FAQs
Account and Ordering
I forgot my account password, what should I do?
You can click "Forgot Password" on the login page, enter the email address you used during registration, and follow the instructions to reset your password. The whole process is simple and quick, and can be completed in a few minutes.
Can I view my order history?
Of course! After logging into your personal account, you can view all your historical order information on the "My Orders" page, including order time, product details, and order status, making it easy to check and manage your orders at any time.
Can I modify or cancel my order after placing it?
If the order has not yet been shipped, please contact customer service as soon as possible for assistance. Once the order has been shipped, it may not be possible to modify or cancel it.
How do I know if my order has been received?
You will receive an email from us shortly after submitting your order. If you are unsure whether your order has been submitted, please contact our customer service team via email, and we will be happy to check for you!
Why haven't I received an email about my order?
If you haven't received our order or shipping confirmation email, please check your spam or junk folder. Sometimes our emails are blocked by overly strict spam filters!
How do I know if an item is in stock?
If you can add the item to your shopping cart on our website, then the item should be available for purchase! If the item is out of stock, you will not be able to add it to your shopping cart or proceed to checkout.
You can click "Forgot Password" on the login page, enter the email address you used during registration, and follow the instructions to reset your password. The whole process is simple and quick, and can be completed in a few minutes.
Can I view my order history?
Of course! After logging into your personal account, you can view all your historical order information on the "My Orders" page, including order time, product details, and order status, making it easy to check and manage your orders at any time.
Can I modify or cancel my order after placing it?
If the order has not yet been shipped, please contact customer service as soon as possible for assistance. Once the order has been shipped, it may not be possible to modify or cancel it.
How do I know if my order has been received?
You will receive an email from us shortly after submitting your order. If you are unsure whether your order has been submitted, please contact our customer service team via email, and we will be happy to check for you!
Why haven't I received an email about my order?
If you haven't received our order or shipping confirmation email, please check your spam or junk folder. Sometimes our emails are blocked by overly strict spam filters!
How do I know if an item is in stock?
If you can add the item to your shopping cart on our website, then the item should be available for purchase! If the item is out of stock, you will not be able to add it to your shopping cart or proceed to checkout.
About the Products
What age group are the products suitable for?
The products cover the needs of children at various stages of growth. We recommend choosing based on your child's height, body type, and daily wearing habits.
How do I choose the right size?
If your child is in a rapid growth period or between two sizes, you can consider choosing a slightly looser size for more comfortable movement and a longer wearing period.
Are the product images consistent with the actual product?
We strive to accurately represent the colors and details of the products. Due to differences in display devices and lighting, there may be slight differences in the actual color, which is normal.
Will daily wear affect activity?
The design takes into account the daily activity needs of children. The fit focuses on comfort and flexibility, allowing children to move freely during learning, playing, and outdoor activities.
The products cover the needs of children at various stages of growth. We recommend choosing based on your child's height, body type, and daily wearing habits.
How do I choose the right size?
If your child is in a rapid growth period or between two sizes, you can consider choosing a slightly looser size for more comfortable movement and a longer wearing period.
Are the product images consistent with the actual product?
We strive to accurately represent the colors and details of the products. Due to differences in display devices and lighting, there may be slight differences in the actual color, which is normal.
Will daily wear affect activity?
The design takes into account the daily activity needs of children. The fit focuses on comfort and flexibility, allowing children to move freely during learning, playing, and outdoor activities.
Payment Related
What payment methods do you accept?
To make payment convenient for you, we accept various credit and debit cards, such as Visa, MasterCard, etc. The payment process is simple and secure.
What if my payment fails?
You can try refreshing the page, changing your browser, or selecting a different payment method and trying again. If the network is unstable, it may cause payment interruptions. We recommend trying again later. If the problem persists, please contact customer service for assistance.
Is it safe to use my credit card on Koqcak?
We are committed to providing a secure ordering environment for all our customers. We use a third-party payment processor to handle all credit card data. Transactions are processed by a secure third-party payment system, and information is encrypted and protected, used only to complete the current transaction.
Will you save my credit card information for future use?
Koqcak does not save your credit card data. All payment information is processed through secure payment channels, protecting your privacy and financial security.
To make payment convenient for you, we accept various credit and debit cards, such as Visa, MasterCard, etc. The payment process is simple and secure.
What if my payment fails?
