1. I can't log in to my account?
Please try clearing your browser's cache and cookies. Our website performs best using Google Chrome. We recommend you use the latest version of Chrome. If you need to reset your password you can do so on the login page. If this doesn’t work, please get in touch with us at kkservice@kkonline.com.

2. Can I change my order after it has been placed?
We are unable to make changes to orders once they have been placed. We can cancel and refund you if your orders have not been marked as dispatched.

3. When will my order ship?
Orders are usually dispatched within 48 hours after being placed. During flash sales or holidays, orders can take longer to ship.

4. Do not satisfied with the product?
We offer a 14-day return policy for every product. But if it is not a quality problem, you need to pay the shipping cost, we ask for your understanding.

5. What if I received the wrong item?
We apologise for the inconvenience, kindly suggest you contact manual service to check for details if necessary. Note: here is some info needed:

1).picture of the wrong item you received. 2)Item ID or Item SKU of the original item. (You can find the SKU number in the description of the item)

6. Why is my voucher code not working?
We're sorry to hear your code isn't working, you'll need to check that you're not trying to use more than one code per order and that your item isn't excluded.

7. Why am I having problems accessing the checkout?
If you're having problems accessing the checkout or any part of our website, then please get in contact with our Customer Service team via the 'LiveChat' section so we can fix this for you.

8. I have forgotten my password. What should I do?
Don't worry, if you visit our log-in page and select 'Forgot your password?' then you can enter the email address registered and we'll send you instructions on how to get this reset.

9. Login issues？

Please try clearing your browser's cache and cookies. Our website performs best using Google Chrome. We recommend you use the latest version of Chrome. If you need to reset your password you can do so on the log in page. If this doesn’t work, please get in touch with us at kkservice@kkonline.com

10. Didn’t receive the package？

I would recommend you speak to someone at the local post office about the problem and see if they can find out what happened or see if the package is in your neighbour's mailbox. You can also contact 62813-8165-7869 by phone. If it doesn't work either. You can send an email to our email address (service@kkonline.com.). We will provide a solution.

11. Do not satisfied with the product？

We offer a 14-day return policy for every product. But if it is not a quality problem, you need to pay the shipping cost, we ask for your understanding.

12. Order cancel

Could you please state the order number? Would you like to cancel the entire order or just part of it?

13. About shipping？

We ship according to the time of order. The sooner you place an order, the sooner we can ship it for you.

14. Why there is no tracking updated?

When orders are shipped from our warehouse, it needs days to arrive in your country by plane first.

There is no updated information for your package as it is in transit to the shipping company's next facility. Sometimes the tracking information will not be updated for a couple of days because the package is in transit. Once the package arrives at the local, the order status will be updated immediately.

Note: Due to the influence of the COVID-19 epidemic, there is a shortage of global transport resources which may delay your order for several days.

15. I have a payment problem with my order. What should I do?

If you're seeing the status 'Payment Problem' on one or more of your orders then this means that we need you to check the payment information that has been submitted.

Click on the order and you should see an option to resolve the problem. Before re-entering any card details you'll need to make sure that the expiry date and billing address are correct. We also recommend checking funds in the account.  If you've done all that and still can't fix the problem then please contact our Customer Service team by visiting the 'Still need help?' section.