whatsown FAQ
We have compiled the following frequently asked questions for your reference. If you cannot find the answer you need among these questions, please click “Contact Us” in the navigation bar to get in touch with us, and we will respond to you at the earliest convenience.
You’ll find the full Privacy Policy and Refund and Returns Policy in the following section—just click the link to check the details.
We’ve organized other frequently asked questions into the document(s) below, so you can view them directly with ease.
Privacy Policy ,Refund and Returns Policy
Order & Payment Related
A: We support major global payment methods, including credit cards (Visa, Mastercard, American Express), PayPal, Apple Pay, and Google Pay. All payment processes are completed through encrypted channels to ensure the security of your funds.
A: After your order is submitted and paid, the system will immediately send a confirmation email to your registered mailbox (including order number, product information, and payment amount). Meanwhile, you can log in to your account and check the real-time status in “My Orders”. If you haven’t received the email, please check your spam folder or contact customer service for verification.
A: Within 12 hours after successful payment, if the product has not been shipped, you can contact online customer service to request modifications to the shipping information or cancel the order (full refund). If the product has already been shipped, only the shipping address can be modified (must be completed before logistics transshipment), and order cancellation is not allowed. We apologize for any inconvenience.
A: Yes! We have opened official stores on multiple mainstream global e-commerce platforms, including AliExpress, eBay, and TikTok Shop. You can choose a familiar platform to make purchases. The product quality and after-sales policies on all platforms are consistent with those on the independent website. Currently, our e-commerce stores are available on: AliExpress, eBay, TikTok Shop. Click the link to visit your preferred platform.
Account Registration Related
A: The registration process is simple: ① Click the “Register” button at the top right corner of the official website, and click “Create an Account” in the pop-up window; ② Enter your username, email address, and set a password on the redirected page; ③ Complete the registration after verifying your email. Registered users can enjoy exclusive benefits such as order tracking, priority handling of after-sales rights protection, points accumulation (redeemable for cash), and new product preview notifications.
A: Click the “Register” button at the top right corner of the official website, then click “Forgot Password” on the login page. Enter your username or registered email address, and the system will send a password reset link (valid for 24 hours). Click the link to set a new password. If you haven’t received the email, please check your spam folder or contact customer service for assistance.
A: One email address can only register one account. Basic registration information such as email address and name can be modified in “Personal Center”. If you need to change your registered email address, please contact customer service to verify your identity for assistance, ensuring account security.
A: Yes, you can make purchases directly without registration. Simply add products to your cart and proceed to checkout. You can track your order via email.
Logistics & Delivery Related
A: We cover most countries and regions around the world, including major markets in North America, Europe, Australia, Japan, South Korea, and Southeast Asia. You can check if delivery is supported by selecting the destination country/region on the checkout page. The delivery scope for third-party platforms such as AliExpress and eBay is subject to the respective platform rules.
- * Major countries in North America/Europe: 8-20 working days (standard logistics)
- * Asia-Pacific region (Japan, South Korea, Southeast Asia): 5-10 working days (standard logistics)
- * Other regions: 10-20 working days (standard logistics)
A: All products are shipped with free shipping by default (unless otherwise specified). For returns, you are responsible for the return shipping fee, which is to be negotiated directly with the logistics company.
A: For independent website orders: After the product is shipped, the system will send the tracking number to your email. You can track it through the “Logistics Tracking” entry on the official website or the corresponding logistics provider’s official website. For third-party platform orders: Track directly in the order details page of the respective platform.
A: WhatsOwn’s quotes do not include customs duties, value-added taxes, or other import fees imposed by the destination country/region. Such fees are the responsibility of the recipient (some countries/regions offer tax exemption for small packages, subject to local customs policies). If the product is returned due to refusal to pay these fees, the round-trip shipping costs and related losses shall be borne by the buyer.
Product Related
A: All products are shipped in square transparent acrylic boxes, each paired with a unique story and theme. The acrylic material has a thickness of 4.2mm and a light transmittance of ≥95%. The built-in figurines, scene decorations, etc., are made of environmentally friendly materials such as resin, ABS plastic, and PP paper, which are safe and odorless.
A: We use multi-layer protective packaging specially designed for international shipping to effectively reduce the risk of damage. If the product is damaged upon receipt, please take a complete unboxing video + photos of the damaged product within 48 hours of signing for delivery, and contact the customer service of the respective platform or WhatsOwn official customer
A: Currently, we only offer standardized products as displayed on the product details page, and personal customization is not available. If you are a wholesaler or have bulk customization needs (≥50 units), please contact our business email (whatsown77@gmail.com) to inquire about customization solutions.
A: Acrylic material has strong weather resistance and is suitable for long-term indoor display (avoid direct exposure to sunlight). For daily cleaning, wipe with a soft cloth dipped in clean water. Do not use corrosive cleaners such as alcohol or disinfectant, as they may damage the surface luster.
After-Sales & Return/Exchange
A: For independent website orders: We offer a 30-day hassle-free return/exchange policy (products must be unopened, unused, and in original packaging). We cover the shipping cost for sending the replacement, but you are responsible for the return shipping cost. If the product has quality issues (non-human damage), we will bear the round-trip shipping costs and offer a free replacement or refund. For third-party platform orders: The return/exchange policy follows the after-sales rules of the respective platform; contact the platform store’s customer service directly for assistance.
A: ① For independent website orders: Contact official website customer service to submit an application (state the reason + order number + product photos) → After customer service approval, a return address will be provided → The buyer ships the product back → Refund/replacement is completed within 7 working days after inspection. ② For third-party platform orders: Initiate the return/exchange application directly on the order page and follow the platform’s guidelines.
A: Refunds will be credited back to your original payment account. Processing time: For independent website orders (3-5 working days for PayPal, 5-10 working days for credit cards). For third-party platform orders, the refund time follows the respective platform’s processing schedule, subject to the platform’s progress.
Other Questions
A: ① Independent website online customer service: Select your preferred contact method in “Contact Us” in the top navigation bar. ② Email inquiry: whatsown77@gmail.com (response within 24 hours). ③ Social media: Private message us on Facebook/Instagram, etc. (response within 12 hours on working days). ④ For third-party platform orders: Contact directly through the store’s customer service channel on the respective platform.
A: For any additional inquiries, please get in touch with us via “Contact Us” at the top of the page.
