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FAQ List

  1. Q

    Where to place an order?

    A Enjoyour exclusive membership offers, download our Kmall App so you can shop anytime, anywhere!
    ・Android: bit.ly/KmallAppAndroid
    ・IOS: bit.ly/KmallAppIOS
  2. Q

    How to create an account and place an order?

    A

    After downloading the Kmall app, click “Sign Up” and fill out your membership details. Please verify your account on email and log in, you will receive a FREE 100 Points as our gift!

    Follow these easy steps to place an order:

    8ee1a101549cc08d21c34e2f2206019b_1633789597_8833.png
     

  3. Q

    How to track order status?

    A

    Log in to your Kmall account and click this 8ee1a101549cc08d21c34e2f2206019b_1633789735_3155.pngor “Mypage”, click "you may view in the “Recent order history” section the order number and the status per order number. You may also check your email as we regularly send an update regarding your order.

  4. Q

    How to cancel my order?

    A

    To cancel an order, go to “Mypage,” click “Cancel order” then click “View order detail” of the order number you wish to cancel. On the order details, click the “To cancel the order” button andindicate the reason for cancellation. You may now proceed to reorder.

  5. Q

    How does rebate works?

    A

    More orders, more rewards!  

    Get the following rebate percentage from every order.

    • Per pc order: 1%

    • Per box order: 10%


    For our VIP members, get a 4% rebate when you order per box.


    Once an order status is marked as “Delivery Completed,” the rebate will be applied and will be credited as Kmall Points. 1 point is equivalent to 1 Peso, you may use the earned points as payment for your future shopping transaction. 

  6. Q

    How to redeem Kmall Points?

    A

    Upon checkout, simply input the preferred number of points you wish to redeem. With our ongoing promo, you can get 100 Points for FREE when you sign up at our website!


    Please note that you may only redeem the points if you have over 100 Kmall points

  7. Q

    What are the delivery options?

    A

    We offer Cash on Delivery in Metro Manila areas. We also have standard shipping NATIONWIDE through Gogo Courier or DPX Courier.

  8. Q

    How long is the delivery period?

    A ・For Metro Manila areas: 1-3 days
    ・For Covered areas: 3-5 days
    ・For Provincial areas: 5-7 days
    *Delivery period may be subject to change depending on the ongoing implemented quarantine guidelines.
  9. Q

    How would I know my shipping fee?

    A

    Avail of our NEW SHIPPING PROMO and check the standard Shipping Rate below:

    8ee1a101549cc08d21c34e2f2206019b_1633789997_6266.png
     

  10. Q

    Is there any additional charge for COD?

    A

    Yes, there is a Cash on Delivery (COD) charge on top of the shipping fee amounting to P50. Kmall will deliver the order to your given address (Applicable for Metro Manila areas)

    Our rider will call you when the order is ready for delivery. In case you are not available to receive the order, kindly leave the payment to your relative or authorized person.

  11. Q

    For shipping via courier, track your parcel here:

    A For your reference, you may check the status of your order here using the tracking number given by our team.
    ・GogoCourier: https://app.gogoxpress.com/track
    ・DPX Courier: http://dpx.ph/trackWaybill.jsp
  12. Q

    How to set a pick up request schedule?

    A

    Our pickup as shipping method is exclusive for WHOLESALE order only. Once notified that the order is ready for pick up, you may send us the following details on our Facebook page or contact number.

    PICK UP SCHEDULE:
    Requested by:
    Contact #:
    Date Requested:
    Order # for pickup:
    *Please indicate if Onhand/Preorder:
    Date of pick -up:
    Estimated time of arrival:
    Personal /via Lalamove/ Grab / others:
    Name of receiver:
    *Kindly note that we don’t cater to same-day pickup, kindly wait for our advice before booking an express courier (Booking and Shipping fee will be shouldered by buyer)

  13. Q

    What is the mode of payment available?

    A ・Dragonpay
    ・Cash on Delivery available for Metro Manila areas
    ・Bank Transfer or Deposit through our BPI and BDO.

    * To avoid hassle when sending payment, enroll our account in your online bank account
    * We cannot provide a QR code as our account is for corporate, not a personal account.

    Here are the links on how to enroll third party accounts in online banking:
    BPI: https://www.bpiexpressonline.com/p/1/9/electronic-channels
    BDO: https://www.bdo.com.ph/support-topics/iv-phone-banking-performing-financial-transactions/fund-transfer-can-i-transfer-money
  14. Q

    Payment guide

    A

    Please settle your payment within 48 hours after placing an order to avoid automatic order cancellation.

  15. Q

    How to send proof of payment?

    A

    You may send the proof of payment on our email at info@kmallph.com (Please indicate the order number you are paying for) or you may also send the proof before proceeding toplace your order at the checkout page, just click the “upload” feature.

  16. Q

    Is there a Return and Refund Policy?

    A For complaints such as damaged packages, claims, and other issues due to the courier’s mishandling of parcels, kindly contact the courier directly within 24 hours from the date it was delivered.
    ・Gogo Courier: customercare@gogoxpress.com
    ・DPX Courier: http://dpx.ph/index.html#contact

    For concerns, complaints due to manufacturing defects, and other concerns connected to the item itself, please email Kmall Philippines at info@kmallph.com or send us a message on our FB or IG page @kmallph within 24 hours from the date it was delivered.

    Make sure to provide photos and complete details of concern. Kmall Customer Service Representative should be able to provide you feedback within 3 days. Upon approval, the item may be subject to exchange (of the same item or other items equivalent to the item’s price) or the amount may be credited to your Kmall account (Kmall Points) that you may use on your next purchase or it may be refunded directly to your BDO/BPI account. For exchange and refund, processing will take 3 banking days. Exchange is subject to free shipping.