Customer Service

About Shipping

All boxes are shipped at the last week of each month. Our cut off time is 20th of each month. ( for example: if you placed order before July 20th, you will receive July box. if you order after 7/20. you will receive August box. August box for selling after July 20th) Normally we ship around the 23rd to the 27th of each month. ship in united state will take 1-5 business day to arrive. We process orders on business days from Monday through Friday (excluding holidays) upon receiving the order. We ship by batch, It akes around 1 to 2 business days to process your order, but can take longer depending on demand. Please double check your name, shipping address, phone number, and E-mail address before submitting your payment. If the order has any of goods that are out of stock, EsianMall may cancel the order or the specific product(s). Our customer service associates will contact you as soon as possible and to return the amount of which the order is canceled. Please confirm your information while ordering. Wrong information will result in a delay upon order processing. If you have any questions, feel free to contact us. When receiving your order, we will send you an E-mail confirming the transaction. Shipping information will be sent to you by E-mail when the order is shipped. Members can check the package through “My Esian—My order” on the homepage. Details are available on “Shipping instructions”.

Reward Points

For every dollar spent on EsianMall you will earn 1 point. Every 100 points can be redeemed for the value of one dollar. Points are not transferable. Points can only be used by the account that earned them. Points are no longer available after expiring. Points can be tracked through “My Esian-My point” on the homepage. All the reward points will show up automatically on the check-out page. You can either use the points or save them for future use. If your order is canceled, the points will be returned to your account. Details see “Points Instruction”.

About Returning

You may return your orders in 7 days upon receiving the item, if one of the following situations applies to the item that you received, Please note EsianMall do not accept any susbcription box return,(EsianMall will pay for the returning shipping charge and return the money we charged you if you are qualified)

1, Goods are damaged while shipping.

2, Goods Received are different from what was ordered.

3, Goods are not qualified or expired.

Please return your order to:

EsianMall

Department of Returning

86 Lackawanna Avenue, 215, Woodland Park, NJ, 07424

Subscription Box

You can pay your amount dues monthly. While using the service, money will automatically be charged from your appointed account every period. Users can cancel and pause the service at any time before their upcoming billing day.  upcoming billing day is indicate in the 'My Account'-----'My Subscription' and also 'My Account'-----'My Subscription'----'Edit'-User must cancel their subscription before next billing day for each period in order to avoid billing of the next period’s Service fee to their chosen payment method. Otherwise, User will be billed again on their billing payment date and will receive the next month's box,but will not be charged again moving forward. Details see “Return Policy”. All subscription boxes are free shipping in United State. All boxes will be shipped at 23rd-25th of each month. Shipping (USPS) normally takes 1-5 buiness day, average 3days!

When the box will be shipped ?

Q - It ships the last week of each month. Our cut off time is 20th of each month. ( for example: if you placed order before July 20th, you will receive July box. if you order after 7/20. you will receive August box. August box for selling after July 20th) Normally we ship around the 23rd to the 27th of each month. ship in united state will take 1-5 business day to arrive. 

Why my order shows processing or pending?

Q - My subscription says "Processing", what does that mean?

A - Processing means that your payment has been received and your box is pending to be shipped! Remember, boxes ship out the last week of each month. So your subscription will reflect "Complete" once your box ships! You will also receive a shipment confirmation in your email!
 

I signed up for one month, why did I get billed again?

A - All of our subscriptions are automatically renewed until you click the cancellation button located in your user account.

Make purchase without an account

Q - I did not create an account when signing up for my subscription. Is there a way to link my guest account to a new account I just made so that I can manage my subscription?

A - No, unfortunately with a guest account there is no way to link it to any other accounts. If you would like to cancel your subscription on the guest account, send us an email 5 days before your next billing payment date. Please send to cancel@esianmall.com along with your name, email and order ID associated with your order.  Then you are free to resubscribe on your created account with full access to account details and changes!
 
Make one time purchase with gift card?
 
Q - why my payment is failed and indicates dismatch billing address?
 
