Frequently Asked Questions

New users refer to users who haven't purchased. New user discount are only available to new users.

If have any questions, please feel free to contact our customer service via email: afservice@koyye.com

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New users can enjoy the following discounts when placing the first order:

10% off all orders, use code: KY10

15% off orders $59+, use code: KY59

If have any questions, please feel free to contact our customer service via email: afservice@koyye.com

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You can check the delivery time at the bottom of the product details page, If it has not been shipped after the estimated delivery time, please contact us.

If have any questions, please feel free to contact our customer service via email: afservice@koyye.com


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Subscribe:

If you want to keep up with latest products and promotional activities, you can visit the "SIGN UP FOR OUR NEWSLETTER" section at the bottom of our home page. Once you are subscribed to our newsletters, you will get the latest updates and special offers from Koyye.

Unsubscribe:

If you want to unsubscribe from our newsletters, you can unsubscribe by clicking the "Unsubscribe" button at the bottom of the email. But once you unsubscribe from our emails you can't get the latest news of Koyye.


If have any questions, please feel free to contact our customer service via email: afservice@koyye.com

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Sorry, our website does not support changing your password temporarily, we suggest you look for the "Sign In" icon, and then click "Forgot Your Password" to change your password.

If have any questions, please feel free to contact our customer service via email: afservice@koyye.com


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Coupons are a great way of saving extra money on your orders. You can use coupons issued by site name when you purchase products from our website or APP. Using coupons will reduce the cost of your order.


If have any questions, please feel free to contact our customer service via email: afservice@koyye.com

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You can get coupons in the following ways:

1.On promotion pages

During special promotions, such as our Anniversary Sale and Black Friday, you will find different activities or games that can win coupons or allowance (which can be superimposed with coupons).

2.On product detail pages

You can go to the details page of any product to view the currently available coupons, click "COPY" to copy the code, and enter the code at checkout to use.


If have any questions, please feel free to contact our customer service via email: afservice@koyye.com

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You can use your coupon when you place the order. Here's how you can use it:

1. Place your order

Choose your desired product, click Buy Now or Add to Cart to place your order.

2. Use the coupon when you confirm your order

You will then be taken to the Order Confirmation page, where you need to confirm your order and use your coupon. There are two ways to add coupons:

i. Choose the coupon you have got.

ii. Apply the coupon CODE you have copied before. Click “Apply” and the discount rate or money rebate will be deducted from the total.

NOTE:
When using your coupon, please pay attention to the following:
1.Price won't be adjusted unless your order reaches the minimum.
2.The coupon cannot be used during the non-validity period.

If have any questions, please feel free to contact our customer service via email: afservice@koyye.com

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Sometimes, it looks like no coupons are available. In this case, you can check the following:


1. Are you meeting the minimum spending requirement? If not, you could add more products to your cart.

2. Is your coupon still valid? If the coupon is expired, you can't use it on your order.

3.The coupon receive limit has been reached.

4. The coupon usage limit has been reached.

5.The items in your cart cannot be used with the coupon. Some coupons are restricted to specified products, categories or promotion pages.

6. The coupon code has been incorrectly entered.


If have any questions, please feel free to contact our customer service via email: afservice@koyye.com

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You can use any of the payment methods listed below to pay for your order. We take your security very seriously, therefore your payment details are safe with us.


Paying with Credit or Debit cards

1. Choose your shipping address OR create a new one.

2. Choose Credit Card payment and click on your card type.

3. Enter your Card Details and check the Cardholder Details.

4. Click 'Make Payment' and your payment will be processed. A receipt will be sent to your email inbox.


Paying with Apple Pay

1. Log into your Koyye account.;
2. Choose Apple Pay payment method and click "PLACE ORDER";
3. Select or add your card on Apple Pay and submit the payment;
4. Your payment will be processed and a receipt will be sent to your e-mail inbox.


Paying with Paypal

1.Log in your PayPal account;
2.Enter your Card Details; the order will be shipped to your PayPal address, please check it is correct, then click Submit.
3.Your payment will be processed and a receipt will be sent to your e-mail inbox.


If have any questions, please feel free to contact our customer service via email: afservice@koyye.com

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The CVV/CVC code (Card Verification Value/Code) is located on the back of your credit/debit card on the right side of the white signature strip; it is always the last 3 digits in case of VISA and MasterCard.


Please copy your CVV/CVC code from the back of your card and continue with your payment.

