Orientation
Help entry points, the jargon and the questions that recur
The operator answers most questions in writing already. This page maps where those answers live, translates the vocabulary a listing card assumes, and settles the questions new buyers actually ask.
The help centre is six drawers and a search box
Under Hi! Can I help you? sits a keyword search, and to its left a menu of six groups: Types of services, After-Sale Service, Account Assets, Value-added service, Distribution and Usernotices (layout read 2026-10-10). Every article carries an id in its address, which is why pages on this site cite rules as help id 87 or help id 51: the id is the stable handle, the menu path is not.
When the search fails there is a Contact customer service link directly under it. Start with the article, keep the id, and quote it back to support if the answers disagree; the written version is the one you can hold them to.
The vocabulary a listing card assumes
- Balance: the wallet you top up before anything is bought; the checkout counter lists it beside Alipay, PayPal and WeChat.
- OG number: the order number prefix the warehouse bills against, the unit for storage extension pricing (help id 120).
- Stocked in: the warehouse status used for the return window; the 120-hour count begins at the next full hour (help id 51).
- QC: the free appearance check, model, style and size only; garments, bags, suitcases and shoes are opened, sealed packs are not, and electronics get no function test (help id 89).
- Rehearsal: community shorthand for pre-packing, the ¥18 run that reports your packed weight before you commit to freight (help id 117).
- W2C: where to cop, a link to a buyable listing. The vocabulary is official here: the sharing feature is literally labelled Share W2C (help id 124).
- GL and RL: green light and red light, community verdicts on a QC result. They are opinions on photos, not policy terms; no help article defines them.
Questions that keep arriving, answered with sources
How fast does Kakobuy actually buy?
The tutorial page commits to an order review within 3 to 5 working hours and a domestic leg of 3 to 5 days from seller to warehouse (read 2026-10-10). Priority purchase compresses the queue for 5 yuan (help id 115).
Can I still cancel after paying?
Depends on the status string, not the calendar: the ladder page walks all five stages of help id 87.
What is the sign-up gift really worth?
The dated announcement of 2024-09-22, still the first ticker item on 2026-10-10, says new users receive ¥3000, about $410, in coupons. The operator prints other figures elsewhere; the dated announcement is the one we quote.
Does the warehouse verify authenticity?
No. Inspection is appearance only (help id 89), and the anti-counterfeiting policy works at the listing level instead: suspect listings are removed and orders can be declined (help id 125). Reports go to [email protected].
Which platforms can it buy from?
Taobao, Tmall, 1688 and JD.COM are crawled automatically; anything else, Weidian or Xianyu included, goes through the Fill and Buy form with its own terms (help id 4). The red flags page covers why those terms matter.
Is there an app?
iOS ships through the App Store; Android is a direct APK download from the official site, build tag 260828, despite the generic store badge in the footer (links read 2026-10-10).
Support channels and the hours they keep
Live chat runs 9am to 6:30pm, Monday to Friday, UK time, through the widget on the official site. Email support is [email protected]; [email protected] exists but is for business cooperation only, so routing a parcel question there buys silence.
The official Discord is reachable through discord.gg/kakobuy, advertised on the operator’s own login screen, and the brand subreddit r/kakobuy styled itself Kakobuy Official Community with 21K members displayed on 2026-10-10. Both are fine for a second opinion; neither outranks a help article with an id.
The about page explains this independent guide’s scope, source method and referral disclosure.
