FAQ
Frequently Asked Questions (FAQ)
Welcome to the Fenmilo FAQ. Here you can find answers to common questions about ordering, payments, shipping, tracking, order changes, returns, and customer support.
If you cannot find the information you need below, please contact us at service@fenmilo.com. For questions about an existing order, please include your Order Number and the email address used when placing the order so that our customer service team can assist you efficiently.
Ordering & Payments
How do I place an order?
Browse the products available on Fenmilo, select the item and available options you would like to purchase, and add it to your cart. Once you are ready, proceed to checkout and provide the required shipping and payment information.
Please review your items, quantities, shipping address, and contact information carefully before completing your purchase.
How do I apply a discount code?
If you have a valid Fenmilo discount or promotional code, enter it in the designated discount code field during checkout.
On mobile devices, you may need to open the order summary to locate the discount code field.
After entering the code, select Apply and confirm that the discount has been reflected in your order total before completing payment.
Discount codes may be subject to specific terms, expiration dates, product restrictions, or other promotional conditions.
What payment methods do you accept?
The payment methods currently available to you will be displayed during checkout.
Depending on checkout availability, supported methods may include major credit or debit cards and compatible accelerated or digital payment options.
Please refer to the checkout page for the payment methods available for your specific order.
Why was my payment unsuccessful?
A payment may be declined for several reasons, including incorrect card information, insufficient funds, bank security restrictions, or an unsuccessful payment authorization.
Please verify your payment information and try again. If the problem continues, you may wish to contact your card issuer or select another available payment method.
Shipping & Delivery
How much does shipping cost?
Our standard shipping rate is $5.99 USD.
The applicable shipping charge will be displayed during checkout before you complete payment. Shipping charges may vary where a different rate or promotional shipping offer is shown at checkout.
How long does delivery take?
The estimated shipping and delivery timeframe is generally 10–20 business days after order processing and shipment.
Delivery estimates are not guaranteed arrival dates. Actual delivery times may vary depending on the destination, carrier operations, customs processing where applicable, local delivery conditions, and other circumstances outside our direct control.
Please refer to our Shipping Policy for additional information.
How can I track my order?
Once tracking information becomes available, we will send it to the email address associated with your order.
You can use the tracking number provided to follow the progress of your shipment through the relevant carrier or tracking service.
Why isn't my tracking information updating?
Tracking information may not update immediately after a shipping label is created.
Please allow approximately 24–48 hours for initial tracking information to appear. Temporary gaps between tracking updates may also occur while a package is moving between carrier facilities or during international transit.
If there has been no tracking activity for an unusually long period, please contact service@fenmilo.com with your order number.
Why did I receive only part of my order?
In some circumstances, an order containing multiple items may arrive in more than one package.
If your order is divided into separate shipments, the packages may arrive at different times. Where separate tracking information is available, it may be provided for each shipment.
If you believe an item is missing after all shipments have been delivered, please contact our customer service team.
Order Changes & Cancellations
Can I change my shipping address?
If you notice an error in your shipping information, contact us at service@fenmilo.com as soon as possible.
Please include:
- Your order number
- The email address used for the order
- Your current shipping information
- The complete corrected shipping information
We will attempt to update the information if the order has not already entered processing or shipment. Once an order has been processed or shipped, we may be unable to change the delivery address.
Can I change an item, color, or quantity after ordering?
Please contact service@fenmilo.com as soon as possible and provide your order number, order email, and the change you would like to request.
Changes cannot be guaranteed. If fulfillment has already begun, we may be unable to modify the order.
Can I cancel my order?
Please contact us as soon as possible if you wish to request cancellation.
Cancellation may only be possible before the order has entered processing or shipment. Once an order has already been shipped, it generally cannot be canceled and the applicable return process will need to be followed instead.
Please review our Refund Policy for the conditions that apply to returns, cancellations, and refunds.
Returns & Refunds
Can I return an item?
Eligible items may be returned in accordance with the conditions and timeframe stated in our Refund Policy.
Before sending any item back, please review the Refund Policy and contact service@fenmilo.com if assistance is required.
Items should not be returned to an address without first reviewing the applicable return instructions.
When will I receive my refund?
After an eligible return is received and reviewed, approved refunds will be processed according to our Refund Policy.
Once a refund has been issued, additional processing time may be required by your bank, card issuer, or payment provider before the funds appear in your account.
Damaged, Incorrect or Missing Items
My order arrived damaged. What should I do?
If an item arrives damaged, please contact service@fenmilo.com as soon as possible.
To help us review the issue, please provide:
- Your Order Number
- The email address associated with your order
- Clear photos or video showing the damaged item
- A photo of the package and shipping label where relevant
- A brief description of the problem
Please retain the item and original packaging while your request is being reviewed.
What if my item has a quality issue?
If you believe an item has a defect or quality-related issue, contact our customer service team and provide your order details, a description of the issue, and clear photos or video showing the affected area.
Our team will review the information provided and advise you of the appropriate next steps.
I received the wrong item. What should I do?
Please email service@fenmilo.com and include your order number, order email, and clear photos of the item you received.
We will review the order information and assist you with the next steps.
What should I do if an item is missing?
First, check whether your order was divided into multiple shipments.
If all packages have been delivered and an item is still missing, contact service@fenmilo.com with your order number and details of the missing item.
Product Questions
Where can I find product information?
Product information is provided on each product page, including available options, pricing, images, and other relevant product details.
Because Fenmilo offers different types of bags, wallets, mini bags, card holders, and everyday accessories, specifications may vary between products.
Please review the individual product page before placing your order.
Will the product look exactly the same as the photos?
We aim to present product images and information as accurately as reasonably possible.
However, actual colors may appear slightly different depending on your device display, screen settings, lighting, and photography. Minor variations may also occur where applicable to the product.
Order Emails & Communication
I didn't receive my order confirmation. What should I do?
First, check your spam, junk, or promotions folder.
You should also confirm that the email address entered during checkout was correct.
If you still cannot locate your confirmation, contact service@fenmilo.com and provide your name and the email address used when placing the order. If available, include any other information that may help us locate your purchase.
I haven't received my tracking number yet. What should I do?
Tracking information is provided after an order has been processed for shipment and tracking becomes available.
If you have not received it, please check your spam or junk folder first. If sufficient processing time has passed and you still have no tracking information, contact service@fenmilo.com with your order number.
Customer Service
For questions about products, orders, shipping, returns, or after-sales support, please contact:
Customer Service Email:
service@fenmilo.com
Customer Service:
+852 47485827
Service Hours:
Monday – Friday, 9:00 AM – 6:00 PM (EST)
For questions concerning an existing order, please include your Order Number and Order Email whenever possible.
Store & Company Information
Store Name:
Fenmilo
Website:
fenmilo.com
Website Operator:
HAIYING TECHNOLOGY LIMITED
Business License Entity:
HAIYING TECHNOLOGY LIMITED
Registered Address:
ROOM C05, FLAT A, 2/F, TONTEX INDUSTRIAL BUILDING,
2-4 SHEUNG HEI STREET, SAN PO KONG, HK
Customer Service Email:
service@fenmilo.com
Customer Service:
+852 47485827