F.A.Q



Why should I create an account?

A www.wholekicks.com account makes shopping at our site much easier, allowing you to:
Check the status of your current order and keep track of previous orders;
Store your shipping and payment information to make checking out a snap;
Ask a question or write a review about a product;
have more chances to earn many points to redeem for discounts or free gifts;
Add an item to "My Wish List" so that you can come back later to purchase it.

What should I do if I forgot my password?

If you've forgotten your password, click on "Forgot Password", enter your email address, then check your Email Inbox and click link to set a new password. Note: Do not give your account information to anyone. www.wholekicks.com will not take any responsibilities for suspicious accounts by selling on other's behalf.

How can I get coupons?

Coupons from our website can be listed into two types: cash coupon and discount coupon. You can redeem the coupon to reduce the total amount of price. www.wholekicks.com coupons are usually included in supperfect promotions or rewards for register and so on. You can use it directly with your orders. Usually there are expiration dates or effective amount/category for www.wholekicks.com coupons.
Note: Coupon is NON-transferable, NON-refundable and is NOT redeemable for cash. When making a purchase online at www.wholekicks.com, you may redeem only one coupon per order, and the coupon cannot be used with the discount item(s).

How can I use coupon?

Step1: On payment page you will find the place to enter the coupon or choose from your coupons.
Step2: Enter your coupon code or choose one and Click "Apply" button. The estimated Total will change to the price after using the coupon automatically.
Step3: Continue your payment, there will be some tips to guide you what to do next.
Coupon cannot be combined. If you have problems using your coupons, please contact us.

How can I gain more Points?

www.wholekicks.com points are rewarded for purchase and other promotional campaigns.
1. For purchase reward, www.wholekicks.com points are issued to any purchased order, shipping fee excluded, at the rate of 1 dollar to 1 point and only integral amount is accounted.
2. Join our Campaign, please note that if you join our website campaigns, you will have a chance to earn points. Points vary per campaign.

How do I update my shipping address?

To change or update your shipping address:
1. Sign into your account and click on My Profile.
2. Click manage your shipping address.
3. Edit or add a shipping address.
You can also change, update, or add a new shipping address at checkout.

How do I write a review?

Writing a review is easy to do, it helps other customers know more about our products. You can go directly to the product page to write your review. Remember: It's best to be detailed and specific. What would you have wanted to know before you purchased the product? Aim for clear and concise language. We try to check and post product reviews within 24 hours of their submission.

What's My Wallet?

You can recharge, check balance in "My Wallet". My Wallet is a fast & safe payment tool. If you will need to use it to pay for your order, you should recharge your Wallet first.
Note: Please keep your account and password safe!



How can I shop on www.wholekicks.com?

Add items roceed to checkout will in address & make payment order Successful
First step: Add items
Select items from product categories pages, and click product detail pages to normal "Add to cart". Shopping cart at the head of this page will show what items you have added.
Second step: Proceed to checkout
Once confirm items needed, click "Proceed to checkout". Here you can directly change items quantity as well.
Third step: Filling in address & make payment
Filling in your shipping address or select one from your previously-used addresses, and choose shipping method as EMS, or china post air mail . If there is any coupon code, input it at the coupon box to click "Apply".
Then select your payment method: My Wallet, Credit Card or Western Union, click "continue checkout" to place your order.
At this step, if you need any change of your order, you can click the "edit cart" on the right of page to change your order.
After clicking, My Wallet order will be paid successfully, Credit Card order goes to the payment page directly, while Western Union order shows the Western Union payment information to finish payment.
Fourth step: Order Successful
You can check it in My Orders anytime. And you will receive an email alert with your order details.
We will process your order to ship it within 2 days, once your items have been shipped, you can track your package by clicking the unique tracking number. Any enquiry about ordering, please click the Live Chat at right side to talk with us.

What does my order status mean?

In My Orders, you can easily find each order you've placed and its current status. Please see the table below to learn what options are available to you at each stage of your order.

How can I check my order status?

www.wholekicks.com has a very easy way for users to keep track of their orders.
You can directly click "Order Tracking" on the top of every page, fill in your order number and email address to track your order.
If you have a account, you also can check your order status by the following way:
1. Sign into your account and click on My Orders at the top left of the page.
2. You will then be able to view all your orders and their current status.
3. If you want to know more details about your package, you should click Details and directly click tracking number, then you will be directed to shipping company website to track your package.

Can I make changes to my order?

If you want to make changes to your order, it is best to just cancel your order and then place a new order. Please note that while most of our products can be cancelled up until they are shipped.

