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FAQ

Can I trust Victoriasmoon.co.uk?

Victoriasmoon.co.uk adopts available high technology and encryption to protect every customer's personal information online/offline. Personal Information is stored in a secure environment protected by a combination of physical and technical measure, only our specific staffs know the information for handling with orders.Victoriasmoon.co.uk is a reliable electronic business website to offer best goods and service to customers, will not give out any customer privacy information.

 

Is your website secure with my personal information?

Absolutely! We use SSL security to ensure all your personal information is encrypted. We do not store your credit card information and it will be used one-time only upon purchasing of your product. Then your credit card information will be purged.

 

What information may be collected?

Register email, Password (No any other body can get your password include our staffs, it is encrypted!),Your name, IP address, the date and time, browser and operating system, the URL you request, your shipping address, your billing address; Phone number,etc. Please check all the information especially the shipping address and valid photo number for delivery.

 

How does Victoriasmoon.co.uk use my personal information?

We need the information to process your orders and offer better services to you; we want to make it easier to tailor our products and services to your particular needs. We also want you to have the most enjoyable online shopping experiences. This Personal Information also may be used to contact you about sales, special offers and new site features, unless you have elected not to receive promotional communications in connection with this website. However, if you do not like receiving promotion emails from us, we will respect you wish.

 

How to unsubscribe our email?

When you check out to input your contacting information,you have clicked the option “Keep me up to date on news and exclusive offers”.Thus we send your emails about news and special promotions. If you'd rather not receive these messages, you can click the unsubscribe link on the email and you will be unsubscribed from the mail list immediately and without cost.

 

Is your website secure with my personal information?

Absolutely! We use SSL security to ensure all your personal information is encrypted. We do not store your credit card information and it will only be used one-time only upon purchasing of your product. Then your credit card information will be purged.

 

Does your website provide a quality guarantee for all the products being sold?

Absolutely! If you do not like the product or find damages to the product, contact us immediately! We do all we can to ensure your best shopping experience. You can simply contact us and we'll get it addressed!

 

Payment

What payment methods do you accept?

We accept credit cards (Visa, Master Card, American Express, and Discover) and PayPal.

 

Credit card payments - How to pay with a credit card?

We can accept credit cards as a payment method.

1) Select your shipping address or create a new one;

2) Enter your card details and click “Submit”;

3) Your payment will be processed and a receipt will be sent to your e-mail address.

Please note that you can try to pay for your order by using a credit card only 10 times per day in order to protect the security of your personal data. If several of your attempts have failed, please try again in 24 hours or use another payment method like PayPal;

 

Why has my credit card been declined?

Please ensure that your card details and personal information have been entered correctly. Below are some of the most common reasons for why your credit card was declined:

- You did not honor your credit card issuing bank;

- The funds in your card are not sufficient to complete your purchase;

- You are buying restricted items, like e-cigarettes or adult toys;

- The card has expired or the new card has not been activated yet;

- System section time-out;

- Your card has been stolen or is lost;

Can’t see the credit card option? Payments with a credit card are only activated for specific countries our intermediaries operate in. If you can not use a credit card, you can still select other payment methods, like PayPal.

We do not have access to your credit card information, and thus we suggest you complete the transaction with another credit card or payment method if the problem persists.

 

Why should I verify my identity when paying with credit card?

If we have asked you to verify your identity, this is to safeguard the security of your account and to prevent frauds. You will receive a notification e-mail from sales@victoriasmoon.co.uk asking to verify your identity.

Please reply and attach the following files to the same e-mail:

- A picture or a scan of your credit card showing only its last 4 digits and the card holder’s  name;

- A picture or a scan of your driving license, passport or national ID card; 

You can hide your personal information (birth date and similar ones) and your ID/passport/driving license number.The information submitted will only be used to verify the authenticity of the card holder’s identity, and will not be shared or sold to third parties.

 

How can I find out about my local import tariffs?

Every country has its own import regulations and restrictions. You can contact or refer to the official website of your local post office or customs agency to estimate the amount of import duties you may have to pay.Please note that the shipping and insurance fees you pay do not include import tariffs. We do not bear any tariffs, so please make an estimate of the tariff before you shopping.

 

Orders

How to place an order online?

Simply find the product you want and click the black "Add To Cart" button. Then you will turn to next page.There you can choose to continue shopping or check out.On the left of the “CHECK OUT” button,you will find a gray blank area named “special instructions to seller”,leave your messages and we will keep an eye on your requirements when we process your order. Click “CHECK OUT” button and turn to next page.You will be required to fill in your contact information and shipping address.Please use a street address instead of P.O. box address or in-care-of address.You need to choose the shipping method in this page as well.Click the blue “Continue to Payment method” button and turn to next page.Fill in the billing information according to the instructions and your order is placed! we'll have your order shipped to you as soon as possible!

