FAQ

The carrier is distributing your package now. Please wait in patience or check with local post
offices or the carrier in the destination country.
1. Contact information of the local post office in some countries:
Country—
Contact
Russian Federation
(+7 495) 744 55 44
Mexico
(+52 55) 53 85 09 67
United Arab Emirates
(+971) 600599999
Saudi Arabia
(+966) 920001144
Italy
803160 (green line for land-line telephones)
Brazil
0800 725 0100
Ukraine
(+380 44) 235 33 81
Spain
902197197
Poland
(+4822) 548 15 06
France
0969 391 391(Chronopost); 0825 878 888(Coliposte)
Chile
600 950 2020; 562956 0303
Turkey
(+90 212) 337 10 30
America
(+1 800) 222 1811
2. Information of the carrier in the destination country, you may check the tracking number
through https://global.cainiao.com/. And then click the highlighted place to visit their official
wesite, where you will be able to find their contact information.
You may also concern on following questions:
I have not received my order. What can I do?
How do I open dispute?
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You may be charged customs duties and taxes for something you bought on Hmong
Artisans because:
• Duties and taxes are typically not included in the price of the item, and might not be
included in the overall shipping costs you pay to the seller.
• When shopping on Hmong Artisans, you may be buying from overseas sellers. That’s why
sometimes you will be asked to pay customs duty.
The taxes may depend on where your order was sent from, the type of items you bought,
their value and the weight of the package. Different countries may have different tax policies
regarding specific products. It’s always best to confirm this with the seller or your local
customs authority.
You are responsible to clear VAT on all purchases made on Hmong Artisans. This can be
done through the VAT clearance procedure of your local customs authority in your country of
residence.
Please note: Customs duties and taxes are never covered by Hmong Artisans.
To avoid any unforeseen surprises, please pay attention to the following:
• Ask the seller if you need to pay any additional import duties, taxes or other customsrelated charges.
• Contact your local post or customs office to find out more about your country’s customs
duties and taxes.
• Import duties, taxed or other customs-related charges are normally collected by the
shipping company upon delivery.
• Sellers are not responsible for delays caused by the customs department in your country.
• Additional costs or delays may occur during international trade.
• Some sellers offer domestic delivery. This means that they will send your order from a
warehouse in your country. In this case, you won’t be asked to pay for any additional
customs duties and taxes.
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Please take easy that the fund is guaranteed as Hmong Artisans knows how important your
money is and we make sure that the refund is handled accordingly.
Usually, it takes 3-20 business days, varying with different banks, for buyers to receive the
refund after the refund is successfully processed by Hmong Artisans.
You may check the order details to confirm whether the refund has been successfully
processed, please feel free to contact your bank (please provide the ARN to your bank if
there is) to follow up the Refund status.

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1. Check if keyboard’s “Caps Lock” light is on as your password is case sensitive
2. Ensure you don’t enter blank spaces before and after your password
3. If you forget you Hmong Artisans r password, please click here to retrieve it
4. If your account was registered on Alibaba, click here to reset the password
Tips: If you do not know where did you register the account, try to reset on both sides.

To change your register email address, please follow the below steps:
1. Sign in your account;
2. Click here to Change Email Address;
3. Choose “Email Verification”, then click on “Click here to receive verification
code” to receive a verification code in your current registered email;
4. Enter the verification code you received;
5. On the next page, enter your new email address, and also click on “Click here
to receive verification code” to receive a verification code in your new email;
6. Enter the verification code and click on “Submit”.

