Support
Support Center
We’re here to help with anything related to your order, products, shipping, warranty and returns.
Whether you have questions about our solar rattan lanterns, troubleshooting usage problems, or need support for your order, our customer team is ready to assist you.
How To Contact Us
📩 Email: support@kagoling.com
Please include your Order Number in all messages for faster support.
📞 Customer Service Phone +1(510)822-6488
⏰ Service Hours: Monday – Friday, 9:00 – 18:00 PDT
💬 Live Chat: Available on our website during working hoursPlease include your Order Number in all messages for faster support.
1. Order & Shipping Information
Check Order Status
Once your order is dispatched, you will receive an email with tracking number.
If you cannot find the tracking email, please check your spam folder or contact us with your order ID.
Order Modification & Cancellation
★ Orders can be modified or cancelled before shipment for free.
★ Once the package has been dispatched, address changes or cancellation are unavailable.
Shipping Time
Standard shipping: 7–15 business days to US / EU destinations.
Delivery delays occasionally occur due to customs, weather or carrier issues. We will assist you to track packages when delays happen.
2. Return & Refund Policy
We offer a 30-day return window starting from the date you receive your parcel.
✅ Eligible for return:
Items unused, kept in original complete packaging, no artificial damage.
⚠️ Important Terms:
For returns caused by our mistake (wrong item, damaged arrival, defective goods): We cover return shipping cost.
For voluntary returns (you change your mind): Customers are responsible for return shipping fees. Original delivery charge is non-refundable.
Contact us to get an official return address before sending items back. Unauthorized returned packages will not be processed.
Refunds will be issued within 3–7 business days after we receive and inspect returned goods. The arrival time of funds depends on your bank processing speed.
EU Customers: You hold a 14-day legal withdrawal right according to local consumer regulations.
For voluntary returns (you change your mind): Customers are responsible for return shipping fees. Original delivery charge is non-refundable.
Contact us to get an official return address before sending items back. Unauthorized returned packages will not be processed.
Refunds will be issued within 3–7 business days after we receive and inspect returned goods. The arrival time of funds depends on your bank processing speed.
EU Customers: You hold a 14-day legal withdrawal right according to local consumer regulations.