Can I make changes to my order after it has been placed?
We apologize for any inconvenience, but we are unable to make modifications to existing orders. However, our customer service team will be happy to assist you with canceling the order if it has not been processed out yet, you can then proceed to place a new order. Please reach out to us within 12 hours using the email address of the order buyer and provide us with your order number for a smooth and efficient process.
How do I know if my picocici order was placed successfully?
If you have received an order confirmation email from us, your order was placed successfully! You can also log into your account to view your order history and search for your most recent order. If paying by Klarna or Afterpay, Klarna or Afterpay will send you a payment confirmation to the email address that you have used for your order. If you have made a payment but not received the payment confirmation, you can always check the status of your order and payments by logging in to the Klarna or Afterpay's sites.
I’ve placed an order, but it says "On Hold" when I check its status. What’s wrong?
1、Your shipping address has no street number or suite number, or potentially incomplete.
2、The photo(s) used in your design had been removed from your social network and we need your help in supplementing them.
3、For security reasons, a verification process is required for Cash on Delivery orders . Please check your inbox for an email from us and make sure to verify your order by clicking “Confirm” at the bottom of the email, within 30 days from ordering. Your order will be cancelled automatically if the verification process is not completed.
You will always receive an email from us if the problems above happen to your order. So please be sure to check the Spams / Junk folder of the email you registered with us if you have not received such confirmation emails. We will need further information from you before we can process your order.
I placed an order as a guest before, how do I locate my order number?
If you checkout as a guest without creating an account or logging in, you should receive an order confirmation email with an order number from us. To track your order, please activate your account first by following the instructions in an email with the subject “[PICOCICI Club] Activate your account and be rewarded”. Alternatively, you can also simply register or activate the account and set up the password on the login page using the same email address during guest checkout. Log into your account and click on Track Order to view your order history and status.
Why am I not receiving my order confirmation email?
If your registered email address is a Hotmail account, the order confirmation email may fall into your Spams / Junk folder. If you still cannot find your order confirmation email, please email us and we will investigate further.
How long does Picocici take to ship?
Shipping time depends on the product you purchase and the destination location as a different product has different production time. If you would like to know the estimated delivery time and shipping fee, please select the destination location on the checkout page to get an idea of the approximate timeframe.
How do I track my Picocici order?
Sign in to your Account (the one that you made your order with) and click on Track Order. In some instances, carrier's tracking information may only be available in 2-4 business days after the order is shipped.
I’ve ordered a few items but I can’t find all of them. Where are the missing cases?
Please be sure to open up all the boxes first. We normally pack 2 phone charms in 1 box unless otherwise requested. If you have checked and the phone charm is still not there, please contact us.
How do I shop for a Picocici product?
You may select your preferred item and add it to the cart. Then select the shipping method and wait for it to be dispatched and shipped. All Gift With Purchase (GWP) are distributed on a first-come, first-served basis, while stock lasts. Stay up to date on all Picocici promotions to get the best deal on phone charm.
It has been a few months after my order was shipped and the tracking link provided has expired. I’m afraid that my Picocici parcel may have been lost. Can I get a refund?
Please let us know within 60 days of purchase if your order is missing. We would be happy to follow up and investigate for you. Further arrangements will be facilitated. No refund for missing parcels if the initial date of such enquiry/request is beyond 60 days of purchase.
Does Picocici offer free shipping internationally?
Yes, we offer free international standard shipping for orders with total value (after discount) $40 or above. However, we hope for your understanding that due to logistic limitations, standard shipping may not apply to some countries. Please select the location on the checkout page for shipping methods available and shipping costs accordingly.
Can I use Gift Cards on the shipping fee?
No, Gift Cards cannot be applied to the shipping fee.
Can I get the discount/voucher code back if I can cancel an order applied with a discount code?
If you want to cancel your order, all unexpired discount codes will be automatically revoked, but please note that expired discount codes will not be returned.
Why do I see a different charge amount on my credit card statement?
After placing an order with us, you will receive an email confirming the details of your order and the amount that will be charged. Please be aware that certain banks may apply a small transaction fee, which is not something that Picocici receives or can provide a refund for. However, if you notice any other unusual charges, please notify us immediately so that we can investigate the matter further.
If you would like to cancel the order, please note that any fees collected by your bank or card is non-refundable.
If you come across an unknown payment in your account, we recommend reaching out to your bank as your first point of contact to issue a refund for you.
