Frequently Asked Questions

Account


1. How can I cancel my order?
Check your order status [My Account> My Orders]. If the order status is "not shipped," go to "My Account> HelDesk" and we'll cancel and refund your order.

2. Why should I create a HoLife account?
A free HoLife account allows you to:
- placing and retrieving orders
- Save various addresses in your address book.
- Collecting discount points to receive free products.
- Write reviews and ratings of other opinions.

3. What happens if I want to close my HoLife account?
If you want to close your HoLife customer account, please go to "My Account> HelpDesk". The Kono will then be removed and all stored personal information (such as contacts) will be deleted.

General


What are the business hours of HoLife?
The office of HoLife is open from Monday to Friday from 9: 30 PM to 17: 30 PM Hong Kong time.

Which holidays does HoLife have?
HoLife celebrates the following Asian holidays during which shipping is temporarily suspended. Customer service and support will be available during these times with limited capacity. Immediately after the holidays, the business is back to normal.
Note: The data are to be regarded as general information. Exact appointments will be published before each holiday.

New Year's Day starts at 1. January, 3 takes working days.
Spring Festival (also known as Chinese New Year) starts with the lunar calendar. The appointment is about mid-February and it takes 7 business days.
Qingming Festival - at 4. or 5. April
Labor Day at 1. May
The Dragon Boat Festival is according to the lunar calendar in late June
Mid-Autumn Festival according to the lunar calendar at the end of September
The National Day starts at 1. October and takes 7 business days.
 

What is the privacy and security policy of HoLife?
Our guidelines can be found here: Privacy and security policy.

Can I add an item to my order?

Yes, but you must add the item before your order is packed for shipping.
In the meantime, a new order is likely to be faster. You can either have the new order shipped separately or have the two orders combined.

Can I change my shipping address after ordering?
If the order is already in a stage where the system no longer permits it, please let us know and we will try to change your delivery details.
Note that packages that have already left our warehouse can not be changed.

How are refunds treated?

When paying via PayPal (or your credit card)
Within 60 days after receipt of payment, we can either refund to your PayPal / credit card account or issue you with a gift certificate (also known as a credit note).
Refunds in the form of credits (gift certificates) are possible after 60 days.
Note: This 60 tag rule is provided by Paypal and we have no control over it.

In which currency are the prices displayed by HoLife?
All prices on our website are in Euros.
If your home currency is not Euro, please note that your credit card issuer or bank may charge you for changing to Euro. HoLife has no influence on these fees.
If you would like to check the actual exchange rates, please call the issuer of your credit card or bank.

In which language should I submit my requests?
 
All inquiries should be in German. Information entered in other languages ​​may result in processing delays or lost packets.
HoLife is able to print shipping labels in the native language of the customer's country. To enter an address in your native language, just go to "My Account> Address Book> Manage Addresses> Add New Address" and use the menu item "Use a second non-English address".
Please note that the correct address input for other languages ​​is not guaranteed. The use of such an address depends on the policies imposed by certain carriers used for each shipment.
HoLife is not responsible for problems caused by improper input.

Which payments are accepted?

PayPal: Please note that PayPal is very easy to use. For this, no deposit of credit card details or registration is required. For more information about PayPal, please use the website of PayPal or Wikipedia with the keyword "PayPal".
 
Why did not I receive an order confirmation e-mail?

If you have not received an e-mail, please contact us so we can check it.
Once you place an order, an email will automatically be sent to you to confirm the order. If you do not see an order confirmation or status update, it is possible that your email provider or mail software may mistakenly treat HoLife's messages as SPAM. In this case please also check your SPAM or JUNK E-Mail folder.

What different values ​​can the order status assume?

Pending: These are new jobs that have not yet been edited. Normally these orders have to be billed and shipped.
Pending PayPal: These are new orders that have not yet been verified by PayPal.
Processing: This means that the order was either billed or shipped but not both.
Complete: Orders that are marked as complete have been billed and shipped.
Canceled: This status will be when orders have been canceled or orders have not been paid.
Closed: These are orders that have been credited and the customer has already received a refund.
On Hold: Jobs that are put on hold before any further action is taken.
Payment Review - As long as an external payment gateway checks the payment information from a sales order, the order receives this status

 

 In which language should I submit my requests?

All inquiries should be in German. Information entered in other languages ​​may result in processing delays or lost packets.
HoLife is able to print shipping labels in the native language of the customer's country. To enter an address in your native language, just go to "My Account> Address Book> Manage Addresses> Add New Address" and use the menu item "Use a second non-English address".
Please note that the correct address input for other languages ​​is not guaranteed. The use of such an address depends on the policies imposed by certain carriers used for each shipment.
HoLife is not responsible for problems caused by improper input.

Which payments are accepted?

PayPal: Please note that PayPal is very easy to use. For this, no deposit of credit card details or registration is required. For more information about PayPal, please use the website of PayPal or Wikipedia with the keyword "PayPal".
 
Why did not I receive an order confirmation e-mail?

If you have not received an e-mail, please contact us so we can check it.
Once you place an order, an email will automatically be sent to you to confirm the order. If you do not see an order confirmation or status update, it is possible that your email provider or mail software may mistakenly treat HoLife's messages as SPAM. In this case please also check your SPAM or JUNK E-Mail folder.

What different values ​​can the order status assume?

Pending: These are new jobs that have not yet been edited. Normally these orders have to be billed and shipped.
Pending PayPal: These are new orders that have not yet been verified by PayPal.
Processing: This means that the order was either billed or shipped but not both.
Complete: Orders that are marked as complete have been billed and shipped.
Canceled: This status will be when orders have been canceled or orders have not been paid.
Closed: These are orders that have been credited and the customer has already received a refund.
On Hold: Jobs that are put on hold before any further action is taken.
Payment Review - As long as an external payment gateway checks the payment information from a sales order, the order receives this status

    Refund & Guarantee

    Warranty

      HoLife warranty  :45 Daily Refund, 18 Months Product Warranty. The official HoLife e-mail address is SUPPORT@iholife.com

    Do not worry about orders! We strive to give our full attention to each customer.
    ❤ If you are not satisfied with our item, we can give your FULL REFUND without reason. 
    ❤ Professional Product Test: 100% of our professional workers ensure that every item will be sent to you in good quality before you

    The following products are not covered by the standard warranties:
    - Consumables including, but not limited to, ink, disposable batteries, etc.
    - parts that are subject to natural wear and tear, including but not limited to screens, covers, etc.
    - Damage or deterioration due to improper actions, including, but not limited to, torn cables, broken fuses, non-usability due to installation of proprietary firmware, etc.
    - Some types of products, such as tablets and phones, are fixed instead of being replaced.

    This page has been updated on the 13.04.2013 to ensure that all warranty data is valid from the first shipment of each item in each order.

     

    Refund & Exchange


    How to deal with deliveries that are already defective on arrival (DAO - dead on arrival)?

    HoLife guarantees a secure delivery of your orders. Of course we will replace all damaged items in this case. All return fees are covered.
    Please contact us within 5 days after delivery and return the products using the cheapest method.


    What is the HoLife Refund Guarantee?
    You are not happy with a product? Send it back to us.


    You can return undamaged items to us within 45 calendar days after delivery. If the return is not due to a mistake by us, you only have to pay the shipping costs. Please make sure that the product is returned in its original condition, with the complete packaging and all accessories.

    Important: Products may not be altered or rebuilt.

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