After receiving and inspecting the item, if you have any questions, it is recommended to contact Letao within 2 hours. Here are some reminders:
1. Please do not unpack, use or repair the received item yourself, and be sure to keep the original packaging to facilitate subsequent handling of related matters, so as to avoid changes to the item that may cause the seller to be unwilling to process.
2. You can call customer service, and the customer service will leave a message for you as below. Please provide the following information:
"Hello, we will first help you establish a complaint case for Product ID: _______ .But we need you to 2-3 clear photos of the product issue, including photos of the product problem, product packaging, shipping details slip, and outer box. Send them to
service@letao.my and inform us of your desired resolution (failing to provide this may result in an inability to process subsequent matters). After sending the email, notify us in the customer service message. We will confirm with the seller as soon as possible. and if there are any related questions, we will contact you through the customer service message. Thank you for your cooperation."
Please provide:
1. "Product ID"
2. Photo of the "Delivery Note" (if any)
3. Photos of the outer box (including inner and outer packaging)
4. Photos of the product (Please include relevant descriptions to help us confirm with the seller)
Important Notes:
1. Do not include foreign text or other products in the background of the image.
2.
Please keep the complete product packaging (including the shipping label information), and refrain from repairing or altering the original condition on your own, as any changes may result in the case being unable to be processed.
3. Please provide the relevant information within
48 hours to avoid missing the golden hour for reflection and causing situations that cannot be handled.
4. Due to 99% of Japanese sellers being unwilling or unaware of shipping goods overseas, if a seller is willing to handle the issue, the goods must be sent back to Japan, and the international shipping costs incurred must be borne by the member. Letao will use postal EMS international express to send the goods back to Japan.
5. As the goods are purchased from overseas, it may take approximately one to two weeks to complete the relevant processing procedures when issues arise with the goods. Please be reminded that you can inquire about the approximate cost through the
EMS service at the post office.
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