FAQs

I used the incorrect shipping address for my order. Can you change it?

Please email us at help@shopkhoi.com as soon as possible to fix your delivery address. Once the order is shipped, we are unable to change the shipping address. Should the package be returned to us, we will reach out to you via email for reshipment or exchange.

What if my package or an item from my order arrives damaged?

In the event that your item is damaged in transit please contact the shipping carrier to file a claim. Please also email us at help@shopkhoi.com to let us know your product or package was damaged by the carrier. We are happy to cooperate with the shipping carriers investigation and provide any information they may need from us in order to resolve your claim.

What if my package is lost or stolen?

Please be advised that we are not responsible for lost or stolen items once your order has shipped. If your order is not received according to the tracking detail provided, you must file a claim with the carrier and notify of the lost or stolen package via help@shopkhoi.com. Once a claim is filed and a claim number is obtained, we will work with you toward resolution of the issue based on the shipping carrier's findings.

What if an item is missing from my order?

We use a verification system to ensure your order is accurately fulfilled.  If an item is missing from your order please make note of whether or not your package appears tampered with or covered in clear plastic tape as these are indications of tampering or repackaging by the carrier.  Please then email us at help@shopkhoi.com with your order number, missing item, and an image of how your shipping box arrived (if available).  We will then replace or provide a refund for the product according to your preference.

What if an item I purchased becomes damaged after wear?

We are only able to refund/exchange damaged items within 48 hours (about 2 days) of delivery (as indicated by tracking information), Items damaged past the indicated date cannot be refunded or exchanged at any time. If an item arrives damaged, please contact us at help@shopkhoi.com within 48 hours of receiving the item or purchasing in store. You will need to provide us with your order number, the name of the item, a photo of the damaged item and a brief description of the damage.

In some cases, we may request that the damaged item be returned to us and will provide you with a prepaid shipping label.

We review damages on a case-by-case basis and some cases may provide store credit. In the case thatyour refund is approved, we will issue a refund to the original form of payment used to purchase the item. Please allow 5-10 business days for the refund to appear on your card.

What if I change my mind after purchasing, it doesn't fit or purchase the wrong item by mistake?

We are unable to offer returns or exchanges in the event you change your mind or purchase the wrong item(s). To ensure you are completely satisfied with your purchase, please review all materials, sizing, and other pertinent information prior to purchasing.

What if an item is too heavy?

We are unable to offer refunds, exchanges or credits towards items that personally feel heavy. Please review and understand all weight information prior to making your purchase. 

What if I am charged customs on arrival?

We are not responsible for customs charges for international orders. If you are unwilling to pay the customs costs presented by your country, you may abandon the package through communication with the carrier. Under no circumstances will we be able to credit, refund or send new items for abandoned orders.

What if my international order arrives damaged/lost?

Unfortunately, we are unable to replace/facilitate returns of international items. If your products are damaged during delivery, you will need to file a claim with your local postal service for compensation. KHOI is not liable for damage caused by international couriers.