FAQS

1. How long does it take to ship after placing an order?

We will process the order within 1-2 working days after receiving your order. Working days refer to Monday to Friday, excluding holidays.

2. Can the order be canceled or modified?

If the order has not been shipped after submission, you can contact the online customer service to assist in cancellation or modification. The address cannot be modified or canceled for shipped orders. Please apply for a return after receiving the package.

3. What are the payment methods?

Currently we support Visa and Mastercard as payment methods.

4. What express is used for delivery?

We cooperate with many logistics companies (DHL, FedEx, EMS, TNT, UPS). The system will automatically select the best express delivery method according to the region and provide a waybill number for you to track after delivery.

5. What should I do if the received product is not suitable?

If the size is not suitable or the color is not liked, you can apply for a return or exchange within 7 days of receiving the product to ensure that the product is unused and the tag is intact. For detailed rules, please refer to the “Return and Exchange Policy”.

6. What should I do if the product I received has quality problems?

We are very sorry for the inconvenience! Please take a photo and contact customer service within 48 hours after receiving the package. We will provide you with return or replacement services, and we will bear the shipping costs caused by quality problems.

7. Is the size too large or too small?

There is a detailed size chart and try-on suggestions at the bottom of each product page. We recommend that you refer to the size chart before placing an order. If you are not sure, you can always consult customer service for one-on-one suggestions.

8. Why is the color of the product received slightly different from the picture?

Due to shooting light, display settings and other reasons, there may be a slight color difference, but it is not a quality problem. We try our best to restore the actual color of the actual product.

9. How to get discount information?

You can follow our website tulvii.com. We will launch exclusive discounts, full-reduction activities, member discounts and limited-time promotions from time to time.

10. Can I issue an invoice?

Yes. Please note the invoice information when placing an order, or apply for an electronic invoice on the order details page. The electronic invoice will be sent by email after the order is completed.

11. What should I do if the package is lost?

If the logistics information shows abnormalities or the package has not been received for a long time, please contact customer service as soon as possible. We will assist in contacting the logistics or handle compensation for you.

12. How to contact customer service?

Online customer service: “Contact Customer Service” button in the lower right corner of the website

Working hours: Monday to Friday 09:00 – 18:00