FAQ

1. About Westarden

What is Westarden?

Westarden is an online home décor and interior furnishing store. We offer indoor home décor, decorative accents, soft furnishing accessories, selected furniture, and specialty interior items for residential spaces.

Who operates Westarden?

Westarden is operated by Beijing Baiyue Yuntao Technology Co., Ltd.

Where is your business office located?

Our business office is located at:

Room 611, 6/F, Building 1, No. 3 Shilong North Road, Mentougou District, Beijing, China

Do you have a physical showroom?

Westarden currently operates as an online store. We do not operate a public retail showroom at this time.

Do you have a U.S. warehouse?

Some orders may be supported through our U.S. warehouse partner.

U.S. Warehouse Partner:

Dock32 — 43.14909 Summit Dr, Eastvale, CA 92880, United States

This warehouse partner address is used for fulfillment support only. It may not be the correct address for returns, customer correspondence, or product shipments sent by customers. Please contact us before sending any item or document.

2. Orders and Checkout

How do I place an order?

You can place an order directly through westarden.com. Add the item to your cart, proceed to checkout, enter your shipping and billing information, and complete payment through the secure checkout page.

What currency do you use?

All transactions on westarden.com are processed in United States Dollars, also known as USD.

When is my payment charged?

Your payment is authorized and charged at the time of purchase.

Will I receive an order confirmation?

Yes. After checkout, you will receive an order confirmation email containing your order details.

Can I request an invoice or receipt?

Yes. If you need a formal invoice or receipt, please contact us at support@westarden.com with your order number.

Can I change my order after placing it?

If you need to change your order, please contact us as soon as possible at support@westarden.com. Order changes cannot be guaranteed once the order has entered processing, packing, dispatch preparation, production, or shipment.

3. Payment and Billing

What payment methods do you accept?

Westarden currently accepts the following payment methods where available at checkout:

Visa

Mastercard

American Express

Discover

Diners Club

PayPal

Google Pay

Shop Pay

Available payment methods may vary depending on your device, browser, location, payment provider availability, and checkout settings.

Is checkout secure?

Yes. Westarden uses SSL encryption to help protect information transmitted between your browser and our store. Payments are processed through secure PCI-compliant third-party payment providers.

Do you store my credit card information?

No. Westarden does not store full credit card numbers on its own servers.

Are there hidden charges after checkout?

Westarden does not add hidden product charges after checkout. The amount confirmed at checkout is the amount charged by Westarden for the order, unless the customer later requests additional services, changes, delivery upgrades, redelivery, special handling, or other separately confirmed adjustments.

Do customers pay import duties for U.S. deliveries?

Orders shipped within the United States do not require customers to pay additional import duties to Westarden upon delivery.

Are taxes included?

Any applicable taxes will be displayed at checkout where required. The final amount shown before payment confirmation is the amount charged by Westarden for your order.

4. Shipping and Delivery

Where do you ship?

Westarden currently ships to the contiguous United States, also known as the 48 states.

Do you ship to Alaska, Hawaii, Puerto Rico, Guam, or U.S. territories?

No. We currently do not ship to Alaska, Hawaii, Puerto Rico, Guam, or U.S. territories.

Do you ship to P.O. boxes or APO/FPO military addresses?

No. We are unable to ship to P.O. boxes or APO/FPO military addresses.

Is standard shipping free?

Yes. Standard shipping to the contiguous United States is free.

What is your order cut-off time?

Our order cut-off time is 2:00 PM Pacific Time, Monday through Friday.

Orders placed before the cut-off time begin processing on the same business day. Orders placed after the cut-off time, or on weekends and public holidays, begin processing on the next business day.

How long does delivery take?

Delivery time depends on the product type.

Certain oversized, specialty, handcrafted, or made-to-order products may require additional preparation time. If additional time is needed, we will notify you by email.

Will I receive tracking information?

Yes. A shipping confirmation email will be sent once your order ships. Tracking information may take up to 48 hours to become active in the carrier’s system.

Why is my tracking number not updating?

