FAQ
Frequently asked questions
GET HELP
The product I am interested is out of stock. is there any restocking notification service?
SHIPPING & PICK UP
SHIPPING TIME
SHIPPING RATES
Shipping Rates
RETURNS AND EXCHANGE
Criteria for Accepting Returns/Exchange
No embroderied items or alteration items will be granted for refund.
Please make sure that the item for returning/exchange is in a condition that it can be sold again and that the original package is intact(Please ensure the shoes box is not damages or smudged).
“Returns/exchange for any reason or without any condition” are limited to the following circumstance:
• The product has any manufacturing defects;
• The color, design model and materials of product are not consistent with the description on the website;
• The product is purchased in wrong size or doesn’t fit;
• There is any problems in the shipping process;
• You dislike the product;
• You purchase a wrong product;
• You receive a product flawed or with any quality defects. Such product may be returned only in accordance with the return/ exchange procedure for defective products and will be subject to additional limitations;
• For some specific offers / promotion events, a full return & refund is required for the orders purchased during the event. You have to return all the discounted products of the purchase, partial return & refund will not be accepted.
If you want to return your order, please make sure that your order meets the Criteria for Accepting Returns/Exchange. You can choose the following options:
• Process your return either through our online help or our service hotline by the following steps:
1. Our Customer Service personnel will set up a return code for you.
2. Choose from one of the following ways of returning the products:
1) The products will be picked up by S.F. Express at your place (Not applicable for Outlying Islands)
2) Deliver the products personally to a S.F. Express outlet near you or to a designated convenient store to process the return (Returning products to a convenient store would require a text message from KWSPORTSONLINE.COM).
3) Send the products back to KWSPORTSONLINE.COM directly through other couriers.
Once we receive the returned products and determine that they satisfy return conditions, we will arrange the refund as per your request as soon as possible.
• Please pack and seal your return securely in an undamaged bag together with the shipping slip or order form. Affix the return code on the shipping slip, and ship the parcel to Nike’s warehouse. (Please do not pack your return in the original see-through packing bag to prevent losing the products during shipping.)
If you want to return your order, please make sure that your order meets the Criteria for Accepting Returns/Exchange. You can choose the following options:
• Process your return either through our online help or our service hotline by the following steps:
1. Our Customer Service personnel will set up a return code for you.
2. Our Customer Service representative will S.F. Express to pick up the product at your place.
3. Please prepare all the required documents (such as invoice, return code and ect.).
*Please note that you have to return all the products for the orders deliver to Macau. Partial returns and refunds will not be accepted.
Once we receive the returned products and determine that they satisfy return conditions, we will arrange the refund as per your request as soon as possible.
• Please pack and seal your return securely in an undamaged bag together with the shipping slip or order form. Affix the return code on the shipping slip, and ship the parcel to KWSPORTSONLINE.COM warehouse. (Please do not pack your return in the original see-through packing bag to prevent losing the products during shipping.)
* When sending back the products to be replaced, it is necessary to write the replace order number on a piece of paper along with the package, or else you would have the sole responsibility of bearing the risk of product exchange. Please click here for information on shipment fees related to product exchange.
* The new exchanged item will be sent to the delivery address on the original order; if there is any change, please select the new delivery method and address when submitting the product exchange application.
* *If you request to exchange the products, your return request cannot be accepted before the exchange is completed. If you have requested an exchange for any of the products in the order, you cannot request for further exchange in the same order until the existing exchange process is completed.
• If you paid for the products by cash(only applicable to the orders deliver to Hong Kong), and you would like to arrange return and refund, you need to provide a personal bank account opened with
a Hong Kong local bank, in order for us to timely proceed with the refund. Our customer service staff will contact you to provide assistance for specific matters in this regard.
• Products not meeting the criteria for “14-day Unconditional Returns/Exchange ” or “7-day Unconditional Returns/Exchange ”
• Products that have been improperly used, including without limitation, having touched extremely damp objects, chemicals, gasoline, paint, detergent, solvent, or cooking oil, or having been overheated
• Products with loose threads or crackings due to external scratches by hard objects, or internal wear and tear
• Damaged products due to use for longer than service life
• Damaged products due to improper wash
• Products with color fading due to display
• Products with unclean appearance
• Non-Nike products
• Products not sold kwsportsonline.com