1 Order Issue
1.1 Where is my order?
We have put a lot of focus on making sure the items get delivered to our customers as quickly as possible. It usually takes about 5-15 business days for standard shipping when the tracking number comes out.
1.2 Can I cancel my order?
Yes, you can contact our customer service at firstname.lastname@example.org ASAP to cancel (only) if the order hasn’t been sent out. Orders cannot be canceled after it is already shipped out.
1.3 Why I didn’t get an email about my order being shipped?
（NOTE: If you have not received our notification email, please check your spam email and move it to your inbox.)
After placing your order, we may need 1-3 business days to prepare your order. This will be our processing time to make sure that your order is accurate. This processing time does not include shipping time. We will inform you with an email after shipment or if there is any delay. If you can't find an email fifteen days after you’ve placed the order, please contact our customer service.
1.4 Can I change/modify my shipping address/size?
Yes, you can. It includes changing sizes or the color of an item, removing an item, and changing your shipping address. Please contact our customer service email. Please note that we can help you modify your order BEFORE shipment. Once your package shipped, we will not be able to change anything.
1.5 How to change/modify billing address?
If you've paid already, then no need to change the billing address, as we'll just ship the order to the shipping address that you left on our site. Therefore, it does not matter that the billing address is different from the shipping address.
1.6 Do all of your items shipped from USA?
Utcoco is a leading international online fashion store based in the HK. We have multiple warehouses all over the world. Your items will be shipped from the nearest facility that stocks the item you ordered.
1.7 I didn't register, but I placed an order. Where can I find my order?
If you don't have orders or finished everything in previous orders, you can create a new account with a new email address or your Facebook. If you have unfinished order(s), please remember your order number and we suggest you can create a new account after you receive your order(s). If you forget your order number, please contact our customer service email with consignee's name and email address.
2.1 How long does delivery normally take?
It normally takes 1-3 business days to process your order and takes about 5-15 business days for standard shipping, when the online tracking number comes out.
2.2 How can I track my order?
It may take 1-3 days to see any activity once it has shipped out from our end as the next facility need time to scan parcels. Please allow some time for the courier to update the latest tracking info after reaching the next station. If you can't track your package by the tracking number, don't worry, that’s because sometimes the package is sent from other countries so the tracking number will be invalid when it stays abroad, after it arrives in your country, USPS/UPS/FedEx will take this package then your tracking number will be available.
2.3 I still haven’t received my package, where is my order?
Your estimated delivery date including processing time and delivery time—please allow up to this date for your order to arrive. Please check the shipping info page for details.
You’ll be able to follow your order as it’s been sent with traceable service. To check this, all you need to do is log into your account and check "Track My Order". You can visit our Shipping Policy for more info.
If your estimated delivery date has passed and you haven’t received your order, please contact our customer service email for further help.
2.4 How can I deal with my package if I don’t want it because of the customs taxes?
Normally, our customers would not be charged tariffs. However, because of increasingly strict customs inspection, it happens sometimes. We have no control over these charges and we can’t tell you what the cost would be, as customs policies and import duties vary widely from country to country. As per our policy, customers need to afford the tariffs, so please contact the local customs office to get your parcel first. If you do not, there is a high possibility that your parcel is destroyed but not returned.
2.5 Why does it shows my package has been delivered but it hasn’t?
Packages might be delivered to your mailbox or signed by your neighbors. We suggest you check in your mailbox and with your neighbors first. Or you can check with the shipping company with your tracking number. If you still cannot find your package, please contact our customer service email.
2.6 Why did the attempted delivery failed?
It may due to these following reasons:
1. Consignee unavailable
2. Wrong shipping address
3. The parcel is delayed by the shipping company
Please check with the shipping company with your tracking number to arrange re-delivery. If you still cannot receive your package, please contact our customer service email.
2.7 Why it shows that my packaging number is invalid?
If there is a tracking number, it means that the parcel has been shipped out.
The parcel is sent from our warehouse first. Then parcels will arrive in the shipping company's processing center. Then each shipping company will pick up parcels. Once they have scanned those parcels, the website will update the tracking number. It may take 3-5 days to see any activity once it has shipped out from our end. Please allow some time for the courier to update the latest tracking info after reaching next station.
