Order and Delivery FAQ

How do I know if my order has been successfully placed?

Once you have successfully made payment, you will be brought to a page to confirm your order placement and you will receive an email from us within 30 minutes of you placing an order with us, you’ll receive a confirmation email with your order number. If you haven’t received an email, please check your ‘Junk Mail’ folder as many email accounts will automatically ‘Junk’ any emails that are sent from unrecognised email addresses. To prevent any future confirmation emails from us going into your junk mail, add support@kasouwig.com to your address book. That way we’ll always be able to get in touch with you about your order.


I made a mistake of my order, how can I correct it or cancel the order ?

If you haven't pay the order, do not pay it and submit an order cancellation, then place a new order with correct information. The unpaid transcation will be auto-deleted by system in 24 hrs.
If you send the payment, please contact us asap via station letter ' my inbox ' or support@kasouwig.com, we'll help you correct it if your ordre has not been shipped.
We can not stop the shipped packages, but let us know, we can discuss a solution.


Do you deliver to PO Boxes?

Yes.  All orders being sent to a PO Box address will be delivered by your local post office. But all expedited shippings can not deliver to PO Box addresses, please make sure you leave correct address if you need to use faster shipping.

What does ' Add Shipping Insurance to your order' mean ?

Shipping insurance offers premium protection and safety for your valuable items during international shipping. We'll reship your package immediately before post office compensation for the losses at no extra charge if it's lost or damaged.
 

Why my package tracking says 'Not found', what shall I do?

General explanation:

  1. The carrier hasn't scanned and entered tracking information for your package yet.
  2. Your tracking number is incorrect or invalid. ( Plese verify with us if necessary ) 

Generally, after we ship your package, it will be processed by the carrier, then they scan and enter the tracking information. There might be a delay between these scanning events and tracking availability in their system. Usually it takes a few days for processing, therefore the tracking information may not appear online immediately, please try to track again later.


Where's my parcel? I ordered a month ago.What Can I do ?

View delivery timeframe of Global Registered Airmail/ePacket (Not including rural areas)  :)

Day 1-3 Acceptance/In Origin
Day 3-5 In transit
Day 5-7 Departure from outward office of exchange/Exporting
Day 7-9 Pending Custom clearance/Exporting

After exporting/departure, the shipping status will not be updated until the parcel arrives in the next location.

Day 9-15 Arrival at inward office of exchange/In Destination 
Day 15-20 Pending Custom clearance/Importing
Day 20-30 Domestic transport and last-mile delivery

Day 45-60 If not delivered successfully, the parcel may be returned back to the sender.

Please contact us with your Order number and delivery details. We will be more than happy to look into this for you! 

Also when your parcel arrives in your country, if you are anxious about getting your stuffs, you may try to contact your local carrier to get the delivery expedited.
 

How can I submit a change of the address?

Normally, if the parcel has been already shipped out, the address could not be changed then. You can only wait until your parcel arrives in your country then submit the request of address change to your local shipping carrier. You can visit the carrier's official website to get help as well.

Who will deliver my parcel?

We use three different couriers, post office, 4PX express agency and DHL , and what courier we use depends on what is best for your delivery area. For orders going to United States we use China Post - epacket service.  Orders going to Canada and Australia will be sent via 4PX express- ePacket service ( Our local post office doesn't support this service, so we entrust our packages to 4PX to process them in other cities). Orders goes to Most EU countries will be sent via 4PX express agency ( probably use ePakcage service, Royal Mail or DHL eCommerce depends on what is the best for your country). For the rest of countries will be sent via DHL eCommerce or China Post standard airmail.


Can my order be left in a safe place/with a neighbour? 

Yes. If you know you will be out during the delivery you can leave a signed note for your parcel to be left in a secure place at your delivery address or with a neighbour. Without a signed note your parcel will be taken to our courier's nearest depot to await collection or re-delivery. Please be aware that once our courier has received a signed note and left a parcel under your instruction, Kasou Wig cannot be held liable for any damages incurred to the parcel. 


I missed delivery, what should I do ?

If you opted for EMS or DHL during your purchase, courier should leave a notification card for you to contact them, if not simply call your nearest post office or DHL call center respectively to arrange a re-delivery with your tracking number or name . If you are on Registered Shipping,  you can call post office customer service center with the tracking number to re-arrange the delivery , or try your luck at the nearest post office telling them your tracking number / reference number to see if they have your package. Uncollected packages after 10 working days are usually sent back to sender which will incur additional charges.
 

My package is sent back by the postal or courier company, I still want it, what should I do ?

Uncollected DHL packages after 3-5 working days / Postal packages after 10 working days are usually send back to sender, orders with incorrect address/name will also be returned. This may take a a period of time for it to arrive at our storehouse because of a different shipping route.
We'll reship your order out immediately at no extra charge once we're sure the package is on the way back to us if you added nsurance to your order. If not, we'll reship it once we receive the returned package with $4 extra fees.