FAQ
Lizii.com Frequently Asked Questions (FAQ)
Lizii.com ("we", "us", "our") is a global full-range e-commerce platform headquartered and registered in Hong Kong, China, with a comprehensive warehouse network spanning Shenzhen, Guangzhou, Tianjin, Hong Kong (China), Germany, Australia, New Zealand, Brazil, and the United States.
This FAQ addresses key questions about our shipping, payments, returns, and account management services, tailored to our global user base. For detailed terms, please refer to our [Terms & Conditions], [Delivery & Returns Policy], and [Privacy Policy].
This FAQ shall be interpreted in accordance with the laws of Hong Kong, China. If any provision of this FAQ is found to be inconsistent with the laws of your jurisdiction, such provision shall be interpreted in line with local laws, and other provisions shall remain in full force and effect.
Shipping & Delivery
Q: What are the shipping rates?
A: Economic air mail shipping starts at USD 1 per item. Final shipping costs are calculated on a per-item basis and vary depending on the product's size, weight, destination country/region, and selected shipping method. Exact shipping fees for each product are clearly displayed on the product listing page and will be confirmed again at checkout before you submit your order.
Q: Where does my order ship from?
A: Orders are dispatched from the most optimal warehouse in our global network based on product availability and your shipping address. Our warehouses are located in:
· China: Shenzhen, Guangzhou, Tianjin, Hong Kong (China)
· Europe: Germany
· Oceania: Australia, New Zealand
· Americas: United States, Brazil
The specific dispatch warehouse for each product is indicated on the product listing page. This distributed logistics model allows us to minimize distribution costs and pass the savings on to our customers.
Q: When will my order be dispatched (China warehouse stock)?
A: Orders for products stocked in our China warehouses are typically dispatched within 1–2 business days of payment confirmation. For products from our local overseas warehouses, dispatch is usually completed within 1 business day.
Shipping timelines vary by warehouse type and product nature:
· Local warehouse shipping: 3–7 business days
· China warehouse shipping: 7–21 business days (varies by product size, weight, and customs requirements)
You can view the estimated delivery time and track your package in real time via the Order History > Details section of your account. Note that tracking information may take several business days to update after dispatch.
Q: Does Lizii.com charge for customs or other extra fees?
A: Lizii.com does not collect, calculate, or reimburse customs duties, taxes, or other import-related fees. These charges are determined by your local customs authority and are the sole responsibility of the recipient.
For orders shipped from our overseas warehouses, customs charges may apply for shipments with a declared value exceeding USD 600 in AU and NZ. For other regions, customs charges may apply for shipments with a declared value exceeding USD 60 (subject to local regulations). We recommend contacting your local customs office in advance to confirm import rules and potential fees for your region.
Payments & Order Confirmation
Q: How do I know my order has been placed and payment confirmed?
A: After completing checkout, you will receive an on-screen notification confirming whether your payment was accepted or declined.
For instant payment methods (credit/debit cards, PayPal), your order will be marked as "Payment Confirmed" immediately upon successful transaction, and you will receive an order confirmation email.
A separate shipping confirmation email with a tracking number will be sent once your order leaves our warehouse.
Q: What payment options are available?
A: We accept the following secure payment methods (all transactions are processed in US Dollars (USD)):
· Credit/Debit Cards: Visa, Mastercard, American Express, Discover, Cirrus, Maestro (processed via the PayPal payment gateway)
· PayPal
We do not accept cash, cash on delivery (COD), or installment payments. The availability of payment methods may vary slightly based on the product type or your shipping destination.
Returns & Refunds
Q: How do I return a product?
A: Eligible items may be returned within 30 calendar days of delivery for a refund or exchange, in accordance with our [Delivery & Returns Policy] and [Return & Refund Policy]. To initiate a return:
· Go to Order History in your account.
· Select the relevant order and click "Support" to contact our customer service team.
Important notes:
· For non-faulty returns (e.g., change of mind, incorrect size/color selected by the buyer), the buyer is responsible for all return shipping costs (local courier fees for Global Local Return, or international shipping, customs fees, and taxes for Return to Base). A full refund is not guaranteed for change-of-mind returns – refunds will be issued minus original shipping fees.
· For faulty, defective, or misrepresented items, we cover return shipping costs and offer a full refund or free replacement.
· All eligible returns (whether via Global Local Return or Return to Base) require the item to be in its original condition, unused, and with all original packaging, tags, and accessories intact. Customized products or perishable items are not eligible for return or refund unless they are faulty or misrepresented.
Q: What return methods are available?
A: To improve the shopping experience for our global users, we offer two convenient return methods: Global Local Return (priority recommended) and Return to Base, which you can choose based on your needs. Importantly, more than 90% of our products are eligible for the Global Local Return service, making returns more convenient for most of our global users.
· Global Local Return (Quick Return Service): Our Global Local Return service covers all countries and the core major cities of the vast majority of regions worldwide (not limited to the locations of our overseas warehouses). This service allows you to return the item to our nearest local return hub, which significantly shortens the return cycle (we verify returned items within 5–7 business days) and simplifies the process by eliminating cross-border customs procedures, providing you with a more efficient return experience.
· Return to Base: This is our standard supplementary return method, where you return the item to our designated centralized return warehouse (based on China's core warehouses), applicable to remote areas not covered by Global Local Return. We verify returned items within 7–10 business days (excluding international shipping and customs clearance time).
When initiating a return via the "Support" button in your Order History, our customer service team will provide detailed instructions for both return methods, including the corresponding return address, return requirements, and a unique Return Authorization (RA) number.
Q: What is the status of my refund?
A: You can check your refund status at any time in the Order History section of your account. Once we receive and inspect the returned item (typically within 5–7 business days for Global Local Return, or 7–10 business days for Return to Base), refunds are processed to your original payment method; your payment provider will then credit the refund amount to your account within 14 business days.
If the refund does not appear in your account within this timeframe, we recommend contacting your bank or payment provider, as processing times may vary by financial institution.
Q: Can I receive a refund to a different card/account if my original card is canceled/lost/expired?
A: For security and compliance reasons, we only issue refunds to the original payment method used for the order. We cannot process refunds to alternative cards, bank accounts, or payment methods.
If your original card has been replaced, contact your card issuer for assistance with receiving the refund. If you require a refund to a bank account (instead of the original payment method), a 10–20% administrative fee will be deducted from your refund amount to cover transaction and processing costs. For full details, refer to our [Delivery & Returns Policy].
Q: Is there a cost for returning items via courier?
A: Return shipping costs depend on the reason for return:
· Non-faulty returns (change of mind, incorrect size/color): The buyer bears all courier return costs (local courier fees for Global Local Return, international shipping/customs fees for Return to Base). Refunds or exchanges are subject to the item being in its original, unused condition.
· Faulty/broken items: Lizii.com covers return shipping costs (local courier fees for Global Local Return; full reimbursement of international shipping/customs fees for Return to Base, based on valid receipts, with a reasonable limit based on product weight/size) and offers a free exchange or full refund (original shipping fees are non-refundable).
