Frequently Asked Questions
How can I contact Emperial Cleaning?
You can email us at shopsemperial@gmail.com, where our customer service team will be happy to assist you with any inquiries!
Do you ship worldwide?
Yes, we ship worldwide.
Where do you ship from?
We ship from Hong Kong.
Can I change or cancel my order?
As we strive to process orders as quickly as possible, any changes or cancellations must be requested within 12 hours of placing the order. Requests made after this period will not be accepted. However, you may return your order for a full refund once received.
What payment methods do you accept?
We accept all major credit cards (VISA, Mastercard, AMEX) and PayPal payments.
When will my order be processed?
All orders are handled and shipped from our warehouse. Please allow additional time during holidays and sale seasons. Orders are processed Monday through Friday within 1-3 business days from the order date and shipped the following day. Please note that we do not ship on weekends.
How long will it take to receive my order?
Due to high demand, orders may take between 2-4 weeks to arrive.
What if I don't receive my order?
If you do not receive your order within 30 days after shipping, you are eligible for a full refund.
Will I be charged customs and taxes?
The prices displayed on our site are tax-free in US Dollars, meaning you may be responsible for duties and taxes upon receiving your order. These fees are determined by your local customs office and are your responsibility. We are not liable for any delays caused by customs. For more information, please contact your local customs office.
How do I return an item?
Please contact us at shopemperial@gmail.com.
What if the item(s) I received are defective/incorrect/damaged?
If you received incorrect, missing, or defective items, please contact us with your order number, photos of the items, and all relevant details. We will do our best to resolve the issue as quickly as possible.
When will I receive my refund?
Refunds will be credited to your original payment method. If you paid by credit or debit card, the refund will be sent to the card-issuing bank within 7-10 business days of receiving the returned item or cancellation request. Please contact your card-issuing bank for questions about when the credit will be posted to your account. If you haven't received a credit yet, we recommend contacting your bank/credit card company as it may take time for the refund to be posted.