2.8 Why was my package returned?
There are multiple reasons:
1) Wrong or incomplete address
2) Invalid phone number
3) Unable to deliver
Please find the tracking number first and contact the shipping company for more information. You may also contact our customer service email for further help.
2.9 Why was my order divided into two or more packages?
We will do partial shipping for your order in the following conditions:
1) Items are in different warehouses.
2) Different items need additional preparation time.
3) Weight limit of customs or courier.
You will receive all the items you paid for.
2.10 Shipping time & fee
Receiving time = Processing time + Shipping time
For full info, please visit our Shipping Policy >
3.1 What’s the return policy?
We feel sorry that you're not 100% satisfied with the items you received, and we gladly accept returns and exchanges within 30 days of receipt for most items in new condition. Before you decide to return or exchange something, please read our return & exchange conditions carefully and make sure the items you want to return meets the following conditions:
Return & Exchange Conditions
1. You have 30 days to decide if an item is right for you, if not, you can certainly come to us within 30 days of receipt.
2. The following items cannot be returned or exchanged: bodysuits, lingerie & sleepwear, swimwear, jewelry, and accessories (except scarves, bags, and mermaid blankets).
3.Items with non-returnable marks and free gifts cannot be returned.
4. Items returned must be in their unused condition with the original packing. We do not accept a returned item that’s worn, damaged, washed or altered in any way.
5. We do not accept returned items that were sent back by you directly without checking with us first.
6. We do not offer Freight To Collect (FTC) service for the packages returned to us. The returns will be made at your own cost.
Note: The original shipping fee and insurance are non-refundable.
We are not liable for shipping fee under the following conditions:
1. Customer’s subjective factors and just dislikes the item.
2. No quality issue.
After you've made sure you meet all of the above conditions, follow these steps:
1. Please contact Customer Service email, indicating your order number/order email address, the item(s) you would like to return/exchange, the related photos and the reason. We will get back to you within 48 hours. Your patience will be highly appreciated.
2. After receiving return instructions from us, please package up the item(s) to be returned with the original packing.
3. Drop off your package at the local post office.
4. Most returns are processed within 5 business days after we receive your package. We’ll issue a refund to your payment account. Once your refund has been issued, you will receive a confirmation email.
3.2 How can I return items?
You may check out our Return Policy first, then submit an email about which items you want to return.
Note: Item ID or SKU is needed so that our agent can process your return request and offer the nearest return address to you.
3.3 How can I return/exchange items they are not as described?
You may check out our Return Policy first, then submit an email about which items you want to return with the following information.
1) Your order number
2) The item(s) name(s) or SKU number or pictures
3) A description of the problems and some clear pictures
We will process your return request and offer the nearest return address for you as soon as we can.
3.4 Can I exchange for a bigger/smaller size?
We accept a return for refund or exchange within 30 days after delivery.
3.5 What if I received a wrong /defective stained item?
We want to sort out any issues with wrong/defective/stained items straight away.
As soon as you discover a wrong/defective/stained item, please contact our support team with:
1) The order number
2) The item's name or SKU number or pictures
3) A description of the problems and some clear pictures
We'll get back to you as soon as we can.
3.6 What items cannot be returned?
The following items cannot be returned or exchanged: bodysuits, lingerie & sleepwear, swimwear, jewelry, and accessories (except scarves, bags, and mermaid blankets. More details can be found in our Return & Refund Policy.
4.1 When can I get my refund?
Refunds will be processed within approximately 7 to 10 business days after we receive your return. The exact time can vary and is subject to the individual payment provider. Once refunds have been processed, we recommend contacting your payment provider for updates. All original shipping charges are non-refundable.
4.2 What should I do if my refund is incorrect?
We’re really sorry if we’ve made a mistake with your refund!
If this is the case, please contact our support team and we’ll try and sort it out for you as soon as possible.
The following may affect the amount you have been refunded:
The delivery charge, which is only refunded for canceled orders before shipment.
Any discounts that were applied when you check out, which may not now be applicable.
4.3 What is the status of my refund?
Most returns can be processed within 5 business days after we receive your package. Considering 3-5 days for delivery, we may need 10-15 days to confirm your refund.
