What you need to know
ALL DISPUTES SHALL BE OPENED ON : epoke.store
Epoke.store offers a quicker dispute solution and will appreciate it a lot if you provide:
a. Photos or videos of the damaged item to prove damage. If the photo cannot prove the products are damaged, please upload the video.
b. Screenshot of the e-mail or dispute received including name, date and content. In other words, a customer has sent the complaint (Through PayPal Dispute or other Gateway, e-mail, etc.).
c. The products need to be returned to Epoke.store if our Dispute Team asks for a return on the AS Service Center.
Except the important interpretation, Epoke.store will make Refund, Resend, or Accept the Return for any of the following cases:
Orders are lacking tracking information, in transit, pending, expired after 60 days counting from the date that order departed from Epoke.store warehouse.
Following countries and shipping methods may be different:
a. For orders shipped to the USA, it is after 45 days counting from the date that order departed from Epoke.store warehouse.
b. For Brazil, it is after 110 days counting from the date that order departed from Epoke.store warehouse due to the strict customs clearance at Brazil.
c. For China Post Registered Air Mail and Epoke.store liquid direct line to all counties, Epoke.store will deal with your dispute for delayed orders after 100 days counting from the date that order departed from Epoke.store warehouse.
d. For some special shipping methods, Epoke.store cannot deal with your disputes. (See the following important interpretation)
Epoke.store will not deal with the refund or resend if the tracking information shows the order is delivered.
a. If Your clients do not receive the package, a non-delivery certification issued by the local post office with official seal is necessary.
b. Tracking Information Alert. The tracking information shows Alert, the reasons are listed as below:
1) Incorrect/insufficient Address.
2) No Such Number.
3) Unknown recipient.
5) Do not pick up in time.
6) No safe delivery location.
7) Uncleared customs.
a. The local distributor will deliver 1-3 times according to the actual situation. If it is still unclaimed during the delivery period, it will be returned to the local post office for storage in 3-7 days. Meanwhile, Your clients need to pick up the package by themselves. Otherwise, the product will be returned to the sender, our logistics company. During the return, Epoke.store takes no responsibility if products have been lost.
b. If the logistics company provides return service to China, Epoke.store will put the products to your private inventory and will not refund for it when we receive the returned items.
c. Epoke.store cannot offer refund or resend if you don’t process the undelivered order or package destroyed by logistics companies.
Epoke.store offers a full refund or a replacement if packages arrived are badly damaged.
Epoke.store offers a partial refund or a replacement if packages arrived are partially damaged (except thread, slightly wrinkled, small scratches etc.).
a. For fragile products, a refund is highly recommended.
b. For damaged packing boxes, Epoke.store cannot offer any refunds or other after-sale services due to the long-distant international delivery.
c. For ordinary products, Your clients shall complain or open a dispute with you within 3 days after packages are delivered.
d. For electronic products, Your clients shall complain or open a dispute to you within 7 days after packages are delivered.
e. For service products, Epoke.store refunds you the cost of the product which is the price in China market. If you have Epoke.store quality inspection service. Otherwise, Epoke.store will not take any responsibility for them. (See the following important interpretation > Service products)
Epoke.store has a strict quality control process before products are dispatched.
Epoke.store will deal with incorrect or missing products as follows:
a. For incorrect products, Epoke.store offers a full refund or replacement.
b. For products with wrong color, size which doesn’t affect product function, etc., Epoke.store offers refund or resend if you provide the screenshot of your clients’ complaint which including name, content and date.
c. For parts missing which doesn’t affect product function, Epoke.store may refund partially or resend the missing part; for parts missing which affect product function, Epoke.store will resend the product only.
d. For accessories, Epoke.store will resend the accessories.
For size problem, Epoke.store will appreciate it a lot if you can measure the product according to the correct measurement method and provide us the photo of measurement. Then, our dispute team will deal with your disputes quickly.
For orders cancellation, Epoke.store offers a full refund before products been processed by warehouses. But things may be different for following orders:
a. After payment, POD orders cannot be canceled as it is customized.
b. After payment, private inventory orders cannot be canceled as it is special products and only available for you.
c. After payment, video and photo orders cannot be canceled as Epoke.store has planned and prepared for you after payment.
Due to limited international transportation, Epoke.store will not accept any disputes when your orders are shipped to the following countries:
Haiti, Kyrgyzstan, Madagascar, Mauritius, Bangladesh, Nepal, Nicaragua, Swaziland, Jamaica, Zambia, Ecuador, Peru, Bolivia, Chile, Argentina, Uruguay, Egypt, Sudan, Libya, Algeria, Angola, Bahamas, Benin, Belize City, Burundi, Dominican Republic, Gambia, Grenada, Cuba, Palestine, Paraguay, Guatemala, Reunion, The Commonwealth of Puerto Rico, Hawaii, Alaska, Guadeloupe, Martinique, and French Guiana.
Service products apply to following interpretation.
a. Any disputes arising from products damaged or shipping delayed, Epoke.store may not refund the product cost.
b. Any disputes arising from bad quality, Epoke.store may not accept as the supplier is not Epoke.store.
c. For service products without Epoke.store’s quality checking inspection, Epoke.store may not accept the disputes.
Epoke-store shall not accept any unreasonable disputes, including but not limited to:
a. The buyer does not like it.
b. The product description is not real.
c. Products smell unusual.
d. The buyer ordered the wrong items or SKU.
e. The shipping address was provided incorrectly.
f. Product difference was negotiated in advance.
g. Tracking information deleted by logistics companies or local post offices.
All products shipped from Epoke.store will experience a quality inspection in our warehouse before shipment.
Delivery usually takes 3 to 13 days depending on the global health situation. But never more, promise !
You will receive your tracking details as soon as your order ships from our warehouse.
These are payment methods that Epoke.store would accept :
We prepare your order, which takes an average of one business day, and ship it to you!
Of couse if you want it.
Depending on your bank, processing time is usually instantaneous but it can also take 1-2 days.
A list of your favorite articles that you can save and share.
Contact us as soon as possible so that we can find a solution quickly