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FAQs

 

Do I need an account to place an order?
Yes. We recommend that you register for a Secoo account so that you can manage your account details and facilitate the after-sale service.

 

I have forgotten my password
Simply follow the "Forgot your password?" link on our Sign In page and enter your email address. You’ll then receive an email to reset your password.

 

How do I place an order on your site?
(1) Placing an order is easy at Secoo. Just a few steps:
Choose a category such as clothing or designer from the top navigation menu or search to find your ideal item.

(2) Select the size of your item and click "Add to Cart". After you have added all your items to the shopping bag, proceed to "Checkout".

(3) Sign in to your account if you have not done so already.

(4) Enter your address and payment information to complete your order. Once your purchase is completed, it will be carefully prepared and shipped to you.

 

Where can I find size & fit advice?
Click on "Size Guide" on the item’s page to view our international size conversion chart.

 

Can I cancel or make changes to my order?
If all of the products in your order are not dispatched, you can choose to cancel the order. If at least one product is dispatched, your order cannot be cancelled. As your purchase will be prepared quickly for dispatch, the order cannot be changed. You can Return or Exchange the product upon receipt.

 

When will my card be charged?
Secoo will take payment at the point your order is placed on our site.

 

Which payment methods does Secoo accept?

https://overseas-static.secooimg.com/mall/img/visa.png https://overseas-static.secooimg.com/mall/img/pay_1.png https://overseas-static.secooimg.com/mall/img/pay.png https://overseas-static.secooimg.com/mall/img/pay_2.png

 

Will my personal details stay safe?
We keep your personal data private and confidential and only give it out with your consent or if legally permitted to. For further details, please see the Secoo's Privacy Policy.

 

Will your shopping bag keeps the item for me?
Adding an item in your shopping bag does not reserve it. Our stock goes fast and please place your order when it is in stock!

 

Are Secoo items authentic?
We guarantee all items are authentic. We offer products which are expertly curated from brands in the globe and authenticity cards and serial numbers may not always be included with your item if the designer has not supplied them.

 

Will I need to pay taxes and duties?
In general, imports into HKSAR are tax-free except: 
motor vehicles for use on the road which are subject to a First Registration Tax administered by the Transport Department; andthe four types of dutiable commodities which are subject to excise duties, irrespective of whether they are imported or locally manufactured. These goods are liquors, tobacco, hydrocarbon oil and methyl alcohol.

 

What is your return policy?
You can return or exchange your merchandise within 14 business days of your delivery.
For detailed information, please view our Return Policy.

 

When will I receive my refunds?
As soon as your item is received and accepted we confirm the completion of your refunds. Refunds are issued via the original payment method and will normally appear within 7-14 business days, depending on the processing time of your payment provider. To ensure your refund is as quick as possible, please ensure all items meet the conditions of our Returns Policy.

 

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