VISA uses the CVV or CVV2 code, MasterCard uses the CVC or CVC2 code.


If have any questions, please feel free to contact our customer service via email: afservice@koyye.com

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There can be several reasons as to why a payment by credit card is declined. For instance, a typo, an invalid card, missing verification or a technical error on our website.


If your card information appears correct, it is best for you to contact the card issuer to request more information and accept the charges.


We are happy to offer the following alternative payment options: PayPal.


If have any questions, please feel free to contact our customer service via email: afservice@koyye.com

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You can check your order by the following ways:

1.To view your previous orders, Sign In Koyye with your email address and password.

2. Select the "My Account" icon to enter your personal center.

3. You can find the "ORDER HISTORY" icon in the upper left corner of the desktop page, click the order id to view the order details.

If have any questions, please feel free to contact our customer service via email: afservice@koyye.com

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If you need to modify your order, please contact our customer service as soon as possible before the order is shipped. Once the order has been shipped, we cannot modify it.

If have any questions, please feel free to contact our customer service via email: afservice@koyye.com

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Orders can be cancelled for several reasons:


1. All ordered products are out of stock

2. Unable to deliver

3. Your account has security risks and the system will automatically cancel it.


If have any questions, please feel free to contact our customer service via email: afservice@koyye.com

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1. If your order has not been processed or has not been delivered beyond the expected delivery time, please contact us and we will assist you to cancel the order.

2. If your order has been shipped, we are sorry to inform you that the shipped order does not support cancellation at the moment. It is recommended that you sign for it and then try again, or reject it. After the package is returned to us, we will arrange you a refund.


If have any questions, please feel free to contact our customer service via email: afservice@koyye.com


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You can track your order by the following ways:

1. By self-service query

a. You can click here to check your Order Status at any time,

#Email: the email address you filled in when you created the order

#Order number:after successful payment, you will receive an order confirmation email where you can catch your current order number.

#Tracking Number:after shipment, you will receive a shipping confirm email where you can catch your order tracking number.


b. You can track the order on your account or search the delivery information in www.17track.com with your tracking number.


2. By our email

After successfully paying and placing the order, you will receive a confirmation email, which will contain all the products you purchased this time; After the order is shipped, you will receive another email, which will contain the logistics tracking information of your package.


Some orders may not be able to successfully display the order logistics information due to a short time. Please do not worry. This does not mean that your package has not been shipped. Please wait patiently for a period of time and you will get the logistics information according to the logistics tracking information.


3.By our customer service team

If the above inquiry methods cannot solve your questions, you can get help through the following contact information. We welcome your consultation at any time.

If have any questions, please feel free to contact our customer service via email: afservice@koyye.com

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The total time you received your order, including order processing time and shipping time.


Processing time: Usually each order will be processed within 1-2 business days.

Shipping time: Usually, the shipping time for each order is 15-35 business days.


NOTE:
1.The delivery time depends on the delivery address when you place the order. The time between when your order has been shipped and delivered to you, it takes 15-35 business days at most times.
2.If you have ordered multiple products in one order, you may receive a few separate shipments, the delivery time may also differ.
3.In addition, the processing time of the order is also affected by the product inventory.
a. In stock: all orders will be packaged and shipped within 1-2 business days, and then the package will be arrived in about 15-35 business days.
b.Out of stock: the replenishment will be completed in about 20 days (We usually display the return time of products above the "Add to cart" button) and the delivery will be arranged for you as soon as possible. When the products are shipped, the package will be arrived in about 15-35 business days.
4.After the products are shipped, we will send you an email related to the delivery, and attach the logistics tracking information of this order in the email. You can check where your order has arrived according to this information.Please be sure to check your email information to prevent it from being thrown into the garbage bin.
5.Shipping time refers to the estimated delivery time after the order is shipped. Business days do not include Saturday/Sunday and any public holidays. These estimates are based on normal circumstances and are not a guarantee of delivery times. We are not responsible for the failures or delays in delivery resulting from any force majeure event, such as natural disaster, bad weather, war, and any other event beyond our direct control, such as public holidays and customs issues.


If have any questions, please feel free to contact our customer service via email: afservice@koyye.com

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The price is calculated based on the total price of your order.

We have three shipping methods that you can select when you place the order:
    1.Free Shipping: Estimated shipping time 15-35 business days on orders of US $79+.
    2.Standard Shipping: Estimated shipping time 15-35 business days with flat rate charge of US $10;

The exact amount is subject to the final price displayed on the checkout page.


