I run through order and inform customer of discrepancies, waiting times, out of stock items, confirm 1st payable amount. After all issues are ironed out, I'll send the invoice to the customer.
After receiving payment from the customer, I'll place the order myself, or engage the help of a proxy/logistics/shipping agent, within 1 working day.
I monitor progress of the order and update customer if there are any problems.
Items that arrive at the warehouse / consolidation area will be inspected for defects and accuracy. If items do not pass inspection, they will be returned or exchanged. Exchanges may incur about a delay of a week or so. I'll consult the customer about the delay if I think it is a cause of concern.
When all items are ready for shipping, I will contact the customer to discuss shipping arrangements.
Package will be shipped out within 3 working days upon receiving customer's payment of shipping fees.
What items cannot be purchased?
Flammable items (including fragrances, alcohol, nail polish, lighter)
Precious metals (gold, silver)
Plants (includes seeds and flowers)
Hazardous products like weapons. Includes props that resemble weapons as well, notably guns and blades.
Some types of products are prohibited by certain shipping methods. Please check the restrictions from the information on the shipping methods listed on the page of each shopping service.
I don't understand Chinese. Can you help me search for items / translate product descriptions?
I can help you to search for specific items, but I will require a detailed description e.g. brand name, book title, style, colour etc. For general items, I can advise you on some keywords that you can use to do your search. As for product descriptions, I will only translate crucial information such as waiting time and any other information that I feel would be important to your order. If you have specific questions or requirements for the product, please ask me. Taobao also has a function that allows you to search by photo, which has been extremely useful.
I don't understand Japanese. Can you help me search for items / translate product descriptions?
My understanding of Japanese is very limited. I might be able to help with titles and pairing keywords (for doujinshi), and identify whether something is in-stock or preorder, fanfiction or manga content, that's about it.
After I submit my order, how long do you take to respond?
Usually within 2 working days. I will announce potential delays on the front page of my website. I do not handle shopping service matters on Saturdays and Sundays. If you have an urgent order i.e. your desired purchase is selling out fast, pre-order is ending soon, put "Urgent" in the email subject and I promise to look at it as soon as I can.
Do you accept group orders?
Yes I accept Group Orders. But I will only handle communications and payments with one person - the GO leader. It is still up the the leader to coordinate all the orders and payments. If it's meant to be a group order, you cannot ask the members to send in their orders and payments separately to me. That will be messy. More information about group orders here.
I don't have all the items I want in my order list right now. Can I add on new stuff later and still ship everything together?
Sure. To add on items later, you can just give me the links and options via email. If your list of add-ons is huge, it would be best to use the excel order form. I'll merge it with your original order.
However, please be reminded that for Taobao / China-based orders, one-time transactions smaller than 100 rmb inclusive of domestic postage will incur an additional 10rmb handling charge.
For Taiwan-based orders, a 45 NT fund transfer fee is charged for one-time transactions smaller than 150NT inclusive of domestic postage.
Can I ship some of my purchases separately? / Can I ship out some of my purchases first?
Yes you can, I'm quite flexible with shipping arrangements.
How long do I wait to receive my purchases after making payment?
Length of waiting time consists of the following 3 components:
a) Production / Pre-order waiting time Usually applicable to made-to-order items like cosplay props and costumes, Lolita clothing, pre-order goods from Japan. It varies for different sellers and stores. If the time frame is available, I will let you know.
For in-stock items, business stores are usually able to dispatch items within 3 working days. Non-business stores (i.e. personal sales, 2nd-hand sales) may take slightly longer. Some are only able to make shipping arrangements on weekends.
b) Domestic shipping to consolidation address / warehouse About a week or less Delays may be incurred if there is a problem with the item (i.e. seller send out wrong or defective item) and it has to be returned or exchanged.
c) International shipping from consolidation address / warehouse to you Varies with destination country and method. Refer to information on shipping methods listed on the page of each service.
I need to receive my items by _____ date. Can you make it happen?
No, I can't. I don’t own the postal services or the shops, so it’s not up to me to promise you a date that you’ll receive your items. For made-to-order items, bear in mind that production time frame estimations given by sellers are generally just estimations. They are subject to delays. Even the most reputable of sellers may overshoot promised deadlines for various reasons. This isn’t something within my control. I can only ensure that they eventually get your item shipped out or try to get them to give a refund. My advice is to not wait till last minute to place your order.
I've paid, but now I want to cancel my order. Can I?
Cancellations are generally only allowed if:
The item you wish to purchase is out of stock.
Part of a set is out of stock (e.g. you ordered a dress and matching accessory. The dress is out of stock. You may then cancel the whole set)
Seller made undesirable changes to the item
Seller extends waiting time (subject to seller's cancellation policies)
Seller sent out a wrong or defective item (the first course of action is to get an exchange, but it may also be possible to cancel for legitimate reasons)
Seller or me initiates the cancellation.
