FAQ
Hi—how can we help?
If you don’t see your question below, feel free to email us at support@gysopearlofficial.com To help us assist you faster, please include your order number and a short description of the issue.
Online Ordering
Can I change or cancel my order?
We begin processing orders soon after purchase, so we may not always be able to edit or cancel an order. Please email support@gysopearlofficial.com as quickly as possible with your order number—we’ll check what can be done.
I ordered but didn’t receive a confirmation email—what now?
Please check your spam/junk folder first. If you still can’t find it, contact support@gysopearlofficial.com and we’ll confirm whether your order went through.
Do I have to create an account to place an order?
No. You can place an order as a guest. An account is optional, but it makes it easier to view past orders and save shipping details for next time.
What payment methods do you accept?
We accept the payment options shown at checkout (including major credit/debit cards and other local methods where available).
Do you provide promo/discount codes?
From time to time, yes. Please note:
- Usually one code per order unless the promotion states otherwise
- Promo codes generally can’t be added after checkout
- Some items may be excluded depending on the promotion terms
Shipping & Delivery
How long does shipping take?
Orders are usually prepared within 1–3 business days (excluding weekends and public holidays). Delivery time depends on your location and the shipping method selected at checkout.
How do I track my order?
Once shipped, you’ll receive an email with tracking details (when available). Please allow 24–48 hours for the tracking page to update after dispatch.
Do you ship internationally?
Yes, we ship to many destinations. If your country/region isn’t available at checkout, email support@gysopearlofficial.com and we’ll try to help.
Will I need to pay customs duties or taxes?
For international orders, duties/taxes may be charged by your local customs authority. These fees are not included in your order total and are the customer’s responsibility.
My order is taking longer than expected—what should I do?
Occasional delays can occur due to carrier operations, weather, peak seasons, or customs clearance. If your tracking hasn’t updated for an extended period, email support@gysopearlofficial.com with your order number and tracking information.
Tracking shows “delivered” but I didn’t receive it—what can I do?
Please check:
- Your mailbox/parcel locker and surrounding delivery area
- With family/housemates or neighbors
- Building reception/management (if applicable)
If you still can’t locate it, contact the carrier to report a missing package. You can also email support@gysopearlofficial.com —we’ll assist where possible.
Returns & Refunds
What is your return policy?
Eligible items can be returned within 30 days of delivery if they are unused, unopened, and in the original packaging. For full terms and exceptions, please see our Return & Refund Policy.
Can I return something that’s been opened or used?
In most cases, no. For hygiene and safety reasons, we cannot accept returns of opened or used items.
What if I receive the wrong item, or it arrives damaged/defective?
Please contact support@gysopearlofficial.com within 7 days of delivery and include:
- Your order number
- Clear photos of the item and outer packaging
We’ll review and provide a resolution as quickly as possible.
When will I get my refund?
After we receive and approve your return, we’ll issue the refund to the original payment method. Please allow 5–10 business days for the refund to appear, depending on your bank/payment provider.
Home Products & Care
Are your products safe for everyday home use?
Yes—when used as intended. Please read the product page and any included instructions before use. If you have allergies or sensitivities, we recommend checking the materials list before ordering.
What are your products made of?
Materials vary by item (e.g., fabric, plastic, metal, glass, wood, ceramic). Each product page includes materials and key specifications. If you need confirmation, send the product name or link to support@gysopearlofficial.com
Is it normal to notice an odor when opening the package?
Some items may have a light “new product” smell (common with sealed packaging, fabric, foam, rubber, or plastic). This typically fades after airing out for 24–72 hours in a ventilated space.
How should I clean and maintain items?
Care varies by product, but general guidance:
- Wipe with a soft cloth for daily cleaning
- Avoid abrasive tools and strong chemicals unless stated on the product page
- Keep away from high heat/direct sunlight when applicable
Always follow the care instructions provided with the item.
Will color and size match exactly what I see online?
We aim for accurate photos and measurements, but:
- Color may vary slightly due to lighting and screen settings
- Small size differences may occur due to manual measurement
If you need an exact fit, please double-check the listed dimensions before purchasing.
Do items come with assembly instructions?
If assembly is required, instructions are typically included in the package or noted on the product listing. If anything is missing, contact support@gysopearlofficial.com
Account & Support
How do I reach customer support?
Email: support@gysopearlofficial.com
How soon will I receive a reply?
We typically respond within 1–2 business days, depending on enquiry volume and business hours.
Contact Information
gysopearl
Unit C, 17/Floor., Gemstar Tower, 23 Man Lok Street, Hunghom, Kowloon, Hong Kong
Email: support@gysopearlofficial.com