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Account

How to delete my card information?

   Hi, if you saved card info when you purchased, you may kindly find and delete it via "My Payment Options".

How do I change details of my account?

   Hi, you can edit or change the details of your account via "My Account".

   Note: Registered email address can not be changed now, you can contact us to delete wrong account.

How to edit or reset my password?

   Hi, you can edit or reset password via clicking "Account Security" button in "My Account".

   Note: For Google or Facebook related accounts, bluelans does not support password modify, please change these account passwords directly.

Where can I find coupons that I get?

   Hi, if you have coupons, you can check them by visiting "My Coupons" in your bluelans account.

   Note: For popping up coupons, you need to "Collect" them first, then you can have these coupons.

 

Delivery

How to change or modify billing address?

   bluelans ships worldwide. We have several warehouses located in Asia, North America, Europe, and The Middle East. Normally,we will ship your packages from the nearest warehouse that has your items in stock.

   Note: if your items are stocked in different warehouses, your order may be shipped in separate packages.

What if I confirm delivery before delivered?

   It won't affect the shipping and delivery even you click "confirm delivery" button in advance.

How can I receive my package If am not at home?

   If you were not at home when the shipping company delivers your order, you can ask your family or friends to sign for it if possible. Or you can contact the shipping company to arrange delivery when you are available.

Why the package not shipping to my address for a long time ?

   Apologize about this inconvenience, it may be caused by wrong or incomplete address, invalid phone number or other reasons.

   Would you please contact the shipping courier to check for more details first?

 

Why does the tracking service shows that the package has been delivered, but I did not receive anything?

   Apologize about this inconvenience, package might be delivered to your mail box or signed by your neighbors, please have a check first.

   If the package is still not found, please contact the local post office to check for more details.

How long does it take for my order to ship?

   Hi, normally it takes 1-3 days to process the order.

   We will email you about tracking number after it shipped out.

   For more details, please refer to: My orders .

Do you provide delivery to my house?

   Generally, we support delivery to the shipping address you left on the order.

   Note: When the order shipped out, we will send an e-mail with tracking number to you, you could kindly track it.

Why I am not receiving an email about my order being shipped?

   Normally, an email with tracking number will be sent to your account email address after the order is shipped out in 24 hours.

   If you did not receive the email:

  1. Please visit "My orders" to check the order status, it could be still in processing.
  2. Please check if you logged in the correct bluelans account, the email is sent to the registered email address.
  3. Please check your junk emails and if your email address shielded our email.

Why is my order delayed?

   Hi, apologizes for the delay.

   Since we ship overseas, it needs some days to arrive your country by plane first, there is no updated information for your package as it is in transit to the shipping company's next facility.

   Once the package arrives at local, the order status will be updated and delivered to you soon.

   Thanks for your understanding and cooperation.

How long will the order take to arrive?

   Hi, normally it takes 1-3 working days to process the order.

   Once your order is shipped out, there will be an email sent out regarding tracking info for your order, you can track the order status in "My orders".

   For more details on shipping time to your country, please refer to: Shipping info.

   Based on our international shipment methods, it will take some days to be delivered to you, the shipping time is also based on shipping company.

Where is my order?

   If there has no updates on page Tracking after your order is shipped out.The reason is that your order was sent from our overseas warehouses. Parcels need to arrive in your country by plane from overseas, then local shipping company will pick up parcels from airport in working days.

   Please give some time for the courier to update the latest tracking info after reaching next station, hope you will receive your package soon and love the wonderful item.

   Note: Tracking details can be found in "My Orders", or you can use the order tracking number to check here: https://www.17track.net/en.

Can you deliver to my address?

   Generally, we support delivery to the shipping address you left on the order.

   Note: When the order shipped out, we will send an e-mail with tracking number to you, you could kindly track it.

Can you ship to my country?

   Hi, we do shipping to most countries in worldwide but not all of them.

   For more info please refer to: Shipping info. Then you can check if we ship to your country and more shipping details. Thank you.

How much does it cost shipping to my country?

   Hi, shipping charge is all depended on which country you want to ship to.

