Customer Support & After-Sales Service

At Kindmoro, we are committed to providing reliable customer service and a smooth shopping experience. If you have any questions regarding your order, our support team is here to help.

Customer Support

Support email

th2575206@gmail.com

Customer Service Hours
Monday – Friday
9:00 AM – 6:00 PM (HKT)

Response Time
We typically respond to all customer inquiries within 24–48 business hours.

During holidays or high-volume periods, response times may be slightly delayed.

Order Support Process

If you need assistance with your order, please contact our support team with the following information:

Order Number
Full Name
Email Address used for the order
Description of the issue
Photos or videos (if applicable)

Our team will review your request and provide a solution as quickly as possible.

Return & Refund Support

For return or refund requests, please refer to our Refund Policy. We do not offer direct exchanges; quality-related replacements may be arranged after review.

Contact our support team within 30 days of delivery for our voluntary return option; statutory cancellation and faulty-goods rights apply separately
Provide your order information and the item concerned; a reason is not required for a statutory cancellation
Our support team will review and provide return instructions
Once the returned item is received and inspected, refunds will be processed to the original payment method

Your payment provider may take 3–7 business days to display a refund after we issue it. This does not extend any statutory refund deadline. Our Refund Policy explains return costs and when original delivery charges are refundable.

Damaged or Incorrect Orders

If your order arrives damaged, defective or incorrect, contact us as soon as possible. Reporting delivery damage within 7 days helps us investigate, but is not a deadline that removes your statutory rights. Photos are helpful where available; other evidence of the issue can also be considered.

Please include:

Order Number
Clear photos of the item and packaging
Description of the issue

We will review the case and arrange a suitable resolution, including replacement or refund if applicable.

Disputed Orders & Chargebacks

You are welcome to contact our support team for help before opening a payment dispute or chargeback. This does not restrict your right to contact your payment provider or use another remedy available under applicable law.

For disputed transactions:

Our team will investigate the order details, shipping confirmation, and communication history
We may request additional information from the customer for verification
We aim to resolve disputes fairly and efficiently through direct communication whenever possible

We may investigate suspected unauthorised or fraudulent activity and take proportionate action where lawful. A genuine complaint does not remove your consumer rights.

Shipping Delays

While we strive to ensure timely delivery, shipping delays may occasionally occur due to:

Customs processing
Carrier delays
Weather conditions
Peak holiday periods

If your package is delayed, please contact our support team and we will assist with tracking and updates.

Our Commitment

Kindmoro is committed to providing clear communication, reliable after-sales support, and a positive customer experience throughout every order process.