Order Confirm 

Immediately after your order is placed, an Order Confirmation email with a summary of your order as well as your shipping and billing details will be sent to you. 

Order Processing

Once your order is confirmed, your items will be prepared for shipping. Most items take 2-6 business days to be processed. 

Shipping 

We deliver to the next countries:  The Unite States(exclude Hawaii/Alaska/Puerto Rico), Mexico, Canada, Germany, France, The United Kingdom; below you can see shipping rates for every country.

Take some countries for example:
United States：shipping cost $6.9 for orders less than $59, Free shipping for orders over $59;

Delivery

Once your order is shipped, you will receive a Shipping Confirmation email with details about the items in the package as well as a tracking number and a link to the shipping company website. To track your package, simply click onto the link provided. You can also track the status of your shipment.

Please note that sometimes it takes the shipping company some time to update the status of the shipment and your tracking link may not work immediately. In the event of any unsuccessful delivery, you will also be notified by e-mail.

Estimated Standard Shipping Time: 

• United States: 6 ~ 12 business days
• United Kingdom: 6 ~ 8 business days
• Europe:  6 ~ 12 business days
• Mexico, Canada: 8~15 business days

Affected by Covid-19, there will be some delay on the delivery. 

Custom Tax or Duty

Normally, customers are not assessed any additional duties or taxes via Standard Shipping. However, sometimes customers may be required to pay tariffs on their purchases. If there are any custom duties or taxes levied, we can refund 30% of the tariffs. Please keep the receipt of the payment and contact our customer service by submitting a ticket.  

Payment

We accept credit card and paypal payment for your ordering in Pinokiss.com online. You can choose the payment method during the order process. 

Credit Card

Paying by credit card is safe, easy and convenient at Pinokiss.com. We currently accept the following forms of card type:

• VISA
• MasterCard
• Maestro
• Japanese Credit Bank (JCB)
• American_express
• Visa_electron
• Groupement des cartes bancaires (CB)
• Discover
• Diners Club
• Unionpay
• Paypal

Pinokiss does not store or review your credit card information. As such, should any issues arise regarding your credit card transaction, please contact your credit card company. Pinokiss cannot accept any responsibility for any credit card payment issues. 

PayPal

With PayPal you can send payment quickly and securely online. You can pay with credit card, debit card or through your bank account. Once your order is submitted, you will be redirected to PayPal’s site where you can make the payment.

Return & Refund

14 Days easy Return/Refund

We have high quality control standard to make sure all the products we ship in perfect conditions, if you are not 100% satisfied with the items you received, we gladly accept the return&exchange within 14 days of receipt, please make sure items in new condition. Note that overdue requests may not be accepted.

What is your Return & Refund Policy?

1. You have 14 days to decide if an item is right for you, if not, you can certainly come to us within 14 days of receipt.
2. Returns must be received in new condition; unused, unworn, unwashed. Items returned with obvious use, makeup, deodorant, perfume, or similar product stains will be subject to refusal.
3. Any address on the parcel is not approved return address,and we don't accept the returned package without authorized return address from customer service representative. Our return warehouse is now in North America.
4. Shipping charges in original order & discount by coupon are non-refundable.
5. Please return through your local post office.
6. Customer should take the return shipping cost. Exception is when we sent wrong or defective item. In this case, we cover shipping costs.
7. For the returns, No signature required! Please do not add signature service otherwise we are highly likely not to receive it and this will delay your refund progress.

How to return the order?

1. Contact [email protected] for return. 
2. Our customer service will communicate with you in time within three business days, and approved your application. Please pay attention to the reply we sent every time.
3. After application approved, you will get the Return Label. Our return warehouse address is: 
   Street:  8148 169th Street
   City: Jamaica,
   State:  New York 
   Code: 11432
4. Pack the items you want to return, and ship them back by any shipping company available, Post Office is recommended to avoid tax.
5. This the most important step, please send us your return tracking number and shipping company by email. Without this info, we can't apply any refund for return.
6. You can also track the package online, then you will know when the package delivered to us. 
7. Once we have received the returned item(s), our customer service will apply the refund in 5 business days and will be made in the original method of payment.
8.  It normally takes 1-15 business days for the refund to appear on your bank account or credit card. Or 1-3 business days in PayPal (normally in 48 hours ), that depends on the original way you used.

Note:
1.    Pinokiss is not responsible for missing, damaged, or packages lost in return transit, you can contact shipping company for a claim
2.    Please be sure to double-check your returns before shipping them out. We are not responsible for the return of non-Pinokiss products. We can’t refund until you contact shipping company to return to correct address or return correct products.

How to exchange the order?

You can make a new order first, and when we get the return, we will apply  refund of the items you returned. 

Can I have a full refund for the return?

We will offer refund of the items you returned. The original shipping fee are non-refundable. Please note that the customer is responsible for the return shipping fee. We will not charge any restocking fee for return.

 Can I apply for refund if the products damaged on arrival?

Yes, you can contact our customer service with pictures showing damage detail. If the damage is due to shipping, we will refund products cost in order not including discount as well as shipping cost.

How can i get refund if the order shipped?

We suggest you waiting for the order delivery. If you still want to refund, you can go return process above.

For other scenario, you can contact us for inquiry.