Frequently Asked Questions

 

 

My country is not in the drop-down menu – how do I go about processing an order?

 

We are committed to continuing to expand our international shipping capabilities. If your country does not appear in the dropdown menu for international shipping, please contact us. We will see if we are able to add your country to our international shipping list or let you know when we expect to be able to do so.

 

What sizes do you carry?

 

We follow US sizing from XS to L for most inventory. For more details, please refer to our size guide. 

 

Do I need to set up an account to place an order?

 

You can shop at lonoco.com without creating an account. However, setting up an account with us is easy and can speed up your check out time, saves you from typing out your address every time you shop with us.

 

How do I place an order on lonoco.com?

 

To place your order, select the desired item(s) and the appropriate size and click "Add to Cart".   

 

Your Shopping Cart will appear on the right-hand side of the screen, and can be accessed elsewhere on the site by clicking the Shopping Cart icon in the top right-hand corner. Once you have made your selection, please click "Checkout" to complete your delivery and payment details. When your order has been confirmed, you will receive an Order Confirmation email.

 

Which payment methods can I use?

 

We accept the following payment methods on lonoco.com:  

 

• All major credit cards (American Express, Mastercard, Union Pay, Visa)
• Apple Pay
• Google Pay
• Shop Pay

 

Would I need to pay tax towards my delivery order?

 

Our shipping policy is a DDU (Delivery Duty Unpaid) service, meaning that the product prices displayed are exclusive of all taxes and duties. All orders and shipping costs exclude local taxes and fees and will not be covered by Lonoco Limited.

 

Customers are responsible for paying all local taxes and fees incurred and we are not able to refund local tax and duties paid.

 

How do I apply a promotion code to my order?

 

To add a promo code to your order:

1. Add items to your cart and proceed to checkout.
2. On the checkout page, underneath “Order Summary”, enter your promo code.

 

Some offers require that only one promo code be applied. Promotion codes and discounts do not apply to gift cards, customs fees, duties, taxes, shipping and handling fees. Refer to the original promotional materials for more details.

 

What are my shipping options?

 

We offer standard or express shipping for most markets. You can find more information regarding our shipping methods and carriers on our shipping page.

 

Where is my order shipped from?

 

All products placed on lonoco.com are shipped worldwide directly from our Hong Kong warehouse.

 

How can I track my order?

 

When the item is dispatched, you will receive an email with the tracking number. This should help you to find out the most updated status of your shipment. Should you have any questions, please don't hesitate to contact us, we are more than happy to assist.

 

Can I modify or cancel my order?

 

If you have changed your mind about your order after you have placed it, we kindly ask that you contact us as soon as possible. However, if your order has already been processed cannot be changed or canceled and must be returned. For more information, please refer to our return policy page. 

 

I haven't received my order confirmation email, has my order been confirmed?

 

If you haven't received an order confirmation email within 1 hour of placing your order, we recommend checking your spam or junk email folder. You can also search for our email address "noreply@lonoco.com". If you are still unable to find your order confirmation email please contact our Customer Care team.

 

Can I return an item?

 

You can return ordered items within 14 days of receipt, except for items labeled as “final sale” and jewelry products, which are non-returnable. All returned items must be in their original condition—unworn, unused, unaltered, unwashed, and undamaged—with all tags and original packaging included. They should not have been used for personal or promotional purposes, such as in photography shoots, social media, or commercial use. Failure to adhere to these guidelines may prevent us from processing your return.

 

There are no processing fees for returns. Please note that return approval is at the discretion of Lonoco Limited, and we reserve the right to deny responsibility for any item that does not comply with our return policy. For more details, please refer to our return policy page. 

 

How do I return it?

 

To initiate a return, please contact us at orders@lonoco.com. We will respond within 24 hours with step-by-step instructions for the return process.

Please be aware that return shipping costs are your responsibility, and the initial shipping fee is non-refundable. Once your return request is approved, you must return the item within 14 days and provide us with the tracking number once it has been shipped; otherwise, your return request will be canceled.

After we inspect and approve your return, you will receive an email confirmation indicating that your refund or merchandise credit has been processed. Please allow up to 21 business days for your return to be finalized. For more details, please refer to our return policy page. 

 

How can I get a refund?

 

Your refund will be made after the items have been received by us in their original condition and we will notify you through email. Your refund will be made back to the same payment method you used when placing your order. We cannot change card numbers or refund via a different method or to a different person. The credit will be visible in your account within one or two billing cycles, depending on the time required for banking procedures for the credit card issuers. For more details, please refer to our return policy page. 

 

Can you issue my refund to a different payment method?

 

All refunds will be sent to the original payment method.

 

Can I exchange my order?

 

We do not currently offer exchanges. If you have changed your mind about an item you have ordered, you may return it for a refund within 14 days of receiving your order. Please ensure that the item is in its original condition with tags still attached. 

 

 

I have a PR enquiry, how do I get in touch?

 

For any press enquiries, please drop us a message at: customercare@lonoco.com