Customer Service – FAQ

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  • Global Countries Shipping & Returns
    Shipping Methods
    1. Door to door delivery within 7-10 days
    Special Reminder We’re sorry but we don’t currently ship orders to P.O. Boxes because:
    • We like to ship directly to you, so we can be sure where the parcel ends up.
    • We like to always use the same courier, so we can guarantee the quality of service.
    • We like to hand you the parcel, so it doesn’t get crammed or crushed in a small box.
    If you try to ship an order to a P.O. Box, your order will appear as ‘canceled’ and you’ll receive an email from us letting you know. In this case, please get in touch with us to give a residential address and we'll send it out right away! Multiple Payment Gateways 
        • The Payment Gateways service is provided by PayPal and Stripe, and through PayPal and Stripe; you can pay by credit card without a PayPal account and without registering with PayPal.
    Multi-Currency Solutions Let our customers pay in their local currency. (USD, SGD, AUD, EUR) Import Tax & Duties
    1. Different countries may require import tax, duties and related Customs fees for the imports, and the cost is not covered in payments you made to us. These charges, if applicable, are determined and charged by the Customs office of the destination country. For further details of charges, please contact your local Customs office directly.
    2. If your package requires import tax, duties and related Customs fees for the imports, and you are unwilling to pay all costs, then your package will be returned. And your refund amount will be deducted from the actual round-trip freight and customs duties in both places, and then the balance of the original order will be returned. (round-trip freight = order freight x2, these charges, if applicable, are determined and charged by the Customs office of the destination country. For further details of charges, please contact your local Customs office directly.)
    3.  The Customer shall comply with all local import Regulation and regulations (Prohibited goods...) Otherwise, the customer will be responsible for relevant legal issues.
      Shipping Information It is your responsibility to fill out the correct shipping address. Please make sure you fill out the shipping information completely and specify if the shipping address is different from your billing address at checkout. 1.Singapore and Malaysia, Other Countries: Full English Name, English Address, ZIP Code 2.ZIP Code is needed to provide with the shipping address   Is it possible to change the shipping g address after placing an order? 
    • 1. Due to the complicated process of order delivery, it is impossible to modify the address, recipient and other information after the order is completed.
    • 2. If you found the address is wrong before shipment, the original order shall be canceled and the order shall be replaced. Sorry for any inconvenience caused.
    • 3. If the delivery needs to be canceled due to incorrect address found after shipment, the actual round-trip freight and customs duties will be deducted, and then the balance of the original order will be returned.
    • 4. If you find an error in the address after shipment, you need to change the address for delivery, and you need to pay the additional cost for the change of address.
    • 5. If you mistake in the original address, contact number is wrong, or the contact person to fill in an unknown, so that packages can't deliver the success, and can't get in touch with you within two days, the parcel will be returned to the way of processing, Flightline will inform you by E-mail, this return ship will cancel the order, and will be deducted and the actual freight back and forth to generate tariffs, then back to the original order balance.
      How to confirm the order and track your order? 
    • You can track your order by customer service mail. Please email your order number to Customer Service Mail: Your order number can be found on your confirmation email.
      Returns Process 
    1. Returning something you bought at a Flightline Shop is easy! You can return an order purchased from the Flightline Shop within the last 7 days either by contacting Customer Service Mail:
    2. It’s important that you contact us instead of shipping it to us yourself, or Our policy lasts 7 days. If 7 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.
    3. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
    4. Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
    5. Additional non-returnable items: * Gift cards * Downloadable software products * Some health and personal care items
    6. To complete your return, we require a receipt or proof of purchase.
    There are certain situations where only partial refunds are granted: (if applicable) * Book with obvious signs of use * CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened. * Any item not in its original condition, is damaged or missing parts for reasons not due to our error. * Any item that is returned more than 30 days after delivery
    1. Refunds (if applicable) Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
    2. Late or missing refunds (if applicable) If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at
    3. Sale items (if applicable) Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.
    • Exchanges (if applicable) We only replace items if they are defective or damaged.  If you need to exchange it for the same item, send us an email .
    • 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.
    How long does it take to get my order? (Hong Kong, Taiwan, Macau, Singapore, Malaysia, Other Countries)
        • 1)In Stock (Non-Pre-Order Product): Orders will be processed and shipped within one to five business days, excluding holidays and weekends.
        • 2)Out of Stock (Pre-Order Product): Post estimate shipping time on the product pages.

