Support
Last updated:13 October 2026
Help with orders, Stripe and PayPal payments, shipping, and returns. For privacy questions, see our Privacy Policy.
How checkout works
- Add items to your cart and go to Checkout.
- Enter your email (guests) or sign in (optional, for members).
- Choose a payment method: Stripe (card, Apple Pay, or Google Pay — selected by default) or PayPal.
- Enter or select your shipping address and payment details on the provider's secure page.
- After successful payment, we send an order confirmation to your email.
We do not collect your shipping street address on lycheevibes.com — it is gathered when you pay on Stripe or PayPal and then stored with your order.
Order status & history
- With an account: view orders at lycheevibes.com/account.
- Guest checkout: keep your order number and the email used at checkout; contact [email protected] for help.
Payment issues
- Ensure your card or PayPal account allows international purchases if applicable. If one method is declined, try the other (Stripe ↔ PayPal).
- If checkout was cancelled, try again — unpaid orders are not shipped.
- Unpaid orders expire after 7 days (see Terms). Gift codes and Vibes are restored; place a new order if you still want to buy.
- Stripe: see Stripe Consumer Terms. PayPal: see PayPal Legal Hub.
Duplicate charges or failed payments that still debited your account: email [email protected] with your order number and date.
Shipping & customs
Orders ship from our Guangzhou studio to the contiguous United States, Canada, Switzerland, and New Zealand. We email tracking details after dispatch when available.
- Ship-to regions:Contiguous United States (48 states and Washington, DC; excluding Hawaii, US territories, and APO/FPO/DPO addresses), Canada, Switzerland, and New Zealand.
- Shipping to the European Union and United Kingdom is currently unavailable.
- Dispatch: Usually 1–3 business days after payment (custom items may take longer — see product page).
- Delivery: About 3–10 business days after dispatch depending on destination (estimate).
- Shipping cost: Free shipping, shown before you pay at checkout / on Stripe or PayPal.
- Import duties & taxes: Listed prices do not include import VAT or GST. We charge tax at checkout only where we are registered to collect it. US listed prices have no import tax added.
- Tracking: Emailed after shipment when available.
- Address: Confirmed on Stripe or PayPal — must be in a region we ship to. Contact [email protected] immediately if you spot an error.
- Lost or damaged: Report within 7 days of expected delivery with photos and a short video.
Returns & refunds
Standard items: notify us of your return decision within 14 days of delivery, then send the items back within a further 14 days. For change-of-mind returns, customers pay return shipping unless we agree otherwise. Custom-made or personalised items: no change-of-mind returns; handmade items that are not customised remain subject to the standard return policy. We cover necessary return shipping for defective, damaged, or incorrect items. For quality issues, contact us as soon as possible, preferably within 7 days of delivery, with clear photos and, where helpful, a short video; this reporting period does not limit your statutory rights. For returns under applicable statutory withdrawal rights, we issue refunds within 14 days of receiving the withdrawal notice and may withhold them until receiving the goods or proof of return. Full policy: Returns & Refunds and our Terms of Service.
Technical help
- Empty cart or sign-in issues: try clearing browser cache or localStorage, then retry.
- Product videos: click "Load video" to consent to embedded players (see Privacy Policy).
Contact
Orders & support: [email protected]
Privacy & data requests: [email protected]
General inquiries: [email protected]