FAQ

Order Issues:
Q : Can I change/modify my shipping address/sizes?
A ：We can help you modify your order BEFORE shipment.
Once your package shipped, we will not be able to change anything.
Please kindly contact our customer service via email address: service@kenmiso.com
We will try our best to serve you well.

Q : Can I cancel my order?
A ：Yes, you can. There are two types of order cancellation:
1. We can help you cancel the order before shipment.
2. Please note that we CANNOT cancel orders which have been shipped out. Therefore, please wait for your package to arrive and you may either keep it or contact us to return for a refund.

Q : Why I didn’t get an email about my order being shipped?
A ：After placing your order, we may need 1-3 business days to prepare. This is our processing time to make sure that your order is accurate, which isn’t included in shipping time.
We will inform you with an email after shipment or if there is any delay.

Q : How do I choose my size?
A ：Take your measurements and compare them with the detailed sizing chart under the product description. This will help you pick what size is best for your body type.

Delivery:

Q : Why was my order divided into two or more packages?
A ：We will do partial shipping for your order in the following conditions:
1. Items are in different warehouses.
2. Different items need additional preparation time.
3. Weight limit of customs or courier.
You will receive an email notification when each parcel is shipped.

Q : Why does it show my package has been delivered but it hasn’t?
A ：Packages might be delivered to your mailbox or signed by your neighbors. We suggest you check in your mailbox and with your neighbors first. Or you can check with the shipping company with your tracking number and your ID.
If you still cannot find your package, please contact our Customer Service Team via email service@kenmiso.com
How long does delivery normally take?
Shipping time: Normally it will take 10-15 business days.We will update the tracking number by email after the order shipped, and you can also find the tracking number in your account.
Delivery time: Total Delivery Time = Processing Time + Shipping Time.For example, if you order a coat, you can expect 1-3 business days for processing and an additional 10-15 business days for shipping, which means that you can expect your order to arrive within 11-18 business days.

Q : Why it shows that my tracking number is invalid?
A ：If there is a tracking number, it means that the parcel has been shipped out.
The parcel is sent from our warehouse first. Then parcels will arrive in the shipping company's processing center by plane. Then each shipping company will pick up parcels from the airport. Once they have scanned those parcels, the website will update the tracking number. It may take 1-3 working days to see any activity once it has shipped out from our end.
Please allow some time for the courier to update the latest tracking info after reaching next station.

Q : Why was my package returned?
A ：There are multiple possible reasons:
1. Wrong or incomplete address
2. Invalid phone number
3. Unable to deliver

Q : Why did the attempted delivery fail?
A ：There may be the following reasons:
1. Consignee unavailable
2. Wrong shipping address
3. The parcel is delayed by the shipping company
Please check with the shipping company with your tracking number and your ID to arrange re-delivery. If you still cannot receive your package, please contact our Customer Care Team via email: service@kenmiso.com

Q : Can I exchange for a bigger/smaller size?
A ：We accept the return for refund or exchange within 30days after delivery.

Q : Is it safe to order from you?
A ：Yes, it is safe to order here.
We are using One of the most secure online systems to our website to protect your personal information against unauthorized use.
We also utilize secure socket layer (SSL) technology where any personal information obtained through our website is private and maintained in a secure and protected environment, and will never be released to any unaffiliated third parties.

The kenmiso customer service team can be reached at :

Tel : +86 150 9060 1012

E-mail : service@kenmiso.com

The service hours are Mon - Fri 09:00-18:00(UTC+8).