   For more details, please refer to Shipping info. Then you can select the country and check the shipping cost.

What is the shipping time?

   We do shipping to most countries in worldwide.

   For specific shipping time and shipping cost, it can be checked via Shipping info.

Can I receive my order before a certain time?

   Please kindly note that an order needs 1-3 days for processing before being shipped out. After that, it takes another days to be delivered. Although we strive to provide the quickest delivery, there is not an exact date of delivery, only an approximation.

Why there is no tracking updated?

   When orders are shipped from our warehouse, it needs days to arrive in your country by plane first.

   There is no updated information for your package as it is in transit to the shipping company's next facility. Sometimes the tracking information will not be updated for a couple of days because the package is in transit.

   Once the package arrives at local, the order status will be updated immediately.

What if I received a defective item?

  We do apologize for the inconvenience, kindly suggest you to contact manual service to check for details if necessary.

   Note: picture and Item ID or Item sku of the defective item are needed.

Why was my order divided into two or more packages?

   Hi, we will do partial shipping for your order in the following conditions:

   1) Items are from different warehouses.

   2) Different preparing time for items.

   3) Weight limit of custom or courier, to avoid extra fee.

   Note: partial shipping will not charge you extra fee.

Why did my package be declined by the customs?

   We are really sorry to hear that.

   Would you please contact our manual agent for more help ? Our agent will ensure a solution for you.

Why was my order divided into two or more packages?

   Hi, we will do partial shipping for your order in the following conditions:

   1) Items are from different warehouses.

   2) Different preparing time for items.

   3) Weight limit of custom or courier, to avoid extra fee.

   Note: partial shipping will not charge you extra fee.

 

Order Issues

How to change or modify billing address? 

   When you check out at the first time, it has an "Edit" button, you can edit the billing address.

   If you have paid, then no need to change the billing address, it will not affect the delivery, as we'll ship to the shipping address you left, please make sure the shipping address correct.

Can I cancel my order?

   You can cancel the order in "My orders" by yourself before it ship out.

   Note: once the order has been shipped out, it can not be canceled anymore.

How can I place an order?

   Here are the steps:

   Step 1: Log in your bluelans account.

   Step 2: Add some item(s) into your Shopping Bag

   Step 3: Check out when item selection is completed.

   Step 4: Complete shipping and billing information.

   Step 5: Fill in payment information and then click the CONTINUE button to complete the purchase.

How can I correct my shipping address?

   If the order has not been shipped/assigned a tracking number, you can update the shipping address via below button: "Modify Shipping Address".

   If your order has been shipped, please contact our manual service for more help.

   Note: Shipping Address must be changed/ edited via bluelans website/App. If you edit via payment method platform, it doesn't work.

How to check my order status?

   Please log in your bluelans account and visit "My orders" to check the order status.

   Normally, it will take 1-3 working days to prepare your order. We will email you with tracking number when it is shipped out, you can track it with the number here: https://www.17track.net/en

Can I change or modify my order?

   Shipping address or items can be modified by yourself before being shipped out.

   Note: once the order is shipped out, logistics courier will not support to modify since it was mixed in tremendous packages.

Why am I still being charged for shipping of big orders?

   Please check if you applied some points or coupons? if the final price of items (exclude coupons and points) is less than the free shipping line, you will be charged.

   For more charge details, you may refer to "Shipping info".

Why I did not get a confirmed email about my order?

   Normally, an email with tracking number will be sent to your account email address after the order is shipped out in 24 hours.

If you did not receive the email:

  1. Please visit "My orders" to check the order status, it could be still in processing.
  2. Please check if you logged in the correct bluelansaccount, the email is sent to the registered email address.
  3. Please check your junk emails and if your email address shielded our email.

How to add new shipping address to my account?

   Shipping address can be edited or added through "My Address".

 

Payment & Promos

Are there any additional fee?

   Generally, there is no additional fee.

   As our prices do not include taxes or duties, it is not 100% sure whether you will be charged for taxes or not.

  1. If you were charged and you want the parcel, we suggest you to pay for taxes first, then send us the receipt, we can refund you part of it as compensation.
  2. If you don't want this package, you can contact us for more help .