If you have chosen the refund to your credit card, the whole process may need 10-30 business days as your card bank needs to process the refund to you. Please understand that we need to refund to your card bank first within 48 hours. But your card bank may need 10-30 business days to transfer the money to your card account. We can't control the processing speed of your card bank. Please ask the card bank for detailed information.
We apologize genuinely for the inconvenience caused and thanks for your kind understanding.
4.4 Can you refund the price difference?
The different period has different sale prices. Prices are subject to change based on the price in effect the day you checkout, unfortunately, we cannot refund you the price difference.
4.5 I forgot to click the coupon when I placed the order. Can I get a refund?
Sorry but not. We offer an area to apply discount code when you checkout and we don't refund if you forgot to use it or get a coupon after you placed an order before.
So please don't forget again to use it next time when checking out and also be aware of the expiration date.
Please feel free to contact our customer service: email@example.com if you have any questions or need help on such issues.
If you have a coupon, the unused coupons due to personal subjective reasons shall be borne by oneself.
5.1 Why my payment is declined?
Please wait a moment and refresh your screen. If it doesn't work, please refer to the following information:
Firstly, check the card details to make sure the information is correct. e.g. the expiry date or your billing address.
(Common problems including incorrectly spelled name)
Secondly, make sure you enter the security code correctly - that's the three-digit numbers on the back of your card.
Lastly, your card issuer may have declined your payment – please contact the card-issuing bank.
If the above information still does not work, you may try to pay it with another payment method —or using PayPal which is more convenient and safe!
Or you could contact our customer service for further help.
5.2 What payment methods do you accept?
There are different ways you can choose to pay on our website. We support PayPal. If you don't have a PayPal account, you can pay in this way: Click Here >
5.3 Do you offer Cash on Delivery?
Sorry, currently, we cannot provide cash on delivery.
5.4 Why do I need to verify my payment on my order?
Your payment method has flagged us to do a thorough security check to assure that the payment method is being used by an authorized user. Please check your email and reply with the requested documents, and we will pay great attention to your info security.
6.1 Can I use one more than one discount?
One coupon code can only be applied to an order at a time. If you have more than one coupon code you may use those on your next purchase.
6.2 Why isn’t my promo code working?
It may due to these following reasons:
1) The discount is applied to the original price but not the sale price on the page. If the item is on sale or discounted more than the coupon discount, there might be not too much price difference after applying the coupon.
2) The code has already expired.
3) The purchase amount is limited.
6.3 I placed an order, but forgot to use a coupon,can i add it now?
Sorry for the inconvenience. Once an order has been placed we can not apply the coupon code.
7 Products & Stock
7.1 Do you restock sold out items?
If an item is marked as "Sold Out", we suggest you check the site frequently in the next two weeks in case it restocks. However, if it does not restock within a few weeks, it is likely to be removed from our online store.
7.2 Where are your products sent from?
Currently, we have warehouses in different countries. Most of our products are shipped from our warehouse in other countries, some of them are shipped from US. Available products will be sent as per the principle of proximity .
7.3 How do I choose size?
The most effective way to choose your size is to take your measurements and compare them to the detailed size chart. You could find a size guide on every product page. This will help you pick what size is best for your body type.
"One size" does not necessarily fit all sizes but means there’s only one size for this product.
7.4 Do you offer a wholesale discount for bulk buying?
Yes, we do. Please contact our customer service to enjoy a higher discount.
8.1 How do I unsubscribe?
Email - You can unsubscribe by simply clicking the unsubscribe button at the bottom of each email we send and follow the instructions.
8.2 Will you save my personal information?
We respect your privacy and keep your personal information confidential.
8.3 How do I reset password?
1) Before logging into your account.
2) Click "Forgot your password?", then you can update your password.
8.4 Why cannot log into my account?
There could be several reasons.
1) Most of the time is that you have entered the email address or password incorrectly.
2) If you signed in with Facebook the first time, you will need to click the "Join with Facebook" button to log in.
3) If you still can't log in, you could reset the password. Click "Sign in" on the top right corner of our homepage, then select "Forgot Your Password", enter your registered email address in the provided box and you may receive the reset email to create a new password with the link. Please also check your junk mail folder if you cannot locate our email.