Delivery Information & Return & Refund Policy

Our package shipment
Packages are usually shipped within 3 days after payment is received and shipped via DHL, which can be tracked and delivered without signing. After you place the order, we will reconfirm the delivery contact person, phone number and address with you by email. After receiving your confirmation email, we will hand over the item to the courier. At this time, we will send you an email again. It contains the tracking number of the item and the URL for querying the delivery progress. You can follow and track the location of your item at any time and get an approximate delivery time.

Shipping costs include handling and packaging costs as well as postage
All products on this website are delivered free of charge using the default logistics (DHL). If your logistics provider cannot reach your location, we will replace other logistics providers, which may require you to pay for logistics costs. Please understand , If our logistics provider can deliver the products to your address but you want to use other logistics for delivery, this requires you to bear the logistics costs incurred, please understand.

Return & Refund Policy

We have a 30-day calendar days return policy, which means you have 30 days after receiving your item to request a return. If more than 30 days by since your receipt of the product, unfortunately, we can’t offer you a refund or exchange.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 

We do not charge any handling fees for returns.

To start a return, you can contact us at team@focastore.com

If your return is accepted, we’ll send you a return shipping label, as well as for instructions on how and where to send your package.

Do NOT send an item back before communicating with us.

You can always contact us for any return question at team@focastore.com

About How to Cancel an Order 

If your order has not been shipped from our warehouse, you can contact us by email to cancel the order, and we will arrange a refund on the same day we receive the cancellation request.

Email: team@focastore.com

If your order has already been shipped from our warehouse, cancellation requests cannot be accommodated. However, you can contact us via email promptly after receiving your package to address your post-purchase needs.

Email: team@focastore.com

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right. If you find any damages on your product, please contact us through CONTACT US page and we will make it right for you. 

Email: team@focastore.com

Exchanges 

The fastest way to ensure you get what you want is to return the item you have,. We will help issue a refund once the return is accepted, and you can make a separate purchase for the new item.

Refunds 

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not.

If approved, you'll be automatically refunded on your original payment method.

Our refund process is initiated within 1 to 2 business days after we receive the returned product.

Due to variations in the refund processes and procedures of different credit card banks, there is some uncertainty regarding the time it takes from initiating the refund to you receiving it. The estimated timeframe for completing the entire process is approximately 2 to 15 business days.

Our team will remain in constant communication with the bank and follow up on the entire refund process. It is important to note that we kindly request all customers not to initiate any disputes with their credit card banks during our refund handling process. If you have any questions or concerns, please feel free to contact us at any time.

Email: team@focastore.com

Shipping 

Unless there were damages or defections when you receive your product, you will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Depending on where you live, the time it may take for your exchanged product to reach you may vary. Please email team@focastore.com for all return requests.