Shipping policy

Our Shipping Promise

We want to get your order to you as quickly and smoothly as possible! 🚀 Here's everything you need to know about how we ship your goodies.

We currently offer FREE standard shipping worldwide! 🌍🆓

📦 1. ORDER PROCESSING TIME

Once you place your order, we need a little time to get it ready for you.

• Processing time: 1-3 business days

• Orders are processed and shipped Monday through Friday (excluding weekends and public holidays)

• Orders placed after 5 PM will be processed the next business day

• You'll receive a shipping confirmation email with your tracking number once your order has been dispatched!

🌍 2. SHIPPING TIME & DELIVERY

We ship worldwide from our global fulfillment centers! Here's what you can expect:

*Please note: Delivery times are estimates and may vary depending on your location, customs processing, or other factors outside our control.

💰 3. SHIPPING COSTS

We're excited to offer FREE standard shipping to every country! 🆓🌍

Here's how it works:

• Shipping fees are calculated at checkout — based on your shipping address. Simply enter your full address during checkout, and your final shipping cost (if any) will be displayed before you place your order.
• Currently, standard shipping is FREE for all eligible addresses — no hidden fees, no surprises! 🎉
• Remote or hard-to-reach areas — may be subject to additional carrier surcharges. These fees are charged directly by the shipping carrier and are not collected by us. If your address falls into this category, any applicable surcharges will be clearly shown at checkout.
• Important for remote areas — International carriers such as DHL, FedEx, or UPS etc may classify certain addresses as "remote areas." If your address falls into this category, the carrier may charge an additional **Remote Area Surcharge** directly to you upon delivery. This fee is **not included** in your order total and is **not collected by us** — it is charged entirely by the shipping carrier. Unfortunately, we have no way to predict or be notified of this charge in advance
• We've got your back! 💖— If you are charged a remote area surcharge by the carrier, simply contact us with proof of payment (e.g., carrier invoice, payment receipt, or SMS/email notification from the carrier). We will issue the amount you paid as **Store Credit** — so you can use it toward your next purchase with us! 🎁

Store Credit Terms:

• Validity: Store Credit is valid for 1 year from the date it is issued. Any unused balance will expire and be removed after this period.

• Usage: Store Credit will be automatically applied to your next eligible order at checkout. If your order total is less than your Store Credit balance, the remaining balance will stay in your account for future use.

• Non-transferable: Store Credit is tied to your customer account and cannot be transferred to another person.

• Non-refundable: Store Credit cannot be exchanged for cash or refunded.

If you have any questions about Store Credit, feel free to contact us at shop.fulalaplus@outlook.com.

🛃 4. INTERNATIONAL SHIPPING & CUSTOMS

We ship to customers all around the world! Here are a few important things to know about international orders:

• Customs duties & taxes: Depending on your country, you may be responsible for import duties, taxes, or customs fees. These are not included in your order total and are charged by your local customs office .

• Customs delays: Your package may be held by customs for inspection, which can cause delivery delays. Unfortunately, we have no control over this process.

• Shipping restrictions: We currently ship to most countries worldwide. If we cannot ship to your location, we'll let you know during checkout.

• Shipping restrictions: We currently ship to most countries worldwide. If we cannot ship to your location, we'll let you know during checkout.

If we are unable to fulfill your order due to shipping restrictions, we will cancel your order and issue a full refund for the product amount.

Please note that any payment processing fees or bank transaction charges incurred during the original purchase are non-refundable, as these fees are collected by the payment gateway and not by us.

🔍 5. ORDER TRACKING

Once your order has been shipped, you'll receive a shipping confirmation email with a tracking number and a link to track your package.

You can also track your order anytime on our website:

👉 Track your order here: https://fulalaplus.myshopify.com/apps/17TRACK

Simply pop in your order number and email address to see the latest update on your delivery! 📦

📍 6. ADDRESS ACCURACY & REFUNDS

Please double-check your shipping address before placing your order. Once an order has been shipped, we are unable to change the delivery address.

If you realize you entered an incorrect address after placing your order, please contact us immediately through any of the following channels:

• Email: shop.fulalaplus@outlook.com

• Facebook Messenger: m.me/fulalaplus

• Instagram DM: @fulalaplus

To help us process your request quickly, please include:

• Your order number

• Your email address used for the order

• The correct shipping address only (please do not mention the incorrect address, as this may cause confusion in our system)

We will do our best to update your address before dispatch. However, we cannot guarantee any changes once the order is being processed.

If your package is returned to us due to an incorrect or incomplete address:

• We will notify you via email and offer you the following options:

  1. Store Credit (Recommended): We will issue a Store Credit for 50% of the product amount (to cover shipping and handling fees). This is the fastest option — we can process this immediately once we confirm the package has been returned to our fulfillment center.

  2. Refund: If you prefer not to reorder, we can issue a refund for 50% of the product amount (to cover shipping and handling fees). Please note: This process takes longer because we need to:

     • Wait for the returned package to arrive at our fulfillment center (international shipping can take 30+ days)

     • Inspect and confirm the return

     • Process the refund through our payment system

     The refund will be issued to you after we have completed our internal review and confirmation process.

• Important: If the package is successfully delivered to the address you provided, we will consider the order complete and will not be able to offer a refund or resend the item, even if you claim the address was incorrect.

• If you have already filed a dispute (chargeback) with your bank:

  • We cannot issue any refund directly, as this may result in a duplicate refund.

  • Please contact your bank to cancel the dispute first.

  • Once the dispute is canceled, contact us with the withdrawal confirmation from your bank, and we will process your refund immediately.

We are not responsible for delivery failures caused by incorrect or incomplete addresses provided by the customer. However, we are here to help — please allow extra time for international shipping and returns. 🙏

❓ 7. LOST, DELAYED, OR DAMAGED PACKAGES

We know how exciting it is to receive your package, and we're sorry if things don't go as planned!

Delayed Packages

Delivery times may be extended due to factors such as weather incidents, customs backlogs, or carrier delays . If your package hasn't arrived within 10 business days after the estimated delivery date, please contact us and we'll look into it for you.

Lost Packages

If your tracking information shows "delivered" but you haven't received your order:

• Please contact us within 48 hours of the delivery date so we can start an investigation with the carrier .

• Failure to notify us within this timeframe may result in the carrier denying our claim.

Damaged Packages

If your item arrives damaged, please refer to Section 4 of our Return and Refund Policy — we've got you covered! 💖

📧 8. CONTACT US

Got questions about shipping? We're here to help! 😊

• Email: shop.fulalaplus@outlook.com

• Facebook Messenger: m.me/fulalaplus

• Company Address: Hong Kong SAR (Please note: This is our company address only. Do not send returns here — always contact us first for the correct return address!)