Frequently Asked Questions

Size Guide

Q1. How to choose the right size?

Different products from different categories may carry various size measurements. We do recommend you take a careful look at the size chart on each product’s page and refer to the detailed measurements to get a suitable size.

Q2. Are all the s true to size?

Some of our products do fit slightly small and we have added a tag “skinny fit” on such products’ pages, please pick one size up if you’re unsure. We would suggest you contact our customer service team if you have uncertainty related to this type of product. Always refer to the size chart on each product page to get a recommended size.

Q3. Do you have plus sizes?

Unfortunately, we do not carry plus sizes at the moment. As a new and fast-growing company, we are trying to include a variety of sizing options in the near future. Stay tuned with us.

Product& Stock

Q1. How do I know the item is in stock?

1. In-stock means the item is ready and normally it takes 1-3 business days for the order to ship out.

2. Out of stock means the item is unavailable currently and not sure of the estimated restocking time. We will contact you when the item is restocked.

3. Pre-order means the item is unavailable currently and it will begin to produce and is estimated to get ready on the expected date.

Q2. Why Pre-Order Model?

By normalizing pre-order models we can help the fashion industry stay trendy while not killing the planet. Better yet, our pre-order model relies on you! We involve you in deciding what to produce — and how much of it — but this also means we only keep a small number of every style in stock, to ensure we don’t have pieces that go to waste. We do care about the environment and are doing everything possible to make this planet a better place.

Return& Exchange

Q1. How to return?

We accept return applications within 15 days from the date of receipt. If you want to return or exchange the product, please contact us or chat with us online.

Q2. Should I pay for the return shipping fee?

Yes, customers are responsible for the return shipping fee. We kindly recommend you carefully check the size information and confirm all your order details before placing the order.

Q3. Can I return it to the address on the received package?

Kind reminder: ANY addresses on the parcel are NOT approved as the return address. Return packages should be authorized. Any return request not authorized by customer service will not be honored.

Q4. Can products be exchanged?

Yes, but only for products that are not shipped or out of stock, you can contact us, and then we will exchange them for you once we receive your information. Unfortunately for products already shipped, you CANNOT exchange or return them before you receive them.

Supports

Q1. How to choose a different language/ currency?

Under the Account/ Profile icon at the top right section, click it and the options of different languages and currencies will show up.

Q2. Why do the items in the cart disappear?

We suggest you REGISTER for an account before placing an order. Otherwise, the shopping cart won't be able to keep your items, or somehow may lose some of the items if you order without logging in with an account.

Q3. How do I subscribe to the shopping site?

You can register an account at our site, then you will receive exclusive emails with hit news from our official email (service@kollyy.com ) .

Shipping Issues

Q1:Do you offer free shipping?

We currently offer free shipping for orders over US$59 only in the United States, Australia, United Kingdom, New Zealand and Canada.

Q2. How much does it cost to ship to my place?

The shipping fees will depend on the weight, the distance, and especially the shipping method you choose. For more shipping details in general, please check Shipping & Delivery. For the exact shipping cost: please put the items in your cart and go to the next step to check out. Before you pay, you will see how much is the shipping fee for the order.

Q3. Can the order be shipped in one package?

Items are prepared by different suppliers or designers on our website, so they might be shipped separately.

Q4. What is your shipping time?

Please NOTE, the total shipping time will be the processing time plus the delivery time (excludes any customs delays, non-business days, national holidays, and any unforeseen circumstances.) Get more details in the SHIPPING POLICY. The shipping time might be longer than usual due to the limited transportation situation during COVID-19.

Q5. Which countries do you offer shipping?

You can try to add one item to the cart and then go to checkout (before making the final payment) and then select the destination country. If it can be selected, that is being said that it can be shipped to the country you chose.

Q6. What is your shipping carrier?

We offer a few shipping carriers according to different countries, but mostly we ship by national posts and will be delivered to the local post office after landing in the destination countries. For example, USPS(United States Postal Service)for the US, Royal Mail for the UK, etc.
Q7. Is there a tax change?

Upon arrival to the destination country, international orders may be subject to duties and taxes billed by the destination country's customs department. The recipient must bear any additional charges for customs clearance; we have no control over such charges and cannot predict what they may be.

Q8. What should I do if I receive the package and some items went missing?

There might be two situations for missing items, please contact us according to the following description：

（1）Your order is overweight due to too many items or contains pre-order products. For overweight orders, we may split the order and ship it out in several packages. For orders containing pre-sale products, we may split the order when it was a little delayed and give priority to the items in stock so that you can receive them as soon as possible. We will also ship out the remaining pre-order products as soon as they are in stock. Therefore, the missing items may be in the coming packages. If you have any questions about your package tracking information, please feel free to contact us.

（2）Missing items are caused during packing or transportation. Please contact us ASAP. Email us with your order number, and information regarding the problem, and provide pictures of the items and the outer package you received.

Orders

Q1. How to find my order number?

You can log in to the website and check it in your account or check if there's any order confirmation email to obtain the order number. You can also provide the registered email and contact us, to see if we can locate the order number for you in our system.

Q2. What is an 'Awaiting Payment' order?

'Awaiting Payment' / 'Unpaid' means the payment didn't go through. The CS team have no access to void or do any changes to unpaid orders currently. If you want to cancel, you can just disregard it, we won't charge anything or process the order. We would suggest you place a new order instead directly.

Q3. Do I get charged first or I can pay it after receiving the package?

We only start to prepare your order once we receive the payment.

Q4. How do I modify the 'Qty', 'size', or the 'color' in my cart?

We would suggest you click the number option under 'Qty' or 'size /color' on your right side in the shopping cart. Or click the cross option next to the item price on your right side and remove the unwanted item(s).

Q5. Can I still add more items if I already placed and paid the order?

We cannot add more items to the order due to payment was already completed.

Q6. Do you support Credit/ Debit cards?

We do accept both Credit and Debit cards. You can choose to pay by Credit / Debit Card and PayPal or After Pay when choosing 'Payment method' after confirming your shipping address and shipping method. The credit / Debit Card option will show up automatically as the first payment method at the left bottom of the web page. Check more info in Payment Method.

Q7. Why I can not pay? Why it shows 'ERROR' when I checkout?

If you are using Paypal as a guest to pay, please double-check if you have entered the correct shipping or billing address. Paypal will force you to return to the checkout page and notify you of the error if you entered any incorrect information, such as the wrong zip code. If you are using Credit Card/Debit Card to pay, please double-check if you have entered the correct card numbers. It will force you to return to the checkout page and notify you of the error or use another card if you entered any incorrect card number. Also, to lower the risk of fraud, some of the debit/credit card companies now only allow online payments to go through when your billing address matches your shipping address.