Tracking information may take up to 48 hours to appear after the shipping confirmation email is sent. If your tracking has not updated after 48 hours, please contact us at support@westarden.com.

What if my delivery is delayed?

Most orders arrive within the estimated delivery window. Delays may occasionally occur due to severe weather, carrier disruptions, public holidays, high shipping volume, warehouse routing delays, or unexpected logistical events.

If your order is significantly delayed beyond the estimated delivery window, please contact us at support@westarden.com so we can review the order status and provide an update or appropriate solution.

5. Large Item Delivery

How are large furniture or specialty items delivered?

Some large furniture, oversized décor, or specialty home items may be delivered by freight or scheduled carrier service.

Will the carrier contact me before delivery?

For large item deliveries, the carrier may contact you to arrange a delivery appointment. Please make sure your phone number and email address are accurate and reachable.

Does someone need to be home for delivery?

For large item deliveries, an adult may be required to be present at the delivery address to receive and inspect the shipment.

Am I responsible for delivery access?

Yes. Customers are responsible for making sure the delivery address is accessible for the carrier, including entry roads, gates, building access, elevators, and receiving areas where applicable.

What happens if I miss a delivery appointment?

Additional carrier or redelivery fees may apply if a delivery appointment is missed.

6. Address Accuracy and Failed Delivery

Can I change my shipping address after placing an order?

Please contact us as soon as possible at support@westarden.com if you notice an address error. Address changes cannot be guaranteed once an order has entered processing, packing, or shipment preparation.

What happens if I provide an incorrect address?

Customers are responsible for providing a complete and accurate shipping address at checkout. Westarden is not responsible for delivery delays, failed delivery, redelivery fees, or package loss caused by incorrect, incomplete, or outdated shipping information provided by the customer.

What happens if my package is returned because of a customer-related issue?

If a package is returned to the warehouse due to an incorrect address, missed delivery appointment, refusal without approval, or another customer-related reason, Westarden will contact the customer regarding available options. Additional shipping, redelivery, storage, return freight, or restocking fees may apply according to our Shipping Policy and Return & Refund Policy.

Should I refuse delivery if I no longer want the item?

No. Please do not refuse delivery without contacting Westarden first. Unauthorized delivery refusal may delay refund processing and may result in carrier-charged return freight costs and applicable restocking fees.

7. Returns and Refunds

What is your return window?

Westarden accepts eligible returns within 30 days from the delivery date.

Do I need approval before returning an item?

Yes. Return approval is required before sending any item back. Please email support@westarden.com to request return authorization.

Where should I send my return?

The return address may vary depending on product type, warehouse routing, and carrier requirements. Westarden will provide the correct return address after your return request is reviewed and approved.

Please do not return products to the original shipping address, U.S. warehouse partner address, or any address listed on the website unless our customer service team has provided written approval.

What items are eligible for return?

Eligible items must be unused, undamaged, in resalable condition, and securely repacked in the original packaging with all parts, accessories, protective foam, cartons, or crates where applicable.

What items are not eligible for return?

Items may not be eligible for return if they are used, stained, scratched, altered, damaged, missing parts, missing accessories, returned without approval, or not securely packed. Custom-made or personalized items are not returnable unless damaged, defective, or incorrect.

Who pays for return shipping?

For personal preference returns, customers are responsible for return shipping costs.

For confirmed damaged, defective, missing, or incorrect items caused by shipping or fulfillment issues, Westarden will cover the related return shipping cost where a return is required.

Do you charge a restocking fee?

A 15% restocking fee applies to customer-responsible returns, including change of mind, color preference, style preference, size preference, measurement error, or ordering the wrong item.

Westarden does not charge a restocking fee for confirmed damaged, defective, missing, or incorrect items caused by shipping or fulfillment issues.

When will I receive my refund?

After the returned item is received, warehouse inspection usually takes 3–5 business days. Approved refunds are issued to the original payment method. Banks and payment providers usually require 5–10 business days to post the refund back to your account.

Can my refund be reduced?