If have any questions, please feel free to contact our customer service via email: afservice@koyye.com

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Countries/regions we do not ship to:

Albania, Algeria, Andorra, Angola, Antigua & Barbuda, Argentina, Aruba, Azerbaijan, Bahamas, Benin, Bermuda, Bosnia & Herzegovina, Botswana, British Indian Ocean Territory, British Virgin Islands, Brunei, Burkina Faso, Burundi, Cameroon, Caribbean Netherlands, Chile, China, Christmas Island, Cocos (Keeling) Islands, Congo - Brazzaville, Congo - Kinshasa, Cook Islands, Costa Rica, Croatia, Côte d’Ivoire, Djibouti, Dominican Republic, Egypt, El Salvador, Equatorial Guinea, Eswatini, Ethiopia, Falkland Islands, French Guiana, French Polynesia, French Southern Territories, Gabon, Georgia, Ghana, Guadeloupe, Guatemala, Guernsey, Guyana, Honduras, Hong Kong SAR, Iceland, India, Iraq, Jamaica, Jersey, Kazakhstan, Kyrgyzstan, Laos, Latvia, Lebanon, Lesotho, Liberia, Liechtenstein, Macao SAR, Madagascar, Maldives, Mali, Malta, Martinique, Mauritania, Mauritius, Mayotte, Moldova, Monaco, Mongolia, Montenegro, Morocco, Mozambique, Nauru, New Caledonia, Nicaragua, Niger, Nigeria, Pakistan, Palestinian Territories, Papua New Guinea, Peru (1 of 26 regions), Pitcairn Islands, Réunion, San Marino, São Tomé & Príncipe, Senegal, Serbia, Sierra Leone, Solomon Islands, South Africa (1 of 9 provinces), South Georgia & South Sandwich Islands, St. Barthélemy, St. Helena, St. Lucia, Suriname, Svalbard & Jan Mayen, Taiwan, Tajikistan, Tanzania, Togo, Tonga, Trinidad & Tobago, Tristan da Cunha, Tunisia, Turks & Caicos Islands, U.S. Outlying Islands, Uganda, Ukraine, United States (1 of 62 states), Uruguay, Uzbekistan, Zambia, Zimbabwe

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Tracking updates can be delayed when the parcel is:

1. Going through local customs clearance procedures
2. At the post office sorting center
3. Held up by uncontrollable factors including, such as labor strikes, bad weather, politic issues,etc.

If have any questions, please feel free to contact our customer service via email: afservice@koyye.com

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You may not receive your package under the following circumstances:

1.Your order is in transit, and it is within the estimated delivery time, please wait, in most cases orders will arrive within the estimated time. If your order has not arrived and it is taking longer than the estimated delivery time, please contact us.
2.Your order may have been returned for the following reasons:
-The courier attempted to deliver to you but could not find you to sign for the delivery.
-The shipping address is incorrect or incomplete.
-The package was rejected during customs clearance.
-The item is lost in transit.

If have any questions, please feel free to contact our customer service via email: afservice@koyye.com

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Customers can contact us within 30 days from the date of receiving item(s) except the Non-Returnable items. If you have received defective or damaged, wrong size or wrong product, please email us immediately.

For specific after-sales policies, please refer to the link at our website: Return Policy

If have any questions, please feel free to contact our customer service via email: afservice@koyye.com

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How To Return

1.Contact Customer Service with order information and a brief description of your return. We will email you a printable slip with more instructions. It contains our return address and basic information about your returned order.

2.Print the return slip and put it inside your package along with the item(s) you are going to return and pack the item properly.

3.Send item(s) back to us through local post office. If you are in urgent need of handling the returned parcels, please contact our customer service and provide a tracking number for the returned parcels.

4.We will process your return in 1-3 business days of receipt of the package.

Note:

1. Please contact us if you want to return an item. Return without prior discussion and authorization will not be accepted.

2. Please do not send your return to the address on your package. That is not our return address and will affect the processing of your return.

3. Please be sure to double-check your returns before. We are not responsible for the return of non-koyye products .

If have any questions, please feel free to contact our customer service via email: afservice@koyye.com


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We will notify you once have received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method.

Please remember it can take some time for your bank or credit card company to process and post the refund too.

If have any questions, please feel free to contact our customer service via email: afservice@koyye.com

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