FAQ

1. Do I need an account to place an order ?
   No, all you need is an email address. We recommend that you register for an account to start adding pieces to your Wishlist, but, you can also place and track orders as a guest and sign up at a time that suits you.


2. Change your password
   Log in to your account by selecting Login / Sign up located in the upper right hand corner. Please select “Hello____”. Select My Account from the menu. Under Account Information, select Change Password.


3. Forgot your password ?
   Don’t worry, simply click on Login / Sign up in the upper right hand corner. Select “Forgot Your Password” to be directed to the password assistance page.


4. Change your sign-in information
   Log in to Congo Congo by selecting Login / Sign up located in the upper right hand corner. Please select “Hello ___”. Select Account from the menu. Under My Account Information select Change Email. You will be prompted to enter and verify a new email address. After changing your email address, you will need to use that new email address to log into your account.


5. Add or Remove Address
   Log into Congo Congo by selecting Login / Sign up located in the upper right hand corner. Please select “Hello ___”. Select Account from the menu. Under Shipping, click Address Book.


6. How do I receive Congo Congo email updates ?
   Stay informed of new arrivals and exclusive offers by entering your email address at the bottom of our homepage. You can then manage your email preferences under My Account.


7. View Gift Cards
   Log in to Congo Congo by selecting Log in / Sign up located in the upper right hand corner. Select “Hello ___” and select My Account from the menu. Underneath Payment, select My Gift Certificates to see all the gift certificates associated with your account.

Ordering and Payment

1. Track your order
   Log into My Account and select the order you want to track. Click the Track Order button to follow your parcel.


2. Check estimated delivery date
   You will find this date in your order confirmation email and in the orders section in My Account.
   Please remember that this date is an estimate, with Covid-19 in mind, your order may arrive slightly before, on or slightly after your estimated delivery date. To see progress of your order, check Track Order.


3. Which payment methods do you accept ?
   • PayPal
   • Stripe
   • Doge
   • Ethereum
   • USDC
   • USDT
   • Metamask

   
   
   We only accept fiat payment in China.
   For your safety, security checks are taken on all payments made to us at the time of purchase.


4. Order Processing
   Orders are processed pending availability and credit verification. Orders placed on Friday after 7:00pm HKT (Hong Kong Time) will begin processing on the following Monday. Congo Congo will contact you with a follow-up email if the item ordered is not currently in stock or if we need additional information for credit verification. Delivery time does not include Sundays or public holidays.
   Because of the contracts and relationships we have with our vendors and suppliers, the items sold on our site are intended for personal use only, not for resale. We reserve the right to cancel orders that appear to be for resale purposes.


5. How will my order be packaged ?
   Your order will be carefully packaged in a protective Congo Congo box - with branded dust bags if provided by the brand to ensure it arrives to you in a great condition.


6. Can I cancel my order or make changes to it ?
   Yes, you can cancel your order within 24 hours before we prepare your order. Just head to Orders & Returns and simply cancel your order by clicking the cancel button or email us if you placed an order as a guest. We cannot modify or make any changes to an existing order, but you can place a new order of any additional pieces.


7. Price Adjustments
   If previously purchased items are marked down within 24 hours of the original order date, Congo Congo will adjust the price of an item and refund you the difference as a credit to your Congo Congo wallet.


8. I didn’t receive my invoice with my order. Where can I find it ?
   We’re creating a more sustainable shopping experience. To reduce waste, invoices have been removed from Congo Congo orders. You can download your digital invoice by logging in to My Account.


9. Why can’t certain items be shipped to me ?
   While Congo Congo ships internationally, the brands on our site can determine where their pieces are distributed - so some may not be available to purchase in all regions. A selection of beauty products and exotic items may also be restricted by local customs in the country you are shipping to.


10. Security issue
    If you are a security researcher and you believe you have found a security issue within any of Congo Congo’s services, please contact our team at info@congocongo.com.

Shipping Costs and Methods

1. Determine Shipping Rates & Times
   Shipping rates and times depend on the shipping speed and the weight or size of the items. To determine the applicable shipping rate and time for items in your cart:

   • Select Proceed to checkout
   • Select or add your shipping address
   • Select Shipping Method and select Continue
   • Select Payment Method and select Continue

   The total shipping and handling cost as well as the estimated date of delivery is listed under Order Summary.


