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Customer Support Matters. A lot.

Our customers are the most important part of our business. We strive to give you the best service possible, and we want to make sure you feel supported and trust us.

  • Worldwide delivery

    What you want, delivered to where you want

  • Hassle-free shopping

    Every order has buyer's protection coverage

  • Safe payment

    Pay using the world's most popular & secure payment methods.

  • SATISFACTION GUARANTEE

    We stand by our premium products & your satisfaction is guaranteed.

  • Great value items

    There's always something on 60%-80% discount flash sale!

FREQUENTLY ASKED QUESTIONS

Have some questions? Why not take a look at some of the most frequently asked questions below to see if we have your answer.

  • Marketing and Sales office located in Kovan, Republic of Singapore. Warehouse located In Shenzhen and Hong Kong, China

  • At VIOlife Marketplace, our goal is to offer you the best shipping options, In some countries we shipped free of charge, indicated on the pre-paid list. Everyday, we deliver to hundreds of customers across the world, ensuring that we provide the highest levels of responsiveness to you at all times. The Free shipping methods are set up by our warehouse agents, customers are advised if you need to chat with us for more shipping information.

     

    We kindly to inform all our customers

    Our office operating time from Mon - Fri

    Time:10:00 to 22:00(GMT+8)

    Customers can email us at: violife.marketplace@gmail.com

    after the operating hours, thank you very much!

    more quality shops

  • The time frame for order delivery is divided into two parts:

     

    • Processing time: Order verification, tailoring, quality check and packaging. All orders are sent to the warehouse for dispatch within 24 hours after the order is placed. Our warehousing and logistics will process the orders, which takes an additional 2–3 days.

     

    • Shipping time: This refers to the time it takes for items to be shipped from our warehouse to the destination. International delivery usually takes about 12–16 business days. For US orders are shipped by e-packet, which is a US Postal Service product. After processing and leaving the warehouse, items usually take between 14 and 24 days to arrive at their destination but custom check point may or may not take longer from time to time. We will update our customers by email if there are delays.

  • 1. A tracking number will be send to you via your email address.

    2. Tracking no. usually takes about 4 working days to receive .

    3. If you did not find them in your inbox, go to your spam to recover them

    4. You can Track the parcel after goods is sent out. Use the tracking no. to Find your parcel, and check the order shipping and delivery status.

    5. Our "Track your order" App is located at the footer of the page

  • As buyer is obligated to do the customs clearance, please contact the local customs to know the detained reason first:

    1. Importing tax/document is required. Please pay the tax/provide the document for customs clearance.

    2. Document from seller is missing. Please contact seller to get the required document, and then clear the customs.

    If seller does not cooperate to provide the document, please open a dispute on the order page, providing the official document from the local customs to clarify the detained reason, so that VIOlife Marketplace can step in.

     

    Below is the contact information of International customs quick link

  • You may be charged customs duties and taxes for something you bought on VIOlife Marketplace because:

    • Duties and taxes are typically not included in the price of the item, and might not be included in the overall shipping costs you pay to the seller.

    • When shopping on VIOlife Marketplace. you are buying from overseas sellers. That’s why sometimes you will be asked to pay customs duty.

     

    The taxes may depend on where your order was sent from, the type of items you bought, their value and the weight of the package. Different countries may have different tax policies regarding specific products. It’s always best to confirm this with the seller or your local customs authority.

     

    You are responsible to clear VAT on all purchases made on VIOlife Marketplace. This can be done through the VAT clearance procedure of your local customs authority in your country of residence.

     

    Please note: Customs duties and taxes are never covered by VIOlife Marketplace.

     

    To avoid any unforeseen surprises, please pay attention to the following:

    • Ask the seller if you need to pay any additional import duties, taxes or other customs-related charges.

    • Contact your local post or customs office to find out more about your country’s customs duties and taxes.

    • Import duties, taxed or other customs-related charges are normally collected by the shipping company upon delivery.

    • Sellers are not responsible for delays caused by the customs department in your country.

    • Additional costs or delays may occur during international trade.

    • Some sellers offer domestic delivery. This means that they will send your order from a warehouse in your country. In this case, you won’t be asked to pay for any additional customs duties and taxes.

    • After successful payment, the seller is required to prepare the shipment and send it in due time. If the shipment is not completed in the required time on the order page, VIOlife Marketplace will close the order and return all the funds to you. And you will receive the refund in 3-20 business days.

    • Before payment: you can cancel order directly by not clicking the checkout button;

       

      • You cannot cancel your order after 4 days because most orders were shipped out at this time.

       

      • You can cancel your order within 12 hours after you made an order only with our approval. Please contact us by chat for the approval to speed up the process.

    • We stand behind our product and guarantee that you'll love it. If for any reason you're not happy, we'll take it back and refund your money. It's as easy as that!

       

      100% 30-DAYS MONEY-BACK GUARANTEE

       

      We have a 7-days return policy, which means you have 7 days after receiving your item to request a return.

      If 7-days have gone by since your purchase, unfortunately we can’t offer you a refund.

      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.

       

      To start a return, you can contact us at violife.marketplace@gmail.com.

      If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

      You can always contact us for any return question at: violife.marketplace@gmail.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.

       

      Exceptions / non-returnable items

      Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

      Unfortunately, we cannot accept returns on sale items or gift cards.

       

      Exchanges (Singapore only)

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

       

      Refunds (Outside Singapore only)

      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. Please remember it can take some time for your bank or credit card company to process and post the refund too.

       

    • Please take easy that the fund is guaranteed as VIOlife Marketplace knows how important your money is and we make sure that the refund is handled accordingly.

       

      Usually, it takes 3-20 business days, varying with different banks, for buyers to receive the refund after the refund is successfully processed by VIOlife Marketplace.

       

      You may check your register with us email to confirm whether the refund has been successfully processed, please feel free to contact your bank (please provide the ARN to your bank if there is) to follow up the Refund status.

       

      The method of the refund relies on the method of the payment. For instance, if you used credit card to pay, the refund will be processed to the same card with which the payment was made.