You can try refreshing the page, changing your browser, or selecting a different payment method and trying again. If the network is unstable, it may cause payment interruptions. We recommend trying again later. If the problem persists, please contact customer service for assistance.
Is it safe to use my credit card on Koqcak?
We are committed to providing a secure ordering environment for all our customers. We use a third-party payment processor to handle all credit card data. Transactions are processed by a secure third-party payment system, and information is encrypted and protected, used only to complete the current transaction.
Will you save my credit card information for future use?
Koqcak does not save your credit card data. All payment information is processed through secure payment channels, protecting your privacy and financial security.
Shipping and Delivery
How long does it take for orders to ship?
Generally, orders are processed and shipped within 1-3 business days after payment is completed. There may be slight delays during holidays or promotional periods.
What shipping methods do you offer?
We offer standard shipping services. Faster shipping options are available in some regions. If you require faster shipping, please contact customer service after placing your order. Costs and delivery times will be confirmed based on your address and current circumstances.
How can I track my order?
After shipment, you will receive an email with a tracking number. You can use this number to track your shipment on the logistics company's website. If the tracking information is not updated for a long time, please contact us.
How are international orders and customs handled?
Different countries or regions may charge customs duties or import taxes according to local policies. The specific fees are subject to local regulations. You are responsible for these fees unless otherwise stated.
What if my package is lost or damaged?
If your package is lost during transit or the outer packaging is severely damaged, please contact customer service immediately and retain relevant evidence (tracking number, photos, etc.). We will communicate with the logistics company and assist with compensation or replacement.
Generally, orders are processed and shipped within 1-3 business days after payment is completed. There may be slight delays during holidays or promotional periods.
What shipping methods do you offer?
We offer standard shipping services. Faster shipping options are available in some regions. If you require faster shipping, please contact customer service after placing your order. Costs and delivery times will be confirmed based on your address and current circumstances.
How can I track my order?
After shipment, you will receive an email with a tracking number. You can use this number to track your shipment on the logistics company's website. If the tracking information is not updated for a long time, please contact us.
How are international orders and customs handled?
Different countries or regions may charge customs duties or import taxes according to local policies. The specific fees are subject to local regulations. You are responsible for these fees unless otherwise stated.
What if my package is lost or damaged?
If your package is lost during transit or the outer packaging is severely damaged, please contact customer service immediately and retain relevant evidence (tracking number, photos, etc.). We will communicate with the logistics company and assist with compensation or replacement.
Returns and Exchanges
Can I return or exchange an item?
Yes, you can return or exchange items within 30 days of receipt, provided the items are in new, unused condition with original tags attached.
What items are not eligible for return or exchange?
Items that have been worn, washed, have damaged tags, or show obvious signs of damage caused by the customer, as well as items specifically marked as non-returnable, are generally not eligible for return or exchange.
What is the return and exchange process?
Submit your order information and reason for return/exchange → Wait for confirmation and instructions → Return the item as instructed → After inspection and approval, a refund or replacement will be arranged.
Who bears the shipping costs for returns and exchanges?
If the return or exchange is due to product quality issues or incorrect items being sent, we will cover the related costs; however, if the return is due to incorrect size selection or personal preference, you will be responsible for the return shipping costs.
When will I receive my refund?
We will process your refund as soon as possible after receiving and inspecting the returned goods. The refund will be returned to your original payment account. The actual time it takes for the refund to arrive depends on the processing time of the payment platform or bank, and usually takes 3-15 days.
Yes, you can return or exchange items within 30 days of receipt, provided the items are in new, unused condition with original tags attached.
What items are not eligible for return or exchange?
Items that have been worn, washed, have damaged tags, or show obvious signs of damage caused by the customer, as well as items specifically marked as non-returnable, are generally not eligible for return or exchange.
What is the return and exchange process?
Submit your order information and reason for return/exchange → Wait for confirmation and instructions → Return the item as instructed → After inspection and approval, a refund or replacement will be arranged.
Who bears the shipping costs for returns and exchanges?
If the return or exchange is due to product quality issues or incorrect items being sent, we will cover the related costs; however, if the return is due to incorrect size selection or personal preference, you will be responsible for the return shipping costs.
When will I receive my refund?
We will process your refund as soon as possible after receiving and inspecting the returned goods. The refund will be returned to your original payment account. The actual time it takes for the refund to arrive depends on the processing time of the payment platform or bank, and usually takes 3-15 days.