Frequently Asked Questions
Ordering & Payment
1. Unpaid order
You can cancel directly by clicking ‘Cancel Order’ button on order detail page.
2. Paid order
You can cancel your order with seller’s approval. Cancellation process:
① Click ‘Request Order Cancellation’. Select a reason for cancellation
② Wait confirmation from us, usually within 48 hours, order will be cancelled automatically.
③ Refund will be processed to your bank/card account within 3-5 business days.
1. Order cannot be cancelled when order status is ‘Payment being verified’ or ‘Payment processing’.
2. Seller may not reply immediately due to high order volume (such as 11.11 Sales). Your patience on this will be appreciated.
3. If seller have sent goods out, but you haven’t received your order after delivery time is out, or you are not satisfied with the product you received, please get in touch with the seller first to try to come to a solution. If that doesn’t work, you can apply for a refund by opening a dispute before the Buyer Protection has ended.
After successful payment, we will be preparing the shipment and send the goods in due time. If the shipment is not completed in the required time on the order page, we will close the order and return all the funds to you.
If you don’t want this order anymore, you can submit cancellation request within 48 hours.
Visit “My Orders”-Find the order-Click “Track Order” to view more.
How do I return goods?
Step 1: Please contact seller to reach an agreement, and get the return address from seller;
Step 2: pack the goods with original package to make sure that it won’t be damaged in transit;
Step 3: Mail the goods with a traceable logistics;
Step 4: Send tracking number and logistics information to seller for tracking.
Please click “Contact” button on any page to start conversation with seller:
How to check my refund?
The method of the refund relies on the method of the payment. For instance, if you used credit card to pay, the refund will be processed to the same card with which the payment was made.
Generally, the refund will be received in 3-20 business days. Please click the right Payment/Refund method for detail information about the refund.
Please take easy that the fund is guaranteed as MomValu knows how important your money is and we make sure that the refund is handled accordingly.
Usually, it takes 3-20 business days, varying with different banks, for buyers to receive the refund after the refund is successfully processed by MomValu.
You may check the order details to confirm whether the refund has been successfully processed, please feel free to contact your bank to follow up the Refund status.
You can leave feedback for the order within 30 days of completing an order. Please follow the steps below to leave feedback for an order:
Step 1: Sign into My Orders
Step 2: Go to Manage Feedback, and click Orders Awaiting My Feedback
Step 3: Choose an order and click Leave Feedback.There will be the Leave Feedback button after order is completed.
Step 4: Finish the ratings and click Leave Feedback to submit the feedback.
You can also add description and upload pictures for the product(s) of the order.
Step 5: Feedback will be published after you finish it. Please check the result on Published Feedback page.
Seller’s feedback left for you will also shown on Published Feedback page after the feedback is published.
You can leave feedback once, and leave more feedback once for each order.