 

Can I search for a specific item I want?

Yes! On the upper left corner there is an icon like a Magnifying glass,input keywords and you can quickly and easily find what’s currently available on our Site..

 

I placed an order. Can I add an item?

The order is processed soon after placement, so the best solution for you is to place a new order for the additional item.Then orders will be shipped together unless the former orders have been shipped.

 

I placed an order, can I change the shipping address?

Yes, contact us at sales@victoriasmoon.co.uk to make any changes to your shipping details. Please note that you ca not change the shipping address after orders have been shipped.

 

Do you ship to PO Boxes and APO/FPO addresses?

Sorry,we don’t. Please kindly provide your street address as the shipping address.

 

How do I cancel an order?

It depends.For any unpaid orders,you just need to simply log into your account, go to “My Orders” and cancel the unnecessary orders by clicking the “Cancel Order” button.But for paid orders,you can only cancel it before the order status changes to “Processing.”

Please email us if you have any urgent changes,we will make arrangements as soon as possible. Please note that once the order is shipped out, it is unable to be canceled. You can wait to see if you like it or not, if you find that you are still not satisfied with the item, please refer to the instructions found under the category “Return Policy”.

 

How do I check my order status?

Log into " My Account " and enter into " My Orders "and you will see the order status stages.

 

Do I have to pay other fees except the product cost?

Besides product costs, you may have to pay for shipping when you want to choose some certain shipping method,the shipping costs here do not include any tariffs and other charges. You may be required to pay customs fees due to the tariff policies.We do not bear any customs fees.

 

Shipping

Do you ship Internationally?

Yes! We ship worldwide.Trying to make more people experience diamond painting and love diamond painting is our unremitting pursuit.

 

How do I know if my items have been shipped or not?

When your items have been dispatched, we will send a notification email to your registered email address. The tracking number is normally available within the next few days of dispatch.

 

How long does shipping takes?

The duration depends on the shipping method and the destination country. Delays may occur due to holidays and/or any unforeseen events such as flood or typhoon. Please do note as well that custom inspections can be a factor during shipment. Our Standard Shipping typically takes 2 days-4weeks and depending on how fast customs in your country processes the package.See the detail information under the catalog “Shipping Policy”.

 

I ordered multiple paintings, why only received one or part?

Usually the entire order will be shipped in one package but it is possible for some orders to be shipped in separate parcels to keep all products in good condition or the products may from manufacturers in different locations.So no need to worry about that.All orders will come to you in droves.

 

How do I track my order?

Tracking information will be sent to you via an email once your order is shipped out. Log into your account, then you can find the shipping by these steps "My Orders->View Details->Track".You can also send an email to ask about shipping.

 

What shipping methods do you offer?

We work with some major international shipping companies such as DHL, FedEx and EMS to offer four shipping methods,airmail free Shipping,registered airmail with tracking number,express delivery and standard delivery.

 

Are there any additional fees involved in international shipping?

In some cases, there will be VAT or custom duties levied by your destination country. The recipient must pay additional charges for custom duties or taxes. Custom duties and taxes vary from country to country.

 

Return and Exchange

What if my order arrived incomplete, incorrect, damaged or defective?

Your satisfaction is our priority.Please contact us within 7 days from receiving your order if you received merchandise that is incorrect, missing, and/or defective. Please include your order number, photographs of the item(s) and all related references upon receiving your package. We will do our very best to resolve your case as soon as possible.

 

What is exchange policy?

Only defective or damaged Products are eligible for exchange service.Although we will check and pack the Products carefully before delivery, it is difficult to guarantee that there will be no accidental damage in transit.If unfortunately you receive a defective or damaged package,you can choose to return it for full refund.The second solution for this case is to exchange it for the same item, send us an email Sales@victoriasmoon.co.uk,we will help you get out of the hassle.

 

What is Return Policy?

If the Products you receive are damaged or defective during transit,missing,or incorrect Products in the package,please notify us within 7 days since the receipt day.See more under the catalog “Return Policy”.

 

When will I receive my refund?

All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 7-10 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account.

If you haven't received a credit for your return yet, here's what to do: Contact the bank/credit card company. It may take some time before the refund is posted to your account.

 

If you have any additional questions that has not been addressed in our FAQ. Please contact us and we will get back to you as soon as possible!