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1. About AuntieHELP(UK) 1.1 About AuntieHELP(UK) AuntieHELP(UK) is a platform that provides product purchases, with the goal of finding the most suitable products for customers in the shortest time. 1.2 Registration of AuntieHELP(UK) account There are several kinds of valued products on the AuntieHELP(UK) platform. Please register an AuntieHELP(UK) account first if you want to inquire about relevant quotations. AuntieHELP(UK) account’s questions 2.1 How to register AuntieHELP(UK) account Step 1: Click [Login] on the home page, into the login page. Step 2: Click [Register], then click [Register] after filling in username, mobile number, email and password. Step 3: After successfully registered, you can login your account with mobile number or email. 2.2 How to change account password Step 1: Login AuntieHELP(UK) account. Step 2: Click [My] in the Main Page after Login. Step 3: Click [Change Password]. Step 4: Filling old and new password and then click [Submit]. 2.3 How to reset account password Step 1: Click [Login] on the home page, into the login page Step 2: Click [Reset Password], enter your username and password, then click [Submit] Step 3: Get and fill in the verification code from the email, enter the verification code in and new password, then click [Submit]. 2.4 How to terminate the AuntieHELP(UK) account Please send the email to uk@auntiehelp.com with your name, registered email address, mobile number, and reason of account cancellation (optional). Our customer service representative may contact you once the application is completed. All the information shall be deleted and no longer valid as well as no refunds or exchange of all orders once the account is terminated. Payment and order issues How to do shopping or place order on AuntieHELP(UK)? 3.1.1 Products Pick and click into the details of your favorite products. Select [Shopping Cart] or [Order Now]. You may edit products quantity and delivery fees in the shopping check out page. You must [Select or add address] to provide a delivery address After confirming the details of order, delivery address, total order amount, click [Pay Now]. Fill in email, select payment method and fill in name, click [Pay] go to the payment page after the details are confirmed. 3.2 Payment method Credit card (Visa / MasterCard / American Express) WeChatPay (Only limited to Mainland China) Alipay (Only limited to Mainland China) 3.3 How to confirm the successful payment You would receive system notification in SMS or email confirmation once the order payment is successfully placed. 3.4 Why has my payment failed AuniteHELP(UK) aims at providing convenient shopping experience. The payment process might involve many parties like banks, payment gateways and merchants, the order might be declined concerning the common factors like the stability of providers’ payment system or network system and the stock level of merchant inventory. If your payment fails, please check that you have entered the credit card number, valid date and CVV verification code correctly. Please stay on the payment page during the payment process. You can contact our customer service by email to follow up the payment issue. 3.5 Payment time limit In general, customer needs to settle the payment right away after the order is placed or within certain time period required as restriction. The order would be cancelled when the time limit is exceeded or timeout. 3.6 Order Status After the order is successfully placed, you will receive SMS or emails like order confirmation, payment confirmation and delivery notification and so on. You might also follow the steps below to check the order status. Login to AuntieHELP(UK). Clink [My]. Click [Orders] to view the order status. Delivery and shipping cost 4.1 Service coverage of AuniteHELP in UK Please refer to service coverage in the item’s terms and conditions listed by suppliers accordingly. 4.2 How to know the delivery method of services and products Please refer to delivery method in the item’s terms and conditions listed by suppliers accordingly. 4.3 Free delivery Free delivery may be available when the total amount of the product merchant exceeds the specified amount. Therefore, please read carefully the item’s terms and conditions listed by suppliers accordingly. 4.4 Do I need to pay for delivery cost when suppliers or AuntieHELP(UK) cancel my order that leads to the total amount of the product doesn’t exceed the specified amount? You will not be charged for extra delivery cost if the order is cancelled by suppliers or AuntieHELP(UK). 4.5 Will the giveaway be charged for additional delivery cost? If the order includes a giveaway, you will not be charged extra for shipping. 4.6 How the delivery will be arranged? Please refer to logistics and delivery arrangements in the item’s terms and conditions listed by suppliers accordingly. 4.7 How to add a new shipping or service address? You can add an address on checkout page, select [Please select/add an address], fill in the new detailed delivery address, and click [Submit]. Or you can click [My] in the Main Page, then [Address], fill in the new detailed delivery address, and click [Submit]. 