FAQ
Hi, how can we help you?
If you can’t find what you’re looking for, email [email protected] and our team will respond as soon as possible.
Online Ordering
Can I change or cancel my order?
We start working on orders quickly, so edits or cancellations may not be possible. Contact [email protected] right away with your order number and request, and we’ll check what can be done.
I placed an order but didn’t receive a confirmation email. What should I do?
Check your Spam/Junk/Promotions folders. If you still can’t find it, email [email protected] and we’ll confirm your order status.
Do I need an account to place an order?
No. Guest checkout is available. An account can help you save addresses and review order history.
What payment methods do you accept?
We accept the payment methods shown at checkout. Availability may vary by country/region.
Do you offer discount codes?
We sometimes run promotions. Please note:
- Typically one discount code per order (unless stated otherwise)
- Codes generally can’t be applied after checkout
Shipping & Delivery
How long does shipping take?
Orders are usually prepared within 1–3 business days (excluding weekends/holidays). Delivery time depends on destination and the shipping option selected.
How can I track my order?
Once shipped, you’ll receive an email with tracking details (when available). Please allow 24–48 hours for tracking to start updating.
Do you ship internationally?
Yes. If your destination isn’t available at checkout, email [email protected] and we’ll assist.
Will I have to pay duties or customs fees?
International orders may be subject to duties/taxes set by your local customs authority. These charges are not included in your order total and are the customer’s responsibility.
My order is delayed—what should I do?
Delays may occur due to carrier issues, weather, or customs. Email [email protected] with your order number and we’ll help you review tracking and next steps.
My tracking says “delivered” but I didn’t receive my package.
Check around your delivery location, with household members, neighbors, or building reception/mailroom. You may also contact the carrier directly. If you still need help, email us and we’ll support where possible.
Returns & Refunds
What is your return policy?
Eligible items may be returned within 30 days of delivery if unused and in original condition/packaging. Please review our Return & Refund Policy for full terms.
Can I return opened or used items?
Generally no, due to hygiene and product integrity.
What if I receive a damaged, defective, or incorrect item?
Contact [email protected] within 7 days of delivery with your order number and clear photos of the item and packaging.
When will I receive my refund?
After your return is received and approved, refunds are sent to the original payment method. Please allow 5–10 business days for the refund to appear.
Products & Care
Are your products safe to use?
Our products are intended for everyday use as described. Please read the product page and any included instructions before use. If you have allergies/sensitivities, review material/spec information before ordering.
What materials are your products made of?
Materials vary and are listed on each product page. For confirmation on a specific item, email the product name/link to [email protected]
Do your products have a smell when first opened?
Some items (especially fabric/foam/rubber/plastic or sealed packaging) may have a mild odor initially. Airing out for 24–72 hours typically helps.
How should I clean and maintain the products?
Care depends on the item. In general:
- Wipe with a soft cloth for routine cleaning
- Avoid harsh chemicals unless the listing says it’s suitable
- Keep away from high heat/direct sunlight where applicable
Follow any instructions on the product page/packaging.
Are colors and sizes exactly the same as the photos?
Minor differences may occur due to lighting and screen settings. Manual measurement may result in small size variances. If exact sizing is important, review dimensions carefully before ordering.
Do you provide assembly instructions?
If assembly is required, instructions are typically included in the package or described on the product page. If anything is missing, email [email protected].
Account & Support
How do I contact customer support?
Email: [email protected]
How long does it take to receive a response?
We typically respond within 1–2 business days (depending on volume and business hours).
Contact Information
Brand: kicl
Company (Legal Name): Kingdom Investment Corporation Limited
Address: K11 ATELIER Victoria Dockside, Level 7, 18 Salisbury Road, Tsim Sha Tsui, Hong Kong
Email: [email protected]