How can I cancel my order?

The majority of our products can be cancelled up until they are shipped for a full refund. So when your order status is "Check Out" or "Processing" and you want to cancel it, you can contact our customer service for a help. Once an order has been shipped, it can no longer be cancelled. You can choose to send back the unopened products when you receive it. We will refund after we receive them. Please note www.wholekicks.com does not pay the return shipping cost for this return item, and we are not responsible if goods were lost when send back without tracking. We will deal with the refund within 3 business days after we receive the return goods.

When will I receive my order?

Calculating when your order will arrive is easy! You can calculate delivery estimates by taking the processing time for your order and adding the transit time. All of our items require processing time(usually for 1-2days) before they're shipped. Shipping time varies based on the shipping method you chose at checkout. See the chart below for our different shipping options: Shipping Time (Business Days)
EMS :7-10
china post air mail:15-30

What if I have a question before placing an order?

www.wholekicks.com offers Live Chat for your convenience. If you need information before you buy, you can start a Live Chat with our online sales representatives. If Live Chat is not available, you will contact us to submit an inquiry and we will respond within 24 hours.

Is registration required to purchase from www.wholekicks.com?

Usage of an www.wholekicks.com account is encouraged, but not required, for your benefit and convenience. When you place your order, you can choose whether to create an account or not. and upon order successful, you will receive an email notification to get your order details.
When you haven't an account, you can click Order Tracking, enter your order number and email to track your order.



Which payment methods do you accept?

We accept 4 payment methods: Credit Card, Western Union, MoneyGram & My Wallet.
My Wallet: Wallet is a fast & safe payment tool, you should recharge your Wallet first, so you can directly pay for your order by it.
Credit Card: Paying by credit card is a safe, easy and convenient payment option on www.wholekicks.com.
Western Union: In order to make sure every transaction go smoothly for our customers, so please do check the total paid amount with Western Union first.
www.wholekicks.com cannot cover any handling fees added on by local Western Union branches. But now you can enjoy EXTRA 5% OFF with this payment!
MoneyGram: Money transfers are fast and easy when you use MoneyGram. You can contact our customer service for more details if you want to use it.

How can I pay with credit card?

It's easy to use a credit card to pay for your www.wholekicks.com purchase, just do as follows:
1. On your Shopping Cart page, click Proceed to checkout after reviewing your items.
2. Complete your shipping address and method.
3. Choose Your Prefer Payment Method: Select Credit Card, and you will be taken to another page and fill in your credit card information.
4. Once you've filled in your payment details, click to pay now for your item(s).
www.wholekicks.com does not store or review your credit card & personal information. As such, should any issues arise regarding your credit card transaction, please contact your credit card company for assistance.

How can I use Western Union to pay?

Western Union is a convenient way to send money around the world through their local offices, banks that support Western Union, and online.
1. You should select Western Union payment method to place your order successfully.
2. Go to your local Western Union branch to complete payment for your order. Make sure you have the following beneficiary details:
First Name: Jiangnan
Last Name: Zheng
Post Code: 351100
Add: Putian,Fujian,China
3. Once you've completed payment, sign into your account to "Check Out".
4. Fill in your payment details and then we will begin processing your order once payment has been confirmed.
If you have any further questions regarding your www.wholekicks.com order payment through Western Union, please email:
We want every Western Union transaction to go smoothly for our customers, so please be sure to check the total payment amount with them first. www.wholekicks.com cannot cover any handling fees added by local Western Union branches.

How can I change payment methods?

If you have an unpaid order and want to use a different payment method, it's easy:
1. Sign into your account and Click My Account--My Orders.
2. Click "Check Out", you will then be directed to your Order Information page where you can choose your desired payment method.

How do I recharge My Wallet?

1. Click "My Wallet"--"Recharge", input the amount you are going to recharge and then click "Recharge".
2. Select your desired method to recharge: credit card or Western Union is acceptable. Your account balance will be available upon successful recharge.

Why do failures happen frequently in recharging My Wallet?

This situation occurs for two major reasons:
1. Balance of your credit card is insufficient;
2. Restricted by certain condition: abnormal state of the credit card such as frozen account, or transaction amount beyond the limitation, etc. Double check your account balance. Then, check your credit card permissions and restrictions. If there are issues with your credit card, please contact your issuing bank or credit card provider for a solution to your problem.



