FREQUENTLY ASKED QUESTIONS
We’re always here to help you out, so we’ve put together some of the most frequently asked questions to help you out. Click on a question below to see the answer.
Do I need to create an online account to place my order?
We’ve made it easy to place an order at favorpop.com, you don’t have to create an account to place an order.
Can I change my order ?
Unfortunately not, however, if you no longer want your order, you can return it to us to receive a refund.
Can I pre-order an out of stock item?
Unfortunately not. We know how frustrating it is to not be able to get hold of an item once you’ve decided you want it, but unfortunately if everyone else wants it too we can sell out of it very quickly! To try and keep our online store as fresh and exciting as possible we do add new items each week, so you may well find something very similar!
What happens if the product I’ve ordered isn’t in stock?
If this has happened with your order, we’re sorry, we will contact you by email to let you know your options and find out what you would like to do.
I haven’t received an email confirmation for my order.
Although it upsets us to think that your account might consider our emails as junk, sometimes they can end up going into your junk folder, have a look to see if we’re hiding in there and add us to your safe senders list to stop this from happening again. It’s also worth checking the “Order History” on your account. If you do have an order number, check that your email address is correct. If, however, there is no recent order listed it means that your order has not been successful and you will need to try again.
Will I get an order confirmation?
Once you’ve placed your order our system will send you a confirmation email containing all the details of your order.
My Promotional/Discount code did not work – what do I do?
It’s all rather easy to pay with a promo code but if you’re having difficulties, contact our customer service team and we’ll sort it out for you.
Which countries do you deliver to?
Lots! We deliver to most countries around the world.You can contact us to check if we could delivery to your area before placing an order.
My parcel is missing – what do I do?
If you have yet to receive your parcel, we’re sorry. Check with your neighbours first to see if they’ve signed for your parcel. If you’re still not able to locate your parcel, don’t worry, contact us on customer services and we’ll help you.
Can you deliver to a different address than my billing address?
Yes, but remember your billing address must match the address that your payment card is registered to.
How can I track my order?
We’ll send you an email with all the information you need to track your order, so keep a look out for it!
How much import duty and tax will I have to pay?
Please understand that usually we declare our products a low value to avoid charing our customers tax.
How do I return an item?
We try to make sure that you are happy with all of the products we send to you, but if you ever do need to send anything back to us, please check our Returns Policy.
When will I receive my refund?
Depending on how fast your postman is, it can take up to 10 days for your returned parcel to reach us. Once we have received your parcel we will refund your order as quickly as we can. Payment will be refunded within 48 hours after we receiving your parcel, most cases this will be sooner. (Please note that refund times are dictated by your card issuer and are outside our control)
Received a wrong or faulty item?
If this has happened with your order, we’re sorry, please contact us by email and we will let you know your options.
I have been refunded the wrong amount
We’re sorry that you’ve been refunded the wrong amount. Contact customer service here with your order number and details and we will be happy to look into this as quickly as possible.
Do you exchange returns?
Currently we are not able to offer an exchange through the website but once your return is received your refund will automatically be processed. If you wish to receive another item, simply place a new order.
What if my return item gets lost on the way to you?
Please understand that we are not responsible for the lost return package, you only get your refund after we receiving the parcel.
When is customer services open?
Monday – Friday, 8:30am to 5:30pm China time and Saturdays morning. We’re closed on Sundays and national holidays.