4.8 Can I request that the products be placed at the door/collected by the management office or reception or a third party? In general, we need the consignee to sign for the products. If the consignee fails to sign for the receipt of the products, we must obtain the consent and confirmation of the customer before placing the products at the door or collecting them at the management office/reception as required. If you would like to arrange for the collection of goods by the Management Office/Reception, please contact them by yourself and confirm the arrangement. If you would like to arrange for someone else to collect the goods, please fill in the name and contact number of the consignee in the shipping address column. A confirmation email for the completion of the order will be sent directly to the contact email in your account. Please note that AuntieHELP(UK) will not compensate for any loss or damage caused by the products being placed at the door or collected by the management office/reception as the customer's request. **All goods containing alcohol must be collected by a person aged 18 or above. If the delivery service provider has doubts about the recipient's age, the recipient may be asked to present proof of age documentation for confirmation. If the pickup person refuses, the delivery service provider has the right to refuse giving recipient the products. 4.9 How to change / cancel the order? After the order is confirmed, the order is sent to related suppliers and to be proceeded. Any change request to the confirmed orders may affect the delivery arrangement. Therefore, if you have confirmed your order, you cannot change the delivery address, cancel the order, or change the order content, we appreciate your understanding. Generally, there is no damage-free return or refund for paid orders. Please make sure that you have read the supplier's relevant terms and conditions accordingly, and the “Terms of Use” before purchasing. 4.10 Can I request a specified delivery? Please refer to the item’s terms and conditions listed by the supplier (independent third parties) on AuntieHELP(UK). The specific pick-up time may varies depending on the delivery methods from different suppliers (independent third parties) on AuntieHELP(UK). We are sorry that we were unable to arrange a specified delivery time. Please make a request to couriers for the further arrangement if necessary,. 4.11 What are the arrangements for order delivery failure? If the first delivery fails, the logistics company will contact the customer to make alternative arrangements, and the customer might be required to pay an additional fee. Customers will receive a confirmation call before the delivery, please pay attention to the incoming call. 4.12 When will I receive a delivery notification? What should I do if I don't receive any delivery notifications? The ordered goods will generally be delivered within the lead-time according to the supplier's terms and conditions listed. Before delivery, you will be notified by an email or call from the supplier or courier company regarding the delivery time. Please rest assured that client best interest is AuntieHELP(UK)’s top priority, we will confirm your payment and complete the delivery on time. You can also send an email to AuntieHELP(UK) for further assistance. 4.13 If you do not receive the relevant email, please check "Spam". If you have not received email, you may send an email to uk@auntiehelp.com for assistance from a Customer Service Specialist. 4.14 What are the delivery or door-to-door arrangements in typhoons or bad weather? Due to delivery restrictions and safety reasons, the door-to-door or delivery and self-pickup service will be suspended when the Black Rainstorm Warning is in effect or when Typhoon No. 8 or above is hoisted. Return and exchange and after-sales service 5.1 Return and Exchange If any damage or missing part are found in the products, please report the issues of the product with pictures attached through our system or email immediately. If you are advised to return or exchange, please keep the product in its full packaging and ensure that it is packed in the same state as it was purchased. Note: Each order can only be returned and exchanged once. 5.2 After-sales Maintenance Terms Please refer to the warranty terms and conditions website listed by suppliers for details. The Company will try to ensure that the system information record is accurate but we are not responsible for any loss caused by data errors. 5.3 How to write a product review? You can write reviews, upload photos and ratings of purchased products or services within 90 days of receipt. Please go to [My Orders], select [Paid or Completed] in the order status and click “Please write your comment”. 5.4 Refund We do not accept cancel order if product order is confirmed. If you found damage on the product when you receive it, please contact the supplier or us immediately by an email. Please make sure that you have read the requirements required in relevant item’s terms and conditions listed from supplier and our “Term of Use”, Clause 6, before proceeding. 1. Go to the [My Order], 2. Press [Paid], select the order you want to cancel. 3. Under the order page, press [Apply for Refund], fill in the reason of refund, and press [Submit]. You order cancel application will be handled by our customer service representative discretionally. Your application will be completed in 21 working days. Contact Us We hope to gain your comments and feedback on AuntieHELP(UK) to help us improve and enhance our service level in the future, you are welcome to email uk@auntiehelp.com to share your valuable comments to us, thank you again for supporting AuntieHELP(UK)! If you have any questions or comments, please do not hesitate to contact us. Office Hours: Monday to Friday (9am - 6pm), closed on Saturdays and public holidays Updated: 09 08, 2025
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