How can I return an item?

www.wholekicks.com hopes you will be satisfied with every purchasing you make, but in some cases a customer may want to return an item.
If you need to return an item you can begin the process by following the steps below:
1. Sign into your account and click My Orders,find the order you need help with.
2. Contact our customer service, and tell us as many details as possible including return reason & photos that clearly show the problem with the item.
3. Our Customer Service team will respond to you within 24 hours. When it's approved, please tell us relevant shipping information and send your item(s) back to us as soon as possible.
Please note the return item must be with original packing & accessories and verify that you ship them to the correct return address given from the www.wholekicks.com customer service center.
4. When we have received your package, your return will be processed in 1 to 3 business days and then your refund or replacement will be arranged for you.

In what conditions do I apply for a return?

All of our products are of good quality, we will check the quality before they are delivered to you. If there's any problem on quality, we agree to resend the goods or return money, please confirm the size, color and style when placing order.
1. For the item(s) with the quality issue
You can initiate a return for the item(s) with quality problems within 7 days after you received it. Please be ready to provide Customer Service with photographs or the videos clearly showing any issues related to the item. If it is our fault, we will refund the full cost of the merchandise as well as shipping fees.
2. For the item which you do not want
You may be eligible for a exchange depending on your situation and the type of item(s) involved within 7 days of receipt. You need return the product at your own expense as long as it will not affect the secondary sales figures. You can also contact our customer service to help you to solve the problem according to the actual situation.
Please keep all original packing & accessories as they're needed for returns.

How can I get the return address?

Once your return is approved, the return address will be offered to you by Our Customer Service team.

Who should be responsible for the returning cost?

www.wholekicks.com will be responsible for the returning fee by regular post service if it is our fault. But if it isn't our fault, you should return the product at your own expense. The shipping back fee depends on the local post. You can inquire the international freight cost in the local post office.

What should I do if an item was lost or damaged during shipping?

If you haven't received your item for a long time, you should check your order list to make sure your order was sent all in one package. Some orders are shipped from multiple sources, so individual items may arrive separately. Then check your order status and track the goods on the shipping company's website. If there still is not any tracking information, you can contact our customer service representative. We'll help you to find the package as soon as possible. Our Customer Service team will respond to you within 24 hours.

What should I do if I received an incorrect item?

If you received an incorrect item,you can contact us,our Customer Service team and will respond to you within 24 hours. When Customer Service confirms an item is incorrect, we will provide information on sending it back to us. Once we receive the incorrect item, we will begin processing the correct item for you.

I've returned my item; how soon will I receive my refund?

We will refund your money within 24 hours after your package has been processed. No matter what payment method you chose, we will always immediately issue out your refund Once the case is confirmed and approved. Your wallet can receive your refund directly for purchasing other items, or you can choose to refund to your other account.



How can I track my package?

Once an order has shipped out, you can track your order in My Orders: Click Details on the order you want to track, then Click on the tracking number and it will take you to EMS or other website, depending on who shipped your package.

What shipping methods do you offer?

www.wholekicks.com partners with major international shipping companies like EMS and Airmail to offer three shipping methods:
Shipping Methods: USPS/DHL/TNT
Shipping Fees: Depend on the total weight of your items
Delivery Time: 5-10 business days
You can choose your preferred shipping method on the Order Information page during the checkout process.
Note: the additional shipping fees may be charged, depending on how many items you order and the total weight & volume, these charges are noted by our customer service.

How are Tax and Customs duties handled?

Statistically, less than 1% of supperfect's shipments have been examined by international custom agencies. However, the customer is responsible for all customs issues including tariffs, taxes, import laws and item seizures. Customs and taxation policies vary widely from country to country; you should contact your local customs office for further information.

What should I do if I haven't received my package after the expected delivery date?

Most likely your package is delayed due to an unforeseen situation. Please wait a 2-3 more business days. If the package still doesn't arrive then please contact us.
If your package has a tracking number, please use it to check your order status for the latest information.

What should I do if the package does not contain all the ordered items?

It is likely you received a partial shipment. This means one or more of the items in your order is not currently available so the in-stock portion of your order was sent first. The rest of your order will be sent later. To verify you received a partial shipment, you can ask our customer service for a help via tel or email.
Note: If you did not receive a partial shipment and are in fact missing an item then please contact us, once confirmed, we will begin processing a new one for you.

How do I change the address after the order placed?

Generally speaking, you cannot change the order by yourself--you will need to enlist the help of a customer service representative. If you wish to change details of your order, please contact us and our customer service representative will help you out as soon as possible.
Note: Requests will be processed as soon as possible but changes cannot be guaranteed.


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