Can I use more than one discount?

   Sorry, only one coupon code can be applied to an order at one time. But points can be used with coupon at the same time.   Note: For poping up coupon, you need to "Collect" them first, then they will be saved.

Do you have any promotions now?

   For the most up-to-date information on promotions and sales, please refer to our home page via bluelans.com.

   Make sure you can receive the email and the pushing notifications of bluelans, you can know our sales, gifts, collection price reductions and more information in the first time.

Do you offer Cash on Delivery?

   For now, Cash On Delivery service is only available for UAE, Saudi Arabia, Kuwait, Qatar, Bahrain, Oman, Thailand, Vietnam, Taiwan(CN), Philippines.

   We suggest you to try Online bank transfer, PayPal or credit/debit card for payment.

Can I pay with a gift card?

   Hello, we apologize that we don't accept Visa Gift Cards for payment.

   We suggest you to try Online bank transfer, PayPal or credit/debit card.

How to unsubscribe your promotion emails?

   Hi, there is a "unsubscribe" button at the bottom of each promotion email, you may try it. Also, our manual agent can help you unsubscribe.

What if I was charged any tariffs?

   Normally, our customers would not be charged any tariffs. However, because of increasingly strict customs inspection, it happens sometimes. We have no control over these charges and we can’t tell you what the cost would be, as customs policies and import duties vary widely from country to country. If you were charged any tarriffs, please contact our customer service for help.

   Note: We kindly suggest you not asking for other agents with regards to declaration and customs clearance, for we can only compensate for invoice from the shipping companies which is used to ship your order.

Why my points or coupon disappeared?

   Hi, please check whether you used them on your previous order?

   You may check in "My orders", if the order was unpaid then you can cancel it first , so that the coupon and points will be returned to your account, points and coupon both have valid time.

How to get points?

   Hi, you can get the points from the below methods:

   1: Confirm your registration

   2: Complete your profile.

   3: Buy and Save

   4: Review our products

   5: Participate in activities

   Note: Every 100 points = $1. You can pay for up to 70% of your purchase with bonus points at checkout.

Why do I need to verify my payment on my order?

   We apologize for any inconvenience. It is required by your bank, please kindly have a check with them. Also please check your email and reply with the requested documents if necessary.

   Thank you for your understanding and cooperation.

How to use points or coupon?

   At checkout page, there are boxes for coupon code and points on the right side. Please type in the correct coupon code or points amount, then click "APPLY".

   Note: Every 100 points = $1. You can pay for up to 70% of your purchase with bonus points at checkout.

I was charged twice.

   Please do not worry. We would love to sort this out for you.

   Here is the most common reason why you may see a duplicate charge:

   You may have placed an order more than once. Please check 'My orders' and you will be able to cancel any duplicate orders and receive a refund accordingly.

   Kindly note: If you do not see any duplicate orders or are unable to cancel, please contact us directly. We may ask for screenshots of the bank charges along with the account information.

It says the coupon code was already used, but I didn't.

   Hi, please check whether you have used them on your previous order?

   You may check in "My orders", if the order was unpaid then you can cancel it first , so that the coupon and points will be returned to your account, points and coupon both have valid time.

   You can check "My orders" to see whether you have an unpaid order used the coupon.

Why was my payment declined?

   It might be the below reasons:

  1. Card info are incorrect, kindly check expiration date, billing address, and security code (Security code on the back of your Visa/Master card).
  2. Card issuer bank declined your payment.
  3. No enough balance on the card.

   If possible, we advise you to try paying with PayPal or Online Bank Transfer.

Why I can’t apply coupon?

  1. Please fill in all shipping information or other necessary info for your order completely first, and save them
  2. Then go to the checkout page, type in the correct coupon code in the box and apply it.

Why doesn’t my promo code not work?

   Hi, It may be caused by the following reasons:

  1. The discount is applied to the original price but not the sale price on the page.
  2. The code has already expired.
  3. The purchase amount does not meet the standard of this code.

 

Product & Stock

What if an item is out of stock?

   We do apologize for the inconvenience.

