FAQ - Frequently Asked Questions
Order:
Q:Do I need an account to place an order?
A:No, you may place an order as a guest. However, we highly recommend that you sign up for an account so you can track and review purchases from your account. You can also save your address and personal details whic.
Q:I’ve forgotten my password - what should I do?
A:On the Log In page, click on the “Forgot password” link and we will email you instructions to reset your password.
Shipping:
Q: Can I track my order and how?
A:After your order has shipped, you'll receive an email with tracking details. Multiple shipments will result in multiple notifications. Track your package at https://fonkup.com/pages/order-tracking using your tracking number.
Q: How long does shipping usually take?
A:Our shipping time is 7-23 business days. Delays may occur due to extreme weather, increased flight demand during the Christmas season, etc.
Q: Can I ship my order to an international location?
A:We offer worldwide shipping,but note that shipping to war zones and
South Africa is challenging due to tracking limitations after leaving China.
Q: How much is shipping?
A:Shipping is free for orders over $50.
Q: Why does the tracking link show delivery, but I received nothing?
A:Sometimes, packages marked as "delivered" might be wrongly delivered. If not received within 5 days of the delivery date, please contact customer service.
Q: Are there other packages if some products in my order are missing?
A:Orders might be split into several packages due to weight limits. For additional tracking links, contact customer service.
Q: Why is the tracking link inactive after I receive it?
A:Tracking information updates a few days after reaching our carrier's warehouse.
Q: Why doesn’t the tracking update after 2-3 days?
A:Tracking might lag behind the actual package location. No immediate cause for concern.
Q: Will my order be shipped separately or together?
A:Orders with the same host made on the same day will be shipped together.
Q: What's the difference between live pack and offline pack?
A:Our host does live packing. Offline orders are handled by other staff, who also add extra items and freebies.
Q: Do I need to pick up my package?
A:Packages may need to be picked up at the post office in some cases. Otherwise, they are delivered to your doorstep.
Q: Why does the tracking link say 'returned to the warehouse'?
A:If our courier can't deliver to your country, we switch to an alternative provider. Please wait patiently.
Q: What is the email address for Nanilo Nails?
A:service@fonkup.com
Return
Q: How to apply for a refund?
A: If you wish to initiate a return, please contact us at service@fantastshop.com, we will send you the return address. You can request a return within 14 days of receiving your item. The product must be in its original packaging and in the same condition as when you received it, with all tags attached and unused or unworn.
If non-product quality issues (damaged or missing parts due to our error), you will be responsible for paying for your own shipping costs for returning your item.
Q: When will the refund be back in my account?
A: Refunds are processed within three business days to the original account. Monitor your account for updates.
Q: Can I cancel my order if I change my mind?
A: Yes, orders can be canceled before shipping.