FAQ

📦 Shipping and Delivery

  1. How long will it take to receive my order after shipping?

    • Retail Accessories: Orders are typically shipped within 1-3 business days after placement. The exact delivery time depends on the logistics company, with standard door-to-door delivery expected within 10-14 days.
    • Custom Decoration Services: We will schedule material production and shipment based on your event date, with specific timelines detailed in the invoice.

  2. How is the shipping cost calculated?

    • Retail Accessories: Free shipping is available for orders over ¥99 (excluding remote areas). For orders below this threshold, shipping fees are charged based on actual weight.
    • Custom Services: Shipping costs will be quoted separately based on the quantity of materials and the delivery distance, which will be clearly communicated during the proposal confirmation.
  3. How will my order be shipped?
    All orders are carefully packaged and shipped using reliable carriers to ensure safe delivery. Shipping times may vary based on your location. You will receive a tracking number via email once your order has been dispatched.
  4. How can I track my order?
    Once your order has been shipped, you will receive a confirmation email containing your tracking number. You can use this number to track your package through the carrier’s website.
  5. Can I change or cancel my order after it has been placed?
    If you need to make changes or cancel your order, please contact us as soon as possible. We can accommodate changes within 24 hours of your purchase; however, once production begins, we cannot guarantee any modifications.

  6. Do you offer international shipping?

    Yes, we offer international shipping to all countries, with the exception of certain remote areas. Please review our shipping policy at checkout for more details on shipping rates and delivery times.

🖐️ Handmade Product Defect Policy

  1. Is it normal for handmade decorations to have imperfections?
    Yes, many of our products are handcrafted (such as hand-painted props, dried floral arrangements, handmade beadwork, and custom ribbons), which is what makes them unique and full of character.

    Handmade items may exhibit the following "non-defect" characteristics:

    • Minor glue marks, loose threads, or brush strokes
    • Variations in color, shape, and texture of natural materials (such as dried flowers and wood pieces)
    • Slight measurement discrepancies due to manual measuring (typically ±1-5 cm/ ±0.39-1.97 inches)
    • Color variations between different batches (especially in dyed products)

    These characteristics are normal traits of handmade products and do not constitute quality issues; therefore, returns or exchanges based on these reasons will not be accepted.

  2. What constitutes a “quality issue” eligible for return or exchange?
    Please contact us promptly if your product exhibits any of the following conditions:

    • Noticeable damage, breakage, or large areas of detachment
    • Significant size discrepancies (over 10 cm)
    • Obvious differences between the actual product and the confirmed proposal that were not previously disclosed

    We will arrange for reshipment, repairs, or partial refunds based on the specific circumstances.

  3. What should I consider before purchasing handmade products?
    We recommend that you carefully read the product descriptions and view the actual photos before placing an order. If you are particularly concerned about "handmade traces," we suggest prioritizing our standard non-handmade accessories (such as preserved flowers, faux floral arrangements, and decorative items). Our customer service team will provide accurate information regarding the production processes during inquiries, so we encourage you to confirm your acceptance before placing an order.

  4. Can I return or exchange custom products?
    Due to the personalized nature of our custom products, all sales are final, and we cannot accept returns or exchanges on these items. Please double-check your specifications before placing an order to ensure your satisfaction.

💰 Payment Information

  1. What payment methods do you support?
    We accept a variety of payment methods, including major credit cards (Visa, MasterCard, American Express), PayPal, and other secure online payment options. All transactions are encrypted for your safety.

    The system will automatically guide you to complete the payment after placing your order.

  2. Is there a deposit required?
    Yes. For custom design services (such as wedding decorations and party scene design), we require a deposit of 40-50% of the total amount. The remaining balance must be paid 2-5 business days before delivery. Retail accessories generally support full payment.

  3. Is the deposit refundable?
    Once the deposit for custom services is paid and enters the design or procurement stage, it is non-refundable. This is because we reserve time slots, procure materials, and arrange personnel based on your needs. Thank you for your understanding.

🎨 Custom Product Policy (Important)

  1. Can custom products be returned or exchanged?
    Custom products are not eligible for return or exchange without valid reason.

    Due to the personalized nature of custom items (such as wedding backdrops, themed floral arrangements, and exclusive props), which are specifically designed, produced, or sourced according to your unique requirements, all sales are final. Please ensure that you confirm the design proposal and specifications before placing your order.

  2. What if I am not satisfied with the custom result?
    During the design phase, we will engage in thorough communication with you to confirm the proposal (including renderings, materials, color samples, etc.). Production will only commence once the proposal has been finalized. If the final product significantly deviates from the agreed-upon proposal, we will take responsibility for free adjustments or a complete redo. However, if the concern is merely a subjective feeling of "not aesthetically pleasing enough," it will not fall under the return or exchange policy. We appreciate your understanding.

  3. What should I do if my handmade product has imperfections?
    As each of our products is handcrafted, some variations and minor imperfections are natural and add to the uniqueness of the item. However, if you receive a product with significant flaws or damage, please contact us within 7 days of receiving your order, and we will work with you to resolve the issue.

📞 Other Questions

  1. Can I request expedited production?
    This depends on our availability. If your event date is approaching, please contact customer service to confirm if we can accommodate an expedited order. Additional fees may apply for expedited services.
  2. Can I change or cancel my order after it has been placed?
    If you need to make changes or cancel your order, please contact us as soon as possible. We can accommodate changes within 24 hours of your purchase; however, once production begins, we cannot guarantee any modifications.