FAQ

Topics:
Payment
Order
Shipping
Sizing
Other Questions

Payment

1. What currency will I ultimately have to pay with?
   The currency for payment for Paypal will be Hong Kong Dollars (HKD). The currency for Local Bank Transfer & Western Union will be Australian Dollars (AUD).
   
   
2. What is the exchange rate?
   The exchange rate is depending on the method of payment. Please contact PayPal for details.
   *The price of our product page in your assigned currency is for your reference only. The reference exchange rate may be different to the exchange rate for payment.
   
   
3. If my ordered item is out of stock, what will be happened to my payment?
   We shall make a refund of the merchandise cost or change the order by your request. Please do not worry. If all the items in your order are shortage, your order will be cancelled and full price will be refunded.
   
   
4. Do you have charge for Paypal transcation fee?
   No. We do not charge any extra transcation fee, what you see for the item price is what you pay.
   
   
5. When do I need to pay the final balance for the Secret Shop Shoes reservation?
   You will receive the invoice about half month before the shoes release, must paid the balance within 1 month. Otherwise, the order will be cancel and the deposit will not refund.
   
   

Order

1. Why do I need to give out my address and phone number?
   We will need your name, address and phone number for arranging delivery of your order. Phone number is strongely recommend to fill in when placing order, as local courier service in some countries may refuse to deliver the parcel without phone number filled in.
   
   
2. Why do you need my body size?
   As each of the items are made in different size, we will need your body size to check out if the item is suitable for you. In some case, we could give you suggestion about sizing. For the custom made items, we will also need your correct size for the manufacturer adjust the fitting.
   
   
3. I cannot find the previous items now.
   - The item may be out of stock. If the stock is avaliable, it will be displayed again.
   - The period of sale may be over. There will be no restock. Please understand beforehand.
   
   
4. What items are sold at QutieLand?
   We carry Lolita goods (shoes, dresses, bags, accesorries), Japan fashion goods (bags, accessories, shoes). Besides them, Cosplay items are also available. Moreover, in our - J Traditional - section, you can find the Japanese traditional outfit.
   
   
5. Can I change or cancel my order?
   We are very sorry, but once your order was confirmed, you can neither change nor cancel your order.
   
   
6. Do you accept group order?
   Yes, we do accept group order, please email us for further information.
   
   

Shipping

1. Do you own the goods & ship to me?
   No. We do not own any good. According to the time and cost comsumption, all the items will ship out directly from the manfacturer in China.
   
   
2. Can you do combine shipping from different brands?
   Yes. We can do combine shipping from different brands in our shop. In some case, a little amount of hadling charge may apply in some brands.
   
   
3. Do you charge for China domestic shipping fee?
   No. We do not charge any domestic shipping fee.
   
   
4. Can QutieLand ship merchandise by surface mail or airmail?
   We do not use surface mail or airmail.
   We only ship by Express Mail Service (EMS) or other trackable courier service.
   
   
5. Can I specify a date and time of shipping?
   Since we use international mail service, we cannot accept any special request on shipping, including dates and times. Please also note that we cannot arrange to contact you before the delivery via telephone or any kind of method. Please contact your nearest post office for arranging the date of delivery.
   
   
6. Why do you need to phone number for shipping?
   According to some of the local post office policy, they may refuse to deliver your parcel without the valid contact phone number. To obtain a smooth shipping process, we will need your phone number when you place the order.
   
   
7. I have not received my order yet.
   If you receive the Shipping Advice but the parcel has not arrive yet, you may track the status from the EMS website.
   China: http://www.ems.com.cn/english-main.jsp
   
   You may also try tracking from your local EMS website:
   USA: http://www.usps.com
   Canada: http://www.canadapost.ca
   Australia: http://ice.auspost.com.au
   UK: http://www.parcelforce.com/portal/pw/
   Italy: http://www.poste.it/online/dovequando/controller?action=start&subaction=ems
   Finland: http://www.posti.fi/english/thepostsservices/itemtracking/index.html
   Spain: http://www.correos.es/dinamic/plantillas/home1.asp
   
   For other courier service:
   TNT: www.tnt.com.cn
   DHL: www.dhl.com.cn
   
   For further questions about delivery, please contact your local post office.
   
   
8. Will you mark down the price on my parcel?
   Yes, all the items price on the parcels which is send out by our shipping centre will mark down automatically. If you do not have any special requirement on the mark down price, the shipping centre will mark them according to their experience depending on the size of parcel.
   
   

Sizing

1. How do I measure myself?
   Bust: With a measuring tape, wrap the tape around the fullest part of your bust, then drop your arms to your sides to measure.
   Lower Bust: With a measuring tape, wrap the tape around the smallest part of your bust , then drop your arms to your sides to measure. It is located around your chest bone.
   Waist: Measure around the narrowest part of your natural waistline, keeping the tape comfortably loose. It is located about 3-4cm above your belly button.
   Low Waist: Wrap tape measure about 3-5cm below your natural waistline. It is located around or under your belly button which is your fullest part of your tummy above your hip bone.
   Hips: Stand with your heels together, and measure around the fullest part of your hips.
   
   
2. Do you sell larger sizes?
   The largest size for most of the garments are L or XL, however, some of the items in our shop will accept custom make commission, that means the size could be custom according to your requirement. Please see the details in our shop catalog.