number after you have made payment so we can make immediate arrange shipping for you.
C: WHAT DO I DO WHEN I RECEIVE A WRONG PRODUCT OR THE QUALITY ISN’T WHAT I EXPECT? S: We always try our best to provide our customers with the best quality product and this usually does not happen. However, if you ever have any issue with a product received, simply contact our customer service for a prompt resolution rather than raising a dispute with Stripe or Paypal as this prolongs the time for resolving any issues you have.
C: I PLACED AN ORDER FOR ONE FLOWER WALL BUT I NO LONGER LIKE IT. CAN I SWITCH IT TO A NEW ONE? S: This depends on the progress of the production of your order. If production hasn’t started yet, you may be able to change it. On the other hand, if production is already complete but you still wish to change, this will impact on the agreed delivery time as we need to buy new raw materials for the new wall.
MY GOODS WERE SENT TO THE WRONG ADDRESS, WHAT CAN I DO? S: Confirm with the shipping department the delivery address to be sure if it is actually been delivered to the wrong address and rectify it.
C: THE EXPEDITED FEE IS TOO HIGH FOR ME TO PAY. BUT I STILL WANT MY ORDER DELIVERED VERY FAST. S: The shipping charges are determined by external factors and not decided by our company. We can only try our best to help you speed up the production progress, but we can't guarantee that the transportation time will be faster.
C: THE FLOWER WALL I RECEIVED IS INCONSISTENT WITH THE PICTURE ON YOUR OFFICIAL WEBSITE. I AM NOT SATISFIED WITH THE REAL ONE. I WANT TO RETURN IT? S: It is normal for the real object to be slightly different from the picture due to angle or resolution. If insist on returning, it will be handled according to the refund policy.
C: THE FLOWER WALL HAS BEEN RECEIVED, BUT IT IS NOT THE STYLE I ORDERED? S: If you are not willing to accept the received flower wall, we will resend the correct flower wall for you. But need your support send that one back to us.
C: THE FLOWERS ARE DEFORMED AND FALL OFF A LOT . S: This situation is caused by transportation extrusion. Take a picture and contact the customer service. We will provide videos and flower materials to teach how to repair deformed flower walls.
C: WHAT SHOULD I DO IF I RECEIVE TWO FLOWER WALLS ON THE SAME SIDE AND CANNOT BE ASSEMBLED? S: Our flower walls are assembled in two ways: Velcro bonding + rope tying. A. Tie the rope behind the flower wall to use. B. Take a picture for carton and the back of the flower wall send to customer service, service will provide comparison of side A and B of the Velcro, and then contact the customer service.
C: THERE ARE PAPER TUBES IN THE FLOWER WALL, AND THE GLUE IS EXPOSED. WHAT CAN I DO? S: Apologize for our mistakes and we will provide videos to teach how to deal with it.
C: I WANT TO RETURN IT . S: Processed in accordance with the company's return policy.
C: THE FLOWER WALL HAS SHRUNK 5 CM SMALLER . S: The product size refers to the size of the overall effect, not the size of the cloth surface.
C: I WANT TO CHANGE THE STYLE OF THE FLOWER WALL? S: If Production has not started yet, can be replaced. If Completed production, cannot be replaced. If it is a best-selling style, we can agree to replace it according to the actual situation.
C: I NEED TO HELP ME SEND THE FLOWER WALL TO ANOTHER ADDRESS . S: Agree to change address if it has not been shipped. If it has been shipped, it will confirm with the logistics company and try to assist in the change, but the cost needs to be borne by the customer.