Frequently Asked Questions

1. What products does Canglanwang offer?

Canglanwang specialises in under-cabinet hanging baskets and related household storage products. Each product page provides the applicable product description, dimensions, quantity and other relevant information to assist customers when selecting an item.

2. Where do you deliver?

We currently accept orders from customers in Europe and the United States.

Available delivery destinations may depend on the product and the address entered during checkout.

3. What payment methods are accepted?

We accept several commonly used payment methods, subject to availability at checkout, including:

• Visa
• Mastercard
• American Express
• Apple Pay
• Google Pay
• Selected electronic wallets

The payment methods available for a particular order are displayed during checkout. Customers can select an available payment method before completing their purchase.

4. How long does order processing take?

Orders are normally processed within 1–3 working days after the order has been successfully placed.

Working days exclude Saturdays, Sundays and applicable public holidays.

The processing period is separate from the delivery period.

5. How long does delivery take?

The standard estimated delivery period is 4–8 working days after dispatch.

Delivery is arranged through established carriers, including DHL, FedEx and UPS Priority services, where available for the relevant destination.

Actual delivery timing may vary according to the destination, carrier operations, local delivery arrangements and other circumstances affecting the shipment.

6. Will I receive tracking information?

Yes. Where tracking information is available, relevant shipment updates are automatically sent to the email address provided when the order was placed.

Updates may be sent at key stages, including:

• When the order is dispatched;
• When the shipment reaches a relevant logistics facility;
• When the shipment enters the local delivery stage;
• When other material tracking information becomes available.

Customers should ensure that the email address provided during checkout is accurate and accessible.

7. What should I do if my order takes longer than 4–8 working days?

If your order has exceeded the standard delivery period, please contact service@canglanwang.com and provide your order number.

We will review the shipment information and, where appropriate, contact the relevant carrier to investigate the delivery status.

After the carrier investigation and assessment of the individual circumstances, the available resolution may include a full refund or replacement shipment.

Where mandatory law provides a specific remedy for a delayed delivery, the applicable statutory requirements will apply.

8. What should I do if my order arrives damaged?

Please contact service@canglanwang.com after receiving the order.

Please provide:

• Your order number;
• A brief description of the issue;
• Clear photographs showing the condition of the product and packaging where relevant.

For an item that arrives damaged, you do not need to return the damaged item merely to submit the initial claim where the photographs and order information are sufficient for the matter to be assessed.

Depending on the circumstances, the resolution may include a refund or replacement.

9. What if I receive an incorrect or defective product?

Please email service@canglanwang.com with your order number and details of the issue.

Photographs may be requested where they are relevant to assessing the condition or identity of the product.

The matter will be reviewed based on the order information and the circumstances of the case. Where applicable, a refund or replacement may be arranged in accordance with the relevant statutory requirements and our applicable return terms.

10. Do customers in Europe have a 14-day right of withdrawal?

For consumers in the European Union where the statutory right of withdrawal applies, a consumer generally has a 14-day withdrawal period for distance purchases of goods without providing a reason, subject to applicable statutory exceptions.

For goods, the withdrawal period generally begins when the consumer, or a third party nominated by the consumer other than the carrier, obtains physical possession of the goods.

To exercise the right of withdrawal, please contact:

service@canglanwang.com

The request should identify the relevant order and clearly communicate the decision to withdraw.

Applicable statutory exceptions and conditions remain relevant to the exercise of this right.

11. Do customers in the United States have a 14-day statutory withdrawal right?

There is no single federal rule providing a general 14-day withdrawal right for every ordinary online purchase in the United States.

Returns and cancellations for US orders are handled according to the applicable order terms and any mandatory federal or state requirements that apply to the particular transaction.

Customers wishing to request a return should contact service@canglanwang.com with their order information.

12. Who pays for a return?

For a statutory withdrawal applicable to an EU consumer, the consumer will generally bear the direct cost of returning the goods unless applicable law requires otherwise or the applicable return arrangement states otherwise.

Where goods are defective, damaged or materially incorrect, the applicable remedy and any associated return costs will be handled according to the circumstances and mandatory law.

Customers should contact service@canglanwang.com before returning an item so that the appropriate return instructions can be provided.

13. Do I need to return a damaged item before receiving a refund or replacement?

Not necessarily.

For an item reported as damaged upon arrival, clear photographs may be sufficient for the initial assessment. Where the information provided adequately establishes the issue, a return of the damaged item may not be required before a refund or replacement is arranged.

If a return is required in a particular case, customers will be provided with the relevant instructions.

14. How are refunds processed?

Where a refund is approved, it will normally be issued using the original payment method.

The time required for the refunded amount to appear may vary according to the relevant financial institution and payment method.

Where a refund is required by applicable law, it will be processed within the applicable statutory timeframe.

15. Can I cancel my order?

If you wish to cancel an order, please contact service@canglanwang.com as soon as possible and provide your order number.

Cancellation requests are reviewed according to the status of the order. If an order has already entered processing or dispatch, cancellation through the ordinary cancellation process may no longer be possible.

Any applicable statutory cancellation or withdrawal rights remain unaffected.

16. What information should I provide when contacting customer service?

For an order-related enquiry, please provide:

• Order number;
• Name used for the order;
• Email address used at checkout;
• A brief description of your enquiry;
• Photographs or other relevant information where appropriate.

Providing complete information helps us identify the relevant order and respond to the enquiry.

17. How can I contact Canglanwang?

For product, order, delivery, return or refund enquiries, please contact:

Email: service@canglanwang.com
Company: CITY MEUBLES
Address: Rue de Hollogne 114, 4101 Seraing
Phone: +3242334875

If our customer service team is not available when you contact us, please leave a message or send an email. We aim to respond to enquiries within 24 hours.

18. Where can I find the applicable product information?

The relevant product page contains the product information available for the item, including applicable dimensions, characteristics, quantity and other details.

Customers should review the product information before completing an order and select products according to their requirements.

19. What happens if the delivery address is incorrect?

Customers are responsible for providing complete and accurate delivery information when placing an order.

If you identify an error after placing an order, please contact service@canglanwang.com promptly. A requested address amendment will be considered according to the status of the order and available delivery arrangements.

Once an order has entered the dispatch process, an address amendment may no longer be possible.

20. How can I obtain further assistance?

If your question is not answered above, please contact us at:

service@canglanwang.com

Please include your order number where your enquiry concerns an existing purchase. We will review your enquiry and respond with information relevant to your request.