FAQ
Frequently Asked Questions
1. How long does shipping take?
Orders are typically processed within 1–3 business days.
For orders shipped to the United States, estimated delivery time is approximately 8–18 business days after the order has been processed and shipped.
For selected international destinations, estimated delivery time is approximately 10–25 business days.
Delivery times are estimates and may vary due to customs clearance, carrier delays, public holidays, weather conditions, or other circumstances outside our reasonable control.
2. Where are orders shipped from?
Most orders are fulfilled and shipped directly from our fulfillment facilities in China.
Depending on product availability and fulfillment arrangements, some orders may be shipped from another fulfillment location used by kkupo.
3. How can I track my order?
Once your order has been shipped and tracking information becomes available, you will receive a shipping confirmation email.
You may also track your package using the tracking number provided in your shipping confirmation email.
4. Can I change or cancel my order?
If you need to change or cancel your order, please contact us as soon as possible at:
kkupo@ouudi.com
We will make reasonable efforts to accommodate your request before fulfillment begins.
Once an order has entered processing or has already been shipped, changes or cancellations may no longer be possible.
5. What should I do if my order arrives damaged, defective, or incorrect?
Please contact us as soon as possible after delivery at:
kkupo@ouudi.com
Please include:
- Your order number
- A description of the issue
- Clear photographs of the product and packaging where applicable
We will review the issue and provide an appropriate resolution in accordance with our Refund Policy.
6. What is your return policy?
We accept eligible return requests within 14 days of delivery.
Items must generally be unused, unopened where applicable, and in their original condition and packaging.
For hygiene and safety reasons, opened or used skincare and cosmetic products may not be eligible for return unless they are damaged, defective, or incorrect.
Please review our Refund Policy for complete details.
7. How long do refunds take?
Once an approved return has been received and inspected, we will notify you of the refund status.
If approved, the refund will be issued to the original payment method.
Please allow approximately 5–10 business days for the refund to appear, depending on your bank or payment provider.
8. Are shipping fees refundable?
Original shipping charges are generally non-refundable unless the return is due to an error on our part or otherwise required by applicable law.
9. Will I have to pay customs duties or import taxes?
International orders may be subject to customs duties, import taxes, or other charges imposed by local authorities.
Unless otherwise stated at checkout, customers are responsible for any applicable duties, taxes, or import charges.
10. Are kkupo skincare products suitable for all skin types?
Suitability may vary depending on the individual product and your skin type.
Please review the product description, ingredient list, and usage instructions before use.
If you have sensitive skin, we recommend performing a patch test before applying a new skincare product more broadly.
11. How should I use kkupo skincare products?
Please follow the directions provided on the product packaging and product page.
Do not use a product in a way that differs from its intended cosmetic use.
12. Are kkupo products medical treatments?
No.
kkupo skincare and cosmetic products are intended for cosmetic use only and are not intended to diagnose, treat, cure, or prevent any disease or medical condition.
13. What should I do if I experience irritation?
Stop using the product if irritation or discomfort occurs.
If symptoms persist or you have concerns about a reaction, seek advice from an appropriate healthcare professional.
14. How can I contact kkupo?
For questions about products, orders, shipping, returns, refunds, or other customer service matters, please contact:
Email:
kkupo@ouudi.com
Customer Service Phone:
+86 153 6399 9930
Business Address:
1037 NW 24TH CT
Miami, Florida 33125
United States
Customer Service Hours:
Monday–Friday, 9:00 AM–6:00 PM (Eastern Time)
We aim to respond to most customer inquiries within 1–2 business days.