FAQ
Q1 Contact Information
Q1 How can I contact Kroak?
A1 After-Sales Support: brandservice@kroak.store
Wholesale Support: brandservice@kroak.store
Q2 About Shipping
Q2.1 Why hasn't my order been shipped yet?
A2.1 After you place an order, we will process the order within 24 hours during the business days. If the order is not processed for a long time, please contact us at brandservice@kroak.store for any additional shipping questions.
Q2.2 In which countries/regions can I purchase?
A2.2 You can currently order Kroak products in the United States & Europe.
Q2.3 Why have I not received my package?
A2.3 Due to weather and holidays, the delivery time of local logistics companies and the expected deviation may be delayed if the address is in a suburban or remote area. For any other inquiries, please contact us at brandservice@kroak.store for any help.
Q3 About Order
Q3.1 Can I cancel or make changes to an order?
A3.1 Please contact Customer Support at brandservice@kroak.store.
Q3.2 How to change shipping address?
A3.2 If you placed you order with a wrong address, please contact us to help you to change as soon as possible. Please kindly note that you can only change the address before your purchase is shipped.
Q3.3 I ordered more than one item. Will they all be delivered at the same time?
A3.3 We try to make sure all your items reach you at the same time. Sometimes our products are not always sent together since different shipping options can be used, depending on the product. Once an item has been shipped,you will receive a shipment notification email.
Q3.4 What do I do if my order arrives damaged?
A3.4 Please contact Customer Support at brandservice@kroak.store. We may request pictures in order to file a damage claim on your behalf. Example: a picture of the box and/or damaged item(s).
Q3.5 What do I do if I did not receive my order?
A3.5 In the event, you did not receive your order or if the tracking information states 'DELIVERED' and you have not received the order, please contact Customer Support at brandservice@kroak.store.
Contact Kroak
Email:brandservice@kroak.store
Email Reply Time: 9am to 6pm, From Monday to Friday(GMT+8).
We look forward to responding to your inquiry within 48 hours of the business day.
Telephone:
+852 81212653
Telephone Reply Time: 8pm to 5am, From Monday to Friday(GMT+8).
Business Information
Company in Hong Kong: HONG KONG TING HUI LIMITEDAddress: 21/F, Hing Lung Commercial Building, 68-74 Bonham Strand, Sheung Wan, Hong Kong
Please note that this is NOT a return address.