E-Cigarette Cross-Border E-Commerce Platform Frequently Asked Questions (FAQs)

I. Shopping Eligibility and Region-Related Questions

1. Which regions are eligible to place orders on the platform?

The platform only provides sales services to users in 45 European countries. Users from non-European regions can browse products, but cannot select shipping addresses outside Europe when placing orders.

2. Which languages does the platform support?

Currently, four languages are available: English, German, French, and Spanish. You can select your preferred language via the language switch button at the top of the page.

II. Payment-Related Questions

1. Which payment methods does the platform support?

The platform has integrated a domestic third-party cross-border aggregated payment platform, supporting mainstream payment methods such as credit cards. For specific options, please refer to the checkout page.

2. What should I do if the payment fails?

We recommend first checking whether the payment information (such as card number, expiration date, security code) is filled in correctly and whether the network is stable. If the problem persists, you can try another payment method or contact customer service for assistance.

3. How long does it take to confirm the order status after payment?

After successful payment, the system will synchronize the payment result in real-time, and the order status will be updated from "Pending Payment" to "Paid". If it is not updated within 10 minutes, please contact customer service with your payment voucher for inquiry.

III. Logistics and Delivery-Related Questions

1. How long does it take to receive the order after shipment?

The delivery time varies by country/region within Europe, usually 3-10 working days after shipment. For specific updates, please refer to the logistics tracking information.

2. How to check logistics information?

After logging in, go to "My Orders", find the corresponding order and click "Logistics Tracking" to view the real-time logistics trajectory returned by Hualei Logistics System.

3. What if the goods are damaged or lost during logistics?

Please inspect the goods upon receipt. If damage or loss is found, keep the express waybill and product photos, and contact customer service within 24 hours. We will assist in negotiating claims with the logistics provider.

IV. Membership and Account-Related Questions

1. How to become a platform member?

You can automatically become a regular member by registering and logging in via email or mobile phone number, no additional application is required.

2. How to earn and use membership points?

Each valid order earns points based on the actual payment amount (1 Euro = 1 point). Points can be used to deduct cash (100 points = 5 Euros) or redeem designated products when placing orders.

3. What if I forget my account password?

Click "Forgot Password" on the login page, enter your registered email or mobile phone number, and reset your password after receiving the verification code.

V. Order and After-Sales-Related Questions

1. Can I modify the order information after placing an order?

Before payment, you can click "Modify Order" in "My Orders" to adjust the shipping address. For paid but unshipped orders, please contact customer service for assistance. No modifications can be made after shipment.

2. How to apply for a refund?

If the goods are not shipped, you can apply for a refund directly on the order page, and the refund will be returned to the original payment method within 3-5 working days. For shipped goods, please contact customer service within 7 days of receipt. Refunds will be processed after the goods are returned and verified to meet the refund conditions.

3. What if the received goods do not match the description?

Please take photos of the physical goods and the order screenshot, and contact customer service to explain the situation. We will verify and provide you with a return, exchange or compensation plan.

VI. Other Questions

1. Are the products on the platform genuine?

All branded e-cigarettes sold on the platform are genuine, and counterfeit products comply with relevant sales regulations. You can purchase with confidence.

2. How to contact platform customer service?

You can consult via email or online customer service window in "Contact Us" at the bottom of the page. The customer service working hours are 9:00-18:00 (European Time), and we will reply within 24 hours.