- Do you offer a wholesale discount for bulk buying?
- Tracking Order
- Ordering Guidance
- How long does it take for my order to ship?
- Where is my order?
- Can I make changes to my order?
- Why I didn’t get an email about my order delivery?
- How can I cancel my order?
- How to change/modify billing address?
- What should I do if I did not receive a confirmation email?
- Shipping Info
- What countries or regions do you ship to?
- I still haven’t received my package. Where is my order?
- Why was my package returned?
- Why was my order divided into two or more packages?
- Why hasn't my shipping information been updated?
- What if I am not at my shipping address?
- Are there any additional fees involved in shipping?
- What if I don't want it because of the customs taxes?
- Why it shows that my tracking number is invalid?
- About Shipping Addresses
- Return Policy
- Our Guarantees
- I've returned my item; how soon will I receive my refund?
- How do I return an item?
- What to do if my refund is wrong?
- What items cannot be returned?
- Why didn't I get my full refund?
- Have you received my returned items?
- What payment methods are available in my country?
- Why my payment was declined?
- Why do I need to verify my payment of my order?
- Can I use more than one coupon/offer at a time?
- Can you refund the price difference?
- What should I do if my promotion code isn't working?
- Can I use one more than one discount?
- Am I able to be refunded the difference for a discount item?
- Payment Methods
- Terms & Use
- Privacy Policy
- Copyright Notice
- Contact Customer Care
- About Us
- Where are your products sent from?
- Where can I find your latest products?
- Cookie Policy
Our Return Policy
We want you to love everything you buy from us. But if something doesn’t work out, we’re here to help. Below is an easy-to-follow guide to how returns work at Kwoking.
1. How to Start a Return
You have 30 days from the day each item is delivered to request a return.
Just email us at Kwoking@support.com —please don’t ship anything back before we approve it.
Once you contact us, we’ll send:
A checklist showing what photos/videos we need
Instructions for your case
The correct return address
*Returns sent without approval or to the wrong address can’t be processed, so always reach out first.
2. If Your Order Arrives Damaged
We’re really sorry when this happens. Please contact us within 7 days so we can fix it quickly.
What to send us:
Your order number
A short explanation
Photos/videos of the damage
Photos of the box
Keep all packaging until we finish the review
What we’ll do for you:
Send replacement parts
Send a brand-new item
Offer an alternative product
Arrange a refund
And all of this is completely free for you.
Please don’t book repairs on your own; we can’t reimburse costs without prior approval.
3. If You Received the Wrong Item
Let us know within 7 days and we’ll sort everything out.
We’ll need:
Photos/videos of what you received
Photos of all box labels
The packaging kept as is
We may:
Reship the correct product
Pick up the incorrect one
Let you keep or dispose of the wrong item
Offer a refund or exchange
Cost to you: 0
4. Missing Parts or Missing Items
If anything is missing, tell us within 7 days.
Send us:
Order number
Photos showing everything you received
A flat-lay photo showing all included parts
Photos of the packaging and label
We’ll replace missing items or parts, resend the full product, or offer a refund.
5. Delivery Problems Due to Incorrect Address
If the carrier returns your parcel because they couldn’t reach you or the address was incorrect, please contact us.
You can choose to:
Have it shipped again to a corrected address
Request a refund after it arrives back at the warehouse
Note:
Warehouses can only store returned parcels for 14 days for free
Long-term storage fees may apply
After 30 days, unclaimed items are treated as abandoned and can’t be refunded
Freight shipments requiring a delivery appointment may charge re-delivery fees if the appointment is missed.
6. Changed Your Mind? No Problem.
You may return items that are unused, unassembled, and still in original packaging within 30 days.
What you’ll need to do:
Keep everything in new condition
Use the original packaging
Send us photos
Your cost:
Return shipping + handling (up to 20%)
A $59 repackaging fee if the original packaging is missing
Once we receive the item in good condition, we’ll send your refund or arrange an exchange.
Items We Can’t Take Back
Custom-built / made-to-order items
Items marked as “Non-returnable”
Products that have already been installed or assembled (unless returning with restocking fees)
Unauthorized returns can’t be processed.
Cancellation Policy
Please note: Our commitment to delivering quality products at competitive prices involves a lengthy and costly preparation and inspection phase.
For this reason, all order cancellations will incur a handling fee, regardless of the shipment status, to cover necessary expenses related to warehouse coordination, order processing, and—for dispatched items—logistics management.
To avoid cancellation fees, we strongly encourage customers to request an order change prior to shipment. We will process item updates at no extra cost, though the customer remains responsible for any variance in item pricing.
Please review the following guidelines carefully:
Process for Cancellation Prior to Payment
Access your "My Account" and select the "My Orders" section.
Click on the specific order number you wish to discontinue.Confirm the cancellation by clicking "Delete this order."
Fees for Cancellation Before Shipment
For requests made within 48 hours of order placement: A 10% handling fee (Order Total Price*10%).
For requests made 48 hours or more after order placement: A 20% handling fee (Order Total Price} *20%).
Crucial Note: Once the order dispatch process is complete, cancellation requests cannot be honored.
Fees for Cancellation After Shipment Initiation
If cancellation is requested 48 hours or more after order placement and shipping has begun:
We will initiate an immediate attempt to intercept the package.
Outcome 1: Successful Interception
A 50% handling fee (Order Total Price*50%) will apply, in addition to all non-refundable shipping costs.
Outcome 2: Failed Interception
A 60% handling fee (Order Total Price*60%) will apply, in addition to all non-refundable shipping costs.
Refund Timing
We start processing refunds 2–4 business days after your return is approved.
Timing depends on your payment method:
PayPal: Usually fast
Credit cards & Apple/Google Pay: May take up to one billing cycle
Bank transfers: We’ll need your bank details to process the refund
Chargebacks slow down refund processing, so please reach out to us first if anything seems off.
Missed the Deadline?
Don’t worry—contact us anyway.
We’ll check what’s still possible and offer the best solution available.
