FAQ – Frequently Asked Questions
Q1: How do I place an order?
A: Simply browse our products, add your selected items to the cart, and proceed to checkout by following the steps to complete your payment and delivery details.
Q2: Do I need to create an account to shop?
A: No, you may check out as a guest. However, creating an account allows you to track your orders and access exclusive member offers.
Q3: Can I modify or cancel my order after placing it?
A: Please contact our customer service at cs@kokorostyle.com as soon as possible. We will do our best to accommodate your request if the order has not yet been processed.
Q4: Do you ship internationally?
A: Currently, we only offer delivery to Hong Kong and Macau. For customers outside these regions, you may arrange delivery to a consolidation warehouse in Hong Kong for final export. Please contact our customer service to confirm shipping and tax-related matters if needed.
Q5: How can I check my order status?
A: After placing your order, you will receive a confirmation email.
Your order will be shipped via SF Express (unless otherwise specified).
Once your package has been dispatched, a notification with tracking details will be sent to you.
You can track your order using the link below:
👉 https://htm.sf-express.com/hk/en/dynamic_function/waybill/
Q6: How long will it take to receive my order?
A: We usually require 3 business days to prepare your order. Delivery by SF Express typically takes 3–7 days for Hong Kong and 7–14 days for Taiwan. Please allow extra time during peak seasons.
Q7: What is your return and exchange policy?
A: You may request an exchange for the same item within 3 days of receiving your order. The customer is responsible for return shipping fees. For non-defective items or reasons unrelated to quality (e.g., size, color), a 20% handling fee will be charged if a return is approved. All returns must be in original condition with tags and packaging. We do not accept returns without valid reasons.
Q8: Can I request a refund?
A: Refunds must be requested before the item is shipped. Once shipped, only exchanges are allowed under our policy. Refunds will be issued to the original payment method.
Q9: What payment methods are accepted?
A: We accept credit cards, PayPal, Apple Pay, Google Pay, Octopus, Alipay, Alipay HK, WeChat Pay, and FPS.
Q10: Are taxes included in the product prices?
A: All listed prices are exclusive of any taxes or customs duties. If your shipping destination imposes taxes, they must be handled and paid by the customer.