Does Picocici accept bulk purchases?
Please send us an email here with more details and we will follow up.here is the email:Wholesale@picocici.com
What payment methods do you accept?
We accept major debit cards and credit cards (American Express (USD), Mastercard and Visa), Apple Pay, Paypal, Klarna (US, UK, Germany, Austria, Belgium, France, Ireland, Italy, Netherlands and Spain only), Afterpay (Australia only), Thailand Online Banking (Thailand only), TrueMoney (Thailand only), PromptPay (Thailand only), JCB (Japan only), Cash on Delivery (Taiwan and Japan only) and GCash (Philippines only). For Taiwan cash on delivery orders with home delivery, you can pay with cash. For pick-up at convenience stores, only cash over the counter is accepted.
I received an error message when I checked out. What should I do? / What does "Invalid transaction error" or "Something wrong with your credit card, please call card center for help: Transaction Not Allowed" mean?
If an error message occurs, this may be because:
•The debit card cannot be used for this type of payment
•Your bank has rejected the transaction due to suspicions of fraud
•The card is not activated for international transactions
Please use another card to resolve the problem. If the issue still persists, kindly contact your bank for assistance.
When I proceed to checkout, it says “A match of the Shipping Address City, State, and Postal Code failed.” What should I do?
Please make sure all information entered is 100% correct and there are no spelling mistakes. Please also avoid short forms of City, and do not include the State information within the City input box. If the details are right but still the payment cannot be made, please contact us and we will get back to you shortly.
I’ve missed a Picocici promotion campaign for a recent order I placed. Can I still enjoy the offer?
Please contact us via email with the order number as well as the discount code / offer that you wish to use. We will be more than happy to review and honor the offer if it is deemed applicable. Unfortunately, we are unable to apply the adjustments after the date of purchase for retail orders. For online orders, we are unable to apply the adjustments retrospectively 5 days after the order date or the promotion expiration date, whichever comes earlier.
Can I apply 2 promo codes on the same order?
We are afraid that only one promo code can be applied per order.
Can I apply 2 gift card codes on the same order?
2 Gift card codes can be applied together on one order.
Can I apply gift cards and promo codes together on my order?
Gift cards and promo codes can be applied together.
Can I apply promo codes and store credits together on my order?
Promo codes and store credits can be applied together.
Can store credits be accumulated?
Yes, store credits can be accumulated.
Does Picocici have any discounts or promotions?
Stay up to date on all Picocici promotions to get the best deal on phone cases and tech accessories.
Standard and Expedited Delivery
For standard shipping, orders will be delivered by the national postal service of the destination country.
Thus, please make sure to enter an address where someone will be available to receive the package during business hours.
For expedited shipping, orders will be shipped using various delivery services, depending on the destination. The shipping fee may vary depending on the destination and the size of your order. Shipping fees and the service provider will be shown upon checkout.
How long does it take before my order gets shipped?
We are aiming to have your order dispatched from our facility within 1-6 business days. However, please bear with us in case we are spending extra time in checking / perfecting your items, particularly during the peak season around the end of the year.
Furthermore, there will be chances that the item that you ordered may run out of stock though we are doing our best to avoid this from happening. We will definitely try to get you notified as soon as possible if that happens.
You may on and off notice during checkout that the estimated delivery time is exceptionally long. This could be due to that some products are currently having nil inventory and restock of the goods is in progress.
Please contact our customer service team if there is any question concerning the time to dispatch.
Do you ship internationally?
Yes, we offer worldwide shipping!
After the goods are dispatched, how long does it take for standard shipping to deliver the package?
The estimated delivery time displayed on the checkout page includes the preparation time to dispatch and also the shipping time altogether. The delivery time will vary a lot from country to country. In short, the shipping time alone could be around,
5-23 business days
Delivery time is not guaranteed for Standard Shipping as there are a lot of factors affecting its speed, thus we would suggest Express Shipping if there is a date that you would like to meet. The above are estimated time provided by the postal service and do not include the processing time of the Customs in the destination country. In some cases, the local Customs office of your country may require additional documents and time to have your package cleared, and this may also cause further delay on the delivery.
Ok, what about the delivery time of express shipping?
For the majority of countries in the world, Express shipping will deliver the package to you within 3-5 business days from the date of shipment. There are occasions that the delivery may take a bit longer. Thus, please refer to the estimation that is displayed on the tracking page of the courier service, for which the URL to that page could be found on the email that our system sends you after the package is shipped.
