FAQS
I. Orders and Payment
1. Can I modify my order after placing it?
If your order has not yet entered the warehouse processing stage (usually within 1-2 hours after placing the order), you can contact online customer service to modify the shipping address, color, or size. Once the order enters the processing stage, it cannot be modified.
2. Why was my order cancelled?
Possible reasons include:
Insufficient stock
Payment timed out
Payment rejected by the bank or payment institution
Order security review failed due to abnormality
For assistance, please contact customer support.
3. Which payment methods are supported?
We support PayPal payments (you can pay using your PayPal account or through payment methods linked to your PayPal account).
II. Products and Sizes
4. How do I choose a size? Are there sizes that run large or small?
A detailed size chart + model height and weight reference are provided for each product (down jacket, coat). If you are between two sizes, we generally recommend:
Down jackets and coats: Choose one size larger (more comfortable)
Slim fit: Choose one size smaller
If unsure, please contact customer service with your height and weight for the most accurate advice.
5. Will the product have a color difference?
We try our best to ensure that the color in the photos matches the actual product. However, due to differences in screen display on different devices, there may be slight color differences, which is within the normal range.
6. Will the down jacket shed feathers?
A small amount of loose feathers is normal and will improve after a few wears. If there is severe down leakage, uneven filling, or abnormal down leakage, we offer a return and exchange service.
III. Shipping and Delivery
7. How long does it take to ship?
Orders are generally shipped within 1-2 business days. Delays may occur during promotions or when restocking; we will notify you promptly.
8. How long will it take to receive it?
7-15 business days (due to slight differences in national customs and regions)
9. Is shipping free?
Yes, free shipping on all items, no minimum purchase required.
10. Can I track my shipment?
A tracking number will be provided after shipment. You can check the shipping status on your order page at any time.
11. What if my package arrives but I'm not home?
The courier will usually:
Attempt a second delivery
Place it in a parcel locker/collection point
Or contact you by phone to arrange a time
If it's returned to the warehouse after the storage period, we will assist in reshipping it (additional postage may apply).
IV. Returns and Exchanges
12. Do you support returns?
Yes. You can apply for a return within 30 days of signing for the package. The item must be unworn, unwashed, undamaged, and with all tags intact.
13. Is an exchange free?
According to policy:
The first exchange is free.
For quality issues, returns and exchanges are free.
Multiple exchanges may require you to pay for return shipping.
14. How long does a refund take?
After warehouse inspection and approval, refunds will be returned to the original payment method within 3-5 business days.
15. Which items cannot be returned or exchanged?
Worn, washed, damaged, stained with cosmetics or odors
Missing tags or incomplete accessories
V. Winter Clothing Care
16. Can down jackets be machine-washed?
It is recommended to check the product care label. Most down jackets can:
Machine wash on the gentle cycle
Use a special neutral detergent
Tumble dry completely and then fluff up the fabric
For high-end fillings or special fabrics, professional dry cleaning is recommended.
17. Are wool/cashmere prone to pilling? How to deal with it?
Slight pilling of natural fibers is normal. You can use:
A special wool pill remover
Gently brush the fabric
Avoid pulling or rubbing to prolong its lifespan.
18. How to store down jackets?
Store only after completely drying.
Use a large-capacity, breathable storage bag.
Avoid compressing too tightly to maintain fluffiness.
VI. Customer Service and After-Sales Service
19. What are our customer service hours?
Typically:
Monday to Sunday, 09:00–18:00, 24/7 online consultation available.
20. What if the size doesn't fit?
Contact our customer service with your height and weight, and tell us your desired fit. We will recommend the most suitable replacement size.
21. What if I receive a damaged item?
Please contact customer service within 48 hours. We will provide:
Free replacement
Or a full refund
All shipping costs will be borne by us.
VII. Other Frequently Asked Questions
22. Does the product have an odor?
Winter coats and down jackets may have a slight storage odor due to sealed transportation. This will dissipate with ventilation. If the odor is unusually pungent, please contact customer service immediately.
23. Can I use a discount code?
Yes. You can enter the discount code on the checkout page. Some special offers may not be eligible for combined discounts.
24. Customer Support
If you encounter any problems, please contact our customer support team at engagement@kongsrs.com.