Please note: Keep the original shipping box in a good shape in case you'd like to issue a return afterwards.
If you are unhappy with your purchase, as long as you contact us within 30 days from the receipt of the item, we will process your return/exchange request. Any request after 30 days will not be honored. Please make sure to contact us by email brandservice@kroak.store at first.
Return & Exchange Conditions
Items returned without authorization will not be accepted.Items must be returned within 30 days after you receive them.
All items must be in the same condition that you received it, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
When returning or exchanging items, customers must use a shipping method providing tracking information.
Non-returnable items:
On sale items or gift cards are non-returnable.Damage/Lost caused by customers is non-returnable.
General Return Process
1. Initiate a return: Please email us at brandservice@kroak.store with photos and/or videos of the items and let us know your order number. Our customer service staff will determine the eligibility for your return request within 2 business days.2. Ship the item back: If your return is accepted, we’ll send you the return address, as well as instructions on how and where to send your package. (Note: Items returned without authorization will not be accepted). We recommend that you send your return/exchange in a shipping method providing tracking information as well as a signature, because we will not be responsible for lost return/exchange.
3. Refund or exchange: when we receive your return/exchange, we will inspect the item in 3-5 working days and then provide a replacement for an exchange or issue a refund.
Return Charge
If the return is due to our problems (such as: incorrect products, quality problems of products), we will provide a full refund for you;If the return is due to the buyer’s problem (such as: don’t like/want the item, ordered a wrong product/size), the buyer should pay the freight.
No restocking fee to be charged to the consumers for the return of a product.
Refunds
Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If you are approved, the refund will be provided to the original method of payment within 2-3 working days.If you haven’t received the refund within 2-3 working days, please check your bank account again. Then contact your bank or credit card company. It may take some time before a refund is official posted. If you’ve done all of this and you still have not received your refund, please contact us at brandservice@kroak.store.
Please Note: we do not refund our original shipping cost.
Order Cancellations
We can cancel the order for you if you contact us in time after your purchase. If your payment finished and the parcel is not shipped out, you can cancel your order before your item’s delivery. And we will refund full of your money.Orders can't be canceled once the parcel is shipped out.
Rejecting Shipments
If you cancel an order after it shipped out, or refuse delivery of an order, we reserve the right to charge for return shipping. We cannot intercept or cancel orders that have already shipped. If you refuse delivery, we will treat your order as a return if it arrives back to us and issue a refund for the purchase price via your original payment method.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.