FQA
ORDERING & SUPPORT
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Q: I need help with my order but can’t reach customer support.
A: Our Customer Care team is available Monday to Friday, 11:00 AM – 6:00 PM (GMT+8), excluding Hong Kong public holidays and weekends. We aim to respond to all enquiries as promptly as possible and appreciate your patience during busy periods.
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Q: What should I do if my order is missing?
A: If your order appears to be missing, please contact our team at teamkhalos@gmail.com with your order number, and we will assist you.
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Q: How do I change or cancel my order?
A: To ensure timely fulfillment, orders begin processing shortly after they are placed. Once an order has been submitted, it cannot be modified or cancelled.
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Q: How long does order processing take?
A: Orders are typically processed within 2–5 business days.
Estimated delivery times:
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Hong Kong: 3-5 business days (after processing)
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International: Approximately 7–15 business days
Please note that processing times may be longer during peak periods. We do not ship on weekends or public holidays.
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Q: Where can I track my order?
A: Once your order has shipped, you will receive a shipping confirmation email containing your tracking number. You can also view your order history by logging into your KHALOS.shop account.
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Q: Do you charge sales tax?
A: We do not charge sales tax. However, international orders may be subject to customs duties or import taxes imposed by your local authorities. These charges are the responsibility of the customer.
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Q: My order is missing an item or arrived damaged. What should I do?
A: Please contact us at teamkhalos@gmail.com within 7 days of receiving your package. If an item is damaged, please include photos of the item and the original packaging so we can review the issue.
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Q: I entered the wrong shipping address. Can I change it?
A: Once an order is placed, we cannot guarantee address changes. Please contact us immediately, and we will do our best to help if the order has not yet been handed over to our courier.
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MY ACCOUNT
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Q: I forgot my password. How do I log in?
A: Click “Forgot Password” on the account login page and follow the instructions to reset it. If you need further help, reach out to us at teamkhalos@gmail.com.
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Q: How can I unsubscribe from promotional emails?
A: You may unsubscribe by clicking the link at the bottom of any KHALOS.shop promotional email. You can rejoin our mailing list at any time!
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OUR PRODUCTS
Q: Are your products safe to use?
A: Yes. At KHALOS.shop, our products are thoughtfully formulated, tested, and produced in compliance with international quality and safety standards.
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Q: Are your products cruelty-free?
A: Yes. We do not test our products on animals.
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Q: Where are your products made?
A: Every khalos.shop product is manufactured in Hong Kong. We prioritize high-quality production and local craftsmanship to ensure that every item we ship meets our strict quality benchmarks.
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Q: Is the packaging eco-friendly?
A: Yes, our bottle is made from recycled glass, and all packaging boxes are produced using recycled paper to reduce environmental impact.
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Q: Can pregnant women and children safely use Khalos products?
A: Our products are tested in our factory and designed with safety in mind. For pregnant women and children, we always recommend consulting a healthcare professional before use for extra peace of mind.