Scenario 1: Account name or password is incorrect.
Solution: Check whether the account id/email address/password you have entered is
correct. If you have forgot password, please recover the password and try login
again.
For more information about retrieve password, please click: I have forgot the password, how
do I retrieve password of my account?
Scenario 2: Verification is required because an unusual activity is detected.
Solution: Please sign in from your PC (computer) and click “REGAIN ACCESS” as below to
verify your cellphone number. After successful verification, your account will be available
again.
Scenario 3: SNS(Social Network System) account login problem, including Google, Facebook,
Twitter, Pinterest, Instagram, VK, OK.
Solution: Please sign in directly with your thirdparty account and
password.
• For Instagram accounts:By clicking the Instagram sign, you will see a notice page showing
the actions you may take in order to sign in your original account.
•
• Note:1. If you are new to Hmong Artisans please note that Instagram is no longer available
as a login access. Please kindly select other login methods.
2. If you used to sign in your account via Instagram and had an email set up for it, please exit
this page and log in with that email. Select “Forgot password” to create a password for your
account if you did not set a password. Then you will be able to sign in your original account
by email address moving forward.
3. If you used to sign in your account via Instagram but never set up an email for it, please
tap “REGISTER BY EMAIL” button to “CREATE ACCOUNT” with a new (non-existent) email
and “CONNECT WITH INSTAGRAM ACCOUNT” (your original account). After that, you will be
able to sign in your original account by using this email address and password you just
created. (Refer to the screenshots showed below)
•
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After you’ve opened a dispute, the seller will be notified and need to reply to your request in 5
days. Please check My Hmong Artisans > Refund & Disputes, click View details for
updates/detail information of the dispute.
– If the seller agrees with your request of Refund Only or if he/she doesn’t reply within 5 days,
dispute will be closed automatically, and you will get your refund in 3-20 working days (When
will I receive my refund?).
– If the seller agrees with your request of Return Goods, you will be asked to return goods and
submit tracking information in the system within 10 days.
– If the seller doesn’t agree with your request, you can click Edit to Update Proposal or wait
for us to automatically escalate your dispute after 5 days. In this case we will help you look
into the matter and try to find a suitable solution.
– If you are not satisfied with the offered solution or asked to provide more evidence, please
click Edit to Update Proposal, click Upload Evidence to provide new evidence to support your
request.
For some disputes which no need seller to reply, Hmong Artisans dispute team will step in
directly and offer solutions for you, please pay attention to updates of the dispute, and
respond in time

All orders placed on Hmong Artisans are protected by a standard set of guarantees, also
known as Buyer Protection.
Buyer protection starts from the moment you have paid for your order. The Buyer Protection
period will be displayed in the form of a countdown clock on My Orders page. Once you have
confirmed receiving your order, you will have 15 days to apply for a refund.
Please click View Detail to enter into the Order Detail page, the deadline of Buyer Protection
period is also shown here.
If you would like to extend the Protection period, please submit a Purchase Protection
Extension Request by the button click here on the Order Detail page.
Please click here to learn more about buyer Protection Program.

1. What is Hmong Artisans Free Return Service?
With Hmong Artisans ‘Free Return’ service, you get an extra 15 days (on top of the on-time
delivery date) to decide if you want to keep or return the item for any reason. It is totally free.
If the seller offers Free Return, it will be clearly marked on the item details page as follows:
2. How do I find Free Return item(s)?
While searching for products on Hmong Artisans, we support the function of filtering
products that support Free Return only as follows:
• 3. How to use Free Return Service?
• Currently we have 2 supplier to provide free return service. You can check the service
provider for your order according to the dispute page.

