FAQ

Customer Service Q&A

 

Q: Why do I see identical  ads on Facebook? Is the quality the same?

A: As an ethical business, we acknowledge this industry phenomenon. Like many small-medium advertisers, we use Facebook to promote our products. While we manufacture all items in our own factories, we cannot verify the quality standards of other sellers using similar ad creatives. Our pricing structure requires customers to purchase 2+ items to maintain sustainable operations.

 

Q: Is my purchase truly refund-guaranteed? How to avoid consumer rights violations?

A: Facebook's advertising policies now strictly penalize merchants with negative customer feedback. We process payments through PayPal, which provides:

• Full refunds if no valid tracking appears within 14 days

• Account suspension for merchants exceeding 5% dispute rate

• 180-day fund freeze for policy violations
  Our customer service team maintains 24/7 monitoring to ensure premium after-sales support.

 

Q: How to check order status?

 

Order Processing Timeline:

• Processing: 3-6 business days (tracking provided via email)

• Shipping: 7-15 business days
  Contact us at service@huefeel.com if no tracking updates within this period.

 

Q: Where is my package now?

A: Track your order at 17Track using provided tracking number.

 

Q: How to cancel/modify orders?

A: Requests accepted within 72 hours of purchase via service@huefeel.com. Post-processing modifications unavailable.

 

Q: Missing order confirmation email?

1. Check spam/junk folders

2. Verify email accuracy

3. Contact us for resend

 

Q: How to apply discounts?

A: Ensure copied code contains no spaces. Technical issues? Email service@huefeel.com.

Ways to Get Discounts:

• Join [Facebook Group] / Follow [Instagram]

• Website registration for exclusive offers

 

Q: Product origins?

A: Global operations with 15 suppliers (primarily US, AU, DE, UK, CN). Items ship directly from regional manufacturers.

 

Q: Size selection guidance?

A: Use product-specific size charts. Measurements correspond to international standards.

 

Q: Is my personal data secure?

A: We implement:

• SSL encryption for transactions

• PCI-DSS compliance

• No stored payment data
  Review our [Privacy Policy] for details.

 

Q: Undelivered packages?

30-Day Delivery Policy:

• Address errors: No refunds

• Carrier-confirmed loss: Provide documentation for reship/refund

• Tracking shows "delivered": Contact local carrier first

 

Q: Shipping costs?

A: Calculated at checkout based on:

• Destination

• Package weight

• Carrier selection
  Free Shipping: Orders over $70

 

Q: Advent Calendar versions?

A: Deluxe Edition contains 30% more premium gifts than Standard.

 

Q: "Returned to sender" status?

A: Common causes:

• Invalid address

• Failed delivery attempts
  Allow 1-3 months for warehouse reprocessing. Contact us post-90 days for resolution.

 

Q: Wrong size/color received?

A: Within 24 hours: Free modification
After 24 hours: Return item for exchange

 

Q: Print quality issues?

A: Email defect photos to service@huefeel.com. Eligible cases receive replacements.

 

Q: Received wrong item?

A: Immediate priority reshipment available. Visit [Return Policy] for procedures.

 

Q: Custom design printing?

A: Submit concepts to service@huefeel.com. Our design team responds within 48 hours.