common problem
About the order
Q What should I do if I haven't received the package?
A Please contact us via sale@jplandshop.com or Instagram and we will process your request as soon as possible.
Q How should I pay for my order?
A Our website currently supports bank transfer, FPS and Bank Transfer.
Q Is your website secure?
AYou can rest assured that shopping in our online store is safe. We use the latest security systems and encryption software to keep your personal details (such as name, address and bank details) safe.
Q What should I do if I receive a wrong or damaged product?
A We are sorry to hear that you received an incorrect or damaged product. Please contact us as soon as possible at sale@jplandshop.com or Instagram and include your order number, the name/product code of the item you received and any further details. We will contact you within 3 business days to resolve your issue.
Q Can I modify the order content?
A Once you place your order, you cannot amend any details, we receive the order directly and have already started processing your order.
About delivery
Q How will the products be delivered?
A We deliver by Macau Post, SF express, WoFeng Express and EBUY Express .
Q What other areas can you arrange delivery to?
A We will ship to the following areas: Hong Kong, Macau, Singapore, and Australia.
Q How long does it usually take to ship?
A Delivery time includes order processing + shipping time:
Usually the order will be processed within 1-3 working days after it is placed;
Shipping time includes order processing + shipping time:
Usually the order will be processed within 1-3 working days after placing the order
Shipping Time:
Hong Kong & Macau:
Standard delivery: about 3-7 working days
Express service: about 2-5 working days
Asia:
Standard delivery: about 7-15 working days
Oceania:
Standard delivery: about 10-20 working days
- Note: Delivery time may be delayed due to factors such as logistics companies, weather or customs clearance, please understand.
About Returns
Q Do you have a return service?
A. Please follow the steps below to return your product:
1. Contact sale@jplandshop.com within 14 days (from the day you receive the product) and submit pictures of the product in question.
2. My customer service team will reply you via email within 1-3 working days (excluding holidays).
*Tips: No refunds are available for customized face painting services.
Q Will you refund the shipping cost of the goods?
A Sorry, we do not offer free returns. Any return costs will be at your expense. (Except when the product is damaged)
Q What should I do if I receive a wrong or damaged product?
AWe are sorry to hear that you received a damaged product. Contact us at sale@jplandshop.com within 14 days of purchase with a picture of the faulty product and we will contact you to resolve the issue.
Q How long does it usually take to process?
AWe will process your refund within 15 working days. If you have not received your refund after 15 working days, please contact us immediately:
-Contact email: sale@jplandshop.com
And provide the postage information in the return receipt as proof, we will investigate further to ensure your rights.
About order
Q: What should I do if I have not received my package?
A: Please contact us via sale@jplandshop.com or Instagram, and we will handle your issue as soon as possible.
Q: How can I pay for my order?
A: Our website currently supports payments via bank transfer , PayMe , and FPS (Faster Payment System) .
Q: Is your website secure?
A: Rest assured, shopping on our website is safe. We use the latest security systems and encryption software to ensure that your personal details (eg, name, address, and bank details) are secure.
Q: What should I do if I receive an incorrect or damaged product?
A: We are truly sorry to hear that you received an incorrect or damaged product. Please contact us via sale@jplandshop.com or Instagram as soon as possible. When emailing, please include your order number , the name/product code of the item(s) received, and any other relevant details. We will get back to you within 3 business days to resolve the issue.
Q: Can I modify my order after placing it?
A: Once your order is placed, no modifications can be made. We receive orders directly and begin processing them immediately.
Shipping Information
Q: What shipping methods are available?
A: We ship via Macau Post , SF Express , Hive Box , and EBUY Collection Point .
Q: Which regions do you deliver to?
A: We only deliver to the following regions: Hong Kong , Macau, Singapore and Australia .
Q: How long does shipping usually take?
A: Shipping time includes order processing + transit time:
Order processing: Typically 1-3 business days after placing an order.
Transit time:
Hong Kong & Macau
Standard delivery: Approximately 3-7 business days
Express service: Approximately 2-5 business days
Asia Region:
Standard delivery: Approximately 7-15 business days
Oceania Region:
Standard delivery: Approximately 10-20 business days
Note: Delivery times may be delayed due to logistics, weather, or customs clearance.
Returns & Refunds
Q: Do you offer a return service?
A: Please follow the steps below to return a product:
- Contact sale@jplandshop.com within 14 days (starting from the day you receive the product) and provide photos of the faulty product.
- Our customer service team will respond via email within 1-3 business days (excluding holidays).
Note: Customized portrait drawing services are non-refundable.
Q: Will you reimburse the shipping cost for returns?
A: Unfortunately, we do not provide free return shipping. Any return shipping fees must be paid by the customer (except for products with defects).
Q: What should I do if I receive an incorrect or damaged product?
A: We sincerely apologize for the inconvenience. Please contact us within 14 days of purchase at sale@jplandshop.com and attach photos of the defective product. We will contact you to resolve the issue.
Q: How long does it take to process a refund?
A: We will process your refund within 15 business days . If you have not received your refund after the 15th business day, please contact us promptly:
- Email: sale@jplandshop.com
Please provide proof of postage fees from your return receipt so we can investigate further and safeguard your rights.