Asked Questions (FAQ)

Your Questions, Answered

At SHINEWIS LLC, we believe that an informed customer is a happy customer. We understand that when you’re shopping for home decor, kitchen accessories, or the perfect gift, you may have questions about our products, shipping, returns, or how to care for your new treasures. That’s why we’ve created this comprehensive FAQ section—to provide you with clear, detailed answers to the most common questions we receive.

If you don’t find the answer you’re looking for here, please don’t hesitate to reach out to our friendly customer service team. We’re always here to help.

1. Orders and Ordering Process {#orders}

Q1: How do I place an order on shinewis.online?

Placing an order with SHINEWIS is simple and secure. Just follow these steps:

  1. Browse our collections and click on any item you’d like to purchase.

  2. Select any options (if applicable), such as size or color.

  3. Click the “Add to Cart” button.

  4. When you’re ready to complete your purchase, click the shopping cart icon and then “Proceed to Checkout.”

  5. Enter your shipping and billing information.

  6. Choose your preferred payment method (credit card, Apple Pay, or Google Pay).

  7. Review your order details to ensure everything is correct.

  8. Click “Place Order” to complete your purchase.

You will receive an order confirmation email within minutes of placing your order. If you don’t see this email, please check your spam folder or contact us.

Q2: Can I modify or cancel my order after it’s been placed?

We process orders quickly to ensure you receive your items as soon as possible. This means that our window for modifications or cancellations is very short.

  • Within 1 hour of placing your order: You may cancel or modify your order without any penalty. Please contact us immediately by phone at +84379514822 or email at lemaiquoccuongamz@gmail.com.

  • After 1 hour: Once our fulfillment team begins processing your order, we cannot guarantee any changes. If your order has already been picked, packed, or shipped, you will need to follow our standard return process after receiving the items.

Q3: I received a confirmation email, but I need to change my shipping address. What should I do?

If you need to change your shipping address, please contact us immediately. If your order has not yet shipped, we will do our best to update the address for you. However, once an order has been shipped, we cannot redirect it. Please ensure your shipping address is accurate at checkout to avoid delays or lost packages.

Q4: How will I know when my order ships?

As soon as your order leaves our facility, we will send you a shipping confirmation email containing:

  • Your order number

  • A tracking number

  • A link to track your package with the carrier

  • An estimated delivery date

You can also check your order status at any time by logging into your account on our website.

Q5: I didn’t receive an order confirmation email. What happened?

If you haven’t received an order confirmation within a few hours of placing your order, please:

  1. Check your spam or junk mail folder.

  2. Verify that the email address you provided during checkout is correct.

  3. Add lemaiquoccuongamz@gmail.com to your safe senders list.

If you still cannot find your confirmation, please contact us and we’ll be happy to resend it.

Q6: Do you offer gift wrapping or personalized messages?

Currently, we do not offer gift wrapping services. However, many of our items come in beautiful packaging that is perfect for gifting. If you would like to include a gift message, please include your note in the “Order Notes” section at checkout, and we’ll do our best to accommodate your request.

Q7: Can I order products that are out of stock?

If a product is out of stock, you may see an option to sign up for email notifications when it becomes available again. Simply enter your email address, and we’ll notify you as soon as the item is restocked. Unfortunately, we cannot accept backorders for out-of-stock items.

2. Shipping and Delivery {#shipping}

Q8: What shipping methods do you offer?

We offer several shipping options through our trusted carrier partners. During checkout, you will be presented with available shipping methods and estimated delivery times for your specific location. Options typically include:

  • Standard Shipping: 3-7 business days (within the continental US)

  • Expedited Shipping: 2-3 business days

  • Priority Shipping: 1-2 business days

  • International Shipping: Varies by destination

Q9: How much does shipping cost?

Shipping costs are calculated based on:

  • The weight and dimensions of your order

  • The destination address

  • The shipping method you select

You will see the exact shipping cost at checkout before you complete your purchase. We occasionally offer free shipping promotions—please check our website or subscribe to our newsletter for updates.

Q10: Do you ship internationally?

Yes! SHINEWIS proudly ships to customers around the world. However, please note that international shipping times vary significantly depending on the destination country and customs processing. You are responsible for any customs duties, taxes, or import fees imposed by your country.

