Shipping FAQ

1. Do you ship internationally?

Yes, we ship to every country in the world.

2. How much does shipping cost?

Shipping is free.

3. How long does it take to receive my order?

It takes 2-5 days to process and ship your order. Once your order has been shipped, we will send you an email that contains the tracking number. You can use this number to keep track of your package until it arrives.

It usually takes 2-3 weeks for US & some European customers to receive their orders, whereas other international customers will receive their orders within 3-6 weeks.

To know the exact shipping time, email us at  support@thekpoplab.com.

4. Can I track my order?

Yes. Once we've shipped your order, we'll send you a confirmation email that contains the tracking number.

5. When will I receive my shipment confirmation and tracking number?

Immediately after placing your order, you will receive an order confirmation email. After this, it will take 2-5 days to process your order and ship it. Once shipped, we will send you a second email that contains the shipping information and the tracking number.

Please allow up to 5 days to receive the second email. If you do not receive it within 5 days, do not hesitate to contact us at  support@thekpoplab.com.

6. I did not receive the shipping confirmation email and tracking number. Where is it?

Please allow up to 5 days to receive the shipping confirmation email. If you do not receive it within 5 days, make sure that you've checked the Spam folder. If it's not there, please send us an email at support@thekpoplab.com so that we can follow up on your order.

7. My tracking says "no information available at this moment".

For some logistics companies, it usually takes 2-5 business days for the tracking information to get updated on their system. If 5 days has passed and you are still getting the same message, please do not hesitate to contact us at support@thekpoplab.com.

8. What about possible customs fees?

We are not responsible for any customs fees once the items have been shipped. By purchasing our products, you consent that one or more packages may be shipped to you and may get customs fees when they arrive at your country (this happens very rarely).

9. Why am I getting seperate packages/tracking numbers?

In some instances, an order may be split into different packages for any of the following reasons: 

- Different designers/warehouse location (we work from multiple warehouses to bring you the best selections at affordable prices)
- Certain items may be on back order
- Weight restrictions for regular shipping imposed by the post office 

 

RETURNS FAQ

How do I return an item?

If you are not happy with your purchase and wish to return an item, please contact us within 30 days from receiving your order. Please provide your order number as well as the reason for your return. Our customer service team will review the return request and will send further instructions if the return is approved.

For a list of final sale items, please see our Returns Policy. All returns must be in original condition with packaging intact.

Will shipping be covered for my returns?

All return shipping fees and other miscellaneous fees are the responsibility of the customer.

What if the item(s) I received are defective/incorrect/damaged?

Please contact us within 7 days from receiving your order if you received merchandise that is incorrect, missing, and/or defective. Please include your order number, photographs of the item(s) and all related references upon receiving your package. We will do our very best to resolve your case as soon as possible.

How long is the returns process?

Processing returns may take up to 14 business days from the day we receive your return. We will email you to confirm once your return has been processed.

When will I receive my refund?

All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 7-10 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account.

If you haven't received a credit for your return yet, here's what to do: Contact the bank/credit card company. It may take some time before the refund is posted to your account.