Shopping & Orders
11 questions
How to check order information?
Please update your Kwai app to the latest version. You can check your order information through the following two ways:
1. From the [Loja] entrance o...
How to modify order information (address/contact method,etc)
If your order has not been submitted, you can modify the delivery address information, product quantity and payment method on the order confirmation ...
How to cancel an order
Hello, your order will be automatically cancelled if you do not pay on time or if the goods are not shipped on time. You can also apply to cancel the...
Why was my order cancelled?
Orders may be canceled in the following situations:1. After the order is placed, the overtime unpaid order will be automatically cancelled. If you st...
The purchased product has not been shipped?
Dear Customer,
Usually, packages will be picked up by the logistics carrier within 7 business days after the order payment is successful.
Order shippi...
Where is the courier / logistics progress
You can view specific logistics information through your profile page - Racer - My Orders. When you click on the order, you will be able to find the c...
How to request a refund
You can request a refund only if the purchased product is unshipped.You can click to enter the [Order Details Page], and click [Apply for After-sales...
How to request return and refund
You can click to enter the [Order Details Page], and click [Apply for After-sales] under the corresponding order to operate.[Kind tips]1. If the prod...
What supporting documents should I upload if I receive incorrect/ damaged/ defective or incomplete merchandise?
Hello, thank you for contacting us regarding the product you received. To help you resolve this issue, we suggest that you first contact the seller an...
What to do if I receive the goods and then change my mind and don't want them？
Hello, if you change your mind and don't want the item after you receive it, you can make a return request up to 7 days after you receive the order a...
I still haven't received the refund
Hello, you can log in to your Kwai account, go to your personal profile page, and click on the "Kwai Shop" button. Then find the corresponding order ...
