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FAQ

ORDER

1. How secure is my personal information?

AZ World Store uses industry standard privacy protection; we don't sell, lease or otherwise distribute any personal customer information. What's more, all sensitive personal information is kept securely offline at our privately run datacenter.

2. How do I check the Status of my Order?

You can track your order status in real time by entering your order information on the Track your order page.

3. My order has been sent, why don't I see the tracking information?

Your order has been sent, but sometimes it takes up to 48 hours for tracking info to show up in the tracking system or our own tracking system.

4. Do I need to have an account to order?

No, you can also place an order as a guest. But, there are some perks if you have an account with us:

  • Quick checkout process
  • Easily view your order status and order history
  • Receive updates detailing our new releases and special promotions

5. What if I forgot my password?

On the Account login page, click “Forgot your password?” and you’ll be redirected to a page where you can create a new password.

6. What if I typed the wrong email address?

Please contact us so we can change your email address. We can change your email address, name, and address but we cannot change your order.

7. Are there any exchange rates?

All of our transactions are based in US Dollars. If your credit card is based in another currency, your order total will be calculated in accordance with the daily exchange rate of the date your card issuer processes the transaction. 

8. What payment methods do you accept?

We accept all major credit cards (VISA, Mastercard, AMEX) and PayPal payments. We do not accept personal checks, money orders, direct bank transfers, debit card payments, or cash on delivery.

9. How secure is my online order?

When purchasing online using your credit card, all of your information is entered into a SSL secure web page. Your information is then SSL-encrypted and sent directly to our credit card provider's network, where your card and transaction is authorized and approved. Your credit card information is not stored on our servers.

10. How do I change or cancel my order?

We reserve the right at any time after receipt of the order to accept or decline the order, or any portion thereof, in our sole discretion, even after the Customer receives an order confirmation or after the credit card has been authorized. If the credit card has already been authorized for the purchase and the order is canceled, we will issue a credit to the original method of payment.

Please note that any orders that have already been packed or shipped cannot be cancelled.

 11. How do I set my shipping address?

Since our website and service are based on English, all the information that you typed in is required to be English input method, including punctuations. If certain letters of your address contain Non-English letters, you are advised to use the similar English ones instead. For example, you may change letter "?" to "c".

12. Can I change my shipping address after placing an order?

Please be advised that your shipping address cannot be revised after the order has been processed or shipped. Kindly update your shipping address to your residential address instead of your vacational address as we do not know how long the destination's customs department will have the package on hold.

13. How do I track my order?

We will email your tracking information as soon as your order has shipped. Usually you will receive the tracking number 1-3 days after we have shipped your order.

You can track your order here.

14. What Do I Do If I Have Missing Items In My Order?

If something is still missing, please contact us immediately.

15. I ordered 2+ items, but only received one... where's my order?

We have a large assortment of products not stocked in-house, when you order multiple items at a time, they may be shipped separately so they get to you faster. You may receive one item before the next. So don't panic if you don't receive all of your items at once…they are on the way :)

SHIPPING & CUSTOMS

1. When will my order arrive?

AZ World Store partners with global merchants and artisans in order to provide you the best prices and the most interesting products. This means that your order is shipped from global areas such as Thailand, Tibet, China, India, etc. via our partnership with USPS.

Because we ship directly from our partners in these countries, your item may take 3-5 weeks to arrive since it's shipped. We are not responsible for delays caused by the customs department in your country.

Please do not panic if it does not show up immediately, it's on its way (please email us for tracking)  :)

We offer international shipping options too - no matter where you are, you can buy from us!

2. When will my order be processed?

All orders are handled and shipped out from our warehouse locations in the US, UK or China. Please allow extra time for your order to be processed during holidays and sale seasons. 

We process orders between Monday and Friday. Orders will be processed within 3 business days from the order date and shipped the next day after the processing day. Please note that we don't ship on weekends. 

Please contact us if you do not receive a confirmation email after 5 business days from the day you completed your payment.

3. Will I be charged with customs and taxes?

The prices displayed on our site are tax-free in US Dollars, which means you may be liable to pay for duties and taxes once you receive your order.

Import taxes, duties and related customs fees may be charged once your order arrives to its final destination, which are determined by your local customs office.

Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of charges, please contact your local customs office. 

4. My order still hasn’t arrived, I think it is lost?

If you think your order has been delayed or lost in the post please contact us and we will start an investigation with the courier. Unfortunately we cannot re-send your order or refund you until the courier has concluded the investigation, we will keep you informed and will be in touch once the investigation has finished.

5. The tracking number for my order stopped updating, what happened?

If you're buying from outside of the U.S. (particularly in Canada), your country's customs department may decide to hold your items at the border temporarily, often without explanation! Note: Canada's customs department takes a particularly long time to resolve these holds. This is relatively rare, but if your order is held up in customs, we suggest calling your country's customs department directly and ask that they release your items immediately.

Note: if for some reason your order is never released by customs, we'll send you a replacement! 

RETURNS

1. How do I return an item?

If you are not happy with your purchase and wish to return an item, please contact us within 7 days from receiving your order. Please provide your order number as well as the reason for your return. Our customer service team will review the return request and will send further instructions if the return is approved.

For a list of final sale items, please see our Return Policy. All returns must be in original condition with packaging intact.

2. Will shipping be covered for my returns?

All return shipping fees and other miscellaneous fees are the responsibility of the customer.

3. What if the item(s) I received are defective/incorrect/damaged?

Firstly, please accept our sincerest apologies. Please contact us within 7 days from receiving your order if you received merchandise that is incorrect, missing, and/or defective. Please include your order number, photographs of the item(s) and all related references upon receiving your package. We will do our very best to resolve your case as soon as possible.

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