FALLEN DREAM Studio – Genshin Impact Citlali

Your Assistant

When you contact customer service via Whatsapp or email for the first time, you will automatically be assigned a dedicated assistant. Your assistant will be responsible for answering and following up on all your questions today and everyday after. Your satisfaction is our top priority and your evaluation of him/her will determine their job rating.

Product Phase

• "Early bird" & "Pre-Order" : The product is being designed and is on sale in limited qty. Once the qty reaches the manufacturer's expectations, pre-orders will be closed and not available for purchase.
• "Pre-Order Close" : The product is in production and usually takes 3-12 months. Some products are still available for purchase at this phase, depending on the manufacturer. You can check the product state, or contact your assistant via Whatsapp to find out whether you can still add order.
• "Released" : Bulk production completed and products are being circulated in the collectors market. You can check the product state, or contact your assistant via Whatsapp to find out whether we have in stock pieces.

Refund

For "Early Bird" or "Pre-Order" products, can be refunded within 72 hours. For "pre-order closed" or "released" products, can be refunded before your assistant final confirms the order with you via Whatsapp or Email.

However, once final confirmation is done, you can only get maximum 60% refund if you want to cancel your order.

Shipping

Payment Notice

For "Early bird" & "Pre-Order" products

• "Deposit“ : You can order the product which have not yet started production by paying a deposit.
• "Balance" : The balance amount = full payment - deposit. When the product is about to be shipped about 3-12 months after the pre-order, your assistant will confirm with you all matters before shipment and initiate a bill to collect the balance & freight.
• "Full Payment" : If you feel that the process of paying the deposit first and then paying the balance is too cumbersome, you can also choose to pay the full payment directly.
• "Full Payment (TBD)" : This and it's amount are for reference only and cannot be paid. They are not the actual selling price of the "Early bird" products, which has not yet been announced.
• Installment : Full Payment Can be paid in installments by applying to your assistant via Whatsapp.

Difference between deposit and full payment

Pre-order can be close at any time. Due to force majeure of the manufacturer, there is a very small chance that the pre-order fail. When this rare situation occurs, your assistant will notify you of a refund a.s.a.p. If you pay in full payment not deposit, in addition to a full refund, we will also compensate you with a site-wide coupon.

For "Pre-Order Close" products

Unless the product state is specifically saying ”orderable“, otherwise, you must confirm with your assistant via Whatsapp or Email to find out whether you can still purchase.

For "Released" products

• "Full Payment" : Since we have a large number of pieces in the warehouse, information updates are occasionally not timely. So It is best to communicate with your assistant to confirm before placing an order thought "Full Payment". When you place an order and find by your assistant that it is out of stock, you can apply for a full refund at any time. However, once final confirmation is done, you can only get maximum 60% refund if you want to cancel your order.
• "Full Payment (Super Sale)" : Products that have not paid his balance for a long time by other buyers, or some products we have been overstocked. This price is usually lower than the original "Full Payment" price
• "Full Payment (Special Offer)" : ”Pre-order Close“ or "Released" products, which of those particularly well-known and in short supply. Can be purchased through this option if has. This price is usually much higher than the original price