Customer Help Center

How to apply for refund / how to cancel order (order uncompleted)?

2025-01-22 12:23:05

Dear customer, 


If your order has been paid but still not shipped,  please follow the steps for cancellation. 


STEP 1. Open Kilimall APP, login ---Account at My Orders.
STEP 2. Tap on "To be shipped" Or" Shipped"; View the relative order.
STEP 3. Tap on "Cancel&Refund".

STEP 4. Choose the reason for the refund, then Tap on "Cancel/Refund".

(Check the images below)


If you have you have already singed the order and would like to apply for after sale, please refer to FAQ


- How to cancel "To be shipped " order?


客户如何取消待发货订单


- How to cancel "shipped " order? 

If you cannot find the ”Cancel/Refund“ button in the second step,

 it means that the order has been collected by the pickup point and cannot be cancelled.)



运输中(超时到仓订单)取消


- How to check refund status for the canceled order?


取消订单退款查询



Any challenge on the application you can contact Customer Service via APP message.