How to judge your free return service supplier?
• The old service supplier provides free return service for customer from following 16
countries:
RU/US/ES/FR/BR/NL/IL/UK/DE/IT/CA/AU/AE/SA/KR/PL
• Click to check ‘How to use free return service(old service provider)?’
• The new service supplier provides free return service for customer from following 24
countries:
RU/US/ES/FR/BR/NL/IL/UK/DE/IT/CA/AU/BE/PT/MX/UA/CZ/CH/CL/JP/AE/SA/KR/PL
• Click to check ‘How to use free return service(new service provider)?’
• 4. FAQs
Q1. What does ‘Free Return’ mean?
A1. It means that you could return the item within 15 days after receiving the item by free.
Q2. Who pays for the return shipping costs?
A2. It is totally free for you to return the parcel under Free Return service. However please
kindly note that you are able to only enjoy one-time free local return for one order. If you
initiate multiple return requests under an order, you could only enjoy the free local return
service once, and other return requests can still enjoy local return service but you will have to
cover the return shipping costs to the designated local return address. Therefore, please
consider returning jointly the products to avoid paying that additional shipping cost.
Q3. As long as I return the goods, I could get full refund. Am I correct？
A3. If opening dispute as no-reason return, you have responsibility to keep the item in perfect
condition and in its original packaging, which mean not affect the secondary sales of the
product. For example, if you return an empty package back to the warehouse, we may 0
refund you; if you return 8 items back to the warehouse while ordering 10 in total, we may
partially refund you.
Q4. How long will it take for me to get the refund?
A4. Refund will be given once we have received your package and confirmed that the
conditions for reimbursement have been met. The sooner you return the item(s), the sooner
you will get your refund!
Q5. Can I make an exchange instead of a return?
A5. We’re sorry, but item exchanges are not currently supported. However, you may place a
new order before or after receiving a refund, since the return order and the new order are
independent processes.
Q6. I have returned the goods, but I forgot to confirm return at the dispute page and my order
has been closed as 0 refund. What can I do?
A6. In the free return process, kindly note that there is no need for you to confirm return at
the dispute page, we will update the dispute status once you confirming free return process
by getting the free return code word.
In the local return process, if you forget to confirm return at the dispute page, please feel free
to contact with our Customer Service Team with the return tracking number as well as the
return label. If we confirm the parcel as delivered to the correct address, we will refund you.

If you could not pay for your order through card, please check My Appeal as below:
1. When there is appeal pending on the page, you need to submit with required
documents first;
2. In case, you have already appealed online, kindly be awaiting for 1 business days;
3. Otherwise, you could change the payment methods or ensure your card is valid and with
sufficient fund.
If there is payment errors, you may follow the suggestions as below to solve the problem:
CSC_7200011
Insufficient funds in card or account of payment.
Please top up your account for payment again or use another card/method instead.
CSC_7200015
Rejected by bank or financial institution, only from whom the detailed reason for rejection
can be confirmed.
You may contact your bank to get detailed information or use another card/method instead.
CSC_7200022, CSC_7200051, CSC_7200001
Card is not supported/Incorrect information of card
Please double check if you have input correct information of card for payment. If you got
error after double checking, please pay through another card/method instead.
CSC_7200026
Due to security reason, card verification(appeal) is required.
Please click to submit document directly.
It usually takes 1-3 working days to get a result. But during Shopping Festival, we will make it
as soon as possible.
CSC_7200034
Incomplete information of the order.
1. Check if name in the shipping address has been filled in correctly; correct & complete
information is required.
CSC_7200012
Expiry date of card is wrong or the card is expired.
Please try again with correct expiry date or contact your bank for help. Besides, you may use
another card/methods instead.
CSC_7200020
Something wrong with the card information.
Please check and input correct card information.
CSC_7200040
This card is restricted by bank.
Please confirm with bank to get resolve the problem, or use another card/methods instead.
CSC_7200006
Currency selected for this payment is not supported.
Please change to USD or other currencies to try again.
CSC_7200009
Exceeding limit of your card or bank account.
Please modify limit of your card or bank account and try again. Besides, you may use
another card/methods instead.
CSC_7200021
Wrong CVV code was entered.
Please enter correct CVV code for payment again

Card can be added when you pay for the order by ticking ‘Save this card’
To add/remove your card under your account, you can go to payment by clicking here to
manage your card.
* Kindly note password is required to remove your card. In case you do not remember
password of it, you can access here to reset password by clicking ‘forgot password

If your order is not delivered on time and the seller has confirmed shipment, you can extend
the Buyer Protection time. Please follow the below steps to send the request:
Step 1: Sign into My Orders and find your order, click View Detail to enter the order detail
page.
Step 2: Click “click here”, you will be redirected to a confirmation page:
Step 3: Fill in the extension time and click Confirm to finish the request.
Your request will be sent to the seller. If the seller agrees, the Buyer Protection time will be
extended accordingly.

