FAQ

Hi—how can we help?

If you can’t find what you need here, email us at support@wanchai-ieofficial.com and we’ll get back to you as soon as we can.

Online Ordering

Can I edit or cancel my order after placing it?

We start preparing orders shortly after checkout, so changes/cancellations may not always be possible. Please email support@wanchai-ieofficial.com as soon as possible with your order number and request, and we’ll do our best to help.

I didn’t receive an order confirmation email. What now?

First, check your spam/junk folder. If you still can’t find it, contact us at support@wanchai-ieofficial.com and we can verify your order status.

Do I need an account to order?

No—guest checkout is available. Creating an account can make it easier to view past orders, save addresses, and track shipments.

What payment methods are accepted?

We accept major credit/debit cards and any additional options shown at checkout. Payment availability may vary by country/region.

Do you offer promo codes?

Promotions may be available from time to time. Please note:

  • Typically one code per order unless stated otherwise
  • Codes generally cannot be applied after checkout

Shipping & Delivery

When will my order ship?

Orders are usually processed within 1–3 business days (excluding weekends and public holidays). Shipping times depend on your destination and the shipping option selected at checkout.

How do I track my package?

After your order ships, we’ll send a shipping confirmation email with a tracking number (when provided by the carrier). Tracking updates may take 24–48 hours to appear.

Do you ship internationally?

Yes, we ship to many locations. If you don’t see your country/region available at checkout, email support@wanchai-ieofficial.com and we’ll check what options are possible.

Will I be charged duties/taxes?

International shipments may incur customs duties, taxes, or fees charged by your local authorities. These are not included in the purchase total and are the customer’s responsibility.

My delivery is taking longer than expected—what should I do?

Delays can occur due to carrier backlogs, weather, customs inspections, or other events outside our control. If your shipment seems stuck or delayed, email us your order number and we’ll help you review the latest tracking status.

Tracking shows “Delivered” but I don’t have the package.

Please check:

  • Around your delivery address (porch, mailbox, safe place)
  • With neighbors/household members
  • Building reception/concierge/mailroom

If it still can’t be found, contact the carrier first. You can also email us and we’ll assist where possible.

Returns & Refunds

What is your return window?

Eligible items may be returned within 30 days of delivery, provided they are unused, unopened, and in original packaging. Please refer to our Return & Refund Policy for full terms.

Can I return used or opened items?

In general, we cannot accept returns on opened/used items for hygiene and safety reasons.

I received the wrong item or it arrived damaged—what should I do?

Please contact us within 7 days of delivery at support@wanchai-ieofficial.com, include your order number, and attach clear photos of:

  • The item
  • The packaging (including any damage)

We’ll review and arrange the next steps as quickly as possible.

When will my refund be issued?

Once your return is received and approved, refunds are sent back to the original payment method. Depending on your bank/payment provider, it may take 5–10 business days to appear.

Home Products & Care

Are your products safe for everyday use?

Our products are intended for normal household use when used as directed. Please read the product description and any included instructions before use.

What materials are the products made from?

Materials vary by item (e.g., fabric, plastic, metal, glass, wood, ceramic). Each product page lists the material and key specifications. If you need confirmation, email the product link/name to support@wanchai-ieofficial.com.

Is there a slight odor when first opened?

Some items (especially plastic, rubber, foam, or sealed-pack products) may have a mild “new product” scent. This typically dissipates after 24–72 hours in a well-ventilated area.

How should I clean and maintain items?

Care depends on the product, but general tips include:

  • Wipe with a soft cloth for routine cleaning
  • Avoid harsh chemicals unless stated as safe on the product page
  • Keep away from high heat/direct sun when applicable

Always follow any instructions on the packaging or product listing.

Will the color/size match the photos exactly?

We try to display items accurately, but:

  • Colors may vary slightly due to lighting and screen settings
  • Measurements can have minor deviations due to manual measuring

If precise fit is important, please check listed dimensions carefully before ordering.

Do items come with assembly instructions?

If assembly is required, instructions are usually included in the package or shown on the product listing. If anything is missing, email support@wanchai-ieofficial.com and we’ll help.

Account & Support

How do I contact customer service?

Email us at support@wanchai-ieofficial.com.

How fast do you respond?

We typically reply within 1–2 business days, depending on inquiry volume and business hours.

Contact Information

Wan Chai Import & Export Ltd
1501, 15th Floor, Eastern Commercial Center, 397 Hennessy Rd, Wan Chai, Hong Kong
Email: support@wanchai-ieofficial.com