FAQs

You can easily download the invoice for your order by following these steps:

1. Log in to Your Account:
   Visit our website and log in using your registered email address or phone number.
2. Go to Order History:
   Navigate to the "My Orders" section in your account dashboard.
3. Select the Order:
   Click on the order for which you need the invoice.
4. Download Invoice:
   Look for the "Download Invoice" button and click on it to save a PDF copy of your invoice.

You can easily track your order status by following these steps:

1. Visit the Tracking Page: Go to Track My Order.
2. Enter Your Order ID: Input your Order ID/No. in the provided field.
3. Check Status: Click on the "Track Your Order" button to view the current status of your shipment.

You can apply the coupon code received as a store credit in the discount coupon section when placing another order. This will help you redeem the applicable discount on your purchase.

Please note that according to the terms and conditions of the coupon, if you cancel your order, you will not be able to reuse the coupon. 

We recommend considering this before proceeding with the cancellation of your order.

If you do encounter problems using your coupon, you can always contact our customer service staff.

Yes, because we have overseas warehouses and branches in some countries and regions, we may provide cash payment for some of our products. For specific details, please refer to our offline physical purchase information or ask our customer service.

Yes, we offer refunds if you are not satisfied with your purchase. Follow these steps:

1. Fill out the Return Request Form.
2. Wait for a call from our team to discuss the issue.
3. Once approved, we will arrange for a reverse pickup, and the refund will be processed within 7- 10 working days.

You must initiate a return within 14 daysof receiving the product. Returns initiated beyond this period cannot be processed.

Yes, the following conditions apply:

• The product must be returned in its original condition.
• Items showing signs of wear, damage, or alteration will not be accepted.
• Returns are subject to a successful quality check.
• You will be responsible for the return shipping costs.

Yes, we offer a hassle-free exchange process for our customers:

1. Fill out the Exchange Request Form.
2. Our team will contact you to discuss the issue.
3. Once approved, we’ll arrange for a pickup and exchange your product.

Exchanges must be requested within 14 daysfrom the delivery date.

Yes, the following conditions apply:

• The product must be in its original, undamaged condition.
• Exchanges are subject to stock availability.
• A product can only be exchanged once.
• You will be responsible for the round-trip shipping costs for the exchange.

1. Refund only: Refunds will be processed within 7-10 business days from the date your return is approved. The specific time may vary depending on your payment method or bank processing time.
2. Return and refund: The refund process will be initiated within 3 working days after we receive your return.
3. Refund method: The refund will be directly returned to the original payment method used for purchase.
4. Points and coupons: The points and coupons you use will not be included in the refund amount.
5. To ensure smooth and timely resolution of the problem, please stay tuned for information from our team.
   
   

If your product arrives damaged:

1. Contact us within 24 hours of delivery.
2. Provide photos of the damaged item for verification.
3. Once verified, we will initiate a return, exchange, or refund based on your preference.

If you notice a mismatch in the delivery status or package contents, please follow these steps:

1. Report the Issue:

• Notify us within 24 hours of delivery.

2. Provide Details:

• Share your order details and any supporting evidence.
• A shipment label picture is mandatory for discrepancies related to missing items or incorrect quantities. This helps us validate and resolve the issue efficiently.

3. Resolution Process:

• Our team will investigate the matter and provide a resolution promptly.

Yes, we have our own factory and some of our products can be customized for you. For specific customization categories, please refer to the customization channel of the website. If you have specific customization requirements, you can contact us at any time and we will do our best to help you solve the problem.

Some of our products can provide leasing services, but the specific details need to refer to whether we have established local branches or overseas warehouses. If you want to know more details, or want to cooperate with us to develop the local product leasing market, you can contact our marketing specialist: sv@foclover.com

You will be able to add the items as long as it is available. There could be an instance where the item is in someone else’s shopping cart hence the status of the items is reflected as “Temporarily Unavailable”.