FAQ- Frequently Asked Questions

Question That Can Arise In Your Mind

Can I cancel my order?

Yes, you can. There are two types of order cancellation:

1. Cancelling a paid order. If you haven’t received the shipping notification, you can cancel this order under “My Orders”. Or you can contact our Customer Service for assistance.

2. Cancelling an unpaid order: An unpaid order will be canceled automatically after 24 hours. Or please log into your account >> click on “My Orders” and click on the “Cancel Order” button. Your order will be cancelled.

Please note that we CANNOT cancel orders which have been shipped out. Therefore, please wait for your package to arrive and you may either keep it or contact us to return for refund. Please DO NOT refuse the delivery as the undelivered package will be destroyed by the third-party logistics.

How long does it take for my order to ship?

When you place an order with SKY HOPE we will have to process the order first. Processing usually takes 1-3 business days. Shipping time will be 6-8 working days by standard shipping and 2-4 working days by express shipping. Please refer to our shipping info for more details on how long it will take to get your package.

Why I didn’t get an email about my order being shipped?

After placing your order, we may need 1-3 business days to prepare your order.

This will be our processing time to make sure that your order is accurate. This processing time does not include shipping time. We will inform you with an email after shipment or if there is any delay.

Please make sure you login the right email account and please check your mailbox spam folder as well. If you can’t find an email fifteen days after you’ve placed the order, please contact our Customer Service.

What should I do if I did not receive a confirmation email?

If you have not received a confirmation email about your order, you may have registered your email incorrectly or the email might be in your spam folder. You may log into your SKY HOPE account and click “My Orders” button to see your orders. You may also submit a ticket ([email protected]) or direct chat online to find out more information about your order.

Can I change/modify my shipping address/sizes?

Yes, you can. It includes changing sizes or the color of an item, removing an item, and changing your shipping address. Before shipping out, it is ok to login your account to modify it on your own or please contact our Customer Service. Please note that we can help you modify your order BEFORE shipment.Once your package shipped, we will not be able to change anything.

How long does delivery normally take?

You will receive your order in 3-11 business days from the date that it is placed. Standard delivery may need more days than express delivery.

For delivery time after your order was sent out, you can check the Shipping Info page for estimated delivery days. Or you can log into your account >> click on “My Orders” and click on the “Track” button for more tracking details.

Why does it show my package has been delivered but it hasn’t?

Packages might be delivered to your mail box or signed by your neighbors. We suggest you check in your mail box and with your neighbors first. Or you can check with the shipping company with your tracking number and your ID card.

Tracking number can be found by click “Track” under “My Orders”
If you still cannot find your package, please contact our Customer Service.

I still haven’t received my package. Where is my order?

Your estimated delivery date includes processing time and delivery time, please check the Shipping Info page for details.

You’ll be able to follow your order as it’s been sent with trackable service. To check this, all you need to do is logging into your account and check “Track” under “My Orders” to follow your parcel.

If your estimated delivery date has passed and you haven’t received your order, please contact our Customer Service for further help.

Why was my order divided into two or more packages?

We will do partial shipping for your order in the following conditions:
1) Items are in different warehouses.
2) Hot-sale items need additional preparation time.
3) Weight limit of customs or courier.
You will receive an email notification when each parcel is being shipped.

Why did the attempted delivery failed?

There may be following reasons:
1. Consignee unavailable
2. Wrong shipping address
3. The parcel is delayed by the shipping company
Please check with the shipping company with your tracking number and your ID card to arrange re-delivery. If you still cannot receive your package, please contact our Customer Service for further help.

Why hasn't my shipping information been updated?

Sometimes it takes some time to update the information.

If your shipment is from our international warehouses, it is in transit or clearing customs, the information will not be updated until it reaches next shipping station.
Sometimes the shipping company may not update the package information in time.

We will try to update that info for you or please feel free to contact us to ask for help.

When i track my package, it says that the attempted delivery of my package was unsuccessful or my package was returned to sender. what should i do?

Please contact the shipping company and remember to provide your tracking number to find out more information.

If you still can not find your package, please contact SKY HOPE customer service as soon as possible. We will be more than happy to resolve this issue.

What is your return policy?

We’re bummed if you’re not 100% satisfied with the items you received, and we have made the returns so easy for you!

We only accept returns postmarked within 7 days from the purchase date. Use our return label to postmark your first return within 5 days from the purchase date, we’ll cover the cost of your first return shipping!

For later returns or additional returns after the first one, a $7.99 fee will be deducted per return package, or you can return by using your local post office at your cost.

Note:
Items returned must be in their unused condition with the original packing. We do not accept a returned item that’s worn, damaged, washed or altered in any way.

The following items cannot be returned or exchanged: bodysuits, lingerie & sleepwear, swimwear(except scarves, bags, and mermaid blankets).

Please do not send your return to the address on your package. That is not our return address and will affect the processing of your return.

What items can't be returned?

The following items cannot be returned or exchanged: bodysuits, lingerie & sleepwear, swimwear (except scarves, bags, and mermaid blankets.

More details can be found in our Return Policy.

What if I received a wrong/defective/stained item?

We want to sort out any issues with wrong/defective/stained items straightaway.
As soon as you discover a wrong/defective/stained item, please contact our Customer Service with:
1) The order number
2) The item’s name or SKU number or pictures
3) A description of the problems and some clear pictures
We’ll get back to you as soon as we can.

How long does it take for my refund to be processed?

Once we receive the returned items, it will take up to 7 days for us to process the refund. The exact date when the refund show up will depend on the refund method you selected. If you would like us to refund the amount to your SKY HOPE wallet, that will take 24 hours.

If you would like us to refund the amount to your credit/debit card, that depends on your financial institution which ranges from 7-14 business days. If you would like us to refund the amount to your Paypal account that will take 2-7 business days.

What is the status of my refund?

Most returns can be processed within 7 business days after we receive your package. Considering 3-5 days for delivery, we may need 10-15 business days to confirm your refund.

If you selected to refund to SKY HOPE wallet, the refund process will be 24h. If you selected to refund to your paypal, the refund will be issued to your account 2-7 working days.

If you have chosen the refund to your credit card, the whole process may need 7-14 business days as you card bank need to process the refund to you. Please understand that we need to refund to your card bank first within 24 hours. But your card bank may need 7-14 business days to transfer the money to your card account. We can’t control the processing speed of your card bank. Please ask the card bank for detailed information.

We apologize genuinely for the inconvenience caused and thanks for your kind understanding

How do I receive my full refund?

We will offer a full refund for all returnable item, excluding shipping fee, shipping guarantee and non- refundable items :bodysuits, lingerie & sleepwear, swimwear (except scarves, bags, and mermaid blankets).

Coupon codes and points will not be refunded as monetary value.

Can I exchange for a bigger/smaller size?

We accept return for refund or exchange within 60 days after delivery. The following items cannot be returned or exchanged: bodysuits, lingerie & sleepwear, swimwear, jewelry, and accessories (except scarves, bags, and mermaid blankets). Please note that exchange will need more days than processing a new order. Since it will be quicker for you to place a new order directly, we suggest you return for refund. Please contact our Customer Service for further help.

Still have a question?

Contact throught our support email or chat on our live customer support

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