You can get coupons and discounts in many different ways:
1. On the product page
Please go to the page of Store Promotion.
In the orange section you can see the discount the seller offers. During checkout, this
discount gets automatically deducted from the order total.
There are instant discount, Store promo code, Store coupon can be found. Click on the
coupon to get it and remember to use it when you place your order.Note: Store coupon can
be used with AliExpress coupon while Store promo code cannot.

• 2. In your Cart
You can get select coupons and seller coupons in your cart.
•
• 3. On sale pages
During large sales, such as our Anniversary Sale and 11.11, you will find different activities or
games to win coupons and coins (which can be exchanged to coupons). You can visit our
site or app to check the pages or follow Hmong Artisans on Facebook, Twitter, Instagram,
and VK to get updates about upcoming and ongoing activities.
If you cannot get coupon or discount, please click here to locate the reason.

When you place your order, you can use your coupon or get a discount. Here’s how:
1. Make sure you know when you can use the coupon.
Go to My Coupons to see which coupons have been added to your account.
•
• When using your coupons, please pay attention to the following:
a. The minimum spend
b. The validity period
c. The coupon rules
Tips:
-Price will not be adjusted if the order is not meet the minimum spend
-Seller coupon is only available for the goods in the selected shop
• Seller discounts are given automatically. To see how much you need to spend to get the
discount, just check the dropdown menu or ‘Get coupons’.

• 2. Place your order
Found something you want to buy? Click Buy Now or Add to cart to place your order.

• 3. Use the coupon when you confirm your order
You will then be taken to the Order Confirmation page, where you need to confirm your order
and use your coupon.

• Available discounts and coupons are shown automatically.
If you have more than one coupon which can be used on the same order, you can select the
one you want to use by clicking the droplist of ‘Store Coupons’ or ‘ Hmong Artisans Coupon’.
The order total will be updated, showing you the final price and how much you have saved.
Sometimes, it looks like no coupons are available. In this case, you can check the following:
1. Are you meeting the minimum spending requirement? If not, you could choose add more
products to your cart.
2. Is your coupon still valid? If the coupon has already expired or isn’t active yet, you can’t
use it on your order.
To find out more about AliExpress coupons and discounts, watch this video

1.How to get promo code?
Please visit our site regularly to get the released promo codes/coupon codes.
2.How to use the promo code?
After you have got the promo code/coupon code, please try to applying the promo code to
place order and get discount on the check-out page.
3.Why could not I get the code/use code?
We are sincerely sorry that:
-if the purchase does not meet the minimum spending requirements, you may not get the
discount by applying the promo code;
-if the promo code is only available for partial product or some special user, you may not get
the discount;
-since the promo code is limited offer, if it is out of stock, you may not get the discount.
-Also, if you received the error message, you may take the below reason as reference:
•
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Please Track the parcel to check the package status:
– If the package is in transit with normal logistic update:
According to our past experience, the majority of the packages will be delivered within the time
frame promised by the seller.
If your package does not arrive by the promised time (PST), please open dispute and we will help you
then. We appreciate your patience.
– If it is over promised delivery time, there is no tracking information, package is returned to
seller/hold in customs/shipped to wrong address:
You can open a dispute to apply for a refund on the 11th day after the order marked as shipped by
clicking here to find the order and open dispute, we will step in if you cannot reach an agreement
with seller in 5 days.
Kindly Reminder: By opening a dispute we could secure your payment from being released to the
seller and it would not affect the normal delivery of your parcel at the same time.
– If it is over protection time, but still not received the goods:
Since you cannot open dispute as you have not open dispute in protection time, you will need
to contact the seller for help. Also we highly suggest that, next time, you open a dispute in buyer
protection period to claim refund.

