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Common Problem

Q: When I log in to AAKMALL, I can't always link. What is going on?

A: Please refresh it first; or check whether the network is normal and whether you can log in to other websites. If the above two methods are not effective, there is another situation where the web page is being updated, which may affect your browsing. I hope you can understand.

Q: The product is sold out on the website. When will it be available?

A: Usually, the replenishment time is 7-15 working days. The specific information is subject to the website information.

Q: What are the specifications of such products? What about performance?

A: For specific product specifications and performance issues, please pay attention to the product page information, you can also contact the website customer service consultation, or post a product consultation at the bottom of the product page, and a professional will answer your questions!

Q: How do I cancel my order?

A: You can enter the personal center-my order; cancel the order by yourself or call the customer service center to cancel the order for you; if the order has entered the distribution link, it is not guaranteed to be successfully intercepted. When the door is delivered, please reject it. Thank you Cooperation.

Q: Is there any use for my points?

A: You can use points to AAMKALL's "Point Mall" channel for free redemption or points + cash to purchase special exclusive goods.

 

Payment FAQs >>

Q: If I choose bank transfer, do I need to pay attention?

A: If you choose bank transfer, please be sure to indicate your order number in the purpose column of the remittance slip. The payment time is generally 1-5 working days after the remittance. After receiving the payment, we will Confirm the shipment as soon as possible. Orders that have not been paid within 9 days will be cancelled and you need to place an order again. After remittance, enter the My Order Information page and fill in the transfer information. As shown below:缺图

Q: I paid online, why does the order show that the payment is not received?

A: Please check your online banking transaction records first (you can contact the bank customer service by phone, or inquire through ATM, bank counter, login personal online banking, etc.) to confirm whether the payment has been successfully transferred:

If the payment is not successfully transferred, please find the order in "Personal Center; My Order" and repay it.

If the payment has been successfully transferred, please contact AAKMALL customer service

Q: Why can't I choose cash on delivery for my order?

A: The following situations do not support cash on delivery: (1) Some products belong to third-party sellers, and cash on delivery is not supported;(2) Your area is not within the scope of cash on delivery

 

Shipping FAQs >>

Q: The order has been submitted successfully. When can you ship it?

A: After the order is successfully submitted, we will ship as soon as possible. For detailed progress inquiry, you can enter the personal center; my order; click See details; Shipping status; you can view the order progress in real time.

Q: What should I do if the product packaging is damaged when I sign?

A: If the package is damaged when you sign for the goods, please reject it directly; if the goods have problems after you sign for the goods, please submit an application for return and exchange in Personal Center-My Order, and a professional after-sales staff will solve it for you.

Q: How is the delivery fee charged?

A: We will charge according to the distance from the customer to our warehouse and the size of the package. Please see our shipping fee table for specific charges.

Q: Can you provide the phone number of the delivery person?

A: When the order status shows "In delivery", AAMKALL self-delivery will update the delivery personnel number in the system; in My Order---See details---Shipping status-Check the deliveryman's phone.

Q: The order has been cancelled. I still want you. Can you deliver it again?

A: Sorry, once the order is canceled, it cannot be recovered. It is recommended that you re-purchase

Q: Why does the system prompt that the liquid cannot be delivered when I submit an order?

A: Due to the consideration of transportation safety, restrictions on the police department and security inspections make it impossible to distribute liquid products. It is recommended that you choose another method to purchase.

 

Return FAQ >>

Q: How do I handle return and exchange?

A: AAKMALL provides a self-service application for return and exchange. After logging in, you can enter the personal center; my order; click Refund; As shown below:缺图

Q: I submitted an application for return and exchange and I want to cancel it. What should I do?

A: You can go to Personal Center; Refund / Return / Repair; Operate; click the Cancel button.

Q: Under what circumstances Refund / Return / Repair , I need to pay for shipping?

A: Due to product quality problems, AAKMALL provides you with free on-site pickup or replacement services; however, for non-commodity quality issues initiated by the customer, the customer will bear the return shipping costs!

 

Refund FAQs >>

Q: How long can I receive a refund after the order is successfully cancelled?

A: The refund cycle is different for each type of order.

Q: Where will the money be refunded for the gift card payment?

A: If you choose to pay for a gift card, the product will be cancelled, returned or exchanged. The money can only be returned to your AAKMALL account.

 

Invoice FAQs >>

Q: The order was delivered but there is no invoice. What should I do?

Please apply for invoicing within one month after the order is shipped, and contact our customer service staff to apply. After receiving your application, we will send it by ordinary mail.

 

Account FAQs >>

Q: How can I enhance the security of my account?

A: You can log in to the Personal Center, Account security, bind the account mobile phone number, verify the email and change the account password in time (high-strength password suggestion: 3 arbitrary combinations (letters, numbers, punctuation)) to improve the security performance of your account.

Q: How to bind?

A: 1. Verify Email: Login to Personal Center; Account security; Edit profile; Basic Information, Verify email; Improve personal information

2. Binding mobile phone: login Personal Center; Account security; mobile phone binding; bind mobile phone number.