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FAQ

Where is the store based?

Shenzhen, China

 

What types of payments do you accept?

We accept almost everything,  We accept Visa | Stripe | Mastercard | Discover | American Express | Paypal ect .

 

I did not purchase from your store , how can i trust you ? 

No worries , follow my instagram : https://www.instagram.com/sanrense_store/  or tumblr : https://www.tumblr.com/blog/sanrenseofficial    we will make some video about our real items , and i will post some buyershow / review pic from our promoters or customers . 

 

Can I change or cancel an order I just placed?

Unfortunately, we can't change orders that are placed and processing. We are super speedy over here! If you've ordered an item by mistake , you should contact our sanrense team immediately .

Email :soultree1989@gmail.com

 

Your store only accept US dollar ? 

We accept almost every currency . Your order will be charged in USD and converted by whatever payment type you paid with at the exchange rate they designate. If you wanna know what the exchange rate is before you buy please check out this http://www.xe.com/.

 

How much is shipping and how long does it generally take?

The shipping fee depend on the item’s weight . If you need further info , please contact sanrense team .

Estimated delivery time:

☆ USA: 7-15 business days ☆

Mostly European Countries ship via European airmail( 7-20 days), NO CUSTOM TAXES!

US/CA/AU/UK/DE/FR  7-15 days, with tracking number

Brazil and other countries takes up to 20-60 days, depends on your customs.

+ Orders are processed Monday - Saturday , excluding some federal holidays.  
+ We are not responsible for lost or stolen packages or packages delayed by the carrier. So, keep a watchful eye on your mailman. (And contact us if you have a problem)  
+ All international orders are subject to customs fees determined by their countries regulations.

 

How do I track my order?

You're gonna get an e-mail from us telling you that your order has shipped. Open that up, there's a tracking number inside of it. You can either track through the link in the email, go directly to the carrier 's website.

Do i need to pay tax ?

Customs fees are determined by your country, are not included in any payment you made to Sanrense.We will try our best to make your package to avoid custom taxes.We normal write 5usd value on package(write as gift) experience .  Unfortunately, we can't control em’ and are not responsible for em’ either. Customs policies vary widely from country to country; please contact your local customs office .

 

Can i return the item ?

We support return and exchange  if you did not get your item within 45 days or receive goods with damages.

But first please read Sanrese Return Policy carefully.  If you need return somthing please contact our customer service  soultree1989@gmail.com  to let us know the reason for your return and which items you would like to return back. 
We will tell you how to process the return in the ticket.

Please also pay attention:
Tights, jewelry, swimwear, lingerie and accessories (except shoes) are not allowed to be returned or exchanged.

 

Why I only received part of my order ?

 If you received only part of your order, please don't worry! You will receive the rest of you order in another package or packages. 

Sometimes we split the items in packages if you have ordered a lot or the package weight is too heavy for the postal service we are using.

 

Do you do wholesale/drop shipping?

Yes , we do. If you need please contact our sanrense team .

 

How to get points ?

After you receive your purchase from sanrense . Write a review and earn 20% off . With image and share on all of your social medias, you will get part of refund . Want to learn more details ? Contact Mandy : soultree1989@gmail.com 

 

Can i write review about your item and share it on my social media ?

Of course you can , it will be perfect if you take a picture and share on your platforms .

If possible please tag me on instagram @sanrense_store or tumblr @sanrenseofficial .

Our store will give you a coupon code for 20% off or store credit if you can write a review for us . Further info ? Contat : soultree1989@gmail.com . 

 

If you open sponsorship ?

Yes , We open sponsorship / affiliate program all the time , welcome to join in ! You can earn commission and pick free item , what are you waiting for you ? ! More info , contact sanrense team : soultree1989@gmail.com .