2. I’m still waiting for my order
   Please allow 48 hours on top of your estimated delivery date to send us an email. Our logistic partners are always doing their best to get your order to you. Make sure you keep an eye on your tracking link for the latest updates.


3. Possible Delays
   When international orders reach their destination country or region, they may be subject to customs clearance procedures, which can cause delays beyond original delivery estimates. Other reasons such as incorrect address, missing apartment, building, floor or unit number, severe weather conditions can also play a part in late deliveries.


4. Shipping restrictions
   Congo Congo complies with specific shipping restrictions determined by international trading regulation, as well as those contractually set by our vendors.


5. What happens if I’m not in when my order arrives ?
   Someone should be home when your parcel is due to be delivered as it may require signature. They will leave a card confirming that they’ve either left it at your chosen safe place or with a neighbor, or when they will attempt for re-delivering, or details on how to collect your parcel after multiple unsuccessful deliveries.


6. Refused shipments
   We cannot re-ship orders that our logistic partner return to us as undeliverable. If you refuse a shipment from Congo Congo, you are responsible for the original shipping charges, any import fees that are incurred on the package, and the cost of returning the package to Congo Congo. This amount will be deducted from your merchandise refund.


7. Undeliverable packages
   You used a restricted address, such as if you send the order to a prison, correctional facility, quarantine center or other similar institutions, the products and or the logistic partner responsible for delivery may be subject to specific restrictions.


8. Privacy
   Your privacy is important to us, and we care about how your order information is handled and shared. We would like customers who are sending or receiving products via international shipping to be aware that cross-border shipments are subject to inspection, and may be opened by customs authorities.
   We provide certain order, shipment and product information (such as description) to our international logistic partners, and this information may be communicated by the carriers to customs authorities to facilitate customs clearance and comply with local laws.


9. Gifts
   If the order is a gift, the package will be marked “Gift”, but the cost of the item will still be included on the customs form. Customs authorities will require us to declare the value of the gift item directly on the package. We also recommend that whilst placing a gift order, you should also let the recipient know there is a surprise on the way to avoid the gift recipient refusing the package.


10. Customs and Import charges
    In most cases, any customs or import duties are charged once the parcel reaches its destination country.


11. Will I be charged handling fees or taxes ?
    You may be charged for handling fees and taxes as your order passes through customs. Any charges on a parcel must be paid by the person receiving the parcel.


12. Buying large and bulk items
    When you buy a large item in Congo Congo, you can customize your delivery experience by setting your delivery preferences and selecting a preferred delivery date. They are delivered by a specialized shipping and delivery handling network. If your item qualifies as a large item and is eligible for Free Scheduled Delivery, you will see a label that says Free Scheduled Delivery and available delivery dates on the product detail page.


13. Shipping restrictions for large items
    Certain restrictions prevent us from shipping certain products to all geographical locations in the U.S. The locations include U.S. territories, protectorates, P.O. Boxes, military installations (APO/FPO addresses) and diplomatic posts (DPO addresses).
    Scheduled delivery is not available Hawaii, Alaska, U.S. Territories, Freely Associated States, APO/FPO addresses, P.O. Boxes, military installations (APO/FPO addresses) and diplomatic posts (DPO addresses).


14. How is tax calculated?
    The amount of tax charged on your order depends on many factors including the following:

    • The identity of the seller
    • The type of item or service purchased
    • The time and location of fulfillment
    • The shipment or delivery address of your order

    These factors can change between the time you place an order and when your shipment is complete. As a result, the tax calculated on your order may change.
    The tax rate applied to your order will be combined state and local rates of the address where your order is delivered to or fulfilled from.
    Note: If you are ordering from www.congocongo.com and shipping to a country outside of China and Hong Kong, you may be charged the applicable country tax rate.

