2019-08-21
COMMON PROBLEM

1. Placing an order online

Please select your desired items, add them to the shopping bag and proceed with payment. You can fill in your shipping address or choose "pick up in store" service. After filling in the required information and completing payment, the order is placed. We will process your order as soon as possible and inform you via SMS.

2. Product and size information

The e-store offers a wide selection of products and the catalog is updated regularly with new arrivals.
Each product page will include a size guide to help you to determine your best fit.

3. Payment options and taxes

We accept 3 payment methods including union pay, alipay, WeChat pay etc.

4. Order confirmation

Upon completing your purchase and placing your order, you will receive an SMS informing your order has been generated. Once the availability of the items is confirmed, we will send you a confirmation SMS.
If you do not receive the confirmation message within 48 hours of completing your purchase, please contact us to verify that the order has been correctly processed.

5. Pick up in store

Customer may request to collect the products designated by Prada directly from a store which may be selected on the Website at the time of the purchase.
Once the merchandise is available for pickup, you will receive a SMS and please present the SMS at the store upon collection, along with the ID of the recipient.  The merchandise will be available for 7 days after the notification message is sent. If after 7 days  the item has not been picked up, we reserve the right to cancel the order and refund the amount paid. We will try to contact you to notify the cancellation, however, if we are unable to reach you, the order might still be cancelled.

6. Delivery time

The estimated delivery date will be 2 to 4 working days after confirmation. Fragrance and personalized item delivery may take longer time.

7. Modifying your order

Order cannot be modified once payment is made. If there is any changes required, please contact our Client Service to cancel the order and place another order using the updated information. Order of hot-stamped personalized product cannot be canceled.

8. Order cancelled before shipment

If we need to cancel your order under special circumstances, we will contact you regarding the cancellation and process the refund as soon as possible. Cancellation can occur in a number of circumstances including - without limitation - when the item ordered is out of stock or an error is discovered in relation to any information on the website.

9. Need assistance?

ou can contact our Client Service by phone at 400 606 1993 (Monday to Sunday, 9:00 – 20:00 Beijing Standard Time) or by e-mail at client.service@kezermi.com

We are dedicated to provide excellent and trustworthy service.