FAQs

How can I contact Kiinny?

You can contact us by emailing wecarekiinny@outlook.com where our customer service team will gladely assist you.

Do you ship worldwide?

Yes. We will reach you wherever you are. However, please note that our couriers currently do not deliver to very remote or inaccessible areas. Rest assured, we are actively working to expand our reach and deliver to these regions soon. Thank you for your understanding as we strive to serve everyone better!

Can I change or cancel my order?

As we aim to process orders as fast as possible, to change or cancel an order, you must request within 12 hours of ordering. All requests after this time will be denied. 

What payment methods do you accept?

We accept all major credit/debit cards (VISA, Mastercard, AMEX).

When will my order be processed?

All orders are handled and shipped out from our warehouse. Please allow extra time for your order to be processed during holidays and sale seasons. We process orders between Monday and Friday. Orders will be processed within 1-4 business days from the order date and shipped the next day after the processing day. Please note that we don’t ship on weekends.

How long will it take to receive my order?

Due to high demand, orders may be delayed and we apologize for the inconvenience. Our standard shipping times range from 4 to 12 days, depending on your location. While we strive to deliver your order as quickly as possible, please note that shipping to remote areas may take a little longer.

IMPORTANT NOTE:

Due to an extremely high volume, all orders placed between January 22 & February 4 may experience delays in processing and shipping. However, rest assured that all orders placed during this period are processed and will be shipped as soon as we can. 

Will I be charged with customs and taxes?

The prices displayed on our site are tax-free in Euros and US Dollars, which means you may be liable to pay for duties and taxes once you receive your order. Import taxes, duties and related customs fees may be charged once your order arrives to its final destination, which are determined by your local customs office. Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of charges, plaese contact your local customs office.

What if the item(s) I received are defective/incorrect/damaged?

If the item is defective, incorrect, or damaged, please contact us with order details and photographs for resolution. We will do our very best to resolve your case as soon as possible.

When will I receive my refund?

All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 7-10 business days. Please, contact the card-issuing bank with questions about when the credit will be posted to your account. If you haven’t received a credit for your return yet, here’s what to do: Contact the bank/credit card company. It may take some time before the refund is posted to your account.