FAQ

General Questions

- How can I contact customer service for questions about the goods or orders?

Please send your inquiries to cs@gfl-store.com. Upon receipt, we will respond to your email within 2-3 business days in English. 

- What payment methods do you accept?

We accept Shop Pay, Apple Pay, Google Pay, PayPal and major credit cards such as Visa, MasterCard, American Express, Diner's Club etc.

- How can I update my contact information, or delete my account?

Log in to your account and the upper-right corner where you’ll find the "Profile" option. Here, you can update your phone number and receiving address. You can also send your request to cs@gfl-store.com, and we can assist with the update/delete of receiving address.

Shipping & Tracking

- What is the delivery time for the parcels?

Orders will be processed within 15 business days after we receive your order confirmation. Once your package ships, you will receive an email notification. Please note that pre-order items will be dispatched according to the estimated dispatch date stated in the product description. For further details, please refer to our Shipping Policy.

- Shipping Cost

Your shipping cost is generally determined by your delivery location, weight, and size of the parcels. For further details, please refer to our Shipping Policy.

- How do I track my order?

Once your order ships, you will receive an email with a tracking number and a link. And you could track your order on the tracking website - 17track. For further details, please refer to our Shipping Policy.

- Can I cancel or modify my order after placing it?

We can assist with the cancellation before it ships. Please contact us via cs@gfl-store.com as soon as possible.

- Can I change my receiving address after placing an order?

We can always assist with the modification of receiving address. But we can not change the receiving address for those orders which have been dispatched. For further details, please refer to our Return and Refund Policy.

- My package is marked as fulfilled but I haven't received it. What should I do?

The "Fulfilled" status in the shipping confirmation only indicates that the package has been dispatched, not necessarily that you've received it. We recommend using the tracking number provided in your email to check the actual status of your package.

- What if my package is lost during shipping?

If the carrier officially declares your package lost, please provide us with relevant documentation, including the tracking number and carrier confirmation. We will assist with further processing. For further details, please refer to our Shipping Policy.

- What should I do if my package is returned to the sender?

If your package is returned due to customs, wrong address, refusal, etc., please contact us as soon as possible. We're here to help and will provide a suitable solution for you. For further details, please refer to our Shipping Policy.

- How do I Process a Return

If you received a wrong or damaged item, you don't need to process a return; instead, please refer to the 'What if I received the wrong or damaged item' FAQ sections.

For returns, please contact us within 14 days of receiving your order. Only the cost of the item is refundable, shipping costs excluded. You will need to pay the shipping costs for your return. For further details, please refer to our Return and Refund Policy.

- How long does it take to process a refund?

Once the returned item is received and inspected, your refund will be processed within 6-12 business days to your original payment method. The exact posting time depends on your bank's processing speed.

- What if I received the wrong or damaged item?

If the item you received does not match your order, please contact our customer service at cs@gfl-store.com with a description of the issue and clear photos of the shipping box, packing list, and the items you received. Once verified, we will send you the correct items promptly. For further details, please refer to our Return and Refund Policy.

- Why is the shipping cost for my order so expensive?

Since we do not provide transportation services directly, and the shipping cost may vary depending on the country and region, we will select the most suitable transportation service for you from multiple carriers.

Customs and Taxes

- How do I pay for my Customs, Tax, and Duty Fees?

For shipments to the United States, all tariffs and fees are included in our shipping costs. For all other countries and regions, any applicable duties, taxes, or fees may be paid directly by the customer in accordance with local laws and regulations.  For further details, please refer to our Shipping Policy.

- What is VAT and why do I need to pay for it?

All EU customers may be charged for VAT. For further details, please refer to our Shipping Policy.