HK / Taiwan / Macau SHIPPING & RETURNS

  • 香港、台灣、澳門 區域 訂購說明
    • 服務區域為香港、台灣、澳門
    • Flightline目前使用執行配送服務,因各區服務範圍不同,位址填寫請注意以下事項:
    • 1.無法配送至郵政信箱。
    • 2.香港順豐速運配送於香港地區皆為自取點,所以請選擇自身最方便之自取點取貨 。
    • 3.香港順豐速運配送於香港、台灣、澳門地區為送貨到府,所以請填寫完整的收件資訊 。
    • 4.如因填寫未提供配送服務之位址造成退件者,該筆退回之訂單將取消出貨,並將扣除相關來回運費後再退回原訂單餘額。
    下單完成後何時收到商品(香港、台灣、澳門 區域)
        • 1)一般商品(非預購類型)下且付款完成後,就會開始寄送,正常現貨情況為 :訂單成立且完成繳款的隔日起算七天內配達完成(不含列假日和特殊節慶)。但不含訂購當天,請協助留意快遞的來電,以利於快速收到您訂購的商品。
        • 2)預購商品(非現貨類型)於頁面中呈現,購買預購商品,購買商品頁面中會公告統一出貨時間,若有更新則會立即公告。
      多元化付款方式(香港、台灣、澳門 區域)
        • 香港、澳門區訂單付款方式皆為Paypal 和 Stripe,透過 PayPal 和 Stripe; 就算沒有 PayPal 和 Stripe 帳號也可以使用信用卡付款。
        • 台灣區訂單付款方式由Pay2go 和 Line Pay付款 提供多元化的付款方式。
      多元化幣別結算輕鬆購物(香港、台灣、澳門 區域)
        • 香港、澳門 地區:以 港幣 幣別做結算。
        • 台灣 地區:以 台幣 幣別做結算。
    • 特別提醒:
    • 1.各國進口關稅標準不同,若領取包裹時貴國欲收取商品之關稅,需由會員自行負擔。
    • 2.若包裹因各國法規產生關稅,而訂購人不願支付關稅以致包裹需退回時,退款金額將扣除實際產生之來回運費及兩地關稅後,再退回原訂單餘額。(來回運費=訂單運費x2,關稅為抽驗,各地區有所不同,建議請上各地區稅務單位查證)
    • 3.收貨人需遵守收貨之國家(地區)的進口規範與限制(違禁品..等),否則相關法律問題將由收貨人自行負責。
      寄送資料填寫(香港、台灣、澳門 區域)
      •、澳門 配送地區,收件人需以英文全名填寫,不可簡寫。
      • 2.台灣配送地區,收件人需以真實的中文全名填寫。
      • 3.收件地址均需填寫正確郵遞區號。
      下單完成後,是否還能變更寄送位址?(香港、台灣、澳門 區域)
    • 1.因訂單配送歷程繁複,訂單完成後,即無法修改寄送位址、收件人等資料。
    • 2.若於出貨前發現位址有誤,需取消原始訂單,再重新下單完成訂購,不便之處敬請見諒。
    • 3.若於出貨後發現位址有誤,需取消配送,將扣除實際產生之來回運費及兩地關稅後,再退回原訂單餘額。
    • 4.若於出貨後發現地址有誤,需變更地址配送,相關改址增加費用,需由您自行吸收。
    • 5.若您因原地址有誤、聯絡電話有誤或聯絡人填寫不詳,以致包裹無法投遞成功,且於二日內無法與您取得聯繫,包裹將以退回方式處理,Flightline將以e-mail方式通知您,該筆退回之訂單將取消出貨,並將扣除實際產生之來回運費及兩地關稅後,再退回原訂單餘額。
        如何確認訂單及追蹤我的包裹?(香港、台灣、澳門 區域)
        • 請您來信客服,查詢訂單交易狀態,追蹤商品配送進度。
      退貨說明(香港、台灣、澳門 區域)
    • 1.若您對商品不滿意,請於收到商品7日內,請您來信客服,留言您欲退回的商品明細及退貨原因。客服人員將於留言次日起1個工作天內為您查詢當筆訂單是否符合退貨條件並回覆。同時,請您於收到退貨通知起7日內,依退貨回覆指示包裝並自行(自費)寄至您所在的國家指定的退換貨指定收貨地址。
    • 2.如您未取得同意即自行寄回退貨商品,或逾期寄回退貨商品,Flightline將無法授理您的退貨退款,若需再寄回給您退貨商品,請自行負擔寄回運費。
    • 3.退回商品時,請選擇適當的寄送方式,若我們未收到您所寄回的商品、或商品寄回時,商品或包裝已損毀或遺失,可能影響您退貨的權益,也可能依照損毀程度扣除為回復原狀所必要的費用。
    • 4.請注意:您所退回的商品必須是全新的狀態、且完整包裝;請留意保持商品本體、配件、贈品及原有的完整性,切勿缺漏任何配件或損毀原包裝外盒。
    • 5.如果您所購買的商品為個人貼身用品,在您還不確定是否要辦理退貨以前,請勿拆封,一經拆封請恕無法受理退貨。
      退款說明(香港、台灣、澳門 區域)
    • 1.收到退回商品確認無誤後,約7個工作天,將退至您的信用卡/銀聯卡或帳上餘額,銀行間的作業處理約需7~14天,也因個人信用卡的結帳週期不同而影響退刷款項完成時間(負項可能會列在下期的帳單上)。關於「店家已刷退後的作業時間」,可洽詢您的信用卡發卡行。實際收到款項時間仍需視您的發卡銀行作業而定,退款日當天將發送Email通知函。