Ready-to-ship styles are bought on demand unless you reserve stock, so availability is not guaranteed. If Hongxiu cannot confirm supply, the supplier order cannot be paid or dispatched and those units are not charged; you handle the shopper refund in your store. Reserved stock is guaranteed and used first, so pre-stock the variants you promote heavily.

Physical returns are not accepted because international return shipping usually costs more than the goods. Change-of-mind, size or color-preference returns are outside the supplier policy. Damaged, defective, wrong-item or lost-in-transit cases are reviewed for a free replacement or a refund to your Portal balance. Refunds to your shopper are handled by your store.

Report it within 30 days of delivery with clear photos of the item, packaging and shipping label. Hongxiu reviews the order record and tracking, then arranges a free replacement or a refund to your Portal balance. Claims without evidence or after the deadline may be declined.

You can request cancellation in Portal before dispatch, but it is a review request, not an instant guarantee. A full store cancellation can cancel an eligible supplier order before dispatch, release reserved stock and return eligible supplier payments to your Portal balance. Partial refunds or orders already shipped may need manual review; shopper refunds stay in your store.

Yes. Products ship without Hongxiu branding, and you can choose your own poly bags, hang tags, hygienic liners, labels and packaging. Custom materials may have a production MOQ and separate fee, confirmed before production. Your material choices are stored against the product for fulfillment.

POD has no MOQ: design on an existing Hongxiu base style and produce on demand or reserve stock upfront. Ready-to-ship catalog styles also have no MOQ. OEM MOQ is set per style and color, typically 100 pcs, and is confirmed with your production quote.

Your shopper pays your store; you pay Hongxiu separately through Portal. Supplier invoices become payable only after availability and shipping are confirmed. Pay from your Portal balance or by card. Reserved stock is paid upfront; shipping is still charged when the order is placed.

You pay supplier shipping to Hongxiu on each order; your shopper pays the shipping rate you set in Shopify. Supplier shipping is separate from your storefront rates. Use the Portal Shipping & fulfillment estimator to check supported destinations and requirements; final shipping and customs charges are confirmed per order, not guaranteed by the estimate.

Only upload artwork you own or are licensed to use. Copyrighted characters, logos and protected material should not be submitted. You are responsible for checking colors, print placement and the size chart before publishing.

Yes. Send one to six reference photos through Contact support in Portal or email service@wearhongxiu.com, with an optional note. The team checks sourcing and may reply by email, but availability is not guaranteed. You can submit up to five requests per day.

No. Bonus credit can only be used to pay Hongxiu invoices and cannot be withdrawn, transferred or refunded in cash. If a refund is approved, only the amount you actually paid is eligible. The promotion can change or end; the rules shown on the Balance page apply.