Frequently Asked Questions (FAQ)
Ordering & Payment
How do I place an order?
Simply browse our products, add items to your cart, and proceed to checkout. You'll need to provide your shipping address and payment information to complete your purchase.
What payment methods do you accept?
We accept Shop Pay, Apple Pay, Google Pay, and all major credit cards including Visa, Mastercard, American Express, and Discover.
Is it safe to use my credit card on your website?
Yes, absolutely. Our checkout is secured with SSL encryption and we use Shopify's secure payment processing system to protect your information.
Can I modify or cancel my order after placing it?
Please contact us at kawell.cs@hotmail.com immediately if you need to modify or cancel your order. Once an order has been processed and shipped, we cannot make changes, but you can return items according to our return policy.
Will I receive an order confirmation?
Yes, you will receive an email confirmation immediately after placing your order, and another email with tracking information once your order ships.
Shipping & Delivery
How long will it take to receive my order?
Delivery times vary by location:
- United States: 7-15 business days (standard shipping)
- Canada: 10-20 business days
- Europe: 10-20 business days
- Asia: 7-15 business days
- Australia: 12-25 business days
- Hong Kong: 2-5 business days
Do you offer free shipping?
Yes! We offer free standard shipping on orders over $50 USD to the United States. Shipping costs for other regions are calculated at checkout based on your location and package weight.
How can I track my order?
Once your order ships, you'll receive a tracking number via email. You can use this number to track your package on the carrier's website or through your order confirmation page.
Do you ship internationally?
Yes, we ship to most countries worldwide. Shipping costs and delivery times vary by destination.
What if my package is lost or damaged?
If your package is lost or arrives damaged, please contact us at kawell.cs@hotmail.com within 48 hours with your order number and tracking information. We'll work with the carrier to resolve the issue.
Will I have to pay customs fees?
For international orders, customs duties, taxes, and fees may apply and are the responsibility of the recipient. We recommend checking with your local customs office for estimated costs.
Returns & Refunds
What is your return policy?
You may return items within 30 days of receiving your order. Items must be unused, undamaged, and in their original packaging with all tags attached.
How do I return an item?
Please contact us at kawell.cs@hotmail.com before returning any items. We'll provide you with a Return Merchandise Authorization (RMA) number and the correct return address. Do not send items back without contacting us first.
What is the return address?
For US customers, the return address is: 693 Silver Valley Trl, Walnut, CA 91789. For customers in other regions, please contact us for the specific return address. Important: Do not return items to the shipping address on your package.
Who pays for return shipping?
For returns due to defective items or our shipping errors, we cover return shipping costs. For returns due to personal preference, customers are responsible for return shipping costs.
How long does it take to receive a refund?
Once we receive and inspect your return, we'll process your refund within 5-7 business days. The refund will be issued to your original payment method, and it typically takes 5-10 business days to appear in your account depending on your payment provider.
Can I exchange an item?
We currently don't offer direct exchanges. Please return the item for a refund and place a new order for the item you'd like instead.
Products
Are your products covered by a warranty?
Many of our products come with manufacturer warranties. Please check the product description for specific warranty information, or contact us at kawell.cs@hotmail.com for details about a specific product.
How do I know which product is right for me?
Each product page includes detailed descriptions, specifications, and images. If you need additional help choosing the right product, please contact our customer service team at kawell.cs@hotmail.com.
Do you restock sold-out items?
We regularly restock popular items. If a product is out of stock, please contact us to inquire about restock dates or sign up for notifications when the item becomes available again.
Account & Privacy
Do I need to create an account to place an order?
No, you can checkout as a guest. However, creating an account allows you to track orders, save addresses, and view your order history.
How do you protect my personal information?
We take your privacy seriously. Please review our Privacy Policy for detailed information about how we collect, use, and protect your personal data.
How can I update my account information?
Log into your account and navigate to your account settings to update your email, password, or saved addresses.
Contact Us
How can I contact customer service?
You can reach us at:
Email: kawell.cs@hotmail.com
Company: KAWELL GROUP LIMITED
Address: UNIT 903B 9/F CAMERON COMMERCIAL CENTRE, 458-468 HENNESSY ROAD, CAUSEWAY BAY, Hong Kong
What are your customer service hours?
We respond to all inquiries within 24-48 hours during business days (Monday-Friday). We may have limited availability during holidays.
Last updated: March 12, 2026