Please check the product details, quantity, recipient, shipping address and other information carefully before making your payment. Once the order is placed, it cannot be changed easily. 

Cancelled orders will be subject to a cancellation fee. We reserve the right to cancel orders that are deemed fraudulent.

• For PRE-ORDER products, you can cancel your order until the last day of the pre-order by emailing us at support@neteasestore.com with your order ID (Starting with YDSP or NS), the reason for cancellation, and the name and phone number provided in your shipping details. Refunds cannot be processed after the pre-order period has concluded.
• For Other products, the cancellation and refund can only be made 24 hours after the purchase if the order has not been shipped. 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.

If you encounter a quality issue with your order, kindly email support@neteasestore.com with:

-Your ORDER ID (Starting with YDSP or NS) and the receipt time of your package.

-Detail the problem you experienced.

-Attach the pictures of the problem.

Our team is here to assist you. Please remember that we can only address any product-related issues within 5 days of the item being delivered.