FAQ
SHIPPING
1. What is in stock, customized product?
(1) In-stock means the product is already in our warehouse and ready to be shipped. Delivery is usually within 3-4 business days of your order being placed to be shipped.
(2) A customized product is a product that we start producing after you have selected and chosen your customized content. As it is personalized, it takes 5-10 business days after the order is placed to be shipped.
2. What is the shipping cost and transit time?
REFUND & EXCHANGE
1. What is the return and exchange policy?
(1) Purchase can be returned or exchanged within 30 days from the receipt date.
(2) Items must be unused, undamaged, and in original packaging with all the original labels, ensure that all articles in the package are intact. Items that do not meet these criteria will not be considered for return.
(3) Return or exchange costs are the responsibility of the customer, including shipping costs, customs fees, etc.
(4) Customized products, On Sale products, and mystery box can not be returned or exchanged. If there is a quality issue, please contact us. [notice]
(5) The bundle sets can only be returned as a set. No individual item of a bundle can be returned for refund and size exchange.
(6) Due to hygiene reasons, we do not offer a return service for earrings unless there is a quality issue with the item.
2. How do I make a return or exchange?
If you need to return or exchange your order, please send us an email or contact online customer service.
3. How much is the return shipping cost?
Return or exchange costs are the responsibility of the customer. Including shipping costs, customs fees, etc.
4. When will I receive my refund?
Your return will be processed within 7 business days from the time we receive it in our warehouse. Please allow 5–10 business days for refund transactions to reflect on your bank statement after completion. You will be notified by email when the refund reaches your account.
MY ORDER
1. How do I find my order number?
(1) If you have an account, you can find your order number and order details by logging into your account and going to "My Orders".
(2) If you don't have an account, don't worry, you can register and check your order using the same email address you used to place your order.
2. Is it possible to cancel an order?
Before we ship your item, you can contact us via live chat or email to return it.Please understand that we cannot cancel your order after it has been shipped.
*Be Careful: Customized products and mystery boxes do not accept cancellations.
3. Is it possible to change the delivery address?
So sorry. Once you have placed your order, you can not change your delivery address.
4. How do I track my order?
You can track your order by logging into My Account or referring to your order dispatch email. Tracking details will be available within 2-3 days of your order being dispatched.
5. I have a problem with my order.
Our team works hard to ensure orders are processed correctly and quickly. If you received a damaged or defective product, or a wrong product, or are missing something from your order, please contact us by live chat or send an email to service@feelive.net. Our team will help you.
PAYMENTS
1. What payment methods do you accept?
We support credit cards and PayPal for payment. Payment occurs when you make your order, which will ensure that you successfully order the item and access the delivery service.
(1) Paypal
Simply click the PayPal option during checkout where you will be asked to log into your PayPal account. Once the order is completed, you will be redirected to the Feelive site.
(2) Credit card
If you have a Feelive account, your default billing information will appear at checkout. Otherwise, you can manually enter the payment details at the time you place the order. Kindly note that depending on the restrictions on your card, the transaction may be declined by the bank.
2. Will I be charged duties, taxes, and any other fees?
(1) Import taxes and duties are included in the price of products in the UK, Germany, and Australia.
(2) In the USA and Canada, duties are included in the price of the products and taxes need to be paid by yourself depending on the state or province of the shipping address.
(3) In addition, other countries or regions may have their own taxation policies. Duties, import taxes, or other taxes will be the responsibility of the customer.
3. How is the refund returned to my account?
Please note that we cannot issue a refund to a method of payment that is different from the one used to place the order. Upon receiving your returned item at our warehouse, it will take up to 7 business days for the returns team to process and send you a return confirmation email.
(1) Paypal
Once a refund has been made back to your PayPal account, you will receive a notification from PayPal. It may take around 5-10 business days for you to see the fund in your bank account!
(2) Credit card
From the day the return is processed by the returns team, depending on your bank, it will take around 5-10 business days for the fund to reappear on your end. Should you have canceled your credit card or reissued a new one, the amount will be transferred by the bank.
4. How do discount codes work?
On the payment page, you can enter the discount code in the discount code box and click on the apply button. Please note we can only honor one discount code per order. If a second discount code is applied, the other discount will not be applied. In addition, some discounts are displayed automatically, so you don't need to enter the discount code yourself.