Frequently Asked Questions

We choose the best shipping method for your order based on your location. Our priority is to use logistics solutions that handle customs and taxes whenever possible, so you can enjoy a hassle-free, door-to-door delivery.

Yes. We primarily serve customers in Europe, the Americas, the Middle East, and Southeast Asia, where logistics and customs processes are stable and well-established.

• Orders over $60 qualify for free shipping.
• Most deliveries to these regions arrive without additional import taxes.

For other destinations, a flat shipping fee of $12 applies, and any applicable import duties determined by local customs may be collected upon delivery.

No, product prices on our website do not include customs duties or import taxes.

Where possible, we ship using logistics channels that include taxes, so most customers in Europe and North America can receive tax-included packages. However, we cannot guarantee this for every location.

If a package is refused because of customs duties, any resulting loss (including return shipping costs, customs fees, etc.) will be borne by the customer, and we will not issue a refund.

Here are our estimated delivery times (business days):

• Europe & the Americas: 12–20 days (most orders arrive in 12–15 days).
• Southeast Asia & the Middle East: 6–15 days.
• Other regions: 10–20 days, depending on customs clearance.

These are estimates only. Final delivery time depends on the shipping carrier and local customs processing.

We currently accept:

• PayPal
• All major credit and debit cards processed through the PayPal payment gateway

Yes. Your payment security is jointly protected by us and PayPal. We use bank-level encryption and do not have access to your full card details. In addition, we offer a 7-day return policy after you receive your order, so you can shop with confidence.

Placing an order is simple:

1. Click Log in at the top-right of the Chinasouvenirs homepage.
2. Click Create an account and register using your email.
3. Browse the store, add your favorite Chinese gifts to the cart, and proceed to checkout.
4. Enter your shipping details and complete payment via PayPal.

After that, just relax — we’ll handle the rest and deliver your order to your doorstep.

You may cancel your order under the following conditions:

• Unpaid orders: Can be cancelled at any time before payment is processed.
• Paid but unshipped orders:
  • Email us at admin0002@chinasouvenirs.com from the email address registered with your Chinasouvenirs account.
  • A 7% payment processing fee will be deducted by the payment platform.
  • 93% of the payment amount will be refunded to your original payment method.
• Shipped orders: Cannot be cancelled once the package has been dispatched.

For detailed information about returns or exchanges after delivery, please refer to our Return & Exchange Policy.

Yes. Creating an account is required to place an order. With a registered account, you can:

• Enjoy a streamlined, self-service checkout experience
• Track your order status easily
• Manage your personal information and addresses

If you are interested in bulk purchases or wholesale, please contact our sales team directly. We can process your order manually and offer flexible offline payment options to support your business.

You can track your order in any of these ways:

1. Logistics tracking platform: Use 17Track (https://t.17track.net/) to monitor your shipment.
2. Courier’s official website: For express shipments, you can also track directly on the carrier’s website.
3. Email us: Contact admin0002@chinasouvenirs.com with your order number for assistance.

For the most up-to-date tracking information, we recommend checking the logistics platform first, since it aggregates real-time updates from multiple carriers.

Note: Please allow 24–48 hours for tracking information to be updated after your order has been shipped.

If you receive a product with quality issues or shipping damage, please follow these steps within 7 days of delivery:

1. Contact customer service: Email our support team as soon as possible.
2. Provide evidence: Include clear unboxing video and photos that show the damage or defects.
3. Resolution: After verification, we will work with you on the best solution, which may include:
   • Full product return
   • Replacement of damaged components
   • Compensation for defective items

All return requests are subject to verification and approval by our customer service team. For full terms and conditions, please refer to our complete Return Policy.

Note: Unboxing videos are required for all damage claims to help us resolve your issue quickly.