Our Policies
Refund policy
We will make a refund, resend, or accept the return for any of the following cases:
1. Orders Delayed
Orders are lacking tracking information, in transit, pending, expired 60 days after orders departed from the warehouse. Following countries and shipping methods may be different:
a. For orders shipped to the USA, it will be counted 45 days after orders departed from the warehouse.
b. For Brazil, it is after 110 days counting from the date that order departed from the warehouse due to the strict customs clearance at Brazil.
c. For China Post Registered Air Mail and CJ liquid direct line to all counties, we will deal with your dispute for delayed orders after 100 days counting from the date that order departed from the warehouse.
d. For some special shipping methods, we cannot deal with your disputes. (See the following important interpretation under the Terms of service)
Notes:
Sometimes, the order had arrived at the nearest post office to your address and make it pending because of insufficient address, package unclaimed, no such number, etc. It will be much more convenient for you to contact local post office or go to the post office for delivery.
2. Orders not Received
We will not deal with the refund or resend if the tracking information shows the order is delivered.
a. If you do not receive the package, a non-delivery certification issued by the local post office with an official seal is necessary.
b. Tracking information alert. The tracking information shows Alert, the reasons are listed as below:
a) Incorrect/insufficient address.
b) No such number.
c) Unknown recipient.
d) Refused.
e) Do not pick up in time.
f) No safe delivery location.
g) Uncleared customs.
h) Others.
Notes:
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, You need to pick up the package by yourself. Otherwise, the product will be returned to the sender, our logistics company. During the return, we take no responsibility if products have been lost.
b. We cannot offer a refund or resend if you don’t process the undelivered orders or packages destroyed by logistics companies.
3. Products Damaged
We offer a full refund or a replacement if packages arrived are badly damaged.
We offer a partial refund or a replacement if packages arrived partially damaged (except thread, slightly wrinkled, small scratches etc.).
Notes:
a. For fragile products, a refund is highly recommended.
b. For damaged packing boxes, we cannot offer any refunds or other after-sale services due to the long-distant international delivery.
c. For ordinary products, please make a complaint or open a dispute with us within 5 days after packages are delivered.
d. For electronic products, please make a complaint or open a dispute with us within 10 days after packages are delivered.
4. Incorrect or Missing Products
We have a strict quality control process before products are dispatched. We will deal with incorrect or missing products as follows:
a. For incorrect products, we offer a full refund or replacement.
b. For products with wrong colour, size which doesn't affect product function, etc., we offer a refund or resend.
c. For parts missing which doesn’t affect product function, we may refund partially or resend the missing part; for parts missing which affect product function, we will resend the product only.
d. For accessories, we will resend the accessories.
Notes:
For size problem, we 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.
5. Orders Cancellation
For orders cancellation, we offer a full refund before products are processed by warehouses.
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.
Return Policy
Products can be returned to our overseas warehouses only in most circumstances. But we do not suggest returning products to our warehouses, because the international shipping cost is high and it takes at least 3 months to arrive at our overseas warehouse. Most of them will be lost during the return. Also, most of the returned products will be damaged on the way.
a. If you indeed want your buyer to return the products, please contact contact@opalain.com direct
b. Please return products within 10 days after receiving products.
Shipping Policy and Terms of Service
1. Order Processing Time
Please allow 1-2 business days (excluding weekends and holidays) for your order to be processed for shipping, we make every effort to fulfil orders as quickly as possible. Customers will receive another notification when your order has shipped.
2. Shipping Rates and Estimates
Most of the products are dispatched from the overseas warehouse. Please allow 5 to 20 business days estimated delivery time. Delivery time might vary for different regions and countires.
We offer free international shipping to New Zealand and Australia for orders over $59 NZD and to the following regions and countries for orders over $99 NZD: UK, Ireland, France, Germany, Greece, Italy, Sweden, Canada, US, Mainland China, Hong Kong SAR, Taiwan, Japan, Singapore, South Korea.
We offer $12.9 NZD flat rate shipping to those regions and countries above for any orders less than $99 NZD.
For other regions that are neither mentioned in the countries and regions above or in the destination limits below, we offer $29 NZD flat rate shipping.
3. Shipping Method Limits
Some shipping methods are not trackable when orders arrived at some Countries, States, or Cities. We list those shipping methods in advance and will not accept any disputes when you choose those shipping methods to some countries, including:
PostNL, Turkey Post, Swiss Post, Electric PostNL to USA, UK, Canada, Australia, South Africa, Brazil, the overseas territories and overseas island areas；
Notes:
For DHL, CJPacket Fast Line, CJPacket JL Express, CJPacket Thailand, the remote addresses will be charged additional cost.
4. Destination Limits
Due to limited international transportation, we 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.
Important Interpretation
1. Deadline of Opening Dispute
You cannot open a dispute if the order status is completed. Your dispute cannot be resolved when tracking information from a third party is untraceable.
Notes:
a. For bulk purchase orders, the close date usually is around 30 days.
b. Dispute will be closed automatically if the order has been closed and you have not responded for seven consecutive days.
2. Force Majeure
We take no responsibility for any product damaged or shipping delay caused by the act of god, including but not limited: epidemic situation, international situation, strike, war, earthquake, flood, virus, storm, heavy snow, customs inspection. However, we will notify you by emails.
3. Unacceptable Disputes
We 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.
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.