FAQ- Identity V

1. I want to Cancel / Refund my order

Hello, please contact us via the chat box in our website or send us an email to support@neteasestore.com  and  let us know your order ID (Starts with YDSP or NS) and we´ll cancel it and refund it.

Refunds can take up to 2 weeks depending on your bank or paypal.

Your order cannot be cancelled once it has been shipped. 

For Identity V anniversary products or giftboxes, you can cancel your order until the last day of PRE-ORDER, which will be written in the detailed page. Please send us a message through our website or to support@neteasestore.com with your order ID (Starts with YDSP or NS) and the name and phone number you wrote in the Shipping Details when you made your purchase. The refund can take up to 2 weeks after we cancel your order due to bank processing times.

For Other products, the cancellation and refund can only be made 48 hours after the purchase. 

For more details regarding returns, refunds and cancellations, please check here.

2. I want to modify my address or add my email

Please send us an email to support@neteasestore.com and share with us your order ID (Starts with YDSP or NS) and your correct address or email. The address need to have street, apartment or house number, province, city, zip code, name and phone number. We´ll make the change of your address or email according to your order ID. 

For Identity V anniversary products or giftboxes, you can change address before it's shipped out any time, changing country is not allowed.

For Other products, it´s difficult to change the address since we arrange shipping within 24 to 72 hours after the purchase, once the shipping it´s arranged, we can´t modify the address.

3. The money was charged but no order was made/can´t find it

If you input only your phone number but no email on the checkout, let us know the name and phone number you input in the shipping details and we´ll look for the order, if we can´t find it, we´ll let you know and you will have to contact your bank and ask them to cancel that transaction and refund you the money.

If you wrote your email and the money was deducted from your account but no confirmation email was received, please contact your bank, cancel the transaction and tell them to autorize the next transactions from you.

Please contact us in this email: support@neteasestore.com

4. The payment doesn´t go through. 

Please try the following:

-Make sure the billing address is the same as the one you have registered with your bank.
-Make sure the expiration date and card numbers are correct
-Make sure you have enough funds, our prices are in USD
-Make sure your bank supports international payments
-Remove the items from your cart, delete the history of your browser and try again.
-If this doesn´t work, please contact your bank and ask them to authorize your payment. 

 

5. Can you ship to my country?

We support worldwide shipping, and different products may have different policy. Remote countries will not be supported, if you still any doubt, please chat with us in the website.