KameyMall

Dear Users,

Hello! First of all, we sincerely thank you for your support of our platform!

Recently, we have received feedback from many users. In response to the most frequently discussed topics, I would like to provide some explanations here.

 

1.Under what circumstances can products not be returned or exchanged? Can I return or exchange products after payment?

Returns and exchanges are generally allowed, except in the following cases:

1). Custom-made, personalized, or design services

2). Products that require removal of packaging, tags, or other accessories

3). Delivered newspapers, periodicals, etc.

4). Idle items, second-hand, or resold products

5). Products purchased from overseas

6). Intimate clothing

7). Adult products

8). Products where the seller specifies no returns or exchanges (please read carefully)

9). Books and videos

10). Products requiring "special integrity" that have been opened

We will do our best to negotiate on your behalf, but the final decision is based on the seller's response. Please be aware of this.

If the item has been in the warehouse for more than 5 days, we do not support returns. Thank you.

If there is a quality issue, we will provide photos. The final determination will be based on the seller's verification.

For more details, please refer to >>>>>

https://www.kameymall.com/helpcenter/faq/141-145/415.html

 

2.What if the purchased item has not been shipped after 7 days?

Typically, sellers ship items within 1-7 days. If it is still within this time frame, we recommend that you wait patiently. Generally, we will urge the seller to ship the item by the 3rd day.

If it has been more than 7 days and the item has not been shipped, you can choose to continue waiting or initiate a refund request. If you ordered a pre-sale item, the shipping time is set by the seller and is usually longer, approximately 7-30 days.

 

3.Why is there no shipping information for my item?

We recommend that you report this situation to our customer service staff. We will investigate the related information about your item, confirm whether the seller has shipped the item properly, or if there are any errors with the shipping information.

 

4.What should I do if the item is lost or damaged?

Whether or not you have purchased insurance, please refer to the relevant solutions >>>>>

https://www.kameymall.com/helpcenter/faq/141-142/378.html

 

5.What should I do if my QC (Quality Check) is not updating?

Our normal working hours are Monday to Saturday, Beijing Time, from 9:00 AM to 12:00 PM and 1:00 PM to 6:00 PM. If it is a holiday, orders may be processed with delays. Please check if your order was placed during a holiday period. If it is not a holiday and your QC update is delayed, please provide relevant information to our customer service team. We will promptly investigate and resolve the issue.

Additionally, due to varying shipping times from different sellers and logistics, QC photo sessions may not follow the original order sequence but are scheduled based on actual arrival of goods.

 

6.How long can items be stored?

The storage period for orders is 180 days (approximately 6 months). You have a free storage period of up to 90 days to store your items. There is a countdown timer for the effective storage period. Please submit your package before the deadline.

Pro tip: You can purchase the value-added service "Extended Storage" for 10 RMB per month.

 

7.I purchased insurance but opted for simple packaging. How should I proceed?

To ensure that your items are not damaged during transit, we recommend avoiding simple packaging, as it is not covered by insurance. During transportation, packages may be subject to compression, which is a normal occurrence. To protect your boxes and shoes, it's advisable not to choose simple packaging.

For details on compensation, please refer to >>>>>

https://www.kameymall.com/helpcenter/faq/141-142/378.html

 

8.I cannot track my package's logistics information / logistics information has not been updated for a long time. What should I do?

Hello, logistics providers arrange transportation of packages in an orderly manner. However, due to local conditions and policy changes in various countries, logistics routes can be easily affected. We regularly follow up on packages with no available logistics information and communicate with logistics providers for updates. If you are concerned about the status of your package, please provide your order information to our customer service. We will arrange for staff to track and promptly handle inquiries about the status of your package.

 

9.Can I choose sea freight?

You can choose sea freight. Sea freight typically has longer transit times, certain weight requirements, and generally lower shipping costs. However, due to international circumstances, we cannot guarantee that packages will not be inspected by customs.

For details on compensation for sea freight, please refer to >>>>>

https://www.kameymall.com/helpcenter/faq/141-145/415.html

 

10.If items are seized by customs, what should I do?

We will do our utmost to actively communicate with the logistics providers to find a solution, and we also ask for your active cooperation. The final resolution will be based on the actual results of the coordination and communication with the logistics providers. (Due to the sudden nature of the situation, we cannot guarantee that the items can definitely be retrieved.)

 

11.I have already made payment, but the order status has not been updated?

In the event that the order status does not update as expected after a successful payment, it might be because the payment system has not yet updated the information in sync or there is a delay. Kindly wait for a short period. If you notice that there has been no change even after 2 hours, please report the relevant details to our customer service. We will promptly assign personnel to track and address the situation.

 

12.Why I need to pay the differences?

When there is a discrepancy between the price you paid for shipping when placing an order and the actual shipping cost or price we contact the seller for, a price adjustment may be required. 
After you have paid the estimated shipping cost for your package, we will pack your items and provide related value-

added services to determine the final actual shipping cost. If there is a difference between the estimated shipping cost and the actual shipping cost, a price adjustment will be necessary (additional payment if higher, refund if lower).

 

Lastly, we would like to thank our users for their support and feedback. We will learn from this experience and actively improve our platform system. If you have any suggestions, we welcome you to visit the forum section of our platform and leave your comments.

 

Have a nice day!  

【kameymall】

 

#kameymall
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