The orders on Hmong Artisans are protected by Buyer Protection. You can open dispute in the Buyer
Protection time under following status:
Have not received your order:
It is over delivered time;
There is no tracking information;
Package is ship to a wrong address.
Goods received, but seller cannot help to solve the goods issue (please contact seller first):
Goods with quality issues;
Item is not as described;
Goods is damaged in transit;
Other issues that you are not satisfied with the goods received.
2. When can I open dispute?
Generally the option to open a dispute will become available on the 11th day after seller has sent out
the goods, until to the 15th day after delivery time is over or you confirmed the receipt.
Please notice that, if the package is in transit with normal logistics update, and still in delivery time
of the order, you can open dispute only after delivery time is over (there is 15 days protection time
for you to open dispute after delivery time is out).
Please pay attention to the deadline of the delivery time (PST) on the order detail page. As the order
on the followed photo, you are allowed to open dispute in 15 days after 2020-05-24 PST if package is
in transit with normal logistics update.
3. Method to open dispute
3.1 Find the order under Orders. Tap the product to see the order details.
3.2 Tap Contact Seller to get a solution, or Open Dispute to apply for a refund.
3.3 You’ll be asked to answer a few questions about why you want to open a dispute. Please fill in
the form and submit it.

During the dispute process you can still negotiate with the seller.
If you would like to know more about dispute process, please refer to ‘What’s the dispute process
after I have opened a dispute?’
If you cannot open dispute, please refer to ‘Why can’t I open dispute?’
NOTE：
If you paid for the order by Paypal, you can open dispute both on Hmong Artisans and Paypal. But
protection time for opening dispute is different:
– On PayPal: you can open dispute on PayPal within 180 days after payment.
– On Hmong Artisans: you can only open dispute 11th day after seller has sent out the goods, until to
the 15th day after delivery time is over or you confirmed the receipt.
Please respond dispute on Paypal if it is opened on Paypal, and contact PayPal customer service if
there is any question about the dispute.

If you find your order has been closed after payment, it is most likely caused by the following
reasons:
1. Seller send goods timeout
The seller failed to ship your order within Processing Time.
For remaining days of processing time, please refer to the countdown on your order detail
page.
Refund: you will receive refund within 20 working days
For more detail about refund, please refer to: When will I receive my refund?
2. Order cancellation
The seller has agreed on your cancellation request.
You can submit order cancellation request before the seller ships your order, if the seller
does not respond in 48 hours, the order will be automatically closed.
Refund: you will receive refund within 20 working days
3. Security reason:
In order to ensure the safety of your payment, Hmong Artisans will execute a verification
process for every order. Some orders may be closed due to potential security reasons,
including but not limited to:
Scenario A: Coupon/discount has been used already by the same user. Please exclude
coupon/discount for ordering again.
Scenario B: Incomplete information of order. Please input complete name information for
ordering again.
Refund: you will receive refund within 20 working days, but some banks would hold this
payment in this situation, you are advised to contact the bank.
You are always able to check the closed reason in your Hmong Artisans account: [My Orders]
page and click [View Detail]:
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Please check the goods clearly after you have received it.
1. If you are not satisfied with the product you received, please contact your seller to agree
on a solution.
Please click Contact Seller on the order list page and send message to seller, you would
better to provide photo of the goods, or testing video to seller in order that he/she can
confirm goods issue and offer solution to you.
And, please check the messages between you and seller on the page Message
Center – Chats.
2. If that doesn’t help, you can apply for a refund by opening a dispute before the Buyer
Protection has ended. Please click here to learn more for how to open dispute.
3. If the order with Free Return service, you could ask for free return in local within 15 days
after receipt. Please click here to learn more for Free Return service.
4. If the order with one year Commercial Warranty Service, please submit a warranty service
request after the Buyer Protection has ended. Please click here to learn more for Commercial
Warranty Service.