   If an item is marked as “Sold Out” and it isn't restocked within 2 weeks, it is likely to be removed from our online store.

   Note: We suggest you to add the item into "My Wishlist". When out-of- stock items on the wishlist are restocked, you can be informed.

Will you restock sold-out items?

   We do apologize for the inconvenience.

   If an item is marked as “Sold Out” and it isn't restocked within 2 weeks, it is likely to be removed from our online store.

   Note: We suggest you to add the item into "My Wishlist". When out-of- stock items on the wishlist are restocked, you can be informed.

 

Return & Refund

Can I return one of my orders?

   Yes, we accept return within 30 days of receipt for most items in new condition. Kindly suggest you to contact manual service for return details if necessary.

Note:

  1. Item ID or Item sku is needed. (You can find the sku number at the description of the item)
  2. The following items cannot be returned or exchanged: bodysuits, lingerie, swimwear, jewelry, underwear, event & party supplies, DIY supplies, pet supplies, beauty, accessories (except scarves, bags, and mermaid blankets), items with non-returnable marks and free gifts.

How can I find my refund?

   Hi, please check your bluelans " My Wallet “ first.

   We would refund to your wallet by default if you did not select refund method in advance.

   If you still cannot find the refund, please kindly contact us for more help.

Can I get refund?

  Yes, we will provide you with a full refund on the items you returned, and the refund amount is the actual price you paid.

Kindly Note:

  1. Return shipping fee and unreturnable items are not included.
  2. Coupon codes and bluelanspoints will not be refunded.

What is the status of my return or exchange?

   We will process and update your return status in your account "My orders"-"Refund Status" after we receive your return asap.

   Note: the refund should reflect your account depending on the refund method you selected.

How long does it take for the refund to be processed?

   Generally, it depends on refund method you choose.

Why was my refund amount incorrect?

   Hi, we will provide a refund of actual price on all items you returned.

   Note: Original shipping fee and shipping guarantee are non-refundable.

   Coupon codes and bluelans points will not be refunded.

What is your return policy?

   We accept return within 30 days of receipt for most items in new condition. Please check here for more details: Return Policy.

How can I return items?

   Sorry that our products did not meet your expectation. Please contact our customer service and tell us which items you want to return.

   Note: Item ID or Item sku is needed, so that our agent can process your return request and offer the return address for you.

Why is my item missing?

   Sorry for this, maybe your order was shipped out in different packages separately, you can check details via "My orders".

   If not, please contact our manual service for more help.

   Note: here are some info needed:

  1. pictures of the whole outer package including shipping label and all items you received.
  2. SKU or item IDof missing item

Can I exchange the item I received for a different size?

   Yes, we accept exchange within 30 days of receipt for most items in new condition. Kindly suggest you to contact manual service for exchange details if necessary.

   Note:
   1. Item ID or Item sku is needed. (You can find the sku number at the description of the item)

   2. The following items cannot be returned or exchanged: bodysuits, lingerie, swimwear, jewelry, underwear, event & party supplies, DIY supplies, pet supplies, beauty, accessories (except scarves, bags, and mermaid blankets), items with non-returnable marks and free gifts.

What if I received a wrong item?

   We do apologize for the inconvenience, kindly suggest you to contact manual service to check for details if necessary.

   Note: here are some info needed:

  1. picture of the wrong item you received
  2. Item ID or Item sku of the original item. (You can find the sku number at the description of the item)

What if I received items with Stains or Odors Issue?

   We do apologize for the inconvenience, kindly suggest you to contact manual service to check for details if necessary.

   Note: picture and Item ID or Item sku of the stained item are needed.

What if I received an item is not as described?

   We do apologize for the inconvenience, kindly suggest you to contact manual service to check for details if necessary.

   Note: here are some info needed:

  1. picture of the different parts about the item
  2. Item ID or Item sku of the item. (You can find the sku number at the description of the item)

What if I received an item with craft or material issue?

   We do apologize for the inconvenience, kindly suggest you to contact manual service to check for details if necessary.

   Note: picture and Item ID or Item sku of the item are needed.

 

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