FAQ

FREQUENTLYASKED QUESTIONS 

 

1.      What should I do if I have forgotten mypassword?

To re-set your password, please follow the ‘ForgotPassword’ instructions on the SIGN IN page. Please note, for security reasonswe are unable to send your old password via email, and we may request furtherinformation to verify your identity.

 

2.      Is my personal information kept private?

Please be assured that your personal information iskept private and confidential, and at no point will we share it with a thirdparty. For more information, please read our PrivacyPolicy in full.


3.      What payment methods do you accept and isit safe to use my credit card online?

We accept Visa, MasterCard, American Express, ChinaUnion, and Alipay. All payments are processed through a secure checkout system.

To ensure that you would not experience any delays toyour order, please make sure all your details are entered correctly.


4.      What kind of currency do you accept and howcan I choose the currency I pay in?

We accept HK Dollar


5.      How long does delivery take and how muchwill it cost?

We aim to deliver about 3 working day after sending out theacknowledgement email of the order. For the delivery details and charges toyour destination, please view our Shippinginformation.


6.      Do I need to sign for my order?

To ensure that your purchases arrive safelyand in perfect condition, we require proof of delivery for all orders and areunable to authorize for packages to be delivered without a signature.

 

7.      How much duties and taxes will I have topay?

The product prices displayed are exclusive of alltaxes and duties. Once your order arrives at a delivery duty unpaid destinationyou will be required to pay all import duties, customs and local sales taxeslevied by the country you are shipping to, in order to release your order fromcustoms.

For more details please view our shipping information.

 

8.      Do you ship to multiple addresses?

We are only able to delver to one address per order.If you would like to send your purchases to multiple addresses, we suggest thatyou place a separate order for each destination.

 

9.      Can I cancel or amend my order once it hasbeen placed?

We cannot currently cancel and change orders once ithas been placed. Your order will be proceeded once the confirmation email issent.

 

10.   Can I change my shipping address after myorder has been dispatched?

Once your order has been dispatched, we are unable toredirect your delivery to another address. To avoid any delays receiving yourorder, we suggest that you provide a suitable shipping address for thespecified delivery times.


11.   How can I track my order?

Once your order has been dispatched, you will receivean email containing your air waybill number to track your parcel. You may trackthe delivery status of your parcel at the website


12.   How do I return or exchange an item?

Making a return or exchange is easy and simply sendingus your request to our customer care not beyond 7 days of good s receipt.

For more information please view our Return & Exchange page.


13.   I cannot return my order within 14days,what should I do?

Please contact our customer care office via email cs@rococo-fashion.com if you think the frame will be aproblem, we always try and work out a solution to help.