For customer-responsible returns, original shipping charges, return shipping costs, carrier fees, and applicable restocking fees may be deducted where applicable. If an item is returned used, damaged, incomplete, or unsellable, the refund may be reduced or refused after inspection.

8. Damaged, Defective, Incorrect, or Missing Items

What should I do if my item arrives damaged?

Please contact Westarden within 72 hours of delivery at support@westarden.com.

What information should I provide?

Please include:

Order number

Clear product photos

Outer packaging photos

Shipping label photos

Description of the issue

What solution will Westarden provide?

For confirmed shipping damage, manufacturing defects, incorrect items, or missing components, Westarden will provide an appropriate resolution. This may include replacement parts, a replacement item, or a refund depending on the situation.

Do I need to keep the packaging?

Yes. Please keep the original packaging, protective foam, carton, crate, and shipping label until the issue is reviewed. These materials may be required for carrier claims, replacements, returns, or damage verification.

9. Fragile Home Décor Items

How should I inspect fragile items?

For fragile home décor items, including vases, glass vessels, ceramic décor, plaster décor, decorative objects, and similar products, please inspect the item shortly after delivery.

Can fragile items be returned?

Fragile items may be returned if they meet the return eligibility requirements. The item must be unused and free from water marks, scratches, chips, cracks, stains, or other damage.

How should fragile items be packed for return?

Fragile items must be carefully repacked using the original protective foam, carton, inner packaging, or crate where applicable.

If an item is damaged during return transit due to insufficient packaging, the customer may be responsible for the loss or reduced refund amount.

10. Order Cancellations

Can I cancel my order?

You may request cancellation by contacting support@westarden.com as soon as possible.

Can I get a full refund if I cancel?

Orders may be eligible for full refund if canceled before dispatch, shipping preparation, production, or shipment.

Can I cancel after the order has shipped?

Once an order has shipped or entered dispatch preparation, it cannot be canceled directly. You may request a return after delivery under our Return & Refund Policy.

Can custom-made or personalized orders be canceled?

Custom-made or personalized orders cannot be canceled after production begins unless the item is damaged, defective, or incorrect.

11. Product Information

Are product colors exactly the same as shown online?

We aim to display product colors, materials, textures, finishes, and details as accurately as reasonably possible. Actual appearance may vary slightly due to monitor settings, lighting conditions, photography, natural material variations, handcrafted details, manufacturing tolerances, or batch differences.

Are product dimensions exact?

Product dimensions are approximate unless otherwise stated. Customers are responsible for reviewing product measurements before purchase.

What if I ordered the wrong size?

Ordering the wrong size is considered a personal preference return or measurement-related return. The customer is responsible for return shipping costs, and a 15% restocking fee may apply according to our Return & Refund Policy.

12. Privacy and Data

How does Westarden protect my personal information?

Westarden uses SSL encryption to help protect information transmitted through our website. Customer information is accessible only to authorized personnel and trusted service providers when necessary to operate our business.

Do you sell customer personal information?

Westarden does not sell customer contact details or personal information for direct monetary compensation.

Do you store full credit card numbers?

No. Westarden does not store full credit card numbers on its own servers. Payments are processed securely by third-party payment providers.

How can I submit a privacy request?

For privacy-related requests, data access requests, correction requests, deletion requests, or opt-out requests, please contact us at support@westarden.com.

For applicable U.S. state privacy opt-out requests, you may use the subject line:

CCPA Data Opt-Out

13. Contact and Customer Support

How can I contact Westarden?

You can contact us by email or phone.

What should I include when contacting customer service?

For faster assistance, please include your order number, the email address used at checkout, and a clear description of your request.

For damaged, defective, incorrect, or missing items, please also include clear product photos, packaging photos, and shipping label photos.

Can I send returns or documents to your business office or U.S. warehouse partner?

Please do not send returns, products, documents, or written notices to our business office or U.S. warehouse partner address without written approval from Westarden.

For approved returns, our customer service team will provide the correct return address after reviewing your request.

14. Company Information

Last Updated

June 2026