Shipping, Delivery & Exchanges
SHIPPING AND DELIVERY
When will I get my order?
For every order, no matter what country you are purchasing from, we perform at our maximum to aim at having your product in your hands within 7-15 business days. However, to avoid any disappointments or inconveniences, (in case a purchased product was needed for a certain & specific date) we state that you should expect your purchase to arrive within 10-30 days. But, please note that for the past 4 years of business - we have had 85% of packages arrive to customers, regardless of the country, within 15 business days at maximum.
How do I get my refund?
Claim a refund within 365 days of the date of purchase (some exceptions apply, such as intimate products & short-life electronics) by visiting our Returns Center here, inputting your order number & receiving your return label or return address. You will receive the address to return the product to, and once it has been received by our warehouse, you will be refunded & followed up with via e-mail or phone call. It is highly recommended to ship products back with a valid tracking number, to avoid any delays and confusions.
Please note - we cannot cover shipping expenses. Exceptions are made in case it is an in-house problem - such as incorrect product, wrong color, size etc.. Do not hesitate to reach out to us via e-mail email@example.com.
Is there anywhere you cannot ship products to?
We ship to all countries around the world, except Iran, North Korea, Syria & countries facing issues. If we cannot ship to your country, or region, or location - you will receive an e-mail approximately 1 business day from your order date, and refunded the total amount.
You said you refunded me, but how come I don't see it on my credit card statement?
All credit cards require 5-10 business days to batch refunds in the system. This means it will take 5-10 business days to show up on your credit card statement, or online banking statement. Rest assured, if our team has processed your refund, it has been refunded and sent back to your payment method. If it has passed 10 business days, and you do not see it on your statement as refunded, please reach out to us & we'll get you sorted via e-mail firstname.lastname@example.org
We are proud to offer international shipping services that currently operate in over 200 countries and islands world wide. Nothing means more to us than bringing our customers great value and service. We will continue to grow to meet the needs of all our customers, delivering a service beyond all expectation anywhere in the world.
How do you ship packages?
Packages from our warehouse in China will be shipped by ePacket or EMS depending on the weight and size of the product. Packages shipped from our US warehouse are shipped through USPS.
Do you ship worldwide?
Yes. We provide free shipping to over 200 countries around the world. However, there are some locations we are unable to ship to. If you happen to be located in one of those countries we will contact you.
What about customs?
We are not responsible for any custom fees once the items have shipped. By purchasing our products, you consent that one or more packages may be shipped to you and may get custom fees when they arrive to your country.
How long does shipping take?Shipping time varies by location. These are our estimates:
|Location||*Estimated Shipping Time|
|United States||10-30 Business days|
|Canada, Europe||10-30 Business days|
|Australia, New Zealand||10-30 Business days|
|Central & South America||10-30 Business days|
|Asia||10-30 Business days|
|Africa||15-30 Business days|
Do you provide tracking information?
Yes, you will receive an email once your order ships that contains your tracking information. If you haven’t received tracking info within 5 days, please contact us.
My tracking says “no information available at the moment”.
For some shipping companies, it takes 2-5 business days for the tracking information to update on the system. If your order was placed more than 5 business days ago and there is still no information on your tracking number, please contact us.
Will my items be sent in one package?
For logistical reasons, items in the same purchase will sometimes be sent in separate packages, even if you've specified combined shipping.
If you have any other questions, please contact us and we will do our best to help you out.
REFUNDS & RETURNS POLICY
All orders can be cancelled until they are shipped. If your order has been paid and you need to make a change or cancel an order, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be cancelled.
Your satisfaction is our #1 priority. Therefore, you can request a refund or reshipment for ordered products if:
- If you did not receive the product within the guaranteed time( 45 days not including 2-5 day processing) you can request a refund or a reshipment.
- If you received the wrong item you can request a refund or a reshipment.
- If you do not want the product you’ve received you may request a refund but you must return the item at your expense and the item must be unused.
We do not issue the refund if:
- Your order did not arrive due to factors within your control (i.e. providing the wrong shipping address)
- Your order did not arrive due to exceptional circumstances outside the control of Qokoz.com(i.e. not cleared by customs, delayed by a natural disaster).
- Other exceptional circumstances outside the control of https://qokoz.com
*You can submit refund requests within 15 days after the guaranteed period for delivery (45 days) has expired. You can do it by sending a message on Contact Us page or contacting email@example.com.
If you are approved for a refund, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days. Please wait for the refund to appear on your credit card statement, which will take up to 10 days. You will still receive an official confirmation that it has been refunded.
If for any reason you would like to exchange your product, perhaps for a different size in clothing. You must contact us first and we will guide you through the steps.
Please do not send your purchase back to us unless we authorize you to do so from the Returns Center.