Q: How do I contact Kokie Cosmetics?
For all order inquiries or assistance: tongxue319@outlook.
Q: Do you test on animals?
Kokie is proud to be cruelty free! We are certified officially through Leaping Bunny and PETA.
Q: What are your business hours?
We are open Monday to Sunday from 9 a.m. to 6 p.m. Eastern Time.
Q: How do I return something? Do you do refunds?
We stand behind every product we sell. If you are not absolutely satisfied with your purchase from 13LINGDAY, we will happily provide full refund or credit (including tax where applicable) for merchandise returned within 30 days of your purchase date, issued in the original form of payment. Please note, customer is liable for return shipping costs. All shipping fees are non-refundable. No restocking fees. Any damage package/products, please save all boxes and contact us with an image of the damaged product within 3 days of the receipt of goods.
Please refer to our return policy page for updates.
Q: How do I change or cancel my order?
To cancel an order, you can respond to the confirmation e-mail sent or simply e-mail tongxue319@outlook.. If the order has already been shipped, we can issue you a return number but you will be responsible for return shipping costs.
Q: Where can I buy 13LINGDAY cosmetics?
Currently only available from our online store.
Q: Is 13LINGDAY vegan?
While we are certified cruelty-free, our full line is not entirely vegan. More than half of our line is vegan and this information is highlighted on individual product pages.
Q: I’m an influencer interesting in promoting your product, who do I contact?
For all PR inquiries, please e-mail prtongxue319@outlook.com
Q: My package says “delivered” but has not arrived–what do I do?
You must contact us within 30 days of marked delivery date for a reshipment/refund. To receive a reshipment or refund, please submit a missing package claim to USPS via phone (cannot be done online) and provide us with the claim number so we can follow along in their investigation. Once you provide us with the claim number, we will reship out your order to the address on file.
Q: What if my shipping address is incorrect after my order is complete?
Please contact us at tongxue319@outlook.com as soon as possible with your order number and correct address so we can have your package headed to the right place! Please note: once tracking has been updated, there is no guarantee that the address can be modified.
Q: Where can I find out what ingredients are in your products?
Ingredient listings for each product is located under the “Ingredients” tab at the bottom of every product page.
Q: My package never arrived but I received tracking information?
We are not responsible for lost, stolen, or misplaced shipments. We are also not responsible for intercepting a package that you provided the incorrect address for. If this occurs, please contact the shipping carrier to file a lost package claim.
Q: I received my order and something is missing, what do I do?
Oh no! For any order that arrives incomplete, please contact tongxue319@outlook.com within 3 days of delivery date for assistance with “missing item” in the subject line.
Q: I received my order and something is damaged, what do I do?
Oh no! This is not up to our standards; please submit images to us at tongxue319@outlook.com along with your order number for a replacement.
Q: Where are your products manufactured?
Our products are made all over!
Q: What if I have any further questions about your brand?
For any question that was not answered above, please e-mail tongxue319@outlook.com