Have Order Questions?
Customer Service
Express (click here) -
staff responds within 24~48 hours (Monday to
Friday)
Other useful links:-
General
Mailbox-
Check out
the FAQ -
especially useful for first time
customers
Returning a Merchandise?
Not satisfied with a product or
shipment?
You may return unused and unopened items to us
postmarked within 30 calendar days of delivery*. In that case we will refund you
the product price excluding all actual shipping fees already incurred. Actual
shipping fees incurred are determined by the weight of each returned product and
by the way it was sent (e.g. EMS, DHL, Regular/Registered Airmail,
etc).
When returning products, it is recommended for customers to use a
trackable method of shipment as etemall cannot be responsible for items lost while in
transit.
*Definition of delivery date: for EMS/DHL and some
registered airmail packages, the delivery date is displayed on the courier's
tracking site. For orders that do not have online delivery dates provided by the
courier, the delivery date is assumed to be 21 calendar days after
shipment.
Here is a quick checklist if you are returning unused and
unopened products for refunding:
- The items must be unused and unopened.
- Contact us via this link, indicating you want to return a product: http://www.etemall.com/feedback/leave.htm
- A customer service staff will inform you the actual shipping costs
incurred (the non-refundable portion).
- Proceed and send the returning items to the following address. Note that
the returning package must be postmarked within 30 calendar days of delivery
(*see above for definition of delivery date):
TO: etemall
Adress: Room 215, No.1 Building, No. 2 Kefa Road, Middle Area of High-tech Park, Nanshan Distrct City:Shenzhen
Country: China Postal code:518023
When your
items arrive at our return office, a staff will check the product and proceed
with the refund (or store credit at your discretion). Please allow 2 to 4 weeks
for processing after your item is delivered at the product return
office.
Please do not request cancellation of an order by e-mail. Refunds
are sent to your payment account with a PayPal refund transaction ID.
Is the product defective?Please see the
replacement
policy and instructions instead. Once verified, etemall will reimburse you to
cover your return shipping costs.
For defective products, our customer
care staffs may send you different return addresses that's geographically nearby
to your country. Remember to follow instructions given for those
cases.
If you are qualified for a credit on the return shipping postage,
remember to carefully follow the RMA instructions and requirements. When in
doubt, always
contact us for clarifications.
Need Live Help?
You may also reach us live by calling
(+86)755-26014587
new!. Our office hour is between 9am to 6pm
HKT/GMT+8 (lunch break between 11:45AM and 1:15PM), Monday through Saturday
except public and statutory holidays.
etemall Local Time
(HKT/GMT+8):
You can send mail to us:service@etemall.com