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FAQ

Frequently Asked Questions

Orders:

  1. How do I place an order? To place an order, simply browse our website, select the desired items, and add them to your cart. Proceed to checkout, where you'll enter your shipping and payment information to complete your purchase.

  2. Can I make changes to my order after it's been placed? Unfortunately, once an order has been placed, we are unable to make changes to it. Please double-check your order details before completing your purchase.

  3. How can I use discount codes? During checkout, you'll have the option to apply any discount codes you may have. Simply enter the code in the designated field and click "Apply" to see the discount reflected in your total.

Products:

  1. How do I determine the right size for me? We highly recommend consulting our sizing charts, which can be found on each product page. Measure yourself according to the guidelines provided to select the correct size for your body type.

Payment:

  1. What payment methods do you accept? We accept a variety of payment methods, including credit/debit cards, PayPal, and other secure payment gateways. All transactions are processed securely to ensure your information remains safe.

Pre-Order Shipment and Delivery:

  1. How long does it take to receive my order? The estimated shipping date for pre-ordered items will be provided once we have a scheduled shipping time. This date is subject to change based on production schedules and availability. We are unable to expedite shipping or offer express shipping due to our business model, please be sure to email us at: service.shopkoiie.com to inquire if an item will ship in time for an upcoming event or engagement.

  2. How can I track my order? Once your order has been shipped, you'll receive a shipping confirmation email with a tracking number. You can use this number to track the status of your package through the carrier's website.

Returns and Refunds:

  1. What is your return policy? We offer a full refund on unworn and unwashed items returned within 14 days of delivery and 30 day returns for store credit or exchange on unworn, unwashed items. Please note that we do not accept returns on final sale merchandise. 

  2. How do I return or request a refund? To request a refund or initiate a return, you can click on the returns link found on our navigation menu and enter in your order details. Once your return is received and processed, we will issue a refund to your original payment method. For any assistance with the return process, reach out to us at: service@shopkoiie.com.

Customs and Duties:

  1. Do I have to pay customs or import duties on my order? Shipments from our warehouses are delivered duty unpaid, meaning any customs or import duties are charged once the parcel reaches its destination country. Customers are responsible for paying these charges.

Contact Information:

For any further inquiries or assistance, please don't hesitate to contact us at service@shopkoiie.com. Our customer service team is available to help you during our business hours.

Thank you for shopping at Koiie!