Q11: How long will it take to receive my order?

Delivery times depend on your location and the shipping method selected:

  • United States (Continental): 3-7 business days for standard shipping

  • Alaska and Hawaii: 5-10 business days

  • International: 10-20 business days (may be longer due to customs)

Please note that these are estimates and not guarantees. During peak seasons (holidays, sales events), delivery may take slightly longer.

Q12: How can I track my order?

Once your order ships, you will receive a shipping confirmation email with a tracking number and a link to the carrier’s website. You can also track your order by:

  1. Logging into your account on our website

  2. Clicking on “Order History”

  3. Selecting the order you wish to track

Q13: My tracking number isn’t working. What should I do?

Tracking information can take 24-48 hours to update in the carrier’s system after you receive your shipping confirmation. If your tracking number still isn’t working after 48 hours, please contact us and we’ll investigate.

Q14: My package says “delivered,” but I haven’t received it. What now?

If your tracking information shows delivered but you cannot locate your package:

  1. Check around your property: Look at your front door, back door, garage, mailbox, and with neighbors or your building’s leasing office.

  2. Wait 24 hours: Sometimes carriers mark packages as delivered a day early.

  3. Contact the carrier: Use the tracking number to file an inquiry with the shipping carrier.

  4. Contact us: If you still cannot locate your package after 24 hours, email us at lemaiquoccuongamz@gmail.com with your order number, and we’ll help you file a claim.

Q15: Can I ship to a PO Box?

For shipments within the United States, we can ship to PO Boxes using USPS. However, some expedited shipping methods require a physical street address. Please choose your shipping method accordingly.

Q16: Do you ship to military APO/FPO addresses?

Yes, we ship to APO and FPO addresses using USPS. Please allow extra time for delivery to these destinations.

3. Returns and Refunds {#returns}

Q17: What is your return policy?

We offer a 30-day return policy on most items. You have 30 calendar days from the date you receive your order to request a return. Items must be unused, in their original packaging, with all tags attached.

For complete details, please review our comprehensive Refund and Return Policy.

Q18: How do I return an item?

To return an item:

  1. Contact our customer service team at lemaiquoccuongamz@gmail.com with your order number and the item(s) you wish to return.

  2. We will provide you with a Return Authorization Number and the correct return address.

  3. Carefully repack the item in its original packaging, including all tags and components.

  4. Ship the item back to us using a trackable shipping method.

  5. Once we receive and inspect your return, we’ll process your refund within 2-3 business days.

Q19: Who pays for return shipping?

  • Returns due to customer preference (changed mind, wrong size, etc.): You are responsible for return shipping costs.

  • Returns due to our error (wrong item shipped, damaged item, defective product): We will provide a prepaid return shipping label.

Q20: How long does it take to get my refund?

After we receive and inspect your return (typically 2-3 business days), we will initiate your refund through Stripe. The time it takes for the funds to appear in your account depends on your bank or card issuer:

  • Credit Cards: 5-10 business days

  • Debit Cards: 3-5 business days

  • Digital Wallets (Apple Pay/Google Pay): 3-7 business days

  • International Cards: Up to 15 business days

Q21: Can I exchange an item for a different size or color?

We do not offer direct exchanges. If you would like a different item, please return your original purchase for a refund and place a new order for the desired item. This ensures you receive your new item as quickly as possible.

Q22: What should I do if I receive a damaged or defective item?

We’re truly sorry if an item arrives damaged or defective. Please:

  1. Take clear photographs of the damage, including the item and packaging.

  2. Contact us within 48 hours at lemaiquoccuongamz@gmail.com with your order number and photos.

  3. We will provide a prepaid return shipping label and either send a replacement (if available) or issue a full refund, including original shipping costs.

Q23: Do you offer refunds on shipping costs?

Original shipping costs are non-refundable unless the return is due to our error (wrong item, damaged item, defective product).

Q24: What items cannot be returned?

The following items are not eligible for return:

  • Personalized or custom items

  • Final sale items (clearly marked on the product page)

  • Gift cards

  • Items damaged by customer use

  • Items missing original packaging or tags

  • Items returned after 30 days

4. Payments and Billing {#payments}

Q25: What payment methods do you accept?

