北京汉语国际推广中心
FAQ
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Returms & Exchanges
The best way to arrange for an exchange is to contact our staff who will give you correct instructions pertaining to your particular order. Every exchange scenario can be different and there may be times when we can help you avoid unnecessary costs of sending your items back to us.
All products are carefully wrapped with utmost care to ensure a safe delivery to its destination. In case of damage during shipment, please file your damage claims to the delivering carrier immediately, and notify us within 72 hours of receipt of damaged merchandise by you.

Vochinese guarantees our product to be totally satisfied by you, and is very flexible on our return and refunds policy. However due to certain products that maybe customized to an individual's fitting, we will be unable to offer such perks to our customers.
We allow ALL BUT THE FOLLOWING products to be returnable/refundable:

- discounted and bargain selection items
- items purchased over 45 working days
- items damaged by improper cleaning method

NOTE: All unauthorized, "freight to collect" or surface mail returns will be refused and no credit will be issued.

If customers reject the package because of customs issue or other issues arouse at their side, we will not be responsible for arranging any refund towards the rejected package as we have fulfilled our obligation to complete and ship the orders to customers.

We usually advice customer to contact our staff before sending items back to us, as there may be times when we can help you avoid unnecessary costs of sending your items back to us. We'll tell you the best way to handle your returns or exchanges and what you can expect from our end. In the event you have to send the items back to us, please contact our exchange department via this address:

Vochinese @163.com

In a normal event, the customer will be responsible for shipping their items back to us, whereas we shall be responsible for re-shipping exchange items back to you. Thus, we suggest you make careful selections for merchandise before you finalize your order.
You will be eligible for a refund claim within 45 days from the date you placed your order. For refunds, we will issue you an immediate refund of the value of your returned goods minus a 10% re-stocking fee. This applies ONLY for items purchased at normal retail price. Discounted items or items purchased as part of a special promotion are NOT eligible for cash refunds, although we may be able to offer you store credits equivalent to the amount of the purchase price of your returned goods. These store credits can be redeemed as cash equivalents on your next purchase. For the best arrangement, please contact our staff to service your return request.
This is a store policy set by management. We need to charge a nominal fee in order to offset the cost of order processing.


FAQ
We specialize in popular lifestyle products such as apparel, accessories and decorative home products from various exotic countries within China. Our products also make excellent unique gifts for friends or relatives. In a nutshell we specialize in high quality exotic Chinese goods. 
By creating an account at our website, you will be entitled to the following benefits:
Newsletter - If subscribed, you will be updated with the latest news on New Products Release, Promotional Discounts and more. You can always enable or disable the newsletter subscription feature at My Account.

Permanent Cart - Once login, you can save your shopping cart same as a "Wish List." We will remember what you put in the cart, saving it until you are ready to purchase!

Address Book - No need to retype all your address information for repeat orders. We can now even deliver your products to another address other than yours! This is perfect for sending birthday gifts direct to your friends.

Order Progress - View the progress status of your current order at My Account.

Order History - View your history of purchases at My Account that you have made with us.
Speedy Processing - Online orders will be received instantly for speedy processing.
If we tried to capture our enormous items on paper, it would be thousands of pages ... imagine getting that in the mail! And, it would need to be constantly updated as we add new products. Our customers overwhelmingly prefer our quick-and-easy online shopping experience.
While we have made every effort to display as accurately as possible the colors of our products that appear on the Site, the actual colors you see will depend on your monitor. We cannot guarantee that your monitor's display of any color will be accurate.
We make sure that every product we sell is individually handpicked to ensure the high standard of quality our customers expect of us. We also make sure to scout various markets for the best prices of individual products so as to pass on the savings to our customers.
Most of our items show smaller insets of the same product in different colors for you to choose from. You can always exchange to other colors with the SAME SERIAL NO. for free if you don't like the color.
We try to update our website with new products almost constantly. You can keep up with our new products by visiting our site from time to time by checking out our What New sections available in every category. Or you may also subscribe to our newsletter and be updated to the arrival of any new products.
Our website requires that your browser can accept cookies. In the Tools section of your browser, please make sure that you have activated this option.
Our server uses secure encryption. This requires an SSL compliant browser like Netscape Navigator 3.02 or later, or Microsoft Internet Explorer 3.02 or later.
Our web store runs on very high bandwidth provided by www.he.net! If you experience slow transfers, the problem may only be temporary. If the problem persists, please feel free to contact us.


