Frequently Asked Questions
Effective Date: May 2026
Welcome to Thaikila.
Below are some of our most frequently asked questions regarding orders, shipping, customs, exchanges, payments, and policies.
Orders & Payments
Q: What payment methods do you accept?
A: Thaikila accepts selected major payment methods available at checkout, including credit cards, debit cards, digital payment providers, and other supported payment options depending on your region and payment availability.
Q: Can my order be cancelled after payment?
A: Orders may not be cancelled once they have been processed, prepared for shipment, dispatched, or entered operational processing procedures.
Q: Why was my order placed on hold?
A: Certain orders may be subject to fraud screening, payment verification, identity verification, operational review procedures, shipping verification, or transaction security checks before shipment processing.
→ View Payment & Fraud Protection Policy
Shipping & Delivery
Q: Do you offer free international shipping?
A: Yes. Free shipping applies to eligible orders over USD 249, however shipping eligibility may vary depending on destination country, remote-area classification, volumetric weight, operational conditions, carrier availability, and product category.
Q: How long does shipping take?
A: Delivery timelines are estimates only and are not guaranteed delivery dates. Shipping times may vary depending on destination country, customs clearance, carrier operations, weather conditions, regional restrictions, operational disruptions, peak seasons, and force majeure events.
Q: Do you ship worldwide?
A: Thaikila ships internationally to most destinations worldwide, however shipping availability may vary depending on customs regulations, operational feasibility, carrier restrictions, sanctions, regional limitations, or shipping provider availability.
Q: Will I receive tracking information?
A: Yes. Tracking information will generally be provided once your order has been dispatched. Customers are responsible for monitoring shipment tracking, reviewing shipment updates, responding to courier communications, and completing customs requirements where applicable.
Q: What happens if I refuse my shipment?
A: Refused shipments do not automatically qualify for refunds. Import-related charges, customs fees, brokerage fees, advancement fees, carrier charges, remote-area surcharges, and operational costs may remain payable even if shipments are refused, returned, abandoned, disposed, or returned to origin (RTO).
→ View Shipping Policy
→ View Refund Limitation Policy
→ View Customs, Duties & Import Tax Policy
Customs, Duties & Import Taxes
Q: Will I need to pay import duties or taxes?
A: International orders may be subject to import duties, taxes, VAT/GST, brokerage fees, advancement fees, customs processing charges, remote-area surcharges, and other import-related fees imposed by destination-country authorities or shipping providers. Customers remain solely responsible for applicable import-related charges unless otherwise stated.
→ View Customs, Duties & Import Tax Policy
Q: Why did DHL or FedEx contact me for additional payment or documents?
A: Shipping carriers or customs authorities may request customs payment, identity verification, address verification, brokerage fees, advancement fees, import documentation, or customs-related information before shipment release or delivery completion.
→ View Shipping Policy
→ View Customs, Duties & Import Tax Policy
Returns, Refunds & Exchanges
Q: Do you accept returns or refunds?
A: Thaikila operates under a strict no return and no refund policy unless otherwise required under applicable law. All sales are generally considered final once an order has been processed, shipped, or delivered.
→ View No Return & Size Exchange Policy
→ View Refund Limitation Policy
Q: Can I exchange my item for a different size?
A: Eligible products may qualify for size exchange subject to stock availability, product inspection, operational feasibility, and policy approval. Exchange requests must generally be submitted within seven (7) calendar days from the confirmed delivery date. Customers are responsible for all shipping costs, customs charges, duties, taxes, brokerage fees, advancement fees, and operational fees associated with exchange shipments.
→ View No Return & Size Exchange Policy
Q: Are sale items eligible for exchange?
A: Final Sale items, Sale items, Promotional items, Clearance items, Archive Sale items, Limited Release items, personalized products, and products specifically marked as non-exchangeable are generally non-returnable, non-refundable, and non-exchangeable.
→ View No Return & Size Exchange Policy
Claims, Disputes & Security
Q: What should I do if my order arrives damaged or incorrect?
A: Customers should contact our customer support team as soon as possible and provide supporting evidence where applicable, including unboxing video, product photographs, packaging photos, shipping labels, shipment details, and other relevant supporting documentation.
→ View Dispute & Chargeback Policy
Q: Do I need to record an unboxing video?
A: Customers are strongly encouraged to record a complete, continuous, and unedited unboxing video immediately upon delivery for shipment claims, damaged item reports, incorrect item claims, missing item claims, or dispute investigations.
→ View Dispute & Chargeback Policy
Q: What happens if tracking shows “Delivered” but I cannot locate my package?
A: A shipment marked as “Delivered” by the shipping carrier may be considered evidence of successful delivery. Customers are encouraged to check surrounding delivery areas, contact household members or building management, and contact the shipping carrier directly for delivery investigation assistance. Thaikila may rely on shipment tracking records, GPS delivery confirmation, courier reports, and operational records during dispute review procedures.
→ View Dispute & Chargeback Policy
Q: Why was my order cancelled?
A: Thaikila reserves the right to cancel orders involving suspected fraud, payment verification failure, operational restrictions, customs limitations, prohibited destinations, suspicious activity, policy violations, or operational risk concerns.
→ View Payment & Fraud Protection Policy
→ View Terms & Conditions
Contact Information
For additional questions or customer support inquiries, please contact:
Customer Support
For faster assistance, please include your Order ID at the beginning of your email when contacting our customer support team at customercare@thaikila.com.
Website: Thaikila Official Website