🏢 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

fkvqrom.com Shipping Policy

We partner with leading local Australian logistics providers (AusPost, Aramex) to ensure fast, safe and reliable delivery of your home goods orders across the country.

1. Order Processing Time

All orders will be packed and dispatched within 1-2 business days after successful payment.

Weekends and public holidays in both China and Australia are not counted as processing days. If your ordered item is temporarily out of stock, we will notify you via email within 24 hours, you can choose to wait for restock, exchange for equivalent items or get a full refund.

Our working hours are 9:00-18:00 (CST) Monday to Friday, corresponding to 11:00-20:00 (AEST) for Australian east coast.

2. Delivery Coverage & Timeframe

Delivery time is calculated from the date of dispatch, not the date of order placement:

Region	Delivery Timeframe
Metropolitan areas (NSW, VIC, QLD main cities, ACT, SA/WA metro)	5-7 business days
Remote areas (Tasmania, Northern Territory, remote WA/SA/QLD)	7-9 business days

3. Shipping Fee & Optional Shipping Insurance

Service	Fee Rule
Optional Shipping Insurance	Charge at 2% of your actual order amount ✅ Benefit: For any return request within the 14-day return window (whether due to product quality, wrong delivery, or personal reasons like change of mind), we will cover all return shipping costs, no extra charge for you

4. Logistics Tracking

Once your order is dispatched, we will automatically send a notification email to your registered email address with the full tracking number. You can also check real-time logistics status via the "My Orders" section on our official website at any time.

5. Exception Handling

If you encounter any of the following issues, please contact our customer service team via email service@mail.fkvqrom.com or hotline +86 15978986940 during working hours, we will resolve it for you within 24 hours:

Lost parcel: If you have not received your parcel 7 days after the expected delivery date, we can arrange a free re-delivery or full refund (refund will be credited to your original payment account within 7 business days)

Damaged/missing items: Please take photos of the outer packaging and inner products within 24 hours after signing for the parcel, we can arrange free replacement, partial refund or full refund according to the situation

Delivery delay: If the parcel is delayed more than 3 days beyond the expected timeframe, we will issue you a AUD 5 no-threshold coupon as compensation

6. Important Notes

Please carefully check your shipping address before placing your order. If you need to change the address after your order has been shipped, please contact customer service.

If you are not available to sign for the parcel, the logistics provider will arrange a second delivery or drop it off at the nearest pickup point. Parcels not picked up within 3 days will be returned to sender, and you will need to bear the return shipping cost