🏢 Official Entity and Contact Information
To provide transparent and compliant services to Australian consumers, the following information regarding the platform's operating entity is disclosed:
Company Name: Kunming Guolian Trading Co., Ltd.
Legal Representative: Ning Chuanguo
Unified Social Credit Code: 91530111MAE77RXA2G
Company Address: Shop No. 21, Zijun Village, Zijun Community Residents Committee, Yiliu Subdistrict Office, Guandu District, Kunming City, Yunnan Province
Contact Number: +86 15978986940
Contact Email: service@mail.fkvqrom.com
🛒 Order & Payment
Q1: What payment methods do you accept?
We accept American Express, MasterCard, Visa, PayPal and Afterpay. If you choose to pay via Afterpay, you will be bound by Afterpay's official terms of service, and any late payment fees or credit impacts from overdue repayments are not the responsibility of fkvqrom.com.
Q2: Are listed prices inclusive of GST? Are there any hidden fees?
All prices on this website are in Australian Dollars (AUD) and include Goods and Services Tax (GST). No additional taxes or fees are required. Potential additional charges include:
Q3: What is shipping insurance, and should I purchase it?
Shipping insurance is an optional service you can add at checkout for 2% of your order value. It covers shipping costs for lost parcels, in-transit damage, and returns not caused by user fault. If you do not purchase shipping insurance, you will be responsible for return shipping costs for non-quality-related returns.
Q4: How long does it take to process my order after payment?
We will verify your order, prepare stock and dispatch it within 1-2 business days (excluding public holidays in China and Australia, and weekends). You will receive a shipping notification with a tracking link via email as soon as your order leaves our warehouse.
Q5: Can I modify my delivery address or cancel my order after payment?
You can request address changes or order cancellations before your order is dispatched. Once your order has been shipped, no modifications or cancellations can be made, so please double-check your delivery details when placing your order.
🚚 Shipping & Delivery
Q1: How long will it take for my order to arrive?
Most orders are delivered within 5-7 Australian business days after dispatch. Delivery to remote areas will take an extra 2-3 business days. If delivery is delayed due to force majeure (e.g. logistics strikes, extreme weather), we will notify you via email with updated timelines as soon as possible.
Q2: How do I track my order?
Once your order is shipped, we will send a tracking number and link to your registered email. You can also contact our customer service team to check your order status at any time.
Q3: What should I do if my parcel is damaged or items are missing?
Please inspect the package for damage before signing for receipt. If you find damaged items or missing contents, reject the parcel and contact our support team immediately. We will not accept damage claims submitted more than 24 hours after you sign for the parcel.
↩️ Returns & Exchanges
Q1: What is your return window?
You can submit a return or exchange request within 14 calendar days from the date you sign for your order. Note: This policy does not limit your statutory rights under the Australian Consumer Law – if your product has a major quality defect, you may still be eligible for a return or exchange outside of this 14-day window.
Q2: Which items are eligible for return?
The following items are not eligible for change-of-mind returns: custom household goods, unsealed personal use items (pillowcases, bath towels, loungewear, etc.), and near-expiry household cleaning products.
Q3: Who pays for return shipping?
Q4: How do I submit a return or exchange request?
Send an email to service@mail.fkvqrom.com with your order number, clear photos of the product issue and your request type (return/exchange). Our team will respond to your request within 1 business day.
💰 Refunds
Q1: How long will it take for my refund to arrive?
Once your refund request is approved by our team, we will process the refund to your original payment method within 7 business days. The exact arrival time depends on the processing speed of your bank or payment provider.
Q2: How do refunds work for Afterpay orders?
Refunds for Afterpay purchases will be sent directly to your Afterpay account according to Afterpay's official rules. You can contact Afterpay's customer support to check the refund progress.
💬 Customer Support & Account
Q1: When is your customer service team available?
Q2: How can I contact customer support?
You can reach us via:
Q3: I forgot my account password, how do I reset it?
Click the "Forgot Password" link on the login page and follow the prompts to reset your password via your registered email. If you encounter issues resetting your password, contact our support team for help.
📌 Other Questions
Q1: Are your products compliant with Australian safety standards?
All our household goods are sourced from certified suppliers and meet relevant Australian product safety requirements. You are fully protected under the Australian Consumer Law for all product quality issues.
Q2: Do your products come with a warranty?
All electrical home goods come with a 12-month manufacturer warranty. For non-electrical products, you are covered by statutory consumer guarantees under the ACL for faults and defects.
Q3: What can I do if I am not satisfied with your resolution?
If you are unhappy with how we have handled your issue, you can lodge a complaint with the Australian Competition & Consumer Commission (ACCC), or file a claim with your local small claims tribunal.
