KOODING.com Online Shopping Store

FAQs

Frequently Asked Questions

Select A Category:
Payment
  • Payment
  • Order Information
  • QQ Email Issue
  • Returns & Exchanges
  • Package Signature
  • Product Information
  • Promotions
  • Gift Certificates
  • KOODING Rewards
  • Cancellations & Changes
  • Shipping Options
  • International

Payment

+ How can I pay?

We accept all major credit cards (Visa, MasterCard, American Express, UnionPay, JCB and Discover), PayPal, WeChat Pay, and Alipay.

+ Why did I get charged even if the transaction failed?

You may notice pending transaction shown multiple times in your account. This is not an actual transaction and any pending amount will be removed by your financial institution in few business days. You will only be charged for your completed orders.

+ Why do I see different amount billed in my account instead of the total amount at checkout (currency conversion)?

We provide currency conversion when you are outside of US to facilitate your purchase. However, this is just an approximation and your transaction is billed in USD. Financial institution may charge different amount based on their conversion rate on the date of the transaction. This is also noted in your order receipt.

Order Information

+ How can I check my order status?

1. Login to your account
    2. Click on My Account 
    3. In Order History tab you will see list of your past orders

+ How can I track the shipment of my package?

Once your order has been shipped, you will receive a confirmation email with tracking information. You can track the status of your shipment by clicking on the tracking link provided in the confirmation email. Please note that it may take up to 24 hours before tracking information is updated on the shipping courier's website. Or you can also track your package by searching your order from My Account page in Order History tab.

+ I can't track my package.

UPS, FedEx or EMS tracking system may take up to 24 hours to update the status of packages. Please allow 24 hours after receiving the order shipment confirmation email from us.

+ I don't see the products that I saw in the original manufacturer's page, is there a way to order them?

We try our best to provide the full list of products from the original manufacturer's page, and if you believe we missed any item which you are interested in buying, please do not hesitate to Contact Us and simply include the link to the page, and we will do our best to accommodate your need.

+ Why has my ordered item been stocked out?

We strive to keep our products list up to date. However due to our structure, we may receive delayed stock out notification from our providers. We will do our best to accommodate your order and you will receive immediate refund for the out-of-stock items. 

+ Why is my ordered package at the customs?

All the packages delivered internationally go through the customs, where they decide the custom duties (tariffs) on your package. This process may take up to 7 days and we do not have control over it. Customers are held accountable for any custom duties and we do not compensate you for any extra expense for any custom duties. 

QQ.com Domain Email Issue

+ QQ.com is known to block all international emails sent from outside of China.

Please either use an alternative email address from another email provider or contact QQ.com administrator to exclude KOODING.com from their blocking list.

Returns & Exchanges

+ How can I exchange a product?

Currently we do not offer exchanges due to high international shipping cost. Please refer to Return Policy for returning products.

+ How can I return a product?

Please refer to Return Policy for more details and instruction on how to return a product.

+ How long will it take to process the return of a product?

Refund will be processed within 7 business days after receiving the package you have returned. Please note that financial institution may take up to 10 business days to credit back to your account.

+ How long do I have to return my items for a full refund?

We will process all return requests on items received within 60 days from the original purchase date. Items must be returned in original condition, unworn and unwashed with tags still attached.
* Clearance, Underwear, Swimwear, Leggings, Activewear, Socks, Cosmetics, Hand-made Clothing or Shoes, Wigs, and Lifestyle are not refundable

Package Signature Requirement

+ Can you leave the package without signature?

Unfortunately, due to the nature of the international shipping, all packages require signature upon the delivery by the courier. We want to make sure all our customers receive the package and sign to make sure the completion of the delivery. This also avoids any missing or stolen package.

+ What if no one is at home?

Driver will attempt to re-deliver on next schedule date. If you are always away at certain time, you can call the courier with tracking number and have them hold the package at their facility, and you can pick up the package at later time. Alternatively we suggest you order to your work place if you are not at home during the day.

Product Information

+ What size should I order?

Please take into account that sizes may vary depending on brands. In order to guarantee the correct size, please take a moment to look at the size dimensions and additional description of the product in the product details page. 

+ What is a "Free Size"?

Free Size means we have only one size for that product. Generally, Free Size is similar to small or medium in the US. The reason why we do not specify a specific size is due to the fact that each brand has different dimensions. Please take a moment to look at the size dimensions and additional description of the product in the product details page.

Promotions

+ Can I combine promotions (coupons)?

No, promotions or coupons cannot be combined and only one promotion can be used at a time.

+ Do you offer price adjustments for orders prior a promotion?

We provide 7 days for price adjustment on full price products. We do not honor price adjustment on order that already received previous promotion or items from Clearance category (due to limited stock availability). Please note that your shipping fee may be different (higher) after the discount, in such case we will notify you with more details. Please use the Contact Us form and request the price adjustment with your order number. Please note that we will refund the difference by store credit (Gift Certificate) only.

Gift Certificates

+ Can I combine Gift Certificates?

YES, you can use more than one Gift Certificates at a time.

KOODING Rewards

+ What is KOODING Rewards?

When you join us and become a member, you will earn 5% of your order (excluding tax and shipping) as rewards every time you purchase at our website. You can redeem and use your rewards at checkout. Your rewards expire in 90 days otherwise noted in the expiration details.

+ Where can I check KOODING Rewards balance?

First, sign in to your account, then click on My Account at top of the page. Go to Rewards tab and you will find the total rewards balance available to use and the history of rewards earnings and spending.

+ How do I use KOODING Rewards?

First, sign in to your account, then add the items you would like to purchase in the cart. When you are ready to checkout, click on Checkout button. At checkout page under Order Summary column, you will see the rewards balance available to redeem. Please note that minimum rewards balance required to redeem is $5. Rewards cannot be used to pay the following: Gift Certificate, Tax, and Shipping Fee

Cancellations & Changes

+ Can I make any changes to my order or cancel my order after it has been placed?

Our goal is to provide the fastest possible service by processing orders within one business day of receipt. We will do our best to accommodate your requests to make changes or to cancel an order. However, we cannot guarantee any order adjustments requested after an order has been processed.

+ Why do I have multiple charges in my bank account/credit card?

We only charge you for the orders that have been processed. However, if you have unsuccessful or/and cancelled orders, your card processing institution may hold funds for each unsuccessful or/and cancelled order. These funds will be released automatically within 7 business days or at the discretion of your bank.

+ Why was my order cancelled?

All the orders are subject to credit card authorization and verification prior to being processed in order to ensure the security and personal information of our customers. We will not process your order unless all the information you have entered is correct. If we are not able to verify your information, your order will be cancelled and you will be notified via email. Please make sure the billing information you have provided matches the information on record of your credit card issuing bank.

A2. You order may have been cancelled because the product you ordered is out-of-stock.

Shipping Options

+ What are my shipment options?

All the orders are shipped via UPS, FedEx or EMS. Unfortunately you cannot choose the courier at this moment. For more information regarding shipping methods please visit Shipping Policy.

+ When can I expect my order?

All the orders are processed between Sunday Evening and Thursday in US EST (our distribution center is based in S. Korea and operate in local time). Please refer to Shipping policy for more detailed information.

International

+ Can I ship my order to an International address?

Yes, please refer to Shipping policy for more detailed information.