FREQUENTLY ASKED QUESTIONS
Shopping & Ordering
Q: Do I need to have an account to order?
A:No, you can also place an order as a guest. But, there are some perks if you have an account with us: Quick checkout process; Easily view your order status and order history; Receive updates detailing our new releases and special promotions.
Q: How do I make a purchase?
A: Browse the site, then simply select the size, color and quantity needed on the product page and then click 'ADD TO CART' button. Once you have all your desired items added into your Shopping cart, simply click the 'CHECKOUT' button. You will then be asked to sign in or register. Next, enter any coupon codes that you may want to use. Then, you will be directed to fill in your Billing and Shipping address. Finally, select the shipping method and payment method you prefer, then click 'CONFIRM ORDER'. Through our payments partner's page or form, you will securely input the payment information of your choice. Once the order is successfully placed, you will be given an order number, as well as receiving an order confirmation email through your registered email address containing the contents of your order for your reference.
Q: How do I use a Coupon Code when placing my order?
A:To redeem a Coupon Code, please input the text code into the box named 'Coupon Code' in the checkout page, then click 'Apply Coupon'. Please note that promotion code may not be used in conjunction with other offers.
Q: I am having issue using the Coupon Code. What do I do?
A: Please check whether: i) the coupon code as expired; ii) coupon code is for one time use only; iii) each order can only use one coupon code; iv) coupon code may not be valid for “Sales & Clearance” items; v) store credit and coupon code cannot be used in conjunction in an order. If you are still having issues after checking these points, please contact us at firstname.lastname@example.org.
Q: How do I set my shipping address?
A: Since our website and service are based on English, all the information that you typed in is required to be English input method, including punctuations. If certain letters of your address contain Non-English letters, you are advised to use the similar English ones instead. For example, you may change letter "?" to "c".
Q: Can I amend my order after it has been confirmed and paid for?
A: Usually, In order to ensure our processing time is fast we are unable to amend any orders as any amendments will cause delay in the delivery of your order.
However, if your package is not dispatched yet, You could contact us to help you. Our Email: email@example.com
- Can I cancel my order if I changed my mind?
A: You may cancel your order when the order is still in processing status.
Q: I reached out via email, but I haven't received a response in over 2 business days. What now?
A: We apologize if this has happened. However due to certain situations such as shopping sales period and public holidays, our customer service team may take an extra few days to respond due to the volume of inquiries. We do our best to answer all the messages with 24 - 72 working hours (Monday to Friday, not including public holidays). From time to time our replies may end up in your spam folder. Please also check your spam folder in your email as well.
Q: What types of payment method may I use?
A: We currently accept Paypal to ensure you having a smooth, secure and safe checkout process. You must register a Paypal account to checkout. For details, please click Payment Information.
And we may accept more other payment in the future, you can check it in our Payment Information page .
Q: Why does my order status show 'Payment Pending'?
A: PayPal will process your payment immediately. However there may be some delay when the payment is still processing by PayPal. In these circumstances Payment Pending status will be seen. However rest assured as long as your PayPal checkout was complete, your order's payment will successfully be processed and the order status will be changed accordingly.
Q: I made a payment but I haven't received any email confirmation. What to do now?
A: As soon as we confirm payment is successfully received, your order will be processed, and you will receive a confirmation email via your registered email address on your order. If you do not receive a confirmation email within 48 hours, please check your spam folder in your email in case the confirmation email has landed in your spam folder. If you are a registered member with us, you can also log in to 'Your Account' to check your order status. If any further assistance is needed on these email issues, please contact our via Email.
Shipping and Delivery
Q: Where do you ship my items from?
A: We process and ship all orders from our Hong Kong or Shenzen warehouse Monday through Friday, (excluding holidays). Once your order is shipped, you will receive an email with your tracking information.
Q: Where do you ship to?
A: We currently ship to the United States. Please note that for shipping to remote areas, additional shipping costs could be charged by the courier company. This charge is borne by you and is calculated in the Checkout page.
Q: How much is the shipping?
A: We offer standard shipping service. For more details on our shipping service, please refer to Shipping Policy page.
Q: How long will it take to receive my order?
A: The estimated delivery time of your order is the total of estimated order processing time plus the estimated shipping time of the shipping method. In general, it takes normally between 15 to 25 working days to deliver your order with the Standard Shipping Service, after order processing period. Order processing period varies for each order and depends on product availability status of the items you order. You may refer to Shipping Policy page for details on order processing time. However, under unforeseen circumstances, delivery time can differ and take longer during shopping sale periods, Hong Kong public holidays, and extreme weather conditions.
Q: What couriers will be used to ship my order?
A: We will use its discretion to determine the best courier for each order and also reserves the right to change courier without prior notice.
Q: How do I track my orders?
A: Once your order is shipped, you will receive a “Dispatched” email with the assigned courier name, tracking number and tracking link. You can also log into 'My account' and find your order status and your tracking number if available. You can track the parcel status with the tracking number via the tracking link we provide.
