Q&A

1. Shopping process

1. Q: How to place an order on the Eraori website?
A: The shopping process is as follows:
1. Browse our products and select the product you like, click "Add to Cart".
2. Enter the shopping cart page, check the product quantity and amount, and click "Go to Checkout" after confirming that they are correct.
3. Fill in the shipping address and personal information, and select the payment method.
4. After completing the payment, you will receive an order confirmation email. We will process your order and arrange shipping within 3-7 working days.
2. Q: How to use the discount code?
A: Enter a valid discount code on the checkout page, click the "Apply" button, and the system will automatically calculate the discount amount. Please note the validity period and conditions of use of the discount code.
3. Q: Can I reserve or make an appointment for the product?
A: If the product is temporarily out of stock but supports pre-ordering, you can click the "Pre-order" button on the product page and follow the prompts to place an order. We will ship the product as soon as it is replenished and notify you of the progress.

2. Transaction issues

1. Q: What should I do if the order payment is unsuccessful?
A: If payment fails, please check the following items:
• Make sure payment card information is correct.
• Check that your card has sufficient balance.
• Contact your bank to see if there are any restrictions on overseas transactions.
If the problem is not resolved, please contact customer service for assistance.
2. Q: What is the payment currency? Is there an exchange rate difference?
A: We support multi-currency payment, and the default settlement is US dollars. If you pay in other currencies, the bank may charge exchange rate conversion fees, which will be subject to the bank's actual charges.
3. Q: How to get an invoice or receipt?
A: After completing the order, you can download the electronic invoice or receipt on the "My Order" page. If a paper invoice is required, please indicate this in the order notes and we will include it when shipping.

3. Distribution and Logistics

1. Q: How to choose the delivery method?
A: At checkout, you can choose standard express or expedited express. Standard express delivery is more economical and usually takes 7-15 working days; expedited express delivery is faster but more expensive.
2. Q: Can I change the delivery address?
A: Before the order is shipped, you can change the delivery address by contacting our customer service. The order cannot be changed after it is shipped, please make sure the address is filled in correctly.
3. Q: How to track my order?
A: After your order is shipped, you will receive an email with a tracking link. You can also enter the order number on the "My Orders" page of the website for tracking.

4. Returns, exchanges and after-sales services

1. Q: How to apply for return or exchange?
A: If you are not satisfied with the goods you receive, you can apply for a return or exchange within 7 days of receiving the goods. Please log in to "My Orders", find the product that needs to be returned or exchanged, click "Apply for Return or Exchange", and follow the prompts to complete the application. Items must be unused, intactly packaged, and have proof of purchase.
2. Q: What is the return and exchange process?
A:
1. Submit a return or exchange application and obtain confirmation from customer service.
2. Send the goods back to our designated address (return shipping costs are borne by the user, unless there are quality problems with the goods).
3. We will inspect the goods within 7 working days after receiving them and complete the refund or re-shipment.
4. The refund will be returned to your payment account via the original route. The specific arrival time is subject to bank processing.
3. Q: Under what circumstances cannot returns or exchanges be made?
A: Returns and exchanges are not supported under the following circumstances:
• The product has been used or has been damaged.
• The return or exchange application period has expired.
• Special offer for non-quality issues.
4. Q: What should I do if the product has quality problems?
A: If you find that the product has quality problems, please contact us within 48 hours after receiving the product and provide relevant photo or video evidence. After confirmation, we will offer an exchange or full refund.

5. Privacy and Security

1. Q: How do you protect my privacy?
A: We strictly abide by the privacy policy and all personal information will be used for order processing and customer service and will not be disclosed to third parties. We use SSL encryption technology to ensure the security of your payment and information.
2. Q: How to modify or delete my account information?
A: You can modify your personal information in the "Personal Center" after logging in to your account. If you need to delete your account, please contact customer service and we will process it within 72 hours after receiving the request.

6. Contact us

1. Q: How to contact customer service?
A: If you need help, please contact us through the following methods:
• Online customer service: Click "Online Customer Service" in the lower right corner of the website.
• Email: customer@eraori.com
• Tel: +853-6538-0774