Help & Frequently Asked Questions

Your guide to shopping, sizing, delivery, and returns at Kivaroqi.

Women's Fashion & Product Information

01 — What kinds of clothing does Kivaroqi offer?

Kivaroqi is an online women's fashion store offering clothing for everyday wear, casual outings, and seasonal wardrobes.

Our collections include:

• Autumn and winter women's apparel.

• Sweaters, cardigans, and knitwear.

• Jackets, coats, and layering essentials.

• Dresses, skirts, and coordinated outfits.

• Versatile clothing for everyday styling.

Product availability may vary by season and collection.

02 — How do I choose the right clothing size?

We recommend checking the size information and garment measurements provided on each product page before placing your order.

Sizing may vary between styles, fabrics, and garment designs.

If you need help understanding a product's measurements, please contact service@kivaroqi.com before purchasing.

03 — What materials are used in Kivaroqi clothing?

Our clothing collection includes garments made from different fabrics and material blends, depending on the individual product.

Please refer to the product description for available information about fabric composition, texture, and product characteristics.

We do not assume that every garment uses the same materials.

04 — Will the clothing colors look exactly like the pictures?

We aim to present product colors as accurately as possible.

However, slight color differences may occur due to screen settings, lighting conditions, photography, and display calibration.

Please review the product images and descriptions before ordering.

05 — How should I wash and care for my clothing?

Care requirements vary depending on the garment's fabric and construction.

We recommend following the care label and any product-specific instructions.

For knitwear and delicate garments, avoid washing methods or temperatures that are not recommended for the particular item.

Ordering & Payment

06 — How do I place an order?

Browse our collection and select the clothing items you would like to purchase.

Choose your preferred size, color, and quantity where applicable, then add the items to your shopping cart.

Proceed to checkout, enter your shipping information, select an available payment method, and complete your order.

07 — What payment methods are accepted?

Available payment methods are displayed during checkout.

Payment availability may depend on the customer's location and the payment services supported by our store.

Please review the checkout page for the available options before confirming your purchase.

08 — Can I change or cancel my order after placing it?

If you need to change your clothing size, color, delivery address, or other order details, contact service@kivaroqi.com as soon as possible.

Order changes and cancellation requests can generally be considered before dispatch, subject to the order's fulfillment status.

Once an order has shipped, changes may no longer be possible.

For additional information, please refer to our Terms of Purchase and applicable cancellation rules.

Shipping & Delivery

09 — How long does it take to process my order?

Orders are typically processed within 1–3 business days after payment confirmation.

Processing time generally excludes weekends and applicable public holidays.

10 — How long will delivery take?

Our estimated standard delivery time is 10–20 business days after dispatch.

This estimate does not include the initial order processing period.

Delivery times may vary depending on destination, customs procedures, transportation conditions, and other logistical factors.

11 — Do you offer free shipping?

Yes. Kivaroqi offers free standard shipping on orders of $69 USD or more.

For orders below $69 USD, applicable shipping costs are calculated and displayed at checkout.

Please review the final shipping charge before completing payment.

12 — How can I track my order?

Once your order has been dispatched, tracking information will be provided when available.

Tracking updates may take some time to appear in the carrier's system.

If you need assistance, email service@kivaroqi.com with your order number.

13 — What should I do if my package is delayed or missing?

If your package experiences a significant delay, tracking information stops updating, or your shipment appears lost, please contact our customer service team.

Provide your order number and tracking information where available.

We will review the issue with the relevant shipping provider and offer an appropriate resolution in accordance with our Shipping Policy and applicable consumer protection laws.

Returns, Exchanges & Refunds

14 — What is your return period?

Eligible clothing items may be returned within 30 calendar days after delivery.

Return requests must meet the conditions stated in our Return Policy.

Please contact our support team before sending any merchandise back.

15 — Can I return clothing if the size or style does not suit me?

Eligible garments may be returned for preference-related reasons, including unsuitable sizing or changes in personal preference.

For a preference-based return, clothing should generally be:

• Unworn and unwashed.

• Free from stains, odors, and damage caused after delivery.

• In its original condition.

• Returned with original tags and packaging where applicable.

Any product-specific exclusions must be clearly disclosed and comply with applicable consumer protection laws.

Please refer to our Return Policy for complete eligibility requirements.

16 — What happens if I receive damaged, defective, or incorrect clothing?

If your order arrives damaged, defective, incorrect, or materially different from the product description, please contact service@kivaroqi.com.

Include your order number, a description of the issue, and photographs where relevant.

We will review the situation and provide an appropriate replacement, refund, or return solution.

17 — Who is responsible for return shipping costs?

For preference-based returns, customers are generally responsible for return shipping costs, as explained in our Return Policy.

If an item is damaged, defective, incorrect, or materially misdescribed, we will provide an appropriate remedy at no additional cost to the customer.

Return instructions and the applicable return destination will be provided after an eligible request has been reviewed.

18 — When will I receive my refund?

Approved refunds are generally issued to the original payment method within 5–10 business days after the returned merchandise has been received and inspected, or after another applicable refund resolution has been approved.

Additional time may be required for the payment provider or financial institution to reflect the refund.

Company & Customer Support Information

Who operates Kivaroqi?

Kivaroqi is owned and operated by Hangzhou Duanxi Zhenxuan Culture Media Co., Ltd.

Brand Name: Kivaroqi

Legal Company Name: Hangzhou Duanxi Zhenxuan Culture Media Co., Ltd.

Registered Business Address:

Room 768, 7th Floor, Building 1, No. 368 Xiangwang Street, Wuchang Subdistrict, Yuhang District, Hangzhou, Zhejiang Province, China

Customer Service Email: service@kivaroqi.com

Telephone: +86 137-3229-7118

For further assistance, please review our Contact Us, Shipping Policy, Return Policy, Terms of Service, and Terms of Purchase pages.

Effective Date: October 27, 2026