A - Most payment gateway do not accpet gift card, becuase the gift card does not have billing address, so it can not be verified. For this reason you have to register your gift card online and update with new billing address. then you should be able to make purchase.
 
Buy one box
 
Q - Can I sign up for just one individual box?
 
A - Yes you can! Just subscribe to our monthly box, and then suspend your subscription online anytime between your next payment of the next month! Suspending you account puts your subscription on hold in case you would like to reactivate it later, but don't worry you wont be charged again until you reactivate it! You will then only be charged and shipped your first month's box.
 
Cancel and suspend subscription 
 
Q. How do I cancel my subscription? 

A. You must cancel your subscription before your next billing day for each period in order to avoid billing of the next period’s Service fee to your chosen payment method. Otherwise, you will be billed again on your next billing payment date and will receive the next month's box, but will not be charged again moving forward. By cancelling Simply login to your account at esianmall.com. From there you will see a list of active subscriptions and your next billing day---'Upcoming Payment'.  Click EDIT to get into the subscription and then click CANCEL SUBSCRIPTION. You will be billed for any subscriptions remaining in your cycle, but your subscription will not renew after that. If you have any questions whatsoever regarding cancelling please get in touch with us at cancel@esianmall.com.
 
Q - how do I cancel or suspend subscription, and what is difference between them?
 
A - Login and  Go to 'My Account'-----'My Subscription'----'Edit'--------'suspend or cancel ', more detail, look at return and cancellation ,Suspension : after you suspend the subscription, you can still reactive the suscription plan by click the reactive button in 'My Account'-----'My Subscription'----'Edit'--------'suspend or cancel ' . But if you cancel the subscription, you have to replace the new order to be able to reactive again! 
 

How to resubscribe the box if I accident cancel it ?

Q - If I accident cancel or I decide to subscribe the box again. how do I resubscribe? 

 
A - If you cancelled the subscription, you can not reactive that canceled subscripion plan. However you can start a complete new subscription plan. you can simply make a new purchase of the product you want to subscribe. or you can login to your account and go to 'My Subscription ---Edit---subscribed Item' and click 'here' to reactive 
 

 

How to change and update the address 

If you are moving to different place during the middle of subscribption plan, unfortunately we can not update the address for you. So  you have to update the address using  the following steps:   NOTE: ( you have to update the address with step:  Login and  Go to 'My Account'-----'My Subscription'----'Edit'--------'Change Shipping Address', update adress in address book wont work for subcription order)

 

 

 

Update payment method for subscriptoin

If your recent recurring payment is failed due to different reasons ( ex: unsufficient fund  in your bank account,  switch new bank card,  payment gateway downtime etc). That means you will not get this month box unless you update your payment information! To be able to keep getting our delicious monthly snack boxes or glamourous korean beauty boxes each month, you will have to update your payment method and re-submit your subscription. please follow the step below: 

 

 

 

Payment Method

EsianMall accepts major credit cards including Visa, Master Card, Discover and American Express. Orders will be charged while processing shipment. All credit card transactions will be processed through Paypal. Please confirm your billing information and the cardholder information; otherwise your transaction will be canceled. If your order is canceled or a transaction from EsianMall shows “pending” status in your account, money will not be charged. Money will be returned to your account within 3 to 7 business days (depending on the bank and the credit card).Esian Mall accepts PayPal. Please make sure that there are enough funds in your account so that your order is not delayed.

Order Checking

If you’ve registered in Esian Mall, log in to your account and click on “My Esian—My Order”

If you are signed in as a guest, please click on “Customer Service—Order Checking” at the bottom of the homepage. You will have to type in the order number, your last name and either the E-mail address you entered while ordering or zip code to confirm your shipping information.

Information Update

             If you want to update any information regarding your account information, including address information, order information, or ordering service, please log in to your profile

Do you work with Youtubers, Instagrammers and bloggers?

Yes, we do. If you are interested, please send us an email to support@esianmall.com.  Telling us more about you and your channel/page, including number of followers/viewers and your monthly stats. At the moment, we are only working with US-based Youtubers, Instagrammers and bloggers.