FAQ
Help Center
If you can’t find what you need here, email us at support@kehkinternationalsite.com and include your order number (if you have one). We reply as quickly as possible—typically within 1–2 business days.
Orders & Checkout
Can I edit my order or cancel it?
We start processing orders soon after they’re placed, so changes aren’t always possible.
Email support@kehkinternationalsite.com within 12 hours of ordering, and we’ll do our best to help.
I didn’t get an order confirmation email—what now?
- Check Spam/Junk and any “Promotions” tabs
- Search your inbox for our store name or your payment receipt
- If you still don’t see it, email us the name and email used at checkout so we can confirm whether the order was successfully placed
Do I need an account to place an order?
No. Guest checkout is available. Creating an account can make it easier to:
- View order history
- Save shipping addresses
- Track shipments in one place
What payment methods do you accept?
We accept major credit/debit cards and any additional payment options shown at checkout. Availability can vary by country/region.
Can I use more than one discount code?
Promotions may run from time to time. Unless we explicitly say otherwise:
- One code per order
- Codes generally can’t be applied after checkout
Shipping, Delivery & Tracking
How long does processing take?
Orders typically take 2–4 business days to process (verification, packing, routine checks).
During peak periods (holidays/New Year), processing may take up to 5 business days.
How long does delivery take after shipping?
Transit times vary by destination (estimates, not guarantees):
- United States: 10–15 business days
- Canada / UK / Australia: 11–16 business days
- Rest of World: 15–20 business days
How do I track my order?
Once your order ships, we email a shipping confirmation with tracking details.
Tracking tips:
- Updates may take 1–3 business days after the label is created
- Early “no movement” periods can be normal while the carrier receives and scans the parcel
Do you ship internationally?
We ship to many countries/regions. If your address isn’t available at checkout, email us and we’ll check what options may be possible.
Will I pay customs duties or import taxes?
International shipments may be sent DDU (Delivered Duty Unpaid). This means:
- Duties/taxes (if charged) are paid by the customer
- Customs delays are outside our control
My package is delayed—what should I do?
Delays can happen due to carrier capacity, weather, or customs clearance. Email us your order number and we’ll help verify the latest tracking status.
Tracking shows “Delivered,” but I can’t find it
Please:
- Check safe-drop areas (porch, mailbox area, concierge/mailroom)
- Ask household members/neighbors
- Contact the carrier first for GPS/delivery details (when available)
If it’s still missing, email us and we’ll assist where we reasonably can.
Returns & Refunds
What is your return policy?
Eligible items may be returned within 30 days of delivery if they are:
- Unused and uninstalled (if applicable)
- In original packaging
- Complete with all included parts (manuals, accessories, hardware/fasteners, tags, protective films/seals where applicable)
Please refer to our Return & Refund Policy for full terms and any exceptions.
Can I return an opened or used item?
Generally, no. For product integrity and safety reasons, we can’t accept returns for items that are used/installed, show wear, stains, scratches, or are missing parts—unless required by law or specifically stated in our policy.
What if my item arrives damaged, defective, or incorrect?
Contact us within 7 days of delivery and include:
- Your order number
- Clear photos of the item and packaging (outer box, protective materials, and shipping label)
We’ll review and provide next steps.
When will I receive my refund?
Once your return is received and approved, refunds are issued to the original payment method. Please allow 5–10 business days for the refund to appear, depending on your bank/provider.
Product Use & Care
Are your products safe to use?
Our products are intended for normal household use as directed. Always read the product page and any included instructions before use. If you have allergies or sensitivities (e.g., to materials), check the listed materials/specifications before purchasing.
What materials are used?
Materials vary by product (for example: fabric, plastic, metal, glass, wood, ceramic). Each listing shows key details. If you need confirmation, email us the product name/link and we’ll assist.
Is it normal if the item looks slightly different from photos?
Small differences may occur due to lighting, screen settings, and minor production variations. Dimensions may also vary slightly due to manual measurement. If something appears significantly different or defective, contact us with photos.
How should I clean and maintain home products?
General guidance (always follow the product page/packaging instructions first):
- Wipe with a soft cloth for routine cleaning
- Avoid harsh chemicals unless explicitly stated as safe
- Keep away from high heat/direct sunlight when applicable
- For fabric items, follow washing instructions (if provided)
Contact
Customer Support Email: support@kehkinternationalsite.com
Business Address: Unit - B, 4/F, Summit Building, 30 Man Yue Street, Hung Hom, Kowloon, Hong Kong
Brand / Store: kehkinternational
Website: kehkinternationalsite.com