Q: Why is there no information available for the tracking number I am given?
A: We provide customers the tracking number of your package as soon as we have the information. However this may mean that you could receive the tracking number before the courier company has updated their database and uploaded the information to their website. The tracking details would be available after a while, sometimes taking up to 40 hours. Unfortunately the time required for the tracking number to reflect the status of your package is subject to the courier and it is out of our control.
Q: Where is my order?
A: Once we ship out your order, the parcel will be in the hands of the courier. To get latest updates on your parcel, please refer to the tracking number we will send to you once we have dispatched your order. As it is out of our hands, it is the responsibility of the customer to check this and to contact the courier if there is any issues to arrange re-delivery, receive pick up instructions etc. If there is an issue that you cannot solve with the courier, you may contact us via Email and we will try provide assistance where possible.
Q: Why does my order's tracking status show delivered but I have not received my package yet?
A: There could be some circumstances that packages might be delivered to your mailbox or delivered and signed by your neighbours. We suggest you to check your mailbox and ask your neighbours first. If you cannot find your package, you may further make enquiry to the local courier with the given tracking number. If there is an issue that you cannot solve with the courier please contact us by submitting a ticket.
Q: What if my item ordered is damaged during transportation?
A: This rarely happens. Should you have inquiries about claiming damaged or lost goods, you can contact us via email with the order number, item name and photos of the package or damaged goods. We will further investigate with courier company and get back to you as soon as possible.
Q: An item is missing from my package. Where is it?
A: Sometimes the products in your order may be split into two or more shipments. Please kindly check your email or 'My Account' for any additional tracking information. If you find no additional tracking information available and your item is indeed missing, please reach out to us through email with order number, missing item name and package photos for our team for further investigation.
Q: What happens to my order if it cannot be delivered and is returned to QOSSI?
A: If you are not available to receive the order, our courier will contact you to try to arrange a re-delivery at a suitable time. If our courier partners are unable to reach you after multiple attempts, your package will be returned back to our warehouse. In the case of any return shipments from our courier partners, we regards such parcels as undeliverable parcels. In this circumstances, we will notify customers via email to confirm the package arrangement, i.e. order refund or reshipment. Either options of order refund or reshipment would incur handling fees, reshipment fees or additional return shipping fees that are borne by the customers to pay for, before any arrangement is further processed.
Q: What is QOSSI's return and exchange policy?
A: In the cases you change your mind, or receive defective and incorrect items, we offer you a 14-day return policy to request goods return upon the receipt of order, subject to QOSSI Returns terms and conditions. You may refer to Returns & Refund for the related terms.
Q: How do I return my order?
A: Please note that we only accept returns within 14 days after order delivery. Before returning your order, please read our Returns & Refund again to make sure that your return request meets our return requirement. You may contact us through Email with the order number, item name and photos of the package, And our service team will normally acknowledge your request and advise the return procedure within 3-7 working days.
Q: Can I exchange my item?
A: According to our Returns & Refund, For clothes, only fashion items, excluding Swimwear, Innerwear, Legwear, Shapewear and Underwear are eligible for exchanging for size or colour options, and return request must be made to QOSSI within 14 days after order delivered. After we receive your returned package, we will require up to 20 business days to process and handle the return to then dispatch your newly required size or colour of your item. If we cannot meet your request, i.e. specific size or color is out of stock, item value will be refunded in the form of store credit.
Q: Do I need to send the item back to your warehouse for a return or exchange at my own cost?
A: Yes. For all returns, the customer will need to arrange the return of the item via Regular or Registered Air Mail back to our designated return address. For more information and terms and conditions of returns, please visit our Returns & Refund. Please note, we do not reimburse cost of Courier or Express Mail services.
Q: Do you offer refunds if I had allergic reactions to your beauty or skin care products?
A: We do not offer refunds or returns in the cases that involve allergic reaction due to products that you have purchased from us. The ingredients of the product are listed on the product page to help customers identify any sensitive or problematic ingredients. As different skin types and skin conditions may react differently to our beauty or skin care products, QOSSI team strongly advise customers to carefully check product information or ingredients listed before purchasing. Customers can also seek more detailed product information on the official websites of the brand.
Q: How do I know if a product is in stock?
A: You can check the item availability status of each product under the selling price on the product page.
Q: How to choose my size?
A: You could find a measurement on each product page. Customers may compare the reference measurements with your own to find the best choice. “One size” does not necessarily fit all sizes but means there's only one size for this product.
Q: Why might there be a 2cm - 4cm variance in the product measurement stated on the product information page?
A: Due to multiple external factors, for certain items there may be slight variations of up to 4cm on our measurements. We will always make our best efforts to ensure the most correct information is provided and will updated when inaccuracies are reported. Therefore, we will only accept returns of variations over 5cm.