Returns and Refunds

1. Return Policy
   Returned items must comply with our returns policy:
   

   • Items must be returned unused or unworn, and undamaged with all tags attached and the original packaging included within 14 days of purchase.
   • If an item has a Congo Congo security tag or a brand tag attached to it, it must be returned with the tag in its original position.
   • We accept returns that reach us within 14 days from the date of delivery with a valid Order Reference number.
   • Electronics that did not start when they arrived, arrived in damaged condition, or are in an unopened box can be returned for a full credit refund within 14 days of purchase. Any Electronics that is damaged through customer misuse, is missing parts, or is in an unsellable condition due to customer tampering may result in the customer being charged a higher restocking fee based on the condition of the item returned.
   • Beauty and cosmetic products must be returned unopened and unused, with the seals of any packaging still intact.
   • Kids products and toys must be returned unopened and unused in their original condition with the factory seal and packaging intact.
   • Due to hygiene reasons, we will not be able to accept returns on underwears, hosiery, lingerie and swimwear items unless the item is damaged or faulty when delivered to you.
   • Due to the nature of face masks, we will not be able to accept returns unless the item is damaged or faulty when delivered to you.
   • Jewelry must be returned in the same condition it arrived in, including all branded packaging and documents provided with it.
   • Final sale items may not be returned.
   • Congo Congo monitors account activity and reserves the right to refuse transactions, assess fees and or close accounts based on orders or returns behavior.
   • Please take care when you receive your parcel and return them in the same condition you received them. Any returns that do not meet our policy will not be accepted.
   • If you processed your order through guest checkout, please contact our friendly Customer Service to start your return.


2. International returns
   • Sign into your account and download the return form file. Fill it in and email it back to info@congocongo.com.
   • Cover or remove any original mailing address label or carrier barcodes from the package.
   • Place the printed return form and your original invoice on the outside of your package along with your customs document to expedite delivery.
   • Please send your return to: Congocongo Company Limited Attn: Returns Unit 2, 4/F, Block D, Tuen Mun Industrial Centre No. 2 San Ping Circuit Hong Kong
   • Ship your package using a trackable, insured shipping method. Congo Congo cannot accept responsibility for packages we do not ship. Please keep the tracking details for your records.
   • You will receive an email once your return has been processed. Please allow 5 business days from the time we receive your return for it to be processed.


3. Refunds and processing time
   • If your package arrives at Congo Congo within the 14-day timeline specified above, you will be issued a Store Credit equivalent to the purchase price of each returned item.
   • Any delivery fees incurred for your order will not be refunded.
   • You may expect to receive your Store Credit refund within 7 to 10 business days from when we receive your parcel.
   • Note: we do not accept returns of final sales items, intimates, swimwear, accessories, lifestyle, masks and gifts. Sales of these product categories are final and cannot be returned, or refunded.


4. Need a different size or color ?
   In order to serve your customers most efficiently, we do not offer item exchanges. Instead, you will get the right size or color fastest if you simply place a second order. Once we receive your return, we will credit your account.


5. Customized items
   Due to the nature of customized orders, and the fact that they have been specially created for you, we will not be able to accept returns unless the customized pieces were damaged or faulty when delivered to you. If any of your purchases arrive in a flawed or faulty condition, please contact us at info@congocongo.com for assistance with your return.

Accessibility

Pre-order

1. What does pre-order mean ?
   You can get early access to the most wanted items before they are released.


2. When will my pre-order item arrive ?
   As soon as your item has been released and is ready to be shipped, you will receive an email with the estimated delivery date.


3. When do I have to pay ?
   Pre-order items require full payment at checkout.


4. Can I cancel a pre-order ?
   Some of our vendors allow you to cancel an item before we prepare your order. Please email us at info@congocongo.com.


5. Can I change my delivery address ?
   Simply head to My Order in My Account, to check if you can change your address. You may not be able to if your items has already been shipped.


6. Are pre-order items refundable ?
   Yes, just make sure items meet the conditions of our Return Policy.


7. Will pre-order items be shipped with my other orders?
   No, they will be delivered separately according to the expected release date.


8. Is there a limit on purchasing pre-order items ?
   There may be order limits on some pre-order items. This is so everyone has a chance to get the pieces they love.