We accept the following payment methods through our secure payment processor, Stripe:

  • Visa, Mastercard, American Express, Discover, and other major credit cards

  • Debit cards bearing the logos of major card networks

  • Apple Pay

  • Google Pay

Q26: Is it safe to use my credit card on your website?

Absolutely. We use Stripe, a PCI Level 1 certified payment processor—the highest level of security available in the payments industry. Your payment information is encrypted using secure socket layer technology (SSL/TLS) and is never stored on our servers. For added security, you can also use digital wallets like Apple Pay or Google Pay, which use tokenization to keep your card details private.

Q27: Do you charge sales tax?

For orders shipped within the United States, applicable sales tax will be calculated based on your shipping address and added to your order total. Tax rates are determined by state and local laws. International customers are responsible for any customs duties, import taxes, or other fees imposed by their country.

Q28: Will I be charged in my local currency?

All prices on our website are displayed in United States Dollars (USD). For international customers, your bank or card issuer will convert the charge to your local currency at their exchange rate and may charge a currency conversion fee. SHINEWIS does not control or profit from these fees.

Q29: Why was my payment declined?

Payments can be declined for several reasons:

  • Insufficient funds or credit available

  • Incorrect card number, expiration date, or CVV code

  • Billing address does not match the address on file with your bank

  • Bank security holds (sometimes banks flag online purchases as potential fraud)

If your payment is declined, please contact your bank to authorize the transaction, then try again. If problems persist, you can use a different payment method or contact us for assistance.

Q30: When will my credit card be charged?

Your payment method will be authorized at the time you place your order, but your card will not be charged until your order ships. If your order contains multiple items that ship separately, you may see multiple charges as each item ships.

Q31: Do you offer installment payments or “buy now, pay later” options?

Currently, we do not offer installment payment options. We accept payment in full at the time of purchase through the methods listed above.

5. Products and Availability {#products}

Q32: Are your products really as pictured?

We strive to represent our products as accurately as possible through professional photography and detailed descriptions. However, please be aware that colors may vary slightly depending on your monitor settings, and natural materials may have inherent variations in grain, texture, or color that make each piece unique.

Q33: Where are your products made?

SHINEWIS sources products from trusted manufacturers around the world who share our commitment to quality and ethical production. We work closely with our suppliers to ensure all products meet our rigorous standards for design, materials, and craftsmanship.

Q34: How do I know if a product is in stock?

Our website updates inventory in real-time. If a product is available to add to your cart, it is in stock. If an item is out of stock, you may see an option to sign up for email notifications when it becomes available again.

Q35: Can I request a product that isn’t on your website?

We love hearing from our customers! If there’s a specific product or category you’d like to see us offer, please email us at lemaiquoccuongamz@gmail.com with your suggestion. While we can’t guarantee we’ll add every requested item, customer feedback plays a vital role in shaping our future collections.

Q36: Do you offer bulk discounts for large orders?

If you’re interested in purchasing multiple quantities of an item for an event, business, or as gifts, please contact us with the details. We may be able to offer a bulk discount or special pricing depending on the items and quantities.

Q37: Are your products safe? Do they meet safety standards?

All products sold by SHINEWIS comply with applicable safety standards and regulations for their intended use. Our kitchen and bar items are food-safe where applicable. However, many of our decor items are intended for decorative use only and should be kept out of reach of young children. Please review product descriptions and any included safety information carefully.

6. Account and Registration {#account}

Q38: Do I need to create an account to place an order?

No, you can check out as a guest without creating an account. However, creating an account offers several benefits:

  • Faster checkout for future purchases

  • Easy access to your order history

  • The ability to track your orders

  • Saved shipping addresses for convenience

  • Exclusive offers and promotions

Q39: I forgot my password. How can I reset it?

On the login page, click the “Forgot Password” link. Enter the email address associated with your account, and we’ll send you instructions to reset your password. If you don’t receive the email, please check your spam folder.

Q40: How do I update my account information?

To update your account information:

  1. Log into your account on our website.

  2. Go to “Account Settings” or “Profile.”

  3. Update your information as needed.

  4. Save your changes.

Q41: Can I delete my account?

