How do I place an order on your website?

Simply enter your shipping address, payment method, and delivery details to complete your order. Once confirmed, your order will be carefully prepared, and you'll receive updates at every step.

Do I need an account to place an order?

No account is required; just an email address to place and track your orders. However, setting up a CHINANIO account allows faster checkout and access to your wishlist and order updates.

Can I place an order over the phone?

Yes, our Customer Service advisors are available to assist you with phone orders.

Can I cancel or change my order?

You can cancel or change your order anytime before you receive the dispatch email. Once the order has been shipped, you can only initiate a return, as we are unable to intercept shipments in transit.

Are CHINANIO items authentic?
All our products are sourced from reputable fashion brands and boutiques, ensuring authenticity.

How are orders packaged?

Orders are carefully prepared in protective CHINANIO packaging, including any branded boxes or dust bags from the designer.

What is a pre-order?

A pre-order style is a product that is currently unavailable in our warehouse but can be purchased in advance. Once the stock arrives at our warehouse, we will dispatch your order. The estimated arrival time is displayed above the product description. This is an estimate and may be subject to change in case of delivery delays. If your order contains both pre-order and in-stock items, we will ship the available items immediately and send the pre-order items once they arrive at our warehouse. If you wish to cancel your pre-order before it ships, please contact us.

Are pre-order items refundable?

All pre-order items are refundable in accordance with our returns policy.

How much will I be charged for delivery?

We offer free global delivery for orders over $99 USD. If your order total reaches $99, shipping will be free. For orders less than $99, a shipping fee will apply based on your delivery address. The exact shipping fee will be calculated and displayed at checkout based on the actual amount you pay.

Do I need to pay duties and taxes?

All duties and taxes are included in the price of the items, so you don’t need to pay anything extra. The total amount at checkout includes all fees. If you receive a package and the carrier requests additional taxes or duties, you have the right to refuse the package and contact us for a refund.

When will I receive my item, and how can I track delivery?

• In-stock orders: We ship within 2 business days, and delivery takes 3-6 business days.

• Orders with both in-stock and pre-order items: We will ship the in-stock items first, and once the pre-order items arrive at our warehouse, we will immediately dispatch them.

I've forgotten my password, what should I do?

Use the "Forgot your password" link on our Sign-In page, enter your email, and follow the instructions to reset your password.

How do I receive CHINANIO email updates?

Enter your email at the bottom of our homepage to receive updates on new arrivals, trends, and promotions. You can manage your preferences in your account.

What should I do if I received the wrong product?

Our Customer Happiness Team is here to help! Please contact us with your order number, the details of the incorrect items you received, and the items you were supposed to receive. We will amend this for you as soon as possible.

Why was my order returned to sender by the carrier?

If your order is returned to our warehouse for any of the following reasons:

• The carrier is unable to deliver due to an invalid address.

• The package was not picked up from the post office after a failed delivery attempt.

• The carrier cannot contact the receiver for re-delivery (DHL).

• The receiver did not contact the carrier for re-delivery (USPS).

• The package was refused by the sender.

• Duties and taxes were refused to be paid.

Unfortunately, couriers do not prioritize return-to-sender parcels, and we are unable to intercept them during delivery. This means it may take up to 4 months to return to our warehouse.

If your order is returned, we offer the following options:

• Store credit.

• A replacement of the order if items are available.

To process a refund, the parcel must first be received by our warehouse. We cannot process a refund until the order is received.

Can I return my order?

We support a 7-day no-reason return or exchange policy from the day you receive your order. You can choose a refund or store credit. Please contact us within the return/exchange timeframe to initiate the process.

Why was my order marked as out of stock when I placed it, even though it was available at checkout?

There are several reasons this might happen:

1.Pre-order items: If you bought a pre-order item, it may have had limited reservations, leading to a cancellation of the restocking plan, which is a rare occurrence.

2.Inventory errors: As a designer brand platform with a large selection of products, stock levels change rapidly, and some products may have had incorrect inventory settings, causing them to be listed as available when they were actually out of stock. In such cases, we will contact you within 24 hours of placing your order to offer you a refund or exchange, along with a coupon as compensation.

I did not receive an order confirmation email. What should I do?

If you haven’t received your order confirmation email, please check your spam folder. If CHINANIO emails have been marked as spam, please update CHINANIO as a 'safe' sender to prevent this in the future.

You can also sign in or create an account here to view your order history, tracking details, and more. If you cannot locate your order confirmation or order history, please contact us.