Got Questions? Here’s Everything You Need to Know

1. When will my order be processed?

All orders at store.lionfile.com are processed only after full payment is received. Once payment is confirmed, we aim to fulfill your order within 1 to 3 working days, depending on stock availability.
If there's any unexpected delay (e.g. stock issues), we’ll notify you via email or whatsapp.

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2. How long does delivery take?

After your order is packed and dispatched, you'll receive a tracking link via email at your registered email address to monitor your parcel.
Delivery typically takes 2 to 4 working days, depending on the destination and courier service. Please note: delays may happen during high-volume periods, festive seasons, public holidays, or due to weather conditions.

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3. Can I return a product if I ordered the wrong item?

Unfortunately, we do not accept returns for items you ordered incorrectly. Please review your cart carefully before checkout, as customers are responsible for their order selections.

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4. What if the product I received is defective or broken?

We’re here to help! If your item arrives defective or broken, we’ll replace it free of charge (including shipping).
Just email store@lionfile.com with the following info:

* Order no:
* Contact no:
* Product to return or exchange:
* Reason for return or exchange:
* Photo of the defective product

📌 No need to ship the defective item back to us. We'll investigate and send your replacement within 5 working days.

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5. Do you offer refunds?

We operate on a strict no-refund policy. However, if a refund is needed under exceptional circumstances, it will be processed within a few working days by our accounts team. Refunds will be returned to your original payment method.

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6. How can I contact Lion File for help?

We're happy to assist!
📧 Email us at store@lionfile.com
📞 Call us: +604 - 489 3262