Yes, you can request account deletion by contacting us at lemaiquoccuongamz@gmail.com. Please note that deleting your account will remove your saved information, but order history may be retained for record-keeping purposes.

7. International Orders {#international}

Q42: Do you ship to my country?

We ship to most countries worldwide. During checkout, you can enter your shipping address to see if we deliver to your location. If your country is not listed, please contact us, and we’ll do our best to accommodate you.

Q43: What about customs, duties, and taxes?

International orders may be subject to import duties, taxes, and customs fees imposed by your country. These charges are the responsibility of the recipient and are not included in the price of the items or shipping costs. Customs policies vary widely by country, so please contact your local customs office for more information.

Q44: How long does international shipping take?

International shipping typically takes 10-20 business days, but delays can occur due to customs processing, which is beyond our control. Please plan accordingly, especially for time-sensitive gifts.

Q45: What currency will I be charged in?

All transactions are processed in United States Dollars (USD). Your bank or credit card company will convert the charge to your local currency at their exchange rate and may charge a foreign transaction fee.

Q46: Can I return an international order?

Yes, international orders can be returned following our standard return policy. However, you are responsible for return shipping costs, customs duties, and taxes unless the return is due to our error. International returns can be expensive, so we encourage you to review product details carefully before purchasing.

8. Gift Cards and Promotions {#giftcards}

Q47: Do you sell gift cards?

Currently, we do not offer gift cards. This is something we may consider in the future, so please stay tuned!

Q48: How do I use a promo code or discount code?

To use a promo code:

  1. Add items to your cart and proceed to checkout.

  2. Look for the box labeled “Promo Code” or “Discount Code.”

  3. Enter your code exactly as provided (codes are typically case-sensitive).

  4. Click “Apply” to see the discount reflected in your order total.

Q49: Why isn’t my promo code working?

Promo codes may not work for several reasons:

  • The code has expired

  • The code doesn’t apply to items in your cart (some codes are category-specific)

  • You haven’t met the minimum purchase requirement

  • The code was entered incorrectly (try copying and pasting)

  • The code has already been used (if it’s a single-use code)

If you’re still having trouble, please contact us for assistance.

Q50: Can I combine multiple promo codes?

Typically, only one promo code can be used per order. Terms and conditions vary by promotion.

9. Product Care and Maintenance {#care}

Q51: How do I clean my ceramic or porcelain items?

For ceramic and porcelain decor items, gently wipe with a soft, dry cloth. For kitchen items like mugs or plates, hand washing with mild soap and warm water is recommended unless the item is specifically marked as dishwasher-safe. Avoid abrasive cleaners that could scratch the surface.

Q52: How do I care for wooden products?

Wooden items should be kept away from direct sunlight and excessive moisture. Clean with a slightly damp cloth and dry immediately. Periodically treat wooden cutting boards or serving pieces with food-safe mineral oil to maintain their beauty and prevent cracking.

Q53: Are your glass products dishwasher safe?

Most glass products are dishwasher safe, but we recommend checking the specific product description. To preserve any decorative elements like gold or silver accents, hand washing is always the safest choice.

Q54: How do I care for textiles like kitchen towels or napkins?

Most textiles should be machine washed in cold water and tumble dried on low. Please refer to the care label on the specific item for detailed instructions. Avoid using bleach or harsh detergents that may damage fibers or colors.

Q55: My metal decor item is showing signs of tarnish. How do I clean it?

For metal items, gently polish with a soft, dry cloth. For tougher tarnish on items like brass or copper, use a specialized metal polish following the product’s instructions. Avoid abrasive materials that could scratch the finish.

10. Technical Support {#technical}

Q56: I’m having trouble checking out. What should I do?

If you experience issues during checkout:

  1. Clear your browser’s cache and cookies.

  2. Try a different browser (Chrome, Firefox, Safari, etc.).

  3. Disable any browser extensions or ad blockers temporarily.

  4. Ensure you’re using an updated version of your browser.

  5. Try completing your order on a different device.

If problems persist, please contact us at lemaiquoccuongamz@gmail.com with a description of the issue and any error messages you received.

Q57: The website is loading slowly or not at all.