I'm a reasonable person, and if there's a legitimate reason for you not wanting your purchase anymore, I will do my best to help. But please understand that not all sellers have a cancellation policy. Also, processing orders takes up precious time and effort. Please only submit your order if you are serious about it and have set aside an appropriate budget for it. Fickle-minded customers will be black-listed.
If an order is cancelled successfully on your request, my handling fees are non-refundable. (You will not be charged handling fees if your reason for cancelling falls under the bullet points above)
If you have a key item to purchase and would prefer to drop the rest if the key item is not available, let me know in advance. I will check on the availability before going through the whole order. However, some sellers will only check their stock after they receive payment. In this case, if I've already ordered everything else, you can't cancel them. To avoid such situations, we can first go ahead with purchasing your key items, then add on the rest of the order when the key items are secured.
I chose the wrong option. Can I change it?
You can make changes before I start purchasing your items. After I have placed the order, this is subject to the seller. it is usually possible at no extra cost if the seller hasn't already started making it or dispatching it. Otherwise, you will need to be responsible for any extra charges incurred to do the return or changes.
What is the item inspection for?
It is a simple check to ensure that the items received from the seller are correct and non-defective, as far as our inspection covers. If incorrect, defective items are found, they will be sent back to the seller for exchange and refund. This spares you from having to ship the item back from your country to the seller, which is a very expensive and troublesome process.
What areas does item inspection cover?
Quantity: If the seller sends out less than what you ordered, the seller will be asked to send out the missing quantities free of charge. However, for bulk purchases concerning small items, please note that it may not be possible to count out everything and achieve a 100% accuracy.
Colour: We check the general color of the items (e.g. blue vs yellow), but not so much the shade of the colour (e.g. turquoise vs cerulean). This is because due to lighting, and difference in calibration of colours on monitors, colour differences between actual item and photo onscreen.
Size: If the item comes with a sizing label, we will check the order against it. If there’s no label, we are not able to check it.
Design/Style: This will be checked against the design shown on the seller’s webpage. Marginal differences may be missed. Items in a sealed package will also not be removed from the packaging for inspection e.g. We check the colour of a wig, but we don't remove it and shake it out to check that it is in the correct style.
Obvious defects: Huge stains, scratches, holes/tears, dents and other obvious damages are usually spotted. However, quality issues like low-quality fabric, tiny holes, uneven prints and other non-obvious defects may not be spotted.
We do not conduct inspections for the following:
Authenticity of branded/designer/official goods
Original product packaging. If you require the packaging to be intact for gifting purposes or resale, please make a note when placing your order.
Complicated items consisting of multiple parts and accessories: Cue cosplay costumes, props, self-assembled models... we do check the general appearance, but there's the possibility of missing or wrong parts that we may not catch on, especially if the parts are small/numerous, or if the seller's description is vague.
Gifts/Freebies, unless it's a bonus item that you had to pay more for.
Only purchase from reputable shops with good feedback. It will reduce the likelihood of problems with your purchase. Read my guide here about identifying reputable Taobao shops.
I don't want to ship my purchases right now. Do you offer item storage?
Yes, for Taobao / China, non-perishable items can be stored for free for up to 1 month (30 days) from the time your purchase arrives at the warehouse. After that, each item will be subject to a 0.10 SGD storage charge per item per day. The maximum storage time is 2 months (60 days), after which, your purchases may be disposed of if shipping arrangements are not made.
For my Japanese doujinshi shopping service, the free storage period is 2 months. A daily fee is required upon exceeding this free storage period.
For Taiwan shopping service, there's no charge for storage, and there isn't a specific deadline for storage period, but the consolidation location is a residential house, not a warehouse. So the faster you can have your items shipped, the better.
Can you take photos of my purchases when they arrive at the consolidation location and show them to me?
Sorry, this service is not available.
Is my personal information safe with you?
Yes, rest assured that your personal information will strictly solely be shared with the relevant parties who are involved in processing your order/shipment. In other words, order-specific information like body measurements will be shared with the seller. Shipping information will be shared with the postal service / courier and the logistics agent handling your parcel. Aside from that, I will not give out your information to anyone else.
I'm not satisfied with my purchases. Will you compensate me?
I am not a seller and none of the sellers you choose are my suppliers. I purchase items on your behalf from Taobao (and other websites), consolidate them and ship them to your address according to your instructions.
As such, please understand that my responsibilities and actions are limited compared to an actual seller because the product or service you purchase is not provided by myself. I do not have control over, nor am I able to guarantee the quality, accuracy, legality, user-friendliness or safety of your purchase.