Faqs

Unfortunately, we do not offer exchanges at the moment, but you can place a new order and initiate a return of the existing order. Almost all items are eligible for returns and refunds within 90 days from the purchase date. The few exceptions are for:

- Clothing items that have been worn, washed, damaged, or have had tags, packaging, or hygiene stickers removed, or are part of an incomplete set.
- Items specifically labeled as non-returnable.
- Some free gifts.

Don't worry-if you haven't received your package, there are a few things that we can do:

1. Verify your shipping address. Go to the "Your orders" page on krayoco.com to confirm your order's shipping details.

2. If the address is confirmed, most packages are usually found to be accidentally misplaced. Look around your mailbox or drop-off location to see if the courier left your package near your house, in your mailbox, in front of your garage, or on your lawn.

3. Check if someone else accepted the package on your behalf. Ask your family, neighbors, or other household members to see if they accepted the delivery for you.

4. Sometimes a package can be marked as delivered when the courier is able to arrive at your address, but fails to make the delivery when they aren't able to reach you. Please check your phone messages and emails to see if the carrier notified you of a failed attempted delivery.

If there was a failed attempted delivery or you still aren't able to recover your package, the best thing to do is to contact the carrier directly. Please have your tracking number ready and refer to the numbers or website below to call your carrier for more information.

- Royal Mail: 03457 740 740

- Evri: https://www.evri.com/help-and-support/help-centre#/

- Yodel: 0344 755 0117

- UPS: 03457 877 877

- 4CUS: 1 877 993 4888

- FedEx: 44-3456-07-08-09

If you've tried the above steps but still can't find your package, please contact our customer service team for help.

There are two reasons why you may be missing items from your order.

1. Your order is overweight due to excess items.

For overweight orders, we may split the order and ship it out in multiple packages so that you get the other items in your order as quickly as possible. We will then ship out the remaining products as soon as they are processed. You can view details about your order in the 'Your orders' page of your Krayoco account. Click 'track' next to your order so that you can see if your items were split into multiple packages.

2. Items went missing during packing or transportation.

If you are missing an item from your order and it is not scheduled to be sent in another package, you may request a refund by the following steps:

- Click 'You' from the Krayoco app > 'Customer support' > 'Contact us', or click 'Support' on the top of Krayoco.com, then click 'Chat with Krayoco'

- Send 'missing item' and select the order you need help with

- Click 'Select missing item(s)'

- Select the item(s) and the quantity that is missing

- Upload the details of the missing item(s) and click 'Next'

- Select your refund method

- Click submit to request a refund for your missing item(s)

Once Krayoco issues your refund, please allow 5-14 business days (up to 30 days) for the refund to reflect in your original payment method, as processing times vary across financial institutions. If you opt for a Krayoco credit refund that can be used in the future purchase, it will be swiftly added to your Krayoco Credit Balance within 3 minutes.

Krayoco is a safe shopping website. We care about our customers' privacy and data security.

We can assure you that all of our payment links have PCI certifications. We work with major payment providers like Visa, Mastercard, PayPal, Apple Pay, and Google Pay, which all have stringent consumer protection policies and state-of-the-art technology in place to protect our customers' payment data.

We also describe in detail how we collect, use, and protect your personal information in our Privacy Policy, which can be found in Krayoco's Privacy and Cookie Policy

Protecting Your Data and Transactions on Krayoco

1. Advanced Security Protocols: Temu employs advanced security measures to protect your personal and payment information. This includes the use of secure socket layer (SSL) technology to encrypt data during transmission.

2. PCI DSS Compliance: Our compliance with the Payment Card Industry Data Security Standard (PCI DSS) ensures that your card information is handled securely throughout every transaction.

3. Regular Security Audits: We conduct regular security audits and updates to stay ahead of potential threats, ensuring that your shopping experience is both safe and secure.

Tips for Safe Shopping on Krayoco

1. Create a Strong Password: Use a unique and strong password for your Krayoco account and update it regularly.

2. Monitor Your Account: Regularly check your account for any unauthorised activity and report any problems immediately.

Beware of Phishing Scams: Be cautious of emails or messages that ask for personal information or direct you to a website other than Krayoco. Always verify the authenticity of such information.

Our Commitment to Your Privacy

1. Transparent Data Usage: Our Privacy Policy details how we collect and use your information.

2. No Unnecessary Data Sharing: We do not share your personal information with third-party merchandise partners on Temu, ensuring your data remains confidential and secure.

3. Customer Consent and Control: You have control over your personal information. We seek your consent for any data processing and provide options to manage your privacy settings.

In Case of Concerns

1. Reporting Security Concerns: If you encounter any security concerns or suspicious activities, you can report them directly through our secure channels.

2. Customer Support Access: Our customer support team is always available to assist you with any queries or concerns about your safety and privacy.

Krayoco's Safe Shopping Guarantee

1. Refund and Return Policies: In the rare event of an issue with your order, our comprehensive refund and return policies are in place to ensure your satisfaction.

2. Verification of merchandise partners: We rigorously verify all merchandise partners on Krayoco to maintain a safe and trustworthy shopping website.

3. Secure Payment Processing: With secure payment processing, your transactions on Krayoco are always protected.

Ensuring a Safe Shopping Experience Shopping on Krayoco is not just about finding great deals; it's also about feeling secure and protected. We continuously evolve our security measures to ensure that you can shop with confidence, knowing your data and other information are safe with us.

Our warehouse normally processes all orders within 1-3 days. However, if your order is taking a longer time to process, it could be due to particular items in your order which have longer than normal processing times.

You can view the estimated delivery time for each item in your order by going to their specific product pages. If you would like to receive the other items in your order ASAP, you may cancel the other longer-processing item(s) for a refund. Your remaining items can then be shipped out immediately.

We know you're excited to get your order through and so are we! If your order arrives late, we will issue a £4 credit (standard or Click&Collect) or a £9 credit (express shipping) to your account as a small sign of appreciation for your patience.

We sometimes do partial shipping to help you receive certain items from your order faster. While most items can be processed within 1-3 days, some items may have longer processing time for various reasons including, for example, being in different warehouses.

Your order may also be divided into two or more packages if the total combined weight exceeds the weight limits of couriers.

If your order is divided into multiple packages, you will be able to see the estimated delivery times and individual tracking numbers for each package in separate tabs on your order's tracking page. Just go to "Your orders" on Temu.com or your Temu app and click "Track" button next to the order you want to check.

If you haven't received any tracking updates on your order since it shipped, it's most likely because your order was sent from our overseas warehouses. Tracking won't update until your package arrives in the United Kingdom and is picked up by our local shipping partner to deliver to your doorstep. The local shipping partner will scan your package (only during business days) to update your tracking info.

You can track your order by going to the "Your orders" page of Krayoco.com. From there you will be able to find your order and click "Track" to view the latest tracking info.We know you're excited to get your order through and so are we!