1. Sign in all your accounts to search this order on order list.
2. Still cannot find it. Try below steps:
3. Click here to locate right account with your order.
4. You will get login ID and some information of right email.
5. Try to sign in with that login ID.
6. You can reset password via “forgot password”.
7. Email issue, please “change email address”.
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The method of the refund relies on the method of the payment. For instance, if you used
credit card to pay, the refund will be processed to the same card with which the payment
was made.
Generally, the refund will be received in 3-20 business days. Please click the right
Payment/Refund method for detail information about the refund.
• For following method of payment, please refer to the Original Account of the Payment:
Debit/Credit Card(Visa/Master/Maestro/Amex/Carte Blue/JCB/Diners
Club/Discover/MIR/Hiper/ELO/TROY)
PPRO(Ideal/Giropay/PayU/Przelewy24/Sofort Banking/bancontact)
Mercado Pago(OXXO/7 Eleven/Telecomm/BBVA Bancomer/citibanamex/Santander)
SMS(MTC/MegaFon/Beeline/TELE2)
Webmoney
Yandex.Money
Doku
QIWI
Mpesa
PayPal
Oney Installment(For French user only)
OTC_PIX
Klarna
Ebanx/Boleto
TEF
For following method of payment, please refer to Hmong Artisans Account
Cash Payment(Euroset/Syvaony/Russian Post)
Wire Transfer/Bank Transfer/TT
BTG Boleto
Western Union
Please check Coupon for COD(available to Saudi Arabian buyers only)
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1. Unpaid order
You can cancel directly by clicking ‘Cancel Order’ button on order detail page.
•
• 2. Paid order
You can cancel your order with seller’s approval. Cancellation process:
① Click ‘Request Order Cancellation’. Select a reason for cancellation
② Wait confirmation from seller. If seller did not respond within 48 hours, order will be
cancelled automatically.
③ Refund will be processed to your bank/card account within 3-20 business days
•
• Notes:
1. Order cannot be cancelled when order status is ‘Payment being verified’ or ‘Payment
processing’. You can try to cancel the order after order status update.
2. Seller may not reply immediately due to high order volume (such as 11.11 Sales). Your
patience on this will be appreciated.
3. If seller have sent goods out, but you haven’t received your order after delivery time is out,
or you are not satisfied with the product you received, please get in touch with the seller first
to try to come to a solution. If that doesn’t work, you can apply for a refund by opening a
dispute before the Buyer Protection has ended.
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Visit “My Orders”-Find the order-Click “Track Order” /”Click here to view more”.
You can also visit Cainiao and 17track for more tracking information.
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1, How to return goods in dispute?
If you have opened dispute, and it is waiting for you to return goods, please return goods
in 10 days (various based on different countries, please check information on the Dispute
Detail page): (Please click here if order with Free Return Service)
Step 1: Please pack the goods with original package to make sure that it won’t be damaged
in transit;
Step 2: Check the return address on Dispute Detail page;
Step 3: Mail the goods with a traceable logistics;
Step 4: Submit tracking number and logistics information in the system.

2, How to return goods without dispute?
If you cannot open dispute and would like to return goods back for refund/resend/repair
(opening dispute is recommended):
Step 1: Please contact seller to reach an agreement, and get the return address from seller;
Step 2: pack the goods with original package to make sure that it won’t be damaged in
transit;
Step 3: Mail the goods with a traceable logistics;
Step 4: Send tracking number and logistics information to seller for tracking.
3, When will I get the refund after goods is returned?
With dispute: Seller will confirm receipt in 30 days after tracking information is submitted in
system, then refund will be returned to your account (in 3-20 working days). If goods is not
delivered to seller, Hmong Artisans dispute team will step in again, so please pay attention
to the update of return process.
Without dispute: Please keep in touch with seller, provide your account and suggest seller to
issue the refund to you after goods is delivered.
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Please click “Contact” button on any page to start conversation with seller:
Product page:
Order list page:
Order detail page:
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