Slow loading can be caused by your internet connection, browser issues, or temporary website maintenance. Try refreshing the page, checking your internet connection, or trying again later. If the problem continues, please let us know.

Q58: I see an error on the website. How do I report it?

We appreciate your help in making our website better! Please email us at lemaiquoccuongamz@gmail.com with:

  • A description of the error

  • The page URL where you encountered it

  • A screenshot if possible

  • What browser and device you’re using

11. Privacy and Security {#privacy}

Q59: How do you protect my personal information?

We take your privacy seriously. Our website uses SSL encryption to protect data transmitted between your browser and our servers. We never store your payment information on our servers—all payment processing is handled securely by Stripe. For complete details, please review our Privacy Policy.

Q60: Will you share my information with third parties?

We never sell, rent, or trade your personal information to third parties for their marketing purposes. We may share information with trusted service providers (like shipping carriers) only as necessary to fulfill your orders. Please see our Privacy Policy for complete details.

Q61: How do I unsubscribe from your emails?

Every marketing email we send includes an “Unsubscribe” link at the bottom. Click this link to opt out of future marketing communications. Please note that even if you unsubscribe from marketing emails, you will still receive transactional emails related to your orders (confirmations, shipping notifications, etc.).

12. General Questions {#general}

Q62: How can I contact SHINEWIS?

You can reach us through any of the following methods:

  • Email: lemaiquoccuongamz@gmail.com

  • Phone: +84379514822

  • Mail: SHINEWIS LLC, 5900 Balcones Drive #20708, Austin, TX, 78731, United States

Q63: What are your customer service hours?

Our customer service team is available:

  • Monday-Friday: 9:00 AM – 6:00 PM (Central Time)

  • Saturday: 10:00 AM – 4:00 PM (Central Time)

  • Sunday: Closed

We strive to respond to all emails within 24 hours during business days.

Q64: Do you have a physical store I can visit?

We are an online-only business with headquarters in Austin, Texas. We do not have a public retail showroom at this time, but you can always shop our full collection online at shinewis.online.

Q65: Are you on social media?

Yes! We’d love to connect with you:

  • Instagram: @shinewis.official

  • Facebook: /shinewisllc

  • Pinterest: @shinewis

Tag us in your photos using #MyShinewisHome for a chance to be featured!

Q66: Do you offer wholesale or partnership opportunities?

We’re always open to exploring collaborations! Please email us at lemaiquoccuongamz@gmail.com with “WHOLESALE INQUIRY” or “PARTNERSHIP” in the subject line, and a member of our team will get back to you.

Q67: Can I get a catalog?

As part of our commitment to sustainability and to keep our prices competitive, we do not print physical catalogs. However, you can browse our entire collection online anytime at shinewis.online.

Q68: How do I stay updated on new products and promotions?

The best way to stay informed is to:

  1. Subscribe to our email newsletter (sign up at the bottom of our homepage).

  2. Follow us on social media.

  3. Create an account and opt in to marketing communications.

Q69: Do you have a loyalty or rewards program?

Currently, we do not have a formal loyalty program, but we frequently run promotions and special offers for our email subscribers and social media followers. This is something we may consider for the future!

Q70: What does “SHINEWIS” mean?

“SHINEWIS” is a portmanteau combining “shine” and “wisdom.” It represents our belief that a well-curated home—filled with objects that bring joy and meaning—allows your personal light and wisdom to shine through. Every item we offer is chosen to help you express your unique story.

Still Have Questions?

We’re here to help! If you didn’t find the answer you were looking for in this FAQ, please don’t hesitate to reach out to us directly. Our friendly customer service team is ready to assist you with any questions or concerns.

Contact Us:

  • Email: lemaiquoccuongamz@gmail.com

  • Phone: +84379514822

  • Hours: Monday-Friday, 9 AM-6 PM Central Time

Thank you for choosing SHINEWIS LLC. We appreciate your trust in us and look forward to helping you create a home filled with beauty, meaning, and joy.

SHINEWIS LLC
5900 Balcones Drive #20708
Austin, TX, 78731
Phone: +84379514822
Email: lemaiquoccuongamz@gmail.com
Website: shinewis.online