Contact Us

地址：北京市海淀区西三环北路甲105号科源大厦B座12层

电话：+8610-68470052　　+ 8610-68470020

传真：+8610-68470051

邮箱：vochinese@163.com

网站：www.vochinese.com


Address: 12th Floor,Block B,Keyuan Mansion,A105,W.3rd Ring Rd.N,Haidian District,Beijing,China 100037

Tel: +8610-68470052　　+ 8610-68470020

Fax: +8610-68470051

E-mail: vochinese@163.com

Website: www.vochinese.com



Security & Privacy

Our online real-time payment gateway is provided by Paypal, who is one of the leading online payment processing companies in the world. The transactions take place in a secure environment (SSL), and we are not informed of any of the card details. We only receive an ok/not ok message from Paypal, indicating the final result of your transaction. These are highly secure, and governed by a 24/7 fraud and support team. Paypal is Verisign endorsed.

When you use Paypal features for making a payment, you will automatically get an account that you can use to later log in and review all payments made through Paypal. You will also receive a confirmation email from Paypal stating the approval of your card details and online purchase.

For further information about Paypal, please visit them at http://www.Paypal.com/.
We respect the privacy of our newsletter subscribers, customers, contacts, those who answer our surveys, and those who fill out our questionnaires. It is our policy:

• 1. Third party use. To not sell, rent, or loan our subscriber or customer lists to third parties for e-mail marketing. While we sell advertising in our e-mail publications to other companies, we never allow third parties any other use of these subscriber lists.

• 2. Cookies. To use cookies in a responsible manner to help our visitors, not snoop on them. We use cookies (1) to help rotate banner advertising, (2) to identify shoppers with their shopping carts, (3) to make it easy to order a second time, (4) to allow subscribers to store passwords in cookies if they desire, and (5) to give proper credit for sales made through links on our affiliates' sites. We do NOT collect or use information from cookies to develop a profile about our visitors or shoppers.

• 3. Security. To store subscriber and password files with personal information in a secure manner. We store such files in areas not accessible to Web browsers, behind password protection, or off-line.

• 4. Termination. To continue this policy beyond the termination of our company. If a majority portion of the assets of our company were to be acquired by another organization, that might include our subscriber and other lists, but only as part of a clear agreement binding that organization to abide by the spirit and letter of our privacy policy.

If you have any concerns or questions about our privacy policy or information collected on our sites, please contact us.



How to Order
All stock merchandise will be dispatched for shipment within 2-3 working days of receipt of order. Please allow an additional 3-5 working days for custom-made or alteration service. You will be notified via email of any back orders, or other delays in shipping your order. We offer delivery via Registered International Air Parcel which takes up to 9-11 working days for you to receive your goods. We also offer Worldwide Express Service which takes up to 3-5 working days for you to receive your goods.

The total time required would be order processing time plus shipping time. A rough estimate for delivering to any major city in the world would be as below:

Stock Orders with Air Parcel Shipment: ~ 11 to 14 working days
Stock Orders with Express Shipment: ~5 to 8 working days
Alteration or Custom-made Orders with Air Parcel Shipment: ~ 14 to 19 working days
Alteration or Custom-made Orders with Express Shipment: ~ 8 to 13 working days

NOTE: For request of urgent delivery, please specify when ordering and we might be able to shorten the lead time if condition permits.

We make every effort to keep a good stock of all the items on our site. Occasionally, a high-demand item may go out-of-stock. If we are out-of-stock of an item you ordered, we will notify you via email. You may cancel any unavailable merchandise or have a back-order entered at that time.
Yes. If for some reasons, you do not feel comfortable of creating an account at our website regardless of the obvious benefits and speedy processing for online ordering, you now have the option to place a mail order to us. Just add item(s) to your shopping cart, then checkout with the mail order option without creating an account online.
Yes, we accept custom-made order for a wide variety of merchandise.

Customer satisfaction is important to all of us. We will ship your merchandise as quickly as possible. If your order has not yet shipped, we can cancel it for you. A 5% cancellation charge will be imposed to offset the charges of online payment gateways. However, we shall not be able to process a cancellation once your order has been shipped.

Note: All special orders including custom-made and personal name imprinted items must be paid in full at time of order and may NOT be cancelled once we have ordered your merchandise.

Our ordering system immediately emails you a copy of your latest order once you've placed an order through our online order form. You will also receive another email from us in about 4-5 business days to inform you of the status of your order. Please ensure that you are using your correct email account to view your email copy (i.e. the same email address you specified when filling out our online order form).
You should have received an acknowledgement approximately the status of your order in about 4-5 business days after you had placed your order. This message will inform you whether your package has been dispatched or of available options in the rare event that your order cannot be processed. Please ensure that you are using the correct email account to view our acknowledgement email directed to you (i.e. the same email address you specified when filling out our online order form).
We usually need 4-5 working days to process your order before it is shipped out. Once it's shipped, it will take another 7-10 working days for your package to arrive at its shipping address. Packages on express deliveries will take about 3-4 working days in shipping time to reach the recipient. In the rare event that the recipient faces unexpected delays in receiving our products, this could be due to a customs holdup. These holdups are usually temporary before the goods are re-released to the recipient. The holdups are part of random checks conducted by customs staff to ensure that packages originating from overseas do not contain harmful ammunitions or chemical products. Please allow a grace waiting period of about 1 week if there happen to be cases of such unusual delays. After which, you can always contact us again for help.

Although we offer 3 types of delivery methods, we would suggest delivery by UPS or 10-Day Registered Parcel to avoid disappointments. (See Shipping Information) In an effort to further your shopping experience with us, Vochinese.com has decided to protect customers on any loss of packages sent to you via UPS or Registered Post. For registered postings, simply wait 3 months, so we can determine and confirm that the package has been lost, and we will reimburse you a full store credit up to the value of the product that you chose. For UPS deliveries, it may take up to 1 month to claim for reimbursements. We remain as always 100% dedicated to customer service.

For those who selected 'unregistered' postings as a choice of delivery, Vochinese.com CANNOT be held accountable for loss of packages caused by your local postal systems.



Payment Information
Our website accepts most forms of US based payments. We accept credit cards, Paypal.

We accept Visa, MasterCard, American Express.

Our online real-time payment gateway is provided by Paypal, who is one of the leading online payment processing companies in the world. The transactions take place in a secure environment (SSL), and we are not informed of any of the card details. We only receive an ok/not ok message from Paypal, indicating the final result of your transaction. These are highly secure, and governed by a 24/7 anti-fraud team.

When you use Paypal features for making a payment, you will automatically get an account that you can use to later log in and review all payments made through Paypal. You will also receive a confirmation email from Paypal stating the approval of your card details and online purchase.

For further information about Paypal, please visit them at http://www.Paypal.com/.

For Paypal.com users, simply login to your account and send money to pay@linese.com. If your Paypal account is already sufficiently funded, you will not need to wait a few days for your payment to clear and order dispatch will be immediate.

*Important: We need to receive your payment within 24 hours of placing your order before we proceed to cancel your order. This is to allow your reserved stock to be made available for other customers' purchase.
We will be responsible for all export custom duty on our side.
Import custom duty is usually paid by the customer. However, by shopping at our E-shop, we will charge a 1.5% tax of the total order amount as an insurance fee for input custom duty. In the very rare case, if your package is held by customs and liable for import duty, we will be responsible for paying the import duty for you!
For customers who paid by credit card, please note that there may be very slight differences in your credit card statement with the total amount stated in your order invoice due to fluctuations in foreign exchange rates from the time your card is charged in US$ currency to the time our bank converts it into Hong Kong currency (HK$).


Shipping & Tax Information
We pride ourselves in individually hand wrapping each and every item personally and depending on the material type of good will use the appropriate protective packing material to avoid any foreseeable transit miss-handling that may occur. We use bubble-wrap, foam peanuts, thick plastic and cardboard protective packaging for packaging. We also offer personalized gift wrapping (see gift wrapping section).

Based upon our discount rates received from cooperation courier companies we will use the following price matrix: -

World-Wide Express Start Rate = US$22 per order
Each Add. Rate: US$5 per 0.5KG

World-Wide Express Cost Detail Reference Form:

Weight (Kg) Express Rates (USD$)
0-0.5           $22.00
0.51-1.0      $27.00
1.01-1.5      $32.00
1.51-2.0      $37.00
2.01-2.5      $42.00
2.51-3.0      $47.00
3.1-4.8        $52.00

Once your order has been shipped, we will provide you a tracking number, please enter this tracking number at relevant site below to track your shipment:
EMS: http://www.ems.com/
Air Parcel: http://www.usps.com/(USA); http://www.postoffice.com/(Rest of the World)
UPS: http://www.ups.com/
DHL: http://www.dhl.com/
FedEx: http://www.fedex.com

•  Note:
1. Air Parcel: En-route tracking service is not provided but delivery information only when your local post office dispatched the parcel. Please be patient as the delivery might take 10 or more working days for its arrival.
2. EMS: En-route tracking information is available once the parcel arrives at destination country.
3. UPS/DHL/FedEX: Full en-route tracking information available once we released the parcel.





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