How can I check my order status?
Sign in to your Account (the one that you made your order with) and click on "Track Order". In some instances, carrier's tracking information may only be available in 2-4 business days after the order is shipped.
Will my package be delivered to my house or to the post office for me to pick it up?
Your Picocici will arrive at your house. There may be exceptions that door-to-door delivery service is not provided in particular cities / areas / countries, though this is rare.
Particularly, if you are choosing the expedited option "DHL Express Worldwide", our courier partner will offer a flexibility to update the delivery address or make special arrangement with the delivery, such as,
Schedule the delivery on a specific date nominated by you or put the delivery on hold until you are back to the country
Release the package from signature or leave the package with your neighbor
Arrange to redirect the item to an alternate address or yours or a DHL service point
This On Demand Delivery (ODD) service is offered for free by DHL Express, and you can find out if the service is available in your country on ondemand.dhl.com.
When will you ship my order?
Orders placed using our standard shipping will be processed within 6 business days.
Please allow extra time for your order to be processed during public holidays and busy periods. Customs and Postal Service may also require extra time to work on the processing / delivery during peak season or before major festivals (e.g., Valentine’s Day). For details on public holidays in the destination country, please refer to the local government website. Please also note that delays may occur as a result of pending payment authorizations.
Why do I have to pay the standard shipping fee for my order?
Free standard shipping is applicable only to orders with total value (after discount) $40 or above under normal circumstances, and a flat shipping fee will be required otherwise. However, we hope for your understanding that due to logistic limitations, standard shipping may not apply to some countries. Please select the location on the checkout page for shipping methods available and shipping costs accordingly. Please also note that shipping fee is non-refundable.
Import Taxes & Duties
Some countries may require import tax, duties and related Customs fees for the imports, and the cost is not covered in payments you made to us. These charges, if applicable, are determined and charged by the Customs office of the destination country. For further details of charges, please contact your local Customs office directly.
Can I return my product for a refund?
Sure! We're 100% committed to making you happy. If you wish to return your item(s), please contact us with the reason of return, within 10 days from receiving your order (according to the delivery date on the tracking record, if applicable), and we will provide the return instructions in details!
Returns without prior communication with us will not be accepted. Returns made will be refunded in your original form of payment. If the payment was made using credit / debit card or bank account, there might be a lead time required by PayPal (our credit card settlement service provider) to set up the credit transaction with your bank.
Limitation of Returns & Exchanges on specific products:
1.Shipping fee and express shipping fee are non-refundable.
2.If Cash on Delivery, Thailand Online Banking, or PromptPay is selected as the payment method, only return for exchange or store credits will be allowed.
3.If your product(s) is discontinued or out-of-stock, it may be replaced by a similar option. Picocici reserves the right on the final decisions.
4.The Gift With Purchase (GWP) is not refundable or cannot be exchanged for cash or other merchandise and is non-transferable. Only unopened orders with Gift With Purchase (GWP) are allowed for returns within 10-day return period. If you are returning any item(s) from an order that came with a free Gift With Purchase (GWP), the redeemed GWP must also be returned.
Can I receive a full refund for my order?
Please be advised that shipping fee and express shipping fee are non-refundable. Any discounts that were applied with a minimum purchase requirement may not be applicable after a removal of product(s) in an order. For discounts that are applicable on second/subsequent item, the discount will be revoked on partial return of the order, and the unreturned item will be charged in original price. Shipping fee may also be applied.
If Cash on Delivery, Thailand Online Banking, or PromptPay is selected as the payment method, only return for exchange or store credits will be allowed.
Returns made will be refunded in your original form of payment. If the payment was made using credit / debit card or bank account, there might be a lead time required by PayPal (our credit card settlement service provider) to set up the credit transaction with your bank.
Can I return an item for an exchange instead of a refund?
Sure! Please contact us with the reason of return, within 10 days from receiving your order (according to the delivery date on the tracking record, if applicable),
and we will provide the return instructions in details!
Do you provide return label?
Please note that customers are responsible for all the fees involved for returning items. Return packages remain the responsibility of the customer until it is received by our team. Therefore, it is recommended that the customer takes necessary precautions by using registered and traceable services when returning the package.
For US online orders, if you would like to return your item for exchange, please contact us within 10 days from receiving your order (according to the delivery date on the tracking record, if applicable), and we will provide you with a return label. Please note that no return label will be provided for retail store orders.