As soon as your order is dispatched from our warehouse, you will be sent an email to confirm that it's on its way.
Our warehouse team works around the clock so you could receive the email in the day or the night.
From there it should be delivered within the timescale we advertise.
Sure! We are a globe-buying company which is expanding to as much countries as we can! If you want us come to your countries earlier,
invite more friends to register on our website!
The shipping time it takes to reach you will be dependent on individual shipping companies. While we will try our best to work with the most reliable shipping company, shipping delays do happen.
In normal case, we check every item before we ship out. We want all our customers to receive top quality goods so if you think there is a fault with an item you have received, please let us know straight away by contacting our Customer Care Team.
We will aim to resolve any issue with a faulty item as quickly as possible but we need you to tell us as soon as you discover the fault so we can resolve the issue for you.
Please include as many details as possible about the order and the problem with the goods and we will get an alternative sorted out for you.
1. Is it possible for me to return the items I have brought to Groupcow?
Owing to our extreme low pricing margin policy, all items sold on Groupcow.com are not refundable unless we made a mistake. Possible cases include:
- Your purchased item(s) when received (excluding packaging or any necessary parts) totally differ from the text and images descriptions on our product page in terms of colours, shape, structure or size - Items are faulty upon arrival - Wrong items - Items are out of stock - Production of items discontinued
Prior to returning an item, please submit a return form specifying your order number, reasons for returning the item(s), images proof of damages of fault (if any), and your contact particulars. Our fulfillment centre will get back to you with a Return Authorisation Code and the procedures of returning your item(s), such as the address etc., as soon as possible. The Return Authorisation Code is mandatory and should be specified on the returned item(s), so as to facilitate the refund process. Please note that any returned items without a Return Authorisation Code will not be processed. All returns are free and we will refund the return postage in the form of Groupcow credits. All returned items must be in the same new condition as when sold to you, including all packaging, tags, parts, accessories, manuals, and documentation. All items should be unused, unworn, unwashed, and unaltered. Shoes should be returned with the original shoe box, free of damage and postal labels. The items are your responsibility until they reach our warehouse, so make sure they are packed up properly and cannot get damaged on the way. If you return an item to us that is not received in a brand new condition we reserve the right to charge you a re-stocking fee. All returned items will be inspected on return. Please provide us with the tracking number of your returned item(s), so as to facilitate the refund process. Proof of postage has to be kept until the whole refund process is over. The refund will not exceed the amount you paid. Refund will be in the forms of Groupcow credits, paypal payment or bank transfer, depending on each individual case. Any item returned to us due to non-pick-up from post office is non-refundable. We will notify you via email once the returned item(s) reach us, and you may be required to pay extra postage for a re-delivery, otherwise your transaction will be cancelled without further compensation.
2. How do I return something to Groupcow?
If you are returning an item because of the following reasons:
- Received items (excluding the packaging or any necessary parts) totally differ from the text and images descriptions on our product page in terms of colours, shape, structure or size, - Items are faulty upon arrival, or - Wrong items,
please submit a return form and acquire a Return Authorisation Code before sending your items back to us. To facilitate the refund process, the returned item(s) must be sent to the designated address provided by our fulfillment centre and the Return Authorisation Code must be specified clearly on the returned item(s). Please note that any returned items without a Return Authorisation Code will not be processed. It may take 7-10 business days for your returned item(s) to reach the Groupcow Fulfillment Centers, depending on which postal service you use. Once we receive and inspect your item(s) (usually within 72 hours of receipt) and the item(s) is in the same new condition as when sold to you, including all packaging, tags, parts, accessories, manuals, and documentation, your refund will be processed. Replacements may be sent to you or funds may be credited back to your Groupcow account, credit card or account you made your payment with for the order within 7 business days. Please note that depending on your credit card company, it may take an additional 2-10 business days after we have credited your account before you can see it in your transaction records. We will send you an email as soon as we are confident that the returned item(s) are in a sellable condition and a refund or replacement is confirmed. However, if you are not returning the items you received for the above reasons, we are sorry that it is very likely that your items are non-refundable. Still, you may submit a return form specifying your reasons and we will see what we can do to reduce your inconvenience.
3. Will you refund me my delivery charge?
We will usually refund you what you paid for your order but not the delivery charge. This is unless your entire order was faulty or incorrect.
4. Have you received my returned items?
As soon as your return has been received and checked by our warehouse, we will inform you via email to let you know. In the unlikely event that you have not received any feedback from us after 12 days of returning your items, contact our Customer Care Team and we will get back to you within 24 to 48 hours. Make sure you let us know your original order number, your Return Authorisation Code, which items you have returned and the relevant delivery reference numbers (i.e. from the post office or a courier) when you contact us.
5. Can I cancel or change my order?
Cancellation or change of order is only possible within 24 hours upon payment confirmation. Please contact our Customer Care Team if you wish to cancel your order. The payment will be refunded in the form of Groupcow credits.
