Order related

When will my order be shipped?

  • Orders are shipped within 3 business day.
How can I track my order?
  • You will get an email with tracking number & tracking link after we shipped your order, click the link to track your package. Please allow 2-3 business days for the delivery status to update.

Can I cancel or change my order?

  • Yes, you can cancel or change your order BEFORE it is shipped. If your order has shipped, please contact our customer service team via ella@resinspal.com to initiate a return after you receive your order.

Payment related

What payment methods you accept?

  • We accept PayPal and Credit Card including Visa, Mastercard, American Express, etc. If your payment not be accepted at checkout, please contact us for further support. Email: ella@resinspal.com

What should I do when I get "Your card was declined. " message during checkout?

  • The transaction was declined by your card issuer for some unknown reason. Please contact them for further help regarding this issue.

How can I apply a promo code or use a Gift Card?

  • Manually enter the promo/gift card code at checkout and click “Apply.” Each code can only be applied once. Discounts cannot be used in conjunction with another promotion.

Shipping related

Can you deliver to a PO Box?

  • We DO NOT deliver to APO/FPO or PO Boxes.

How much does shipping cost?

  • We ship worldwide, and we offer FREE SHIPPING on orders over $19.99. Check detail at Shipping Policy Page.

Are the customs duties included in the shipping cost?

  • Customs duties are charged according to the local customs policy. In general, we covers customs duties for most orders.

Return related

How long do I have to return a purchase?

  • All return and exchange requests must be initiated within 45 days after the purchase date. Check Return Policy Page for detail.

Are there any items excluded from the return policy?

  • Items that have been damaged or altered in any way are not eligible for returns.

How do I submit a return or exchange request?

  • Please send email to ella@resinspal.com with the order number for the items you wish to return or exchange. Products need to be returned to the address we provided instead of the one on shipping slip.

Do you provide return labels?

  • The customer is responsible for all return shipping fees. We do not offer shipping labels for returns.

How can I exchange a damaged or defective item?

  • Please contact us (Email: ella@resinspal.com) 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.

I received the wrong item. What do I do?

  • Please contact us. Email: ella@resinspal.com

How long will it take to receive my refund?

  • Refunds will be processed within 7 days after we receive your package. Please remember it can take some time for your bank or credit card company to process and post the refund, while PayPal refunds take 1-3 business days.

If I purchased my order with a coupon, can I still return or exchange it?

  • Purchases made with coupons/store credit cannot be returned or exchanged. Only the amount exceeding the coupon value is refundable.

Can I get a refund for my gift card?

  